Policies & Frequently Asked Questions
Below are a list of our policies and questions that we are often asked. Upon arrival, the reservation holder will be required to present a valid photo ID that matches the reservation name. If you have any other questions please contact us via our contact page or give us a call at 866-453-9696.
Due to unforeseen circumstances such as illness, injuries, mandatory evacuation, and even job loss, we have partnered with Red Sky Travel Insurance to offer to protect your vacation investment (as is described in the policy). The insurance premium is due in full at time of booking with your advance rent payment, and coverage begins with receipt of your payment. Once the insurance premium is paid, it is non-refundable. If you decide to OPT OUT and decline the travel insurance, that waives any right for any type of refundable cancellation. If you need to use your Travel Insurance Cancellation, please call RED SKY at the following number 1-866-889-7409 or visit http://www.trippreserver.com/. Travel Insurance MUST be purchased at time of booking your reservation or at least 30 days prior to arrival date.
The Pre-Existing condition exclusion will be waived if the protection plan is purchased within 21 days of the initial Rental deposit and you are not disabled from travel at the time you pay the plan cost.
If you opted out of purchasing travel insurance for any reservations made after 10/22/14, you waived your right to any type of a refundable cancellation under any circumstances, if you are INSIDE 14 days prior to arrival. If you cancel your reservation inside the 14 days prior to arrival and you PURCHASED travel insurance, your refunds will be handled directly between you, the guest, and Red Sky Travel Insurance Company. To cancel or modify your reservation, you must call our Reservation Department at 1-800-429-4361. If you cancel outside the 14 day cancellation period, we will refund the first night deposit LESS a $25.00 cancellation fee.
Cancellation Policy if Travel Insurance was not Purchased at Booking: From date of booking until 14 days prior to arrival, cancellation is allowed. There will be a $25.00 cancellation fee deducted from your booking deposit & the remainder will be refunded back to guest. Once inside the 14 days prior to arrival there will be no refunds for any reason and all monies will be forfeited. Date or unit changes inside 14 days prior to arrival are considered cancellations.
Cancellation Policy if Travel Insurance was Purchased at Booking: If you cancel your reservation inside the 14 days prior to arrival your claim and refund (if approved by Red Sky) will be handled directly between you, the guest, and Red Sky Travel Insurance Company. You will file a claim with Red Sky & they will require proof of cancellation reason. If you cancel outside the 14 days prior to arrival, you will be refunded your deposit LESS the amount of your Travel Insurance Policy. Travel Insurance is non-refundable after purchased. For Questions on Policy Coverage call 866-889-7409 click here: http://www.trippreserver.com.
1st Night Deposit is due at time of booking and remaining balance is due IN FULL 14 days prior to arrival date. If you are making a reservation inside 14 days from date of arrival, the full amount is due at time of booking.
If you have paid via e-check and your check is returned for any reason, you will be responsible to pay $45.00 per returned transaction, in addition to the full amount that has been returned and is owed to Resort Properties Management for services rendered and to our Unit Owners for rents owed on reservations and stays.
We cater to responsible adults and families; you must be 21 years old to secure a reservation. Please keep in mind there are other guests staying at the condominiums.
Maximum occupancy limits are set by the State Fire Marshall’s Office and may not be exceeded. Capacities are as follows:
2 bedroom units = 6 persons ♦ 3 bedroom units = 8 persons
Sleeper Sofas: Sleeper sofas are not meant for adults, they are meant for children. There will be no refunds or adjustments made due to uncomfortable sleeper sofas.
We ask that each guest abide by this standard for the safety of all guests.
Each Condo has a set number of parking spaces that are allowed to be used with that condo rental.
2 & 3 bedroom units =2 Parking Spaces ♦ Each guest/car will be provided with a parking permit (upon check-in) that is valid for dates of stay. Any car that does not have a valid parking permit is subject to towing at vehicle owner’s expense.
Parking Permits are checked nightly by Staff and Security. No trailers are allowed in main parking lots.
We cannot accommodate Charter Buses at any of our properties.
We love pets, but they are not allowed in our rental units. A $500.00 cleaning fee, plus any damages, will be charged if you ignore this policy.
We are non-smoking vacation rentals. Smoking is not allowed in the units, on balconies, breezeways or sidewalks. A $500.00 cleaning fee, plus any damages, will be charged if you ignore this policy.This includes: Cigarettes, Vaping and/or E-Cigarettes.
We try to honor guest requests for specific unit assignments when requested; however, we reserve the right to change rental assignments without notice or liability in the event the unit is sold, becomes unavailable, or due to mechanical issues.
Check-in time begins at 4:00pm (EST) on your scheduled check-in date, but is not guaranteed until the unit is cleaned and inspected. Late check-ins can be arranged by notifying our office before 4:00pm (EST).
Our units are cleaned and inventoried before and after each stay. Please do not remove anything from condos or move kitchen or furniture items to another condo and/or outside the unit. Guests are financially responsible for missing items, the need for excessive cleaning (due to but not limited to: stains, burns, soiled bedspreads, trashed units, etc.) or any damage due to negligence or any action on the guest’s part. Excessive cleaning fees begin at $50 per unit and increase depending on the size of the unit and conditions.
We furnish an initial supply of paper towels, toilet paper, trash bags, dishwashing detergent and dishwashing liquid.
A washer/dryer is furnished in each unit so you can refresh your linens, etc. We do not furnish laundry detergent.
Please empty the dryer’s lint tray after each use for better drying.
A fire evacuation map is posted on the back of your entryway door. You will also find a fire extinguisher under the kitchen sink or in the kitchen area.
We do not refund your payment if you check out early.
Check out time is by 11:00am (EST) on your scheduled departure date. Please complete your checkout at the office, bringing all keys. If checking out before office hours, place key(s) in the drop slot in the front office door. There is a charge of $25.00 for lost or unreturned keys.
Please set the thermostat to 72 degrees during the summer and 68 degrees during the winter.
Please don’t forget to empty all the items from the refrigerator and to take out the trash. At Bear Crossing, the dumpster is located to the left of the pool.
Please load and start the dishwasher – It is not necessary to wait until the wash/dry cycles are completed, as housekeeping will unload and put the items away.
Resort Properties Management LLC and respective Homeowner/HOA will not be responsible for accident/injury to guest, or loss of money, jewelry or other valuables.
To be considered Tax Exempt Resort properties Management requires a current Tax form. The TN sales tax forms are only good for 4 years after date of issue . Now if they have an Internal Revenue Service 501c3 letter, then the IRS letter does not expire. Please remember, even as Tax Exempt, you still have the Pigeon Forge local Tax of 2.5%.