|Policies and Procedures|
| Reservation Policy: The first night rental amount plus a non-refundable reservation fee is required to secure a reservation. The remaining balance of the reservation will be ran on the credit card provided 2 days prior to arrival. You must be 21 (and for select cabins, 25) or older to rent a cabin; a photo ID is required upon arrival. Rental agent reserves the right to refuse rental to any individual or group. It is a crime to obtain this rental property under false pretenses. The use of premises shall not be such as to disturb or offend neighbors. Rental agent reserves the right to terminate this Agreement and ask disruptive guests to vacate the premises with no refund. We must have a signed copy of the Rental Agreement prior to check-in. Rental agent reserves the right to move your reservation to a comparable property if necessary due to a problem with the original property. Rental rates and specials may change, but you agree to be bound by the rates in effect at the time of reserving the cabin. Communication about a reservation, even after departure, must only be with the guest named on the reservation.
Confirmation: Confirmation of the reservation will be emailed to address provided by you upon receipt of deposit. Guest(s) should review the confirmation for accuracy of dates, mailing address, and accommodations. Guest(s) must notify Sherwood Forest Resort at 1-888-774-4535 of any discrepancies in the reservation immediately upon receiving the confirmation.
Minimum Stay & Occupancy: We have a minimum 2-night stay on most reservations, with a 3-night minimum or more required on certain dates. Cabin occupancy is limited to the maximum number of guests that your cabin sleeps. Allowing others to occupy the cabin above its stated occupancy limit will be subject to additional fees or eviction.
Cancellations: We will issue a full refund of your deposit, minus your non-refundable reservation fee, for reservations cancelled 30 days prior to your arrival date (60 days for 4 bedroom or larger cabins). Deposits and fees for reservations changed or cancelled less than 30 days prior to your arrival date (60 days for 4 bedroom or larger cabins) are non-refundable. Only the guest named on the Rental Agreement may cancel a reservation, and cancellations must be made by phone to our office. Note: If you make your reservation within 30 days (60 for larger cabins) of arrival, this cancellation policy still applies.
Changes to Reservations: Refunds are not provided for nights removed less than 30 days prior to guest arrival (60 days for 4 bedroom or larger cabins). Changes to cabin size or type are subject to cancellation policies and may not be done inside of 30 days (60 days for 4 bedroom or larger cabins). Only the guest named on the rental agreement may request changes to a reservation. Should a request for a change to a reservation be made within the allowable time period, a $45 change fee will be applied.
Directions to Our Office: You will come to our office to check in. We discourage the use of online maps (i.e. Google or MapQuest) as many of our roads are not registered in their system. You may use those to get from your home to the city of Pigeon Forge. From Hwy 441, the main Parkway in Pigeon Forge, turn west (right) at traffic light #10. Follow this road approximately 0.5 miles. Turn left Rush Branch Road. Follow this road for exactly 0.8 miles; the Sherwood Forest Resort office will be on the right. Directions to cabins are not provided until check-in.
Check-In:Check-in is after 3:00 pm. Due to the necessity of cleaning and inspecting your cabin, we do not allow check-ins earlier than 3:00 pm. Due to unforeseen circumstances, and/or on particularly heavy arrival dates, check-in times could be delayed. The guest named on the reservation must check in, unless prior arrangements have been made with us. Using our Express Check-in is easy: The remaining balance and security deposit are due 2 days prior to arrival, must be paid before the cabin may be occupied by any guest in the party, and will be automatically applied to the credit card on file at that time. If you wish to use a different card, you must call our office with this information no less than 3 days prior to arrival. The remaining balance may not be paid by check, other than cashiers' or travelers' checks. We do not accept checks for security deposits, but checks may be accepted for initial booking deposits when those are received in our office no less than 30 days prior to arrival. All returned checks are subject to a $25 fee. You should receive directions to the cabin via email 5 days prior to your arrival. Once a signed copy of the rental agreement has been received, the balance has been paid in full, and the security deposit has been authorized, you will receive via text message or email on the day of your arrival the code information for your cabin (this may include door codes and alarm codes, if applicable--please be sure you have provided our office with a valid cell phone number and email address in order to receive this information electronically). Our office hours are 8 am to 7 pm Monday – Thursday, 8 am to 8 pm on Friday and 9 am to 6 pm on Saturday and Sunday. If you will be arriving after office hours please schedule a late arrival with us and we will prepare a late-arrival package for you. This package will include directions and a key code to your cabin and will be available at our office door. Late check-ins must come to the office between 9:00 am and 11:00 am the following morning to complete required paperwork. Guests who do not do so will be assessed a late processing fee. Guests agree to abide by all guidelines given at check-in. Note: We do not allow guests to check in on Thanksgiving Day or Christmas Day.
