FAQ

We try to anticipate most every question that our guests can ask. Some are so good that we have published them for everyone's benefit. If we still haven't answered your specific questions, please shoot us an e-mail and we'll add it to our list. Just submit your question to faq@greatsmokyrentals.com

How much do I have to put down to make a confirmed reservation?

Our company policy is for all reservations we require 30% of rental fees and taxes at the time of reservation if more than 30 days until check-in date. The balance and refundable security deposit are due 30 days before your check-in date. if it is less than 30 days to check-in date we require 100% of rental fees and taxes at the time of booking and the security deposit check should be mailed if there is ample time or you may sign a security deposit waiver. For holiday reservations we require 30% of rental fees and taxes at the time of reservation and the balance is due 90 days before check in. Walch Creekside and Walch Pondview are an exception to this rule which these homes have a policy of 100% of the rental fees and taxes are required at the time of reservaion for major holiday and July reservations and are non refundable unless rebooked if cancelled. All reservations will be charged a $35 processing fee that is non-refundable.

4 Wheel Drive in winter

Most guests would love to have snow during the winter months. In the mountains weather can change quickly so stay tuned to the local TV/radio or the Weather Channel for storm warnings or watches. Depending on the severity of winter weather and your location, it is your responsibility to make needed preparations and take necessary precautions. 4-wheel drive (and possibly snow chains or cables) is always good to have from December through April. Even a home listed as easy access can be difficult if there is snow or ice.

What is the security deposit and what is it for?

The security deposit is a deposit in case of any damages or charges (pay-per-view, long distance, trash left, etc) during your stay. It must be in check or money order form only and it will be deposited into our trust account and must be paid 30 days before your check-in date. We have 45 days to return your security deposit, but it is usually sent back within 30 days of your check-out date. If your security deposit, any balances and signed rental agreement have not been recieved by GSRE before check-in date you will not get your lockbox code.

Special Reqirements

Should you have special needs such as must have pet friendly home, traveling with trailer, AC, hot tub etc. please let us know before you make your reservation. Once the reservation deposit has been made your reservation is confirmed and is subject to the cancellation policy. It is your responsibility to let us know if you have Special requirements. Each home is individually owned and we can not move you from one house to another.

What does the house come equipped with?

Each home is fully furnished (as indicated on their individual web page) with linens that include a towel set for each guest, bed linens and pillows for each bed, futons and sleeper sofas, kitchen utensils, dishes, pots and pans and ONE complimentary roll of toilet paper.

Heat and Air

Not all homes are equipped with central air or window air conditioners. Please ask if this is a requirement for you. During the summer months when you arrive at your home only turn the air down a few (3-4) degrees at a time to keep the AC unit from freezing up which could cause damage to the unit which you could be responsible for. In the winter months the heat should always be left on no less than 55 degrees to keep homes from freezing up. Do not turn off the heat when you are checking out.

What do I need to bring?

Please bring your personal clothing, food, hygiene items, soap and paper products (toilet paper, paper towel, napkins, trash bags, bath soap, laundry detergent, kitchen soaps, etc..). All homes have a long distance block on them. Cell phone reception is not always reliable in the mountains so you might want to bring a calling card with you just in case.

I will arrive after office hours, what do I do?

We send all guests directly to the house you have rented where there is a lock box with your key to the house in it. You will need to call a few days before check in for your lockbox code and the location of the lockbox, and for the best directions to the cabin from the way you will be coming into the area.

What is your cancellation policy?

For non holiday reservations: If you cancel 60 or more days before your check-in date you will receive a refund minus a $100 processing fee. If you cancel less than 60 days befor your check-in date you will receive a refund only if the home you booked is re-rented all or part of the dates of your reservation. If part of the dates are re-booked you will receive that portion as a refund. For holiday reservations: Holiday reservations are non-refundable if cancelled only if the home you booked is re-rented all or part of the dates of your reservation. If part of the dates are re-booked you will receive that portion as a refund. If your refundable security deposit has been paid. It is always refunded if you cancel.

Why are holiday reservations non-refundable if cancelled?

Holidays vacation rentals are in great demand here in the beautiful mountains and this is a business for the owners of these homes. We usually have a waiting list for cancellations because of this demand. We get calls right up until each holiday and it is a great possiblity should you need to cancel that the home you have chosen will be re-booked.

Do I have to clean the home before leaving?

Each home's rental fee includes a general clean and washing of linens. The fireplace will be cleaned out and if there is a hot tub it will be drained, cleaned and refilled for the next tenant. You are required to dispose of all trash except for one small bag may be left in the home upon departure.

What do I do with the key upon checkout?

Leave the key in the lockbox you picked it up from when you arrived at the house. Make sure to lock the door and all windows. Please call the GSR office to let us know that you are checking out (leave a message if no one answers).

Winter precautions

In the winter months DO NOT TURN OFF THE HEAT IN THE HOME while out of the house or at check out. Leave it set at no less than 55 degrees or they house, plumbing etc. can freeze up and cause major damage which you could be held responsible for.

What should I do if we find an item that needs repair in the home?

Please call the GSR office immediately to let us know of the problem, so that we can quickly get it on the maintenance repair list. If you have an after hours emergancy please page the maintenance pager included with your check-in packet.

Will there be firewood at the home when we arrive?

Firewood is not provided. Firewood is available for $50 a half truck load.

Do the homes have computer access?

Some cabins do have DSL internet access and these homes do have that information listed on the individual cabin web pages as yes or no in internet section on their cabin page. For those cabins that do not have DSL internet access you can use dial up access for your computers at any of the homes but you will need to find out if the ISP you use has a local number for this area. If you have any questions please ask.

Will I be able to make long distance calls from the home?

We currently only several homes (The Great Escape, Triple Play and Walch Pondview) that has domestic long distance phone calls allowed from the cabin. If a home has the domestic free long distance calling available it will be in the description somwhere on that homes web page. All of our other homes have a long distance block. You will need a calling card or credit card to make long distance calls from the homes. Cell phones don't always work in the mountains. Your provider may not be available in our area or your cell phone reception might not be very good. Some homes are located in more rural areas and don't get any cell phone reception.

I want to go horseback riding and river rafting, how do I get information on setting that up?

Check out the activities area of our website for links to different activities in the area. We will be glad to assist you with information through our Guest Services assistance program.

Is it okay to rearrange the furniture in the home to our needs?

Yes, but you MUST replace the furniture in the position you found it in upon departure or you risk forfeiting your security deposit if additional labor hours are required to bring the home back to it's original condition.

How do we get rid of our trash?

With your check-in packet you will be provided with directions to the county dump stations or community dump containers for the home you will be staying at. The hours are listed for these county trash drops as well. Keep in mind that Sundays and holidays they are closed so you will need to take all trash prior to Sunday or the upcoming holiday if you will be checking out either on a Sunday or a holiday or before the dumps open in the morning of your departure.

Can we change homes after our reservation is made.

Sorry, but each of our homes are individually owned. We rely on reservations and once your reservation deposit is made we can only move you from one home to another with the first homes owners permission.

Can you buy beer, wine liquor anywhere?

Haywood County, NC has limited areas where you can buy beer, wine and liquor. You can buy beer and wine in city limit stores (grocery stores and convenience stores). There are ABC liquor stores in Waynesville and Maggie Valley where you can buy liquor. While most restaurants in city limits sell beer, wine and liquor by the drink be aware that not all do. If you are arriving late at night or on a weekend you might want to purchase what you want before arrival. The liquor stores are closed on Sundays and close at 8 or 9 at night. If you have any questions about when and where you can buy these items please let us know.