CHECK IN TIME - Check in time begins at 4:00 p.m. EST and ends at 12:00 a.m. EST (Midnight), No Exceptions. Please call our automated system to retrieve your lock box, alarm code (if equipped) and gate code (if equipped) anytime after 4:00 p.m. EST and prior to 12:00 a.m. EST (Midnight). While we make every effort to have your cabin ready promptly, from time to time there may be a delay and your patience is appreciated. Check out time is 11:00 a.m. EST. No Exceptions, please. An additional night stay may be charged for late check outs.
LOCK BOXES/KEYS - On the day of your arrival, you may call our office at 1-865-264-0723 after 4:00 p.m. EST to get the lock box code for your cabin. This is an automated system that will require you to enter your confirmation number. Once you have received your lock box code you will input the number in the lockbox and the key to your cabin will be inside the lock box. The key MUST remain in the lock box at all times when not in use. There is a $100 fine if the key is not found in the lock box and guests may incur additional service call charges if maintenance personnel are unable to enter the cabin because the key was not in the lock box.
PROPERTY PROTECTION - Don't tie up your money or credit card with expensive damage deposits. Our Property Protection covers any expense for unintentional, non-negligent, damage to the home or its contents up to $1500.00. As a renter, you are obligated to notify American Patriot Getaways of any damage or theft to the unit. American Patriot Getaways reserves the right to determine the Property Protection void due to any lack of notice.
CANCELLATIONS - RESERVATION BOOKED WITH A DISCOUNT- Under the terms and conditions of all special discount promotions, you may not cancel or change your reservation. You will also not be eligible for any type of monetary refund.
CANCELLATIONS – RESERVATIONS BOOKED WITHOUT A DISCOUNT - All reservations are subject to a $40 non- refundable processing fee. Cancellations made 30 days or less in advance of the scheduled arrival date will receive credit in the form of an Inventory Reservation Certificate, less a $25 administrative fee. The certificate is good for one year from the scheduled arrival date and can only be used for any cabin currently available. Cancellations made 30 days or less in advance of a holiday or peak season reservation will receive credit in the form of an Inventory Reservation Certificate, less a $100 administrative fee. Changes in arrival dates are allowed subject to availability, more than 14 days in advance of the schedule arrival date. There is a $25 administrative fee for all cancellations or changes. No changes are allowed within 14 days of your arrival. Holidays require 30 days notice for changes in arrival dates and units. You may upgrade to a larger unit, subject to availability time prior to check-in. There is no fee to upgrade to a larger cabin.
REFUNDS - All our properties are privately owned. Descriptions, bed sizes, amenities and names of cabins are subject to change without notice. Your cabin/chalet should be inspected prior to your arrival to ensure that all equipment is in good working order. In the event of a mechanical failure, we will make every effort to have all reported malfunctions corrected as promptly as possible. Neither the rental company nor the property owner will be obligated to give replacements or refunds in the event of failure or absence of any item, or for any public utility including television service. American Patriot Getaways is not responsible for the weather or other Acts of God and there will be no refunds for these occurrences or for early departure. You are responsible for the entire booking once your reservation is made.
TRAVEL INSURANCE - American Patriot Getaways offers Mountain Trip Preserver by Red Sky travel cancellation/interruption insurance to every guest. Mountain Trip Preserver insurance is optional, but is strongly recommended. Due to unforeseen circumstances such as illnesses, injuries, and even job loss, Trip Cancellation/Interruption insurance is offered to protect your vacation investment. For questions concerning the travel insurance coverage, please call Red Sky directly at 866-889-7409 or visit www.mountaintrippreserver.com. The insurance premium is non-refundable and non-transferable.
NO STUDENT GROUPS OR HOUSE PARTIES OF ANY KIND - If guests are found to be having a party in any of our units, everyone will be asked to vacate the premises. No refunds will be given. Cabin rentals of 3 or more bedrooms require the renter to be 25 years of age or older. Any group found to be under age will have their reservation cancelled.
PETS - PETS - While most of our cabins do not allow pets, we have some properties designated as 'pet friendly'. Guest may only bring dogs. Unless otherwise specified guests may bring no more than 2 dogs, each under 75 lbs. Some properties specify one dog only, or small dogs under 35 lbs only. Dogs must be supervised when in the home. When the pet is not supervised, it is required to be kenneled. The guest of record is responsible for pet damage. Pet damage IS NOT covered under the property protection fee. Make sure your property is pet friendly BEFORE bringing a dog. Allowing a dog into a 'non-pet friendly' property will result in a $250 excess cleaning fee plus any damages to the property. You may also be asked to board the animal or vacate the property. No refunds are available for early departure due to breaking the pet policy.