Check-Out: Check-out is no later than 10:00 am and is strictly enforced. Unless prior arrangements have been made, any guest who does not vacate the rental cabin by 10:00 am will be assessed a late check-out fee per hour. You do not need to return to the office to check-out. Guest agrees to follow all check-out procedures as explained in arrival packet. Please respect check-out time, as we need time to prepare the cabin for the next guest.
Accepted Forms of Payment: Guest is responsible for all rental rates, taxes, and fees 2 days prior to arrival. We accept cash, Visa, MasterCard, Discover and American Express, as well as travelers' checks, cashiers' checks, and money orders. We discourage the use of debit cards for payment and cannot be responsible for any overdraft charges. Personal, business checks, and church checks will not be accepted at check-in, nor are they acceptable for the security hold. We will accept a check for deposit or final balance if it is received at least 30 days prior to arrival. Returned checks will result in a $25 fee.
Tax-Exempt Reservations: A Tennessee tax-exempt certificate or 501c3 tax-exempt certificate must be provided by any group wishing to claim tax exemption. For these types of reservations, several criteria must be met: (1) The reservation must be made in a group name. (2) Payment must be made by a form of payment showing the group name (i.e. credit card issued in the group name, check with the group name on the account, etc.). (3) The group name on the tax-exempt certificate must match all of the above. Request for tax-exemption must be made at the time of booking. A valid tax-exempt certificate (as stated above) must be submitted to the rental agent at the same time the signed Agreement is returned, which should be within 14 days of making the reservation.
Important Notice: Guest payments may not be held in escrow. Escrow funds may be subject to certain repurchase agreements. This notice is in accordance with Tennessee State Law § 62-13-104 (b)(3)(D).
Damages and Excessive Cleaning: Guest agrees to leave the cabin in an undamaged condition. Please be respectful of all cabin owner property during your stay. Guests should NOT move or rearrange cabin furnishings in any way. Failure to comply may result in forfeiture of your security hold and/or additional charges. A security deposit ‘hold’ is required for check-in starting at $200 for a 1 BR cabin, and increasing $100 per BR thereafter for regular cabins; cabins with theaters will require a $250 deposit in addition to that for a regular cabin. This hold is just an authorization and will not show on your credit card statement. Guest understands they are solely responsible for, and assume all liability for any damages to the cabin during their stay. In the event of damage, theft, or the need for excessive cleaning, this security deposit will be used. If charges exceed the security deposit, guest authorizes rental agent to charge the credit card on file. Should the guest dispute the charges or the credit limit on the credit/debit card on file is not sufficient to cover the damages/theft/cleaning, rental agent reserves the right to charge the guest with vandalism and pursue collection from the guest with venue being in the county of Sevier, State of Tennessee. All reasonable attorney fees will be at the expense of the guest if collection becomes necessary. Any damages or problems not reported by the guest upon arrival will be charged to the guest. Any accident or damage to personal property while at a cabin must be reported within 24 hours of occurrence. Note: Financial institutions have varying debit card policies, and in some cases a “hold” transaction can appear as a deduction from the account. We recommend that guests contact their financial institution to learn their policies prior to using a debit card for the security hold.
Group Responsibilities: We require that a group leader and/or chaperone be present with your group at all times while you are at the cabin. Noise is to be kept at a reasonable level, since other guests may be staying in nearby cabins. At our discretion, we may require and arrange for a security service to patrol your cabin. We will attempt to notify you if this becomes necessary and your group will be charged for this service at $150.00 per night per cabin. In the event any complaints are received about the group as a whole, or about any individual within the group, you will receive a warning from our company and could face possible eviction from the cabin, depending on the offense. Continued complaints will result in eviction, without refund. The group is responsible for all damage to the cabin incurred by any member or guest. If damage occurs, you will be charged not only for the repairs/replacements, but also for any refunds or adjustments that our company is forced to make to other guests due to the behavior of your group. The amount involved is totally separate from the master account, and you give full authorization to charge the credit card on file, or agree to provide us with payment via other means should this card decline.
Pets and Smoking: Smoking is not permitted in any of our cabins. Smoking is permitted outside on the deck only, where ash cans are provided. Do not flick cigarettes or toss any other items off the cabin decks. Some of our cabins allow dogs over 1 year of age, but only specifically noted cabins. If allowed, no more than two dogs may be brought, and each must be under the weight listed. A $90 non-refundable pet fee will be applied PER PET. Any unauthorized pets or smoking in a cabin are subject to a $300.00 fee and you may be asked to leave the cabin immediately with no refund.
