| Policies and Procedures |
HearthSide Cabin Rentals welcomes you!We invite you to visit and enjoy our wonderful Great Smoky Mountains. The following information will help you plan and prepare for your vacation. Please read the following information regarding your reservation. We have a very user-friendly reservations system. To learn more, just click on any of the following links or give us a call.
You, the guest, are responsible for knowing and following
these rules.We ask that you read the following policies and procedures
before signing your rental agreement. We also suggest you bring a copy
on your trip, as it may help answer many of the questions you might
have before, during, and even after your visit with us.
HearthSide has one of the most guest-friendly
reservation systems in the County. To make a reservation, we Payment in full to secure the cabin is required no less than 14 days prior to arrival. You will then be sent (by fax or by email) written directions to your rental unit and a second copy of your reservation confirmation, showing that you have a zero balance due. If you don't have a fax machine or an email address we CAN mail you your copy -- just tell us what you need. The rent deposit you pay is 90% refundable up to 14 days before yourarrival date. BEFORE YOU CAN CHECK INTO YOUR CABIN, you must return
the filled-out and signed page of the rental confirmation to us, along
with
a copy of the front and back of your driver's license. For the safety of our office staff, we don't keep cash on-hand in our offices. If you are paying your balance at check-in OR you are purchasing attraction tickets in our office, please bring a cashier's check or money order. Our office staff does not have access to cash after 6:00 PM (EST) in our office. Before 6:00 PM (EST), we can accept cash for payments, but we cannot make change HearthSide Cabin Rentals may use any funds received from guests immediately upon receipt of such funds. Fourteen days (14) before your arrival date the balance of your stay will be charged to your credit card. You will then be sent (by fax or by email) a second copy of your reservation confirmation, showing that you have a zero balance due, and written directions to our office IF you have returned your registration page and identification info. Otherwise, you will need to come by our office to register. 2. BEFORE YOU ARE ALLOWED TO CHECK IN TO YOUR CABIN, we must have the signed rental confirmation page, along with a copy of the front and back of your driver's license, on file in our office. Check-in time is 3:00 PM or later EST. Please do not expect to check in early.On your arrival date you may call the office to get the lockbox code for your cabin. Our local telephone number is 865/429-0955. If you cabin is ready early, we will allow you to go in as early as noon, but no earlier than noon. Just call the office and give us your cell number if you are in town early, and we will let you in as soon as we possible can. If you are renting a three-bedroom cabin or larger, you will need to come by the office to turn in your documentation. We may need to see the driver's license and the credit card used to make the reservation. We reserve the right to refuse to rent a large cabin or chalet to anyone under the age of 25 years old or student groups. A valid credit card is required on-file for security deposit on larger cabins/chalets. If you are going to arrive later than office hours, we will leave your check-in package (including key code and directions to your cabin) in our late-arrival box on our front porch. You will have to call the office to get the code to open the late arrival box. We ask that you come in to the office before noon the next day to sign the required paperwork and complete the check-in process. If you plan to arrive later than 8:00 PM EST, you will be on your own as far as locating your cabin. We will try to talk you in if you have trouble, but we will not come out and escort you to your cabin. Look over the map you receive by email from us and call to discuss if you have questions. Please go by our written directions to the cabins more than by anything you get off of the internet -- we are more familiar with the location of our cabins and the details of these mountains. If you are planning on pulling any type of trailer, please ASK us about the roads to your cabin. Some cabins cannot be accessed if you are pulling any type of a trailer. You also need to ask questions if you are driving a car that is low on the ground. Many cabins are located on steep or rocky roads. The key code will only be released after the unit has been cleaned from the previous guest. Normal check-in time is 3:00 PM or after. If you are going to be a late arrival (after 7:00 PM), BE SURE to call to get your keycode before you arrive in town and BE SURE to bring your cabin directions for your convenience. While we will make every effort to have your cabin ready on time, there could be a slight delay during PEAK SEASON -- your patience is greatly appreciated. We want you to have the cleanest cabin possible. From the time of your arrival you have two hours to inspect your rental unit. Please make sure everything is to your satisfaction. If you find any conditions you need to report as unsatisfactory, do so at that time. After the first two hours it is assumed that you are accepting the property "as is" and there will be no refunds or adjustments made to your bill for any reason. We do offer a two-hour guarantee. If the cabin is not as you expected or you are unhappy, we will try to move you to another cabin or may be able to do a