Policy Information

Security/Damage Deposit
An intial deposit may be charged to confirm your reservation. This deposit will be held for up to 10 days after check out date to insure that property was maintained and well cared for by renter. If there are no damages or extra cleaning charges required, this deposit will be returned in full.

Payment
Full payment of your rent, taxes and cleaning fee must be received 30 days prior to your check-in date. Your credit card will be automatically billed for the balance unless you make other payment arrangements.

Please put confirmation number on any check mailed. For reservations made less than 30 days prior to check-in, payment must be sent by a "next day" service. A $25.00 service charge will be added to any returned checks.

Cancellation Policy
To cancel a reservation, the guest named on the rental agreement must notify us either in written or verbal form of the request to cancel. There is a $50 cancellation fee on all canceled reservations charged. Less than 60 days prior to the arrival date the reservation is non-refundable. If we can rebook the unit for the same dates, you will be refunded the amount at which the unit was rebooked, even if it is a lesser amount. If canceling 7 days or less, prior to 4pm on your arrival date, there are no refunds or reschedules.

Refund Policy
All our properties are privately owned. Descriptions, bed sizes, amenities and names of cabins are subject to change without notice. Your cabin/chalet will be inspected prior to your arrival to ensure that all equipment is in good working order. In the event of a mechanical failure, we will make every effort to have all reported malfunctions corrected as promptly as possible. Neither the rental company nor the property owner will be obligated to give replacements or refunds in the event of failure or absence of any item, or for any public utility including television service. No refunds will be given due to early departure. This includes departures due to inclement weather. You are responsible for the entire booking once your reservation has been made.

Reservation Transfer Policy & Fee
To shorten confirmed reservation dates, change dates or units, a $50 fee will be charged. Guest must notify us either in written or verbal form of the requested change and a new confirmation will be issued that must be signed and returned to us. No reservation dates may be shortened or units changed 30 days or less prior to the original arrival date.

Check-In and Late Arrivals
Check-in begins at 4 pm. Our goal is to have all units available by 4 pm. Please do not show up at the unit before 4 PM. Cleaning and maintenance is sometimes unavoidably delayed by seasonal traffic and/or inclement weather. If you arrive early to avoid traffic, you may have to wait. Late arrival should be avoided if possible.

Large Groups & Receptions
Our homes are to be used for the QUIET enjoyment of our guests and NOT to be used for loud or wild parties. "Disturbing the Peace" may result in eviction and/or loss of security deposit. Please be aware that while we allow quiet receptions, the sleeping capacity of the home cannot be exceeded and the guest must dispose of excessive garbage. No student groups or house parties are allowed.

Check-Out and Departure, 11 AM
We are sorry you have to leave at all, however, we must insist on a 11 AM check-out time. Leave your unit "broom clean" and in the same order as your arrival except for linens. All dishes and cookware must be washed and put away, garbage sealed in plastic bags provided and BBQ grill clean. A minimum fee of $50.00 will be charged if excessive cleaning is required. Leave lights, televisions and other appliances turned off. Leave heat set at 55 degrees or air conditioning at 80 degrees and fireplace screen or glass doors closed and secured. Leave all windows and doors closed and locked. Pile wet linen, towels, etc. on the shower floor or in the bathtub. Furnishings must be returned to their original positions. Sorry, we must insist on a prompt 11am check-out, no exceptions please. Late check-outs are charged at $25 per hour.

Housekeeping
All of our homes provide bed linens, 1 bath towel and wash cloth per person, and 2 hand towels per bathroom for the occupancy of the unit along with a starter supply of bar soap, dish soap (laundry soap is not provided) and paper goods. The house is cleaned, hot tub is drained, refilled and sanitized and beds (except sofa beds) are made prior to your arrival. This is a "Housekeeping Unit". Daily maid service is not provided and guests are expected to launder towels, etc. as needed during their stay. No clothes hangers are provided. It is a good idea to bring a beach towel for hot tub and swimming use. Each unit is inventoried after each use. Upon arrival report any apparent damage, housekeeping issues, shortage of furnishings or equipment immediately to me at 800-707-1412. Your silence indicates full acceptance of the unit and its condition. Only artificial holiday decorations are permitted and all evidence of any guest decorations must be properly disposed of upon departure. Only artificial Christmas trees are permitted.

Trash Removal
All trash is removed by guest from each unit at the end of each reservation. Please do not allow outside containers to overflow due to problems from bears and other animals.

