Frequently Asked Questions

What are check-in time and check-out times?

Check-in time is 3:00 PM AND CHECK-OUT TIME IS 10:00 AM (no exceptions on check-out). Guests arriving earlier will be permitted to go into their unit if the maids have completed doing their work.

How do I make a reservation?

When you call our office to place your reservation (telephone 888/993-7655), please know the dates you want to come and how many people will be visiting with you. We will charge one-half of the lodging charge and a non-refundable $30 processing fee to your credit card at the time the reservation is made. The remaining amount will be charged to your card approximately ten to fourteen days before your arrival in town. Your balance must be paid in full before you arrive in town. We also charge a one-time cleaning fee based on the number of beds in the house and sales tax of 9.5% on the total charges.

What about pets?

Some of our cabin owners have chosen to allow pets in their rental units. These pets
are restricted to dogs only and no larger than 30 pounds (unless they are service pets such as seeing-eye dogs). Pets must be crate-trained and should not be left unattended in the cabin. If damages are discovered in any unit, the guest will be charged for necessary repairs. There is an additional $55 fee for each pet. This is NOT a deposit. If a pet is discovered in any cabin that is not designated as “pet-friendly”, there will be an additional $150 fee for cleaning.

When can I use the fireplace?

Firewood (or gas for gas logs) is available from October 1st through March 31st.
These are the only times fires are permitted. An additional cleaning fee of $100 will be charged if fireplaces are used at any other times. We do provide the firewood but not the kindling, starter logs, or matches.

How do I check in?

We don’t have the customary “check-in” procedures. What will happen is about two weeks before your scheduled arrival date we will charge your card for the balance of your stay and send you (via email) a map and your registration papers. You will sign the papers, providing the necessary documentation, and fax it back to us. Once your arrival date is here, just call for your key code and you can go directly to your cabin. Your key code will be available to you as soon as your cabin is clean and ready. Check-in begins at 3:00 PM Eastern Standard Time – however, if your cabin is clean and ready a bit early, you are welcome to go in earlier.

What is provided?
A cabin rental is a complete house; you have a fully-equipped kitchen, often a washer/dryer and dishwasher, etc. We provide a STARTER set-up, which will include a roll of paper towels and a roll of toilet paper in each bathroom. This is usually enough for your first full day. After that you will need to purchase your supplies. We provide dish soap and dishwasher detergent, and hand soap in the bathroom. You will find each cabin equipped with clean sheets and towels, usually enough for your entire stay. You may want to bring a large beach towel and “flip-flops” for going to and from the hot tub. We do not provide shampoo, blow dryers, or hand lotion and we do not stock refrigerators.

Is the kitchen fully equipped?

The kitchen will have all your basic needs including a refrigerator, stove, oven, microwave, can-opener, coffeepot, dishes, utensils, toaster, basic pots and pans. If you plan to cook for a large group or special occasion, you might want to bring large baking pots and pans from home.

Is there a phone?

All of our cabins do have telephones. We will be glad to provide you with the phone number. Local calls (Gatlinburg, Pigeon Forge, Sevierville, and Knoxville) are free, and long distance calls can be made with a calling card or by calling collect. You may want to bring a prepaid calling card to use because in many of these mountainous regions your cell phone might not get a signal.

What about maintenance?

Maintenance is available from 9:00AM to 6:00PM. If you have an emergency (such as a fire), dial 911. If there is a condition in the cabin that is potentially hazardous to you or damaging to the rental unit (such as a burst pipe), then call the emergency maintenance number given to you with your final confirmation. We do not consider hot tub malfunctions as an emergency.

What if the power goes out?

If your power goes out, your phone should still work and you should call the Sevier County Electric system or call our office. We will report your condition. Sorry, refunds can NOT be made for power outages. If your rental unit will be out of power for a considerable time we will do our best to move you to a different unit, but cannot guarantee that one will be available.

What about hot tubs and whirlpools?

If your unit is furnished with a hot tub or whirlpool, you are responsible for any damage caused by misuse by yourself or your guests. Do not let children play on or around the hot tub or whirlpool. Do not let children use the hot tub or whirlpool unattended. Do not use the hot tub if you are pregnant, have high blood pressure, have been drinking, or have an open wound or sore. Do not put sudsing agents into the hot tub or whirlpool as extensive damage to the motor will result and you will be charged to repair it. Do not stand or sit (or allow children to stand or sit) on the hot tub cover. If you damage the cover, the charge to replace it will cost you at least $350.00.

Do you provide wedding services?

HearthSide Cabin Rentals, LLC has a long-standing relationship with the owners of Smoky Mountain Cabin Weddings. Rev. Bill and Jodie Champoux will provide you with the best of services – an outstanding wedding ceremony, pictures, cake, and any or all of the wedding features you choose. They will perform your private ceremony in your own private cabin rental, at the cozy Creekside Cove Wedding Chapel, or at any number of other locations. Feel free to book through our office at telephone 865/429-0955. We can offer other specialized services, too, such as floral deliveries, in-cabin massage services, discount tickets, etc. Just be sure to mention this to your reservationist.

What about that 4-letter word...."SNOW"

This is a very tricky subject because it almost has to be taken on a case by case basis. If you are scheduled to be in a cabin that is up a steep mountain road that is inaccessible, then we will try to relocate you to a cabin that is not so high up. If you cannot get to your cabin and we have nothing available to you we will allow you to reschedule your stay within the following 6 months (meaning you would have to come and stay within the next six months). If you are not willing to reschedule within six months, you forfeit all monies paid. If you are already checked in and the white stuff flies, making it impossible for you to leave, there will be a one-day grace period --any following days will be billed at half the normal rate. Due to the difficult nature of travel when it is snowing here we are unable to do any "rescue" missions or bring food to you if you become snowed in (remember, you being snowed in means we are snowed out). HearthSide is not responsible for the road and weather conditions and will not be scrapping the roads. HearthSide will not be held liable for any damages to your property or personal injuries caused by weather conditions. Please check the weather before you come and plan accordingly.

What do we do at check-out?

Check-out time is at 10:00 AM. Please be sure all dishes are washed and put away. Strip the beds and put all used linens and towels beside the bathtub. Do not make up the beds. Lock all the windows and doors at departure. Reset your thermostat to the limits posted in your cabin. Make sure all trash is in bags and none is lying around. Be sure to report any damages you caused and we will work that out. Please call the office at 865/429-0955 to let us know you are out so the cleaners can come in. Also, be sure to leave the key in the lock box – if it is not there you will be charged for it. THE KEY SHOULD BE LEFT IN THE LOCKBOX AT ALL TIMES. That’s all we need!

DISCLAIMER:
HearthSide Cabin Rentals, LLC reserves the right to refuse service to anyone.
HearthSide Cabin Rentals, LLC is not responsible for any injuries, or lost valuables of any kind.

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