refund. PLEASE NOTE: In observance of Thanksgiving Day (November 26) and Christmas Day (December 25), there will be reservations scheduled for arrival those two days. Please read over the information (the guest information book in the cabin and the signs we have posted) once you have settled into your unit . The guest information guides provide important information about your rental home and some valuable information on the area. Check-out time is 10:00 AM EST. Late departures could result in your being charged for another day's stay or a minimum fine of $100. This is because our cleaning and hot tub servicing teams will have to make another trip out to your cabin because you did not leave on time. NO refunds will be given for early departures (such as should you find it necessary to leave earlier than your reserved departure date), for any reason, including weather and/or road conditions. If you are traveling during the winter months, we advise that you keep a check on the weather conditions. If we foresee a problem, we will attempt to contact you at the phone numbers you have provided. If you have trouble getting to your unit due to road conditions, we will make every reasonable effort to put you into a comparable cabin. We hope that you enjoy your stay and we understand that leaving and going back to the "real world" can be hard! However, in order to help us keep the cabin/chalet as nice for the next renter as it was for you, we ask that you please adhere to the following rules: A. Wash all dishes or place them in the dishwasher and turn it on to the cleaning cycle. The dishcleaning works on an honor system. PLEASE don't put dirty dishes up in the cabinets. B. Place all used towels, hand towels, washclothes, bath mats and used bed linens BESIDE one of the main level's bathtubs/showers. Please do not put the comforters there; just leave them on or beside the beds. C. Do not put hot ashes or coals from your grill or fireplace in the trash cans. This is a fire hazard. Our cleaners will clean out the fireplaces and the grills. D. Turn off all lights and small appliances and set the heat at 65 degrees in the winter months. In the summer, the air conditioners should be set at 75 degrees. E. Dispose of all food and drinks from cabinets and the refrigerator, and put all your garbage in the trash cans.. F. Lock all doors and windows when you leave, replace the key securely in the lockbox, and set the alarm systems. USE OF ILLEGAL DRUGS OR POSSESION OF ILLEGAL FIREARMS ARE PROHIBITED AT ALL OF OUR RENTAL HOMES. IF YOU ARE FOUND TO HAVE EITHER IN YOUR POSSESION, YOU WILL BE ASKED TO LEAVE WITH NO MONEY REFUNDED AND YOU COULD FACE LOCAL PROSECUTION! Any personal items left behind or lost during a stay are the responsibilty of the guest We are not responsible for items left behind or lost. However, we will ship back any items that are found (if the guest requests them) by a local shipping service. The shipping charge is charged to the guest's credit card. We hold on to any items left behind for 14 days to see if they are claimed before disposal. If you pay your deposit with a check or money order, a $100-per-bedroom cash damage deposit is required in addition to the balance due. We require that all guests post a credit card number for use only in case of damages. A non-refundable damage waiver fee is applied to each reservation based on the size of the cabin. This waiver fee covers accidental damages up to $1000. 00, such as broken dishes, coffee pot, lamps, etc. This waiver fee does not cover non-accidental damage to furniture and electronics (such as damaged telelevision, broken DVD, broken bed frame, broken sleeper-sofa, etc.) Guest will be responsible for all intentional or reckless damages and the credit card on file will be charged. Guest authorizes Agent to charge any expenses relationg to intentional or reckless damage, cleaning of the unit beyond a normal cabin clean (such as after heavy partying, excessive trash, leaving nasty dishes, etc.) or theft of any property from the unit, to the credit card on file for that cabin. The guest who uses their credit card for the payment is considered the responsible party, and all necessary charges concerning said cabin will be charged to the credit card on file, no matter who in the group caused the damage. We DO have to stress this point on behalf of our homeowners. In general , most guests are very respectful of the owners and their property. However, there is always that one bad apple that has caused us to have to enforce the following policies: *** If there is a need for any extra or excessive cleaning upon your departure, you will be charged a minimum of at least $100.00 or more depending on the nature of the mess and/or damage. *** Any theft, vandalism or evidence of drug use will be photographed and reported to the police and possibly followed by litigation. *** Any cabin that is left unsecured by the guest, resulting in items being damaged or stolen, will be the responsibility of the registered guest. He/she will incurr the cost of replacing any items which are damaged or stolen. *** Please keep in mind there are neighbors. Keep the noise levels to a minimum. Quiet time is from 11:00 PM until 9:00 AM. Common courtesy is always appreciated. *** Any guest that we are forced to evict will forfeit all money paid and no credits will be issued. *** Please remember that a signed rental agreement is considered a legal and binding contract and therefore gives HearthSide Cabin Rentals, LLC, the right to collect payment for damages, missing items, and excessive cleaning that are made neccessary by your stay.
