Mountain Rentals of Gatlinburg Company Policies

Mountain Rentals of Gatlinburg is open 360 days of the year, from 9AM-9PM. Reservations can be made in person at our office in Gatlinburg, by phone, (866) 482-1044; (800) 446-9205 or (865) 436-9274 or 24/7 online booking is available. Our office is open seven days a week except for Thanksgiving, Christmas Eve and Day, New Year's Eve and Day, No Check-Ins or Check-Outs on these days. All homes are privately owned and their prices are subject to change. We reserve the right to set minimum night stay requirements for certain times and minimum occupancy requirements for certain chalets. You must be married or 25 years of age unless accompanied by an adult or parent. No un-chaperoned groups. We do not refund for NO SHOWS. ALL RESERVATIONS REQUIRE A VALID CREDIT CARD ON FILE OR A $200.00 SECURITY DEPOSIT (some larger rentals require $500 Security Deposit).

Upon booking, advance payment of $250 is due in our office within 10 days of making your reservation. If payment is not received within 10 days, your reservation is automatically cancelled. All checks are deposited in agent's interest bearing account with interest paid to Agent until disbursement. Advanced funds may be distributed prior to the guest's stay. When making your remittance, by check or money order, please be sure that the name the reservation is under can be found on your check/money order, along with the confirmation number and dates of stay. If paying solely by check or money order, upon arrival you must have a valid credit card on file or a security deposit of $200.00 payable by cash or money order that is refunded 10-14 days after your departure.
Your balance, including local taxes of 12.75% (state sales tax 9.5% and county lodging tax 3%), and a $60.00 Reservation Service Fee - it is a Processing Fee as well as a Replacement Fee for Unintentional Damages up to $1500, reported to our office prior to Check-Out. Reservation Service Fee is non-refundable. Reservations made less than 30 days prior to actual check-in require full payment made via credit card, cashier's/certified check or money order mailed overnight to Mountain Rentals of Gatlinburg. Please mail all rental payments to: Mountain Rentals of Gatlinburg, P.O. Box 790 Gatlinburg, TN 37738.

PREPARE FOR THE UNEXPECTED! For your convenience, and protection, we will add the cost of a travel protection plan covering the amount of your rent in the event you must cancel your trip within 30 days of your arrival. Details of the plan will be sent with your written confirmation. The plan is optional; to decline coverage simply deduct the premium from your final payment. For more information you can visit online: www.tlctravelprotection.com

We have a 30 day cancellation policy. There are no cancellations, switching of homes or changing of dates within 30 days of your arrival date. After paying your 2 night deposit, any switching of homes, changing of dates, reducing the original number of adults booked, or the canceling of the reservation prior to your 30 days of arrival will invoke a $50.00 fee. If you must cancel your reservation within 30 days of your arrival, and haven't purchased Trip/Cancellation/Interruption Protection Policy, we cannot refund your advance payment unless the rental is re-rented for the entire period and prepayment has cleared. If the unit is re-rented for the entire period and pre-payment has cleared, you will only be charged a $50.00 fee. The guest named on the rental agreement is the only one that may cancel the reservation. Mountain roads can be tough at anytime. We do not guarantee any road surface conditions. Most roads are well maintained but are curvy and steep. Some units may have gravel drives or roads. Maintenance of these roads is fairly efficient but they may be bumpy at times. Passenger vans, motorcycles, and trailers may not be able to access every home. In the late fall-winter-early spring it is common to have hazardous road conditions. It is strongly recommended that all guests have four wheel-drive and/or chains. Winter road conditions and maintenance are not guaranteed. You are responsible for transportation. We cannot provide any transportation for guests. Please remember you will be staying in the mountains, if you have problems with elevations, inquire about properties that may not be high up. We do not refund due to road conditions or the location of the properties on the mountains.

Mountain roads can be tough at anytime. We do not guarantee any road surface conditions. Most roads are well maintained but are curvy and steep. Some units may have gravel drives or roads. Maintenance of these roads is fairly efficient but they may be bumpy at times. In the late fall-winter-early spring it is common to have hazardous road conditions. It is strongly recommended that all guests have four wheel-drive and/or chains. Motorcycles and trailers may not be able to access every home.Winter road conditions and maintenance are not guaranteed. We do not refund due to road conditions. You are responsible for transportation. We cannot provide any transportation for guests.

Many of you will vacation with other couples, other family members or friends, but only one signs the lease. We will hold the leaseholder responsible for payment and other facets of the leaseholder responsibilities spelled out in the lease. If the leaseholder is not the credit card holder, then documents from the card holder must be completed before check-in is allowed. The card holder must sign the credit card receipts, an authorization form giving permission for the card to be charged, and copies of the credit card front and back, with a copy of their driver’s license. Please inform us if cardholder will not be checking in.

The occupancy of each rental unit is designated on the individual confirmation descriptions. This number, as it appears on your confirmation lease, is the MAXIMUM total occupancy. Children are counted in total occupancy unless they are under age two. Over-occupancy is considered a SERIOUS VIOLATION of your lease and you will be asked to leave. No refund will be given. Any guest having house parties, found with non-paying overnight guests, disturbing neighbors with loud unnecessary behavior or found with an unauthorized pet will be evicted with no refund and/or prosecuted. Home Owners reserve the right to set a minimum occupancy.

If you would like to reserve the same vacation rental for the same week the following year please stop by our office during your stay, or at check-out. If you are undecided, we can hold the rental for 10 days, if we have not heard from you in 10 days the reservation will be cancelled and the rental will be open for availability.

Mountain Rentals of Gatlinburg represents the finest maintained homes in the mountains. All of our homes are individually owned and reflect the tastes of each owner. Every effort has been made to assure our descriptions are accurate; however, we cannot be held responsible for changes made by owners in furnishings and equipment. Mountain Rentals of Gatlinburg homes are very well-maintained and clean, but understand that these are complicated homes and, just like your own, experience a wide variety of unexpected breakdowns. From time to time, we have trouble with utilities (electric, water, cable, etc.), that are beyond our control. We will do what we can to get utility companies to respond quickly and they are usually very responsive to our needs. Every effort will be made to remedy 'unpleasing' situations, and to correct any problems you may experience in as timely a manner as possible. You can expect a courteous and professional attitude to problem solving; however, recompense will not be issued due to malfunctioning equipment, or utility problems.

As we previously stated, our rentals are privately owned and there may be an occasion where a home owner may choose to leave our program or the home may be sold. In that instance, we will make every effort to accommodate you in a comparable home. If we cannot accommodate you then a full refund will be given.

Some of our Property Owners have decided to allow DOGS ONLY in their beautiful mountain homes. Please remember that our properties are individually owned and not all of our homes are Dog Friendly. Mountain Rentals of Gatlinburg MUST be notified PRIOR to check-in that a dog will be in the home. Any guest found with a Dog in a Non-Dog Friendly home or if your dog weighs more than 25 pounds, you will be evicted immediately and NO REFUND given. Absolutely no animals allowed other than Dogs up to 25 pounds with the maximum being two per vacation rental.

As you know, a Pet friendly mountain home is a rarity so please abide by the rules. We ask that all of our guests be considerate of the next guest that will be enjoying the home after you. Please make sure that bathing and flea dipping are done prior to your stay. Please do NOT leave your Dog at the home alone unless the Dog is kept in a kennel. The City of Gatlinburg does have a leash law.

The Pet Fee is a Non-Refundable fee of $50.00 per 25 lb. dog, per seven day stay. This is NOT a Damage Deposit. At check-in, an authorization of an additional $100.00 will be put on your credit card. The authorization will be released by your bank approximately 10 to 14 days from your departure. However, if a guest has a dog that has long hair or sheds excessively, or if any pets leave behind any surprises, fleas or damages to property, the $100.00 authorization would be charged. In the event that any guest is found violating the rules, you will be evicted immediately with NO REFUNDS.

Standard Amenities:
blender, toaster; microwave; dishwasher w/3 dish packs; coffemaker w/ 3 packs coffee & filters;
silverware, washcloths, cooking utensils, plates, bowls, cups, cooking pots & pans, can opener;
1 bottle liquid dish soap; iron w/ironing board; bathmats; bath towels; sheets w/bed linens; 4 guest soap bars per bath; 1 paper towels roll; 2 toilet paper rolls per bath;
wood - for units w/wood-burning fireplaces (September 15 - April 15)

Items to Bring:
for units w/Hot Tub - beach towel
for units w/Wood-Burning Fireplaces - kindling/starter logs, matches & paper
for units w/Washer/Dryer - laundry detergent
for units w/charcoal grills - charcoal and lighter fluid
food (salt, pepper); alarm clock; flashlight; plastic wraps; aluminum foil; shampoo; corkscrew/wine opener
camera for memory pictures, good mood & smile

Specialty Items may not be available:
hair dryer; large cooking pots; cast iron skillet

Check-in for our guests is after 3:00 PM. With the size and complexity of our homes, our housekeepers need every minute after check out to ensure the cleanliness of your vacation rental. We make every effort to ensure all homes are clean and ready for occupancy after 3PM. However, during Holidays and Peak Season, check-ins could be as late as 5 p.m. Do not plan on buying groceries before check-in. We cannot let you in early nor can we provide refrigeration facilities. Please schedule your arrival to coincide with our check-in time. Compensation will not be given for a late check-in time. If you anticipate arrival after 9PM, or if other members of your party will be arriving late, please notify us ahead of time by dialing 1-800-446-9205, option #1 so that arrangements can be made to leave keys and directions. Your reservation must be paid in full before a late check-in packet is left and you must come to the office the following day to officially check-in. Your driver's license number and vehicle tag number will be required at check-in.

You will be given two sets of keys at check-in. Please be sure to return both sets upon check-out. If either set is not returned, we will charge $25.00 at departure. We don't want your money; we just have to maintain tight key control.

We are pleased to offer Express Check-In. Some of our properties are installed with keyless locks, therefore making your check in process easier and faster. This will allow you to go to your rental without coming to the office. In order to make this happen there are several things you must do. First you must contact our office to set this up. Of course, your reservation must be paid in full. We will fax or email your Check in Card, Credit Card Receipts and your Rental Agreement to be signed. We also ask that you copy your credit card front and back and also copy your driver’s license. Then fax or email all signed documents and the copies you have made to our office. We will then fax or email a map to your rental, along with the keyless code. The code will not be effective until 3pm, on the day of your arrival. The cost for Express Check-In will be $25.00.  Express Check-In must be confirmed by the office prior to check-in. Please contact our office, for more information. Check-Out, it’s as simple as making a phone call to our office to let us know you are leaving.

We pride ourselves on our Mountain Rentals maintenance staff. Regular maintenance is performed on all properties, and every effort is made to keep all equipment in working order. However, as with any home, malfunctions may occur. If something is not working, please notify the office immediately. They are here to help you and provide timely service. Please respect that emergencies take precedence! If you have an emergency, call our emergency maintenance number (865) 277-2864. This is for emergency maintenance situations only. Leave your message on our voice mail and we will respond back to you. For non-emergency situations, call (865) 277-2863 and leave your message on our voice mail and we will schedule your request. Any problems must be addressed prior to check out.

Hot tubs are cleaned, serviced and sanitized between guests on turnover day. There are certain health risks associated with using the hot tub. Pregnant women, guests with heart conditions, high blood pressure, diabetes and children should not use the hot tub. Please shower prior to getting into the hot tub, bacteria on your body can result with bacteria in the hot tub. Also, some body lotions, perfumes, etc. mixed with the chemicals could cause a rash. Do not wear jewelry or clothes in the hot tub, wear bathing suits. Please shower after getting out of the hot tub. If you are staying a week or longer and want an additional midweek clean, we'll be happy to arrange it for you. Upon departure, if any foreign items such as food, alcohol, beer cans, bath products, etc. are found in the hot tub you will be charged $100.00 cleaning fee. We do not refund for malfunctioning hot tubs. We cannot be responsible for the opening and closing of SUBDIVISION POOLS. These dates are made by the individual subdivision. Indoor pools for Honeymooner's Skinny Dippin' #1 & #2 require cleaning every Tuesday & Friday between 1PM & 3PM.

Gas and Wood fireplaces are seasonal. They operate from Sept. 15 to April 15 Only.

Our Housekeeping Department’s goal is to provide you with the cleanest accommodations and will do everything to make sure your rental is ready for your stay. Please call our office immediately if the home is not cleaned to your satisfaction upon check-in. Our housekeeping department will correct the problem in a timely and professional manner. We cannot be held accountable for problems we are not aware of. Problems will not be addressed at check-out or after you arrive back home. We will be glad to schedule a mid-stay cleaning for all reservations two weeks or longer.

Each property is professionally treated regularly by a licensed pest control company. Please understand you are in the Great Smoky Mountains, and you may occasionally have “uninvited guests”. Refunds will not be given for visits from these ‘uninvited guests”.

We attempt to call individuals receiving mail or phone calls. However, since people spend so much time out of the home, it is your responsibility to check daily for any correspondence. Please be sure to have your name and your Mountain Rentals house name on anything you might receive. Our delivery address is: 209 Cartertown Road, Gatlinburg, TN 37738.

All Mountain Rental homes are equipped with telephones for your convenience and safety. The phone number to your rental home appears on your lease under the heading 'unit phone #'. Some homes have blocks for direct long distance calls. Bring your calling card or credit card. We do have properties that offer Unlimited Long Distance, High Speed Internet and Wireless Internet. Please refer to the property’s listing on our web site or brochure to check if the rental you want offers these free services.

Gatlinburg is a growing area with much construction. Should you find yourself near construction, please be patient and understanding. We'll do our best to talk to contractors, but no refunds or moves will be made. At the time of booking your reservation, there may have not been any construction in that area.

All good things must unfortunately end! Check-out is promptly at 11AM, NO EXCEPTIONS. You will be charged $50.00 if you are not out of the property at 11AM. Before you leave, read and follow the check-out procedures given to you at check-in, if these procedures are not followed you will be charged $75.00. It is very important to ensure all doors and windows to the home are locked. Drop off keys in our office, or call if staying in a property that has keyless entry. Don't forget to pre-reserve, and have a safe trip home. See you next year! NO REFUNDS WILL BE GIVEN FOR EARLY DEPARTURES!

• Remove all trash from home, place in outside receptacles
• Clean and re-shelve all dishes, or place in dishwasher and begin cleaning cycle
• Clean out refrigerator
• Close and lock all windows and doors
• Return keys to our office by 11AM