Rental Policies Guidlines

Please review the following guidelines of Heartland Rentals before you make your reservation. Guests are responsible for understanding the rules and regulations and adhering to them.

Heartland Cabin Rentals has been in business since 1994. Heartland Rentals, Inc manages the cabins, chalