Frequently Asked Questions About Our Cabins

What are check-in and check-out times?

Check-in time is 4:00 PM. Check-out time is 10:00 AM. Guests arriving earlier will be permitted to go into their unit only IF and WHEN the housekeepers and/or maintenance have completed doing their work.

How do I make a reservation?

You can book online 24/7 or call our office during business hours at 888-993-7655, and any of our reservation specialists will be happy to assist you.

What is our pet policy?

Some cabin owners have chosen to allow pets in their cabins for a one-time, non-refundable fee of $55 per pet (2 dog limit). These pets are restricted to dogs only and no larger than 30 pounds. SOME cabins will allow larger pets — just check with one of our reservation specialists for availability! There is a one-time fee of $75 for a large pet. Pets must be crated when left alone at the cabin. If damages are discovered in any unit, the guest will be charged for necessary repairs. If a pet is discovered in any cabin that is not designated as “pet-friendly” or the pet is not reported by the renter, there will be a fee of $150 for additional cleaning and/or misrepresentation.

When can I use the fireplace?

Fireplaces are available for use 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. Hearthside does not supply firewood, kindling, or matches, due to County Health Regulations beyond our control. These items can be obtained from Kroger, Walmart, and other local grocery stores and convenience stores. Many of the cabins have gas or electric fireplaces.

How do I check in?

We have 2 options for check-in. One option is to stop by our office on the day of arrival to complete the necessary paper work. Option two is our Express Check-In. To qualify for express check-in, complete the steps listed in your confirmation email under Check-In Procedures. This option will allow you to go directly to your cabin on the day of arrival.

What is provided?

We provide a STARTER set of toilet paper, paper towels, hand soap, liquid dish detergent, dishwasher packets (if applicable), and trash bags. Once the starter set is used, you would be responsible for purchasing additional supplies. We also supply the sheets and towels for your convenience. You may want to bring a large beach towel for the hot tub. If you need more towels during your stay, you can bring your dirty ones to the office and exchange them out. We do not provide shampoo, blow dryers, laundry detergent, or hand lotion.

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. Each cabin is furnished by its owner, so details can vary.

Is there a phone?

All of our cabins have telephones. We will provide you with the local phone number. Local calls (Gatlinburg, Pigeon Forge, Sevierville, and Knoxville) are free. Long distance calls can be made with a calling card or by calling collect if free long distance is not provided. Please note cell service may not work well in the mountains.

What about maintenance?

Maintenance is available from 9:00 AM to 8:00 PM. After 8:00 PM, maintenance is dispatched on emergency calls only.

What if the power goes out?

If your power goes out, call the Sevier County Electric system at 865-774-6300, or call our office, and we will report your condition. Sorry, refunds can NOT be given 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 pending availability.

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 put bubbles, dish detergent, or any similar agent 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 on the hot tub cover. Guest are responsible for damages to the hot tub cover. These covers start at $350.

Do you provide wedding services?

Hearthside Cabin Rentals, LLC has a long-standing relationship with many area ministers. These professionals 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 rental cabin, at the Chapel at the Preserve Resort, or at any number of other locations. Feel free to book through our office at telephone 866-429-0955.

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 pending availability. If we do not have an alternate cabin and you purchased the reservation guarantee, you will be able to reschedule your stay for a later date. Without the reservation guarantee, we are not able to offer a reschedule for weather.

What do we do at check-out?

Check-out time is at 10:00 AM. Please be sure all dishes you used are washed and put away. Lock all the windows and doors. Make sure all trash is in bags and none is lying around. Also, if you have a key, be sure to leave it in the lock box when you depart.

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.