Answers & Policies

The following information will assist you in making your reservation for the perfect Gatlinburg Cabin or Gatlinburg Chalet and provide valuable information about your stay. We recommend that you make a copy of this page and bring it with you on your vacation.

Introduction

Jackson Mountain Homes wants your Smoky Mountain getaway to be as carefree as possible, starting with your reservation. That's why we created this detailed policy statement. We highly recommend reading all of the following information to avoid any confusion or misunderstanding.

What to Expect

Properties managed by Jackson Mountain Homes range from newly built with many amenities to antique, simple and rustic. It is very important that you carefully review all property descriptions and details prior to making your reservation. If you do not see an amenity or personal requirement listed be sure to contact our office so that you can be sure that the home you selected has the features you will require. Our reservations staff routinely visits our properties so that they can help you with first hand knowledge.

Disclaimer

Jackson Mountain Homes and our property owners make every effort to assure that all descriptions and representations from our staff, in our brochure, and on our internet site are accurate. However, we are not responsible for printing errors or changes made by owners in the furnishings or amenities. Prices, amenities, specials, seasons, and/or minimums are subject to change with or without notice. Floorplans are for comparison purposes and should be considered to be approximate.THE SQUARE FOOTAGE IS AN ESTIMATION OR APPROXIMATION. IT IS BELIEVED TO BE ACCURATE, BUT IS NOT GUARANTEED OR WARRANTED.

Features & Furnishings

The Gatlinburg rentals managed by Jackson Mountain Homes, Inc. are privately owned and are decorated and furnished to suit the owner's taste and needs. Accommodations and amenities vary greatly. Please make sure that you inquire about all of your specific needs. The following is a list of basic items you will find in all of our rental homes: Heat & A/C, refrigerator, stove, microwave, toaster, coffee maker, basic pots & pans, dishes, flatware, utensils, telephone(s), Color TV(s), VCR(s), fire extinguishers & smoke detectors, bed linens, pillows, towels, washcloths and bath mats along with a starter supply of bar soap, dish soap, and paper goods to meet the home's maximum occupancy. Items that are NOT SUPPLIED typically include charcoal, kindling or fire starter, irons & ironing boards, extra blankets, cribs, laundry soap, plastic wrap, foil, coffee filters, condiments, spices or any type of food item. Not all homes are decorated for the holidays. Only artificial holiday decorations are permitted and all evidence of any guest decorations must be properly disposed of upon departure. Only artificial Christmas trees are permitted.

Rates & Seasons

We offer three seasonal rates, which are defined as follows:

Reservations may be booked up to eleven months in advance. A 3 night minimum stay is required during Premier Season and Regular Season, unless otherwise noted. On one week stays the 7th night is free. Reservations that bracket two different seasons will be prorated between the two rates. No arrivals are allowed on Thanksgiving, Christmas Day or New Year's Day. Prices, amenities, and/or minimums are subject to change with or without notice. THE RENTAL PRICE IS DETERMINED BY THE RENTAL AGREEMENT AT THE TIME OF MAKING THE RESERVATION. NO REFUNDS OR ADJUSTMENTS WILL BE MADE FOR RATE CHANGES MADE AFTER THE DATE THE RESERVATION IS MADE.

Making Your Reservation

To reserve a home, you can check availability and book online at Custom Search or you may call our office between the hours of 9:00am to 11:30am or 12:30pm to 5:30pm, 7 days a week. Our Toll Free reservation number is 1-800-473-3163. In order to save time, please have your credit card, the dates you want to come and your property requirements available when you call. ALL RESERVATIONS REQUIRE A VALID CREDIT CARD NUMBER ON FILE. After your reservation is made we will immediately mail you a rental agreement. You have fifteen (15) days to receive, sign, and return the rental agreement to our office in order to confirm your reservation. For reservations made less than 30 days prior to arrival, rental agreements must be faxed or returned by "next day" service.

