Policies and Procedures

General Check-in Check-out Procedures

• Check-in: Begins at 4:00 PM (guaranteed by 6:00 PM). We’ll have everything ready to make it just right for you!
• Check-out: 10:00 AM. We’ll be sad to see you go, but other guests will be excited to arrive!
• Early Check-In: Based on availability; we’ll let you know if it’s an option. No need to call us – we’ll reach out!
• Check-in code will be sent 7 days prior to the arrival date

Cancellation Policy

• 60 Days+ Before Arrival: Full refund, minus any processing fees.
• Within 60 Days of Arrival: Partial refund based on booking details. Please refer to your booking confirmation.
• Early Departures: No refunds for early departures, but we hope you’ll stay and enjoy every moment!
• Non-Refundable Fees: Certain fees (like cleaning, processing, and credit card fees) are non-refundable.

Smoky Mountain Specialists Promise

• For added flexibility, we offer the Smoky Mountain Specialists Promise (optional):
• For an additional 10% of your reservation cost, this Promise allows for a full refund (minus the Promise cost) if your plans change:
• 1 to 4-bedroom Cabins: Refundable up to 30 days before arrival.
• 5-Bedroom or Larger Cabins: Refundable up to 60 days before arrival.
• Rescheduling: You can reschedule within 6 months without penalties, as long as you stay in the same cabin.
• Without the Promise: We have a strict no refund/no reschedule policy.