Your reservation is a contract between you and this company that says we will hold this cabin/chalet and not rent it out to anyone else for the time period you have reserved. Because of this, if you cancel less than 14 days before you are due to arrive, there is NO REFUND for cancellation. If you cancel at least 15 days prior to your arrival, you will be charged the $30.00 reservation fee, 10% of the rent you have paid as a deposit, and the appropriate sales taxes. If you have a verifiable medical emergency or death in the immediate family, you may apply for a reschedule of your stay. These rebookings would have to be completed within six months of change or you would forfeit the funds. Rebookings can only be used for the cabin originally reserved. The reservation fee, and sales taxes, are nonrefundable, even in case of cancellation. There is a $25.00 non-refundable administrative fee for any changes to your reservation such as dates or cabins. 10. RESPECT OUR OWNER'S PROPERTIES: Our rental units are individually owned by people just like you. We ask that you treat their property just as you would your own and leave no damage. If you for any reason have to move the rental home's furniture, please make sure that it is placed back in the original arrangement. If moving furniture, please be careful not to scratch the floors or furniture. A "no-show" is an automatic forfeiture of charges -- this is a contract between you (the guest) and this company (the management) as representative of the owner's property. You will be charged for the full stay if the proper cancellation policies are not followed. If we have held a cabin for you, we have pledged that cabin and those dates to you. You will be charged for this reservation. Absolutely no house parties or unsupervised large student groups are allowed. We reserve the right to refuse service to anyone, at our discretion. Young people must be accompanied by a parent or legal guardian. We do not rent to anyone under age 21, and for larger cabins, no one under age 25. If a party is discovered to be taking place in any of our rental units, the entire group will be required to leave. No refunds will be given. If a guest DOES have a party, that guest will be charged for ANY and ALL damages discovered and the same will be reported to the local police department. This is considered fraud and is prosecutable as "defrauding an innkeeper" in this state. Rental unit occupancy is strictly enforced as follows: a one-bedroom unit will accommodate a maximum of four adults; a two-bedroom unit will accommodate a maximum of six adults; a three-bedroom will accommodate a maximum of eight adults; a four-bedroom will accommodate a maximum of 10 adults; a five-bedroom will accommodate a maximum of 12 adults. This is assuming the use of a sleeper-sofa or air mattress in some cases. Please adhere to these maximums. Strict Tennessee fire codes prevent rental cabins from being overpopulated. If you misrepresent the number of people in your group,you will be asked to leave and no refunds will be given for this fraud under the "defrauding an innkeeper" law of this state. We absolutely will not allow house parties of any kind whatsoever. We accept Visa, Mastercard, Discover, cash, money orders and traveler's checks. We can NOT accept personal checks at time of your check-in or less than 30 days before your check-in. If you are paying your balance due at check-in or purchasing attraction tickets in our office, please bring the correct change (or a cashier's check or money order). For the safety of our office staff, we do not keep cash in the office and thus cannot make change for you. All of our rental properties are privately-owned units. The registered renter agrees to indemnify the owner and HearthSide Cabin Rentals, LLC, of any damages to the premises which result from the renter's occupancy (including furnishings and household items) and/or damages found upon arrival. The registered guest is the one who will be charged for any damages his/her group causes to the property. Neither the owner nor HearthSide Cabin Rentals will be responsible for accidents or injury to guests or for loss of money or valuables of any kind. The registered guest assumes full responsibility for any and all damages that his/her group causes, excessive cleaning charges for problems caused by his/her group, or for any items found to be missing after his/her group's visit, including linens and towels. By accepting this reservation, it is agreed that all guests of the registered renter are expressly assuming the risk of any harm arising from their use of the premises or others whom they invite to use the premises. Please read the departure instructions in the rental unit. A key is provided to your rental unit in a lockbox (unless your rental unit has an electronic lock in the door). It is important that you leave the key in the lockbox after each use. Should an emergency arise, it is imperative that the property be accessible. . If you take the key home with you or misplace it there will be a $75.00 charge for replacement. There will be a minimum $25.00 charge for lockouts. Based on the choice of our owners, pets are allowed in "pet-friendly" cabins only. There is a $55.00 non-refundable pet fee for each small dog (up to 35 pounds) and $75 on larger dogs (36 to 75 pounds). This charge is PER pet, not a one-charge for however many you want to bring. These pets have been limited to dogs only, and there are weight restrictions. No more than two dogs are allowed in any of our rental units. All dogs must be