Payment

Full payment of your rent, reservation fee, taxes and any other applicable fees must be received in our office at least thirty (30) days prior to your arrival date. Acceptable payment methods include check, money order, Visa, MasterCard, or Discover. Please be sure to put the reservation number on the check for proper credit. For reservations made less than thirty (30) days prior to check-in, payment must be charged to your credit card. All advance prepaid rents are placed into an escrow account for JMH. Interest accrues to the Agent. Send your payment to JMH, P.O. Box 110, Gatlinburg, TN 37738-0110. Policies and rates are set at time of booking. You will be charged for the unit you have selected based on the information in your rental agreement and this Policies and Procedures document.

Reservation/Processing Fee

In addition to your rental charge, all reservations will be charged a $55 processing fee and applicable taxes. This fee covers the cost of processing the booking and performing the pre-arrival inspection where we check the property for maintenance problems and verify the cabin is ready for guest arrival.

Security, Damage & Cleaning Deposit

In order to insure that properties are maintained and well cared for, as a security deposit, a $150 hold will be placed on your credit card the day before your arrival. The hold will remain in effect for up to ten (10) days. If there are no damages or extra cleaning charges the hold will be released by your credit card company. No refund will display on your credit card statement since this is simply a hold and not a charge. In the event extra charges exceed $150, the guest's credit card will be charged the entire amount of all damage or extra cleaning fees. A detail of all extra charges will be mailed to the guest. Any disputed charges are to be submitted in writing.

Cancellation Policy

Only the guest named on the rental agreement may notify JMH either in written or verbal form of the request to cancel. A $55 cancellation fee will be charged to your credit card on all confirmed reservations that are canceled. If a booking is canceled less than 30 days prior to the arrival date the reservation is non-refundable but may be rescheduled, one time only. A credit will be issued for the same unit, good for up to one year from the original arrival date. When rebooking canceled reservations with credits to a lower cost season there are no refunds or adjustments. When rebooking to a higher cost season, prevailing rates and conditions will apply for the rebooked dates. No refunds for No Shows, 2nd Cancellation, bad weather, late arrival or early departures.

Reservation Transfer Policy & Fee

Only the registered guest named on the rental agreement may notify JMH either in written or verbal form of the requested change and a new rental agreement will be issued that must be signed and returned to JMH. To shorten confirmed reservations, change dates or units, a $55 fee will be charged. No reservations may be shortened or units changed 30 days or less prior to the original arrival date.

Check-In (3:00pm) and Late Arrivals

Check-In at the JMH office begins at 3:00pm. If you arrive early, you may have to wait to check in if your property is not ready. If you arrive after 5:30pm, follow the late arrival instructions in your reservation package. Late arrival should be avoided if possible and can only be allowed for guests with signed rental agreements received by our office.

Groups Arriving at Different Times

The registered guest must contact JMH office and designate one person only as the Check-In-Party. Keys will only be issued to this person. It is the booking guest's responsibility to coordinate all parties arriving separately and see to it that they have the necessary information to find their accommodations, including unit map and phone number. Guest arrival at the unit is not permitted prior to designated guest check in at the office.

Check-Out and Departure (10:00am)

We are sorry you have to leave at all, however, we must insist on a 10 AM Check-Out time. Keys may be left in unit at departure or delivered to the office. A minimum fee of $100.00 may be charged for late departure (after 10am), or if excessive cleaning is required. There are no refunds for early departures.

Capacity Considerations & Noise

Our homes are to be used for the QUIET enjoyment of our guests and NOT to be used for parties, large gatherings or receptions beyond the sleeping capacity of the home. If you have need of a group facility or large gathering place, we have recommendations. "Disturbing the Peace" may result in eviction and/or loss of security. The capacity of the home as stated on the rental agreement and the parking capacity cannot be exceeded. No campers or camping on the grounds of the rental home will be allowed.