Hot Tubs: In accordance with our county health department codes, hot tubs are drained, cleaned, refilled, and chemically sanitized prior to each guest arrival. Please leave the bromine floater in the hot tub at all times. Because the hot tubs are completely drained and refilled prior to each guest stay, the water may not be warm until the evening of your arrival. Please, when not using the hot tub, leave the cover on so the hot tub will stay warm and debris will stay out. There are health risks associated with the use of hot tubs--use with discretion and at your sole responsibility. Please shower with soap and water before and after using the hot tub as some lotions, soaps, etc. mixed with the hot tub chemicals can cause a rash on your skin. Rental agent assumes no responsibility for any occurrence associated with hot tub usage. Guests with heart disease, diabetes, high or low blood pressure, or any serious illness and pregnant women should not enter the hot tub without consulting a physician. Guests with skin, ear, genital or other body infections, open sores or wounds should not use the hot tub due to the possibility of spreading infection. Children under the age of 12 are prohibited from using the tub unless accompanied and supervised by their legal guardian. If any residue from items such as bath products, food, alcohol, etc. is found in the tub, guest will be charged a cleaning fee up to $100. DO NOT SIT OR STAND ON THE HOT TUB COVER. If it breaks, you will be charged up to $500 to replace it.
Fireplaces: Fireplaces that are electric are usable year-round, but should not be used at any time when air conditioning is on in the cabin. Gas fireplaces are seasonal and are not in operation from April through September.
Telephone Calls: Local telephone calls are free from your cabin. Long distance calls must be made using a credit card, calling card, or by calling collect, unless the cabin owner has provided unlimited long distance as one of the cabin amenities.
Maintenance: Rental agent performs regular maintenance on all cabins and makes every effort to keep all amenities in good working order. As in any home, appliances, hot tubs, A/C and heating units, satellite TV, internet, fireplaces, etc. may malfunction on occasion and while we cannot offer refunds or discounts for such malfunctions, we will make every effort to correct any deficiencies as soon as possible during regular business hours. Please report all maintenance issues immediately. We provide after-hour service for emergencies only, such as lack of power, heat, air, water, severe leaks, accidents, and cabin lock-outs.
Housekeeping: Housekeepers clean each cabin thoroughly prior to guest arrival. We do not offer daily maid service. A starter set of linens, towels, soap supplies, toilet paper, and paper towels is provided, and washer/dryer units are provided for guests to wash linens or towels as needed. Upon arrival, please report any damage or housekeeping issues.
Refund Policy: We will do everything we can to make sure your cabin is ready for you. As in any home, malfunctions occasionally happen. No refunds will be issued for non-working amenities, malfunctions in equipment (i.e. hot tubs, saunas, whirlpool tubs, televisions, internet, stereos, VCRs, etc.), early departures, unruly guests, or for any weather conditions.
Home, Furnishings, Equipment, Etc: All cabins are privately owned, furnished and equipped by the owner. Decor, style, and color may vary. Furnishings are subject to change without notice. Certain utilities (i.e. cable, internet) are provided by the owner and may be subject to change at any time without prior notice. Gas for gas grills is not provided by the rental agent.
Lost or Stolen Items: Rental agent is not responsible for lost, stolen or damaged items. Guest items which are found will be returned to the maintenance office. Items can be returned at the guest’s expense.
Weather: We’re glad you’ve decided to visit the Great Smoky Mountains. Keep in mind that many of our roads are winding and steep. During winter months, four-wheel drive or chain-equipped vehicles should be considered. While we will assist you in any way we can, we do not offer discounts or refunds if you are unable to arrive to your cabin because of weather conditions, including snow, storms, high winds, etc.
Pests, The Environment, and Construction: To ensure the best guest experience, we perform regular pest control maintenance on all of our cabins. Because our cabins are located in wooded and mountain areas we cannot guarantee that they will be pest or creature-free. We do not offer refunds or discounts for pests including ladybugs. Ladybugs are a part of our environment and we are unable to prevent them from occasionally visiting our cabins. Please contact our Maintenance Dept. or Customer Care during regular business hours to report any problems, and we will do our best to help you. As with any community, growth is a continuous process. Please pardon our progress and construction. Rental agent is not responsible for construction taking place near a cabin, and therefore we cannot refund, discount, or switch you to another cabin.
Swimming Pool: The resort swimming pool is generally open, weather and maintenance permitting, from late-April through early-October. Minors using the pool must be accompanied by an adult. Guest understands the use of the pool is at his/her own risk and agrees to follow the rules provided. Cabin Company assumes no responsibility for any occurrence associated with swimming pool usage.
Property Owner’s Associations: Many of the cabins that this company manages belong to a homeowner’s association, which control issues such as swimming pools, street lights, road maintenance, landscaping, water and sewer, and common areas. Our cabin company assumes no responsibility for any problems with these items. In the event that an issue arises, we will provide contact information for the property owner’s association (if it is available) for assistance.
Miscellaneous: Fireworks and firearms are not permitted on, in or around any cabin. Rental agent reserves the right to enter and inspect any cabin without notice or the guest being present. Guest hereby agrees to indemnify and hold Cabin Company harmless from any and all claims including those of third parties arising out of or in any way related to guest use of premises or the items of personal property provided therein. Guest assumes the risk of injury or other losses relating to any recreational activities and will hold owner and its agents harmless with respect thereto. Rental agent does not divulge guest personal information to any third party without expressed consent.