crated while you are away from the cabin and cannot be left alone in the cabin. If the unit is found in disarray due to neglect or your leaving your dog alone, there will be an extra cleaning charge to correct any and all such problems. If a pet is found in any of our units that do not allow pets, a cleaning fee of $200 will be charged to the guest. Please discuss this issue with us if you have any doubts. We charge a cleaning fee for a full cleaning at the end of your stay. This covers the hot tub cleaning, trash removal, and other necessary routine services. We do have a trash dumpster located at our office for your use, should you want to remove your extra trash during your stay. Each rental unit is provided with a STARTER supply of bed linens, towels, wash clothes, bath soap, toilet tissue, paper towels, trash bags, dishwashing liquid and dishwasher detergent. We do not provide extras at our office after your check-in. There are several grocery stores close by for your convenience in picking up any extra supplies. We do a full-clean on each cabin after each stay -- we don't come in daily and clean. If your cabin has a washer and dryer, you are welcome to wash the linens or towels for your convenience. If you want additional maid service, it can be provided for a modest cleaning fee. Every rental unit will have heating and air conditioning, stove, refrigerator, microwave, toaster, coffeemaker, dishes, flatware, glassware, utensils, pots and pans, color television, DVD or VCR, smoke alarms, fire extinguishers, towels, pillows, bed linens, washcloths, bedspreads, quilts or blankets. Most have irons and ironing boards, but not ALL. The guest is expected to supply charcoal for the grill, fire starters or kindling (in season only), extra blankets if more than one per bed is desired, aluminum foil, coffee filters, plastic wrap, laundry detergent, and all your food. Many guests like to bring beach towels for hot tub use. Again, most of these things can be picked up at the local grocery stores or the Wal-Mart store. Each homeowner decorates differently so we can not promise that each cabin will have the same amenities. Some owners decorate for the holidays and some don't. Please call and ask us if you have any questions and we will be glad to help. Our properties are all individually owned. We make suggestions to owners on what each cabin should have, but we do not require (within reason) certain amenities. Bed sizes, cabin descriptions, names of cabins, amenities provided, etc. are subject to change without notice. We try to have the latest furnishings in our pictures online, but sometimes owners do change out sofas, beds, etc., and we don't know it. If you have a problem with any change that has been made, just please call and discuss it with us. We will always try to accommodate you. WE RESERVE THE RIGHT TO TRANSFER YOUR STAY TO ANOTHER CABIN IF PROBLEMS ARISE WITH THE CABIN YOU HAVE CHOSEN. WE WILL MAKE EVERY EFFORT TO NEVER HAVE TO DO THIS! We want to honor your wishes whenever humanly posible. The majority of the rental units have restrictions on the telephones that allow unlimited local usage but no outgoing long distance calls. Many guests are unable to get cell phone reception out in the country at the rental cabins. Most guests make long distance calls using a calling card or credit card. Our hot tubs are professionally cleaned and chemically treated after each guest. However, to make your hot tub experience safer from bacteria, we advise you to run the hot tub between ten to fifteen minutes before entering the hot tub. The guest who signs the rental agreement will be responsible to tell anyone in his or her party that will be using the hot tub of all potential hot tub hazards. Hot tub use is strictly at your own risk. By using the hot tub, and by signing the rental agreement, you are absolving HearthSide Cabin Rentals, LLC and the cabin owner of any and all responsibility related to the hot tub or its use. Persons who have high blood pressure, skin sensitivities, or who might be pregnant are strongly urged not to use a hot tub. If in doubt, please consult with a physican prior to using the hot tub. Hot tubs can cause your blood pressure to rise if you have been drinking. You should also never wear jewelry into a hot tub due to the chemicals used. The chemicals in hot tubs can also affect color-treated hair or damage swimsuits. Each guest should shower before and after using a hot tub to remove any bacteria they have encountered. If you should break out with the condition called "hot tub feliculitis", don't be alarmed. Just put warm compresses soaked in household vinegar on the affected skin areas, and that will clear it right up. Hot tubs and their covers will be inspected after each rental. Please keep soaps, bubble baths, bath oils, alcohol and food away from the hot tubs. If these items are used in the hot tubs, an additional cleaning fee could be assessed. Hot tub covers are easily damaged since they are largely constructed of a lightweight styrofoam to make them easier to remove. We ask that you inspect yours for any damage upon your arrival and advise us of any problems. Covers should be kept on the hot tubs whenever the tub is not in use. When removing the hot tub cover, please place it in a safe location, away from people and pets. Children walking on the tops of the covers WILL break the cover. These covers cost $350-$450 each and will be charged back to you if damages are discovered after you have checked out (other than those you have reported as being there at your arrival).