Parking (Campers & Trailers)

Our vacation homes provide ample parking as noted on our website in the amenities section for each home. The number of parking spaces is based on the space available for standard automobiles. Parking on city streets is illegal except where designated. NOTICE TO GUESTS BRINGING TRAILERS OR CAMPERS: Due to the hilly topography and limited parking in the Gatlinburg area it can be difficult to find parking for trailers or large vehicles. Campers are not allowed unless they are parked at an RV lot. We are sorry but parking of guest vehicles and/or trailers in the JMH office parking lot cannot be accommodated.

Housekeeping & Linen Supplies

All of our homes provide bed linens (sheets, pillowcases, 1 blanket & bedspread per bed), 2 bath towels per person, wash cloths and shower mats for the occupancy of the unit along with a starter supply of bar soap, dish soap (laundry soap is not provided), toilet paper and paper towels. The house is cleaned, hot tub is drained, sanitized, and refilled and beds (except sofa beds) are made prior to your arrival. Daily maid service is not provided and guests are expected to launder towels, etc. as needed during their stay. It is not necessary to wash towels or bed linen prior to departure. It is a good idea to bring a beach towel for hot tub & swimming use and in cooler months to bring extra blankets.

Trash Removal

All trash is removed by JMH from each unit at the end of each reservation. Please do not allow outside containers to overflow due to bear & animal problems. Daily trash removal is not provided, however, guests may use the dumpster behind the JMH office to dispose of excess trash during their stay. If staying 7 or more nights, JMH will provide one interim trash removal with a 24 hour advance request.

Insects / Pests / Bears

Though all units are sprayed regularly by a professional pest control company, ladybugs, wasps, other insects and sometimes bear visit rental homes. In the event of a major infestation, the office will call maintenance or pest control to attempt to solve the problem. (More Information)

Maintenance

JMH and the property owners do everything possible to keep all equipment in good working order. However, it is impossible to guarantee that all appliances, hot tubs, hot water heaters, fireplaces, etc. will be in working order 100% of the time. We do guarantee to make every effort to correct all deficiencies as soon as possible during normal business hours. Report all maintenance problems to the office, 436-8876. If it is after hours, please call 865-970-1743 and be certain to leave your unit phone number and the nature of the problem with the answering service. You should take reasonable action to secure the problem. Management reserves the right to perform exterior and/or interior maintenance during your stay. In the event maintenance must be performed we will do our best to do so without inconvenience to you. Your silence indicates full acceptance of the unit and its condition.

Hot Tubs - Spas - Saunas - Pools

It is important to note that there are certain health risks that are associated with the use of a hot tub, spa, sauna and/or swimming pools. Proper use of hot tub and/or jetted tub in or about the rented premises described herein, during the term of this agreement, is at the discretion and sole responsibility of the signer of the rental agreement, herein know as the "Guest". It is the responsibility of the registered guest to inform anyone using these facilities during the term of the stay of the potential hazards. All seasonal swimming pools are maintained by the cabin's homeowner association. JMH housekeepers drain, sanitize, refill and replenish chemicals in all hot tubs prior to your arrival. Never sit or stand on cover - it will not support a person's weight. A $350.00 charge will result from breakage. Please notify the office of existing damage upon your arrival. Keep covers closed and locked while not in use. If you have any questions concerning the operation of the tub call the office during business hours.

Fireplaces - Seasonal

Fireplaces are seasonal not operational from May through September due to conflict with air conditioning system.

Most of our homes are equipped with either gas logs, wood burning, and/or electric fireplace(s). In homes (except condos.) having a wood burning fireplace(s), wood is furnished during the months of October through April. Kindling and/or fire starter logs are not provided. Be certain the flu is open on all wood burning units prior to starting a fire. Keep spark screens in place at all times.

Note: Due to lack of storage, firewood is not furnished for Condos and it is recommended that only compressed wax logs be used.

No foreign materials are to be burned in gas fireplaces. For your safety, never move the logs in a gas fireplace. Doing so can cause carbon monoxide and heavy black soot.

Smoking

Most properties are Non-Smoking and smoking is not permitted. If you require a property that permits smoking inside, please clearly specify your needs when making your reservation. When possible, in Smoking cabins please utilize the porches and outside areas in consideration of our non-smoking guests. For prevention of fires and to assist us in keeping cabin grounds clean, please do not discard smoking material on the grounds.