ALL CABINS ARE NON SMOKING - All cabins are Non-Smoking and you will be subject to a minimum of a $250 penalty for clean up and sanitation if you are found to have smoked inside any of our properties. Butt cans or ashtrays are provided on the outside decks and porches so you may smoke outside only. Please use this to help us prevent forest fires. This is strictly enforced, there are no exceptions.
MAXIMUM OCCUPANCY - Local fire codes have established maximums for all units. Please adhere to these maximums.
FINANCIAL RESPONSIBILITY - Guests assume full responsibility for all damages, excessive cleaning charges, or any missing items including linens and towels. Please read the departure instructions in the unit. If these procedures are not followed an excessive cleaning fee will be charged. APG cannot be held responsible for items left in the cabin, please double check before you depart.
HOT TUBS AND COVERS - Hot tubs will be inspected after each rental. If any items such as food, alcohol, soaps or bath products, etc. are found in the hot tub, you will be charged an excessive cleaning fee of $150. Damage to any cover will result in a $400 to $600 charge. Covers should remain on the hot tub at all times when not in use.
HOT TUB WARNING: Persons with heart conditions, skin sensitivities, pregnant women and children under the age of 16 SHOULD NOT use the hot tub. There is medical research indicating that being in a hot tub can cause an unsafe drop in a young person's heart rate and can dangerously increase his or her body temperature. Children are also more prone to skin irritation from the chemicals in the water. A hot tub is not a swimming pool. Submersing in a hot tub by any person can result in serious eye, ear and respiratory diseases. Drowning can occur in just a few inches of water. Keep children away from the hot tub at all times. Use the hot tub at your own risk.
Mandatory Procedure for Use of Hot Tubs
FIREPLACES - From May through October 1, fireplaces are NOT to be used. Please adhere to this policy. If you are staying with us during the time when fireplaces may be used, please be aware that we do not supply firewood. This is the guests' responsibility. Many of our cabins have gas logs with timers. Please read the instructions carefully before using these fireplaces.
DRIVING CONDITIONS - Mountain roads can be tough at any time of the year. We do not guarantee any road surface conditions. Most roads in our area are well maintained, but they are curvy and steep. Some units may have gravel drives or roads. Each individual resort’s Home Owner Association is responsible for the routine maintenance of the roads in their resort. Typically these roads are well maintained, but they may be bumpy at times. Some smaller resorts do not have any type of maintenance or plowing services. In the late fall, winter, and early spring it is not uncommon to occasionally have hazardous road conditions and in some cases resorts may be closed by the Home Owner Association or access may be limited. It is strongly recommended that all guests during these seasons have four-wheel drive and/or chains. Four-Wheel Drive and/or chains does not guarantee that you will be able to access your cabin. Winter road conditions and maintenance are not guaranteed. We do not issue refunds due to poor road conditions caused by the lack of maintenance by any resort Home Owner Association, other third party sources, or due to inclement weather or otherwise. American Patriot Getaways does not and cannot plow or provide maintenance on roads leading to any of our cabins. You are responsible for your transportation. We cannot provide any transportation for guests nor are we responsible for any towing charges you may incur during your stay. When mountain roads are deemed by the American Patriot Getaways management team to be unsafe for guest travel, APG reserves the right to transfer or cancel any reservation and issue an inventory certificate. It is the guest responsibility to check weather forecasts and road conditions prior to departing for their getaway. If you have any concerns about road conditions leading to your cabin please contact our guest services office at 1-866-367-4838 for the latest resort road conditions and weather alerts.
EMERGENCY NUMBER - Our Front Desk/Guest Services office is open daily from 10:00 a.m. to 9:00 p.m. EST. During peak season, the office hours are extended up to midnight. To reach the Guest Services desk, call toll free 1-866-367-4838 or locally at 865-774-5545. You will find an after-hours emergency number to wake the night manager on your confirmation letter and, it is posted in your cabin. For cabin related emergencies you may call our office. For personal, health, or emergency service please dial 911.
CUSTOMER COMMENTS - We hope you enjoy your stay in the beautiful Smoky Mountains. In our efforts to improve our service and reward our staff, we welcome any comments you may have about your stay. Comments about individual cabins will be passed along to the owners of the cabin.
Please address your comments to: American Patriot Getaways, LLC. Customer Comments 2519 Sand Pike Blvd., Pigeon Forge, TN 37863