While we strive to ensure the equipment in every cabin is in good working condition, sometimes things do break down. If we are notified of a problem we will do our best to get any problem corrected on a timely basis. However, no refunds or rate adjustments will be made for mechanical failures beyond our control. This includes hot tubs, jacuzzis, fireplaces, appliances, public utility problems such as telephone outages, cable or satellite outages, etc. We will do our best to remedy any problem you report to us, but some things are beyond our control.
24. WINTER WEATHER CONDITIONS: What about that ugly 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, we will allow you to reschedule your stay within the following 6 months (meaning you would have to come and stay within the next 6 months). If you are not willing to reschedule within six months you will forfeit all monies paid. 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, your being snowed in means we are snowed out), so be sure you check the weather before you come and plan accordingly. We do not give refunds for bad weather conditions. If you foresee a problem with getting to your cabin we recommend you bring snow chains or a four-wheel drive vehicle. Call us if you have any doubts and we will evaluate the situation. Many times we can move you to a cabin that is more easily accessible if there is a problem. Winter road conditions and maintenance are not guaranteed. No refunds will be given due to inclement weather or road conditions. We cannot provide transportation for guests and are not liable for any towing charges you may incur during your stay. The weather does change rapidly here during the winter months here (November to April), and we advise that you plan your trip with that in mind. Fireplaces are not allowed to be used from April 1st until October 1st. During fireplace season, we do supply firewood, but not kindling or matches. These items can be obtained from local grocery stores and convenience stores. Many of our cabins have gas logs, with timers installed. If you have questions on that, please let us know. Fireplaces are closed on April 1st for the season and must be reinspected before opening. If you rearrange the placement of the logs in the gas fireplaces or build a wood fire in a gas fireplace, you will be charged for the damages caused. Some cabins have satellite (not CABLE) television service. In this case you would probably only get limited (basic) channels and these don't usually include sports channels, premium movie channels or pay-per-view events.There are several restaurants around town where you can go to enjoy sports, racing and other premium events on television. This information is also on the description of each cabin on our website. If this is a concern for you, please ask us and we can let you know what service your cabin has available.
When you leave us, please be sure to set the thermostat at 68 degrees in the winter and at 75 degrees in the summer. Do not worry about washing or drying the linens yourself. Do not remake your beds. It IS helpful if you strip your sheets and leave them by the bathtub. Our housekeepers are required to change out all linens after each stay, regardless.
THE EMERGENCY NUMBERS YOU RECEIVE ON YOUR WRITTEN DIRECTIONS ARE FOR ACTUAL EMERGENCIES ONLY. These include: no heat, no water, smell of gas. If your electricity goes out, call the electric board directly (phone number 453-2887 from your cabin) because then they can identify the PHYSICAL location of the outage problem. Please call during office hours to report any problems with satellite, hot tub, jacuzzi, gas fireplaces, etc., if not an actual EMERGENCY. Our maintenance personnel do check in with the office each morning and will come out to inspect and correct the problems. If you have an issue with the housekeeping of the cabin, the phone number of our cleaning supervisor is on the directions to your cabin -- feel free to call them directly. You will receive directions to your cabin before your arrive (if you have returned the signed contract with your documentation, and are paid in full). PLEASE BRING THESE DIRECTIONS WITH YOU WHEN YOU COME. Should you want to come by our office, you are welcome. Directions to our office are as follows: When coming from I-40, take Exit 407 (the main exit for Pigeon Forge, Gatlinburg and Dollywood) and go south on Rt. 66 to the junction with Rt. 441 (the Parkway). Go south on Rt. 441 ( the Parkway) to Rt. 321 (Wear's Valley Road) in Pigeon Forge. This is at traffic light #3 (Wears Valley Road). There are actually signs hanging down from the traffic light saying "#3" and "Wear's Valley Road. Turn right on Rt. 321 (Wears Valley Road) and go exactly one mile. Our office is on the right, just the Shell Gas Station and EdenCrest Properties. You actually turn between EdenCrest and our office to enter our parking lot. We have a huge green and white metal sign by the road. Ya'll come to see us! We welcome any comments you have about your stay. Comments about individual rental units will be passed along to the owners of the cabin/chalet. We hope you enjoy your visit with us and will come back again soon!
|