Pet Policy

No more than two (2) pets under 25 lbs (dogs or cats - no puppies or kittens). (unless otherwise noted) are allowed in approved pet friendly units and only with the prior written consent of JMH. A nonrefundable pet fee of $75.00 will be charged and guests are responsible financially for any and all damages. Sorry, no pets allowed in units that do not accept pets. If it is found that you have an unapproved pet in your unit, you can be evicted without refund and/or charged a $100 penalty plus the real cost of any damages.

Jackson Mountain Homes offers many pet friendly homes. Be sure to consult the JMH reservations staff for details. While you are visiting Gatlinburg with your pet it is extremely important to keep the following in mind

• Pets are not allowed on neighboring properties.
• Pets must be on a leash when being exercised.
• Pets are only allowed on specific trails in the Great Smoky Mountains National Park.
• Pets should never be left unattended in a home without being in a kennel.
• Great care should be taken to prevent a pet from straying. Many pets are lost each year. In strange surroundings pets will become disoriented and easily become lost.

Telephone Service & Internet

All of our homes have normal local telephone service, some offer FREE “Unlimited Long Distance”, and some offer “High Speed Internet”. Please refer to the specific property page on our website to determine the level of these services.

Utility Services

Cable, satellite, telephone, gas, electric and water service are not under the control and cannot be guaranteed by JMH. No refund will be made for interruption in service beyond JMH's control.

Mail & Messages

All of our homes are privately owned and are equipped with residential telephone service. The office does not have a switchboard. Therefore, it is important that you leave the phone number for the home (located on the top of your rental agreement) you have rented with relatives and emergency contacts. There is no mail service to our homes. If you require mail or shipping delivery, please note the following addresses:

Lost and Found & Personal Property

JMH and/or the property owner are not responsible for personal property left behind, stolen or damaged during your stay. Never leave valuables (cash, wallets, jewelry, cameras, etc.) unattended. If you find you have left something behind, call our office at 865-436-8876 and we will try to locate the missing item(s). If the item(s) is located it will be returned to you COD. Items unclaimed more than 14 days will be disposed of or given to charity.

Keys

You will receive two sets of keys at Check-In. Extra sets may be requested. If you are locked out of your vacation home during business hours please come by the office for a loaner key. After hours, if you are locked out call our emergency number and we will meet you with a loaner key. Any after hours costs incurred shall be charged to the guest. Please leave your keys in the unit in the envelope provided on the dining table or deliver to the office at Check-Out.

Television, Stereo & CD Players

Because our units are privately owned homes the method and level of TV service (cable, satellite, antenna) is determined by the owners and by the service that is available in the area. Premium channels are typically NOT available. JMH assumes no responsibility for TV reception or operation and cannot guarantee that specific channels will be available. At best, satellite systems can be confusing; however, it is the only television reception that is available to many of the units we manage. We will be happy to assist you by phone to help you with TV related problems. Television or VCR wiring must not be changed to facilitate use of games etc. Not all units are equipped with stereo or CD Players.

Weather

Weather changes quickly in the mountains. Plan your trip according to the weather. For an up-to-date weather forecast please click on the Weather button to the right.

For road conditions call 1-800-342-3258. In winter, though our weather is ordinarily fine, you should come prepared with extra food, 4-wheel drive, chains and a bag of snow melt. During periods of snow and ice, JMH reserves the right to cancel or transfer your reservation. Late arrival is not recommended. We cannot provide transportation of any kind!

Construction, Traffic & Directions

The Gatlinburg, Tenn. area is growing rapidly and therefore it is necessary to plan for alternate routes to avoid traffic delays. With your reservation package you will be sent a complete map of the area with possible alternate routes to Gatlinburg or visit our Directions to Gatlinburg, Tennessee. section for information. Construction in the area of your rental home is also possible. Please be tolerant and understanding.