Insects
Though all units are sprayed regularly by a professional pest control company, ladybugs, wasps and other insects sometimes affect rental units. Guests are expected to vacuum or dispose of small amounts of ladybugs, flies, wasps or bees. In the event of a major infestation, the office will call maintenance or pest control to attempt to solve the problem. No refunds are given for the presence of insects.

Maintenance
We do everything possible to keep all equipment in good working order. However, it is impossible to guarantee that all appliances, hot tubs, hot water heaters, etc. will be in working order 100% of the time. We do guarantee to correct all deficiencies as soon as possible during normal business hours. There will be no refunds or adjustments. Report all maintenance problems to the office, 800-707-1412. If it is after hours, be certain to leave your unit phone number and the nature of the problem with the answering machine. Non-emergency maintenance will be handled the next day. You should take reasonable action to secure the problem. Management reserves the right to perform exterior and/or interior maintenance during your stay with or without notice to you, however, in the event maintenance must be performed we will do our best to do so without inconvenience to you.

Hot Tubs – Spas – Pools
It is important to note that there are certain health risks that are associated with the use of a hot tub, spa and/or swimming pool.It is the responsibility of the registered guest to inform anyone using these facilities during the term of the stay of the potential hazards. If you have any questions concerning the operation of the tub call the office during business hours. Children under the age of 16, pregnant women and persons with heart conditions or skin sensitivities should not use the hot tubs. Hot tubs will be inspected after each rental. If any items such as food, alcohol, soaps or bath products, etc. are found in the hot tub, you will be charged an excessive cleaning fee of $150. Covers should remain on the hot tub at all times when not in use. Hot tub covers are for insulation purposes and are not designed to support a person. DO NOT STAND OR SIT ON HOT TUB COVERS, they will break. Damage to any cover will result in a $350 charge.

Fireplaces
All of our homes are equipped with gas fireplace(s). Fireplaces may not be operational during the months of May through September. No foreign materials are to be burned in gas fireplaces.

Pet Policy
No pets are allowed. There will be an additional cleaning fee of $150 if a pet has been in the unit.

No Smoking Policy
No smoking is allowed within the cabins. There are outdoor decks provided on which smoking is allowed.

Utilities

Please do not run heat or air conditioning with doors or windows open. Upon departure, set thermostat at 80 degrees in the summer months and 55 degrees in the winter months.

Lost and Found
If you find you have left something behind, call our office 800-707-1412 and we will try to locate the missing item(s). If the item(s) is located the cost of locating, packaging, and shipping will be charged to you.

If You Are Locked Out
If you are locked out of your vacation home during business hours please call 800-707-1412.

Television
Because our units are privately owned homes the method and level of TV service (cable, satellite, antenna) is determined by the owners and by the service that is available in the area. Premium channels are typically NOT available. We assume no responsibility for TV reception or operation and cannot guarantee that specific channels will be available. At best, satellite systems can be confusing, however, it is the only television reception that is available to many of the units. We will be happy to assist you by phone to help you with TV related problems. However, if you insist that we travel to the unit to assist you and we find that the problem with the system is due to user error there will be a minimum $35.00 charge. If television or VCR wiring is changed to facilitate use of games etc. it must be returned to the same condition as when received.

Weather
Weather changes quickly in the mountains. For an up to date weather forecast you can visit the web site, (www.weather.com). You should plan your trip according to the weather. In winter, though our weather is ordinarily fine, you should come prepared with extra food, 4-wheel drive if possible and/or chains. It is also advisable that you carry a bag of rock salt in your vehicle. Please be aware that we do not refund for bad weather, no shows, early check out and we cannot provide transportation of any kind! We do not guarantee any road surface conditions. We do not refund due to road conditions.

Construction
The Gatlinburg area is growing rapidly and therefore it is necessary to plan for alternate routes to avoid traffic delays. You will be sent a complete map of the area with possible alternate routes to Gatlinburg. Construction in the area of your rental home is also possible. Please be tolerant and understanding. Construction is not under our control and will not be considered grounds for refund or relocation.

Description & Brochure Errors
We make every effort to assure that all descriptions and representations from us, in our brochure, and on our Internet Site are accurate. However, we are not responsible for printing errors in the furnishings or amenities. Prices, amenities, and/or minimums are subject to change with or without notice.

Call us Toll-Free 800-707-1412

Office Hours: 10:00 a.m. to 10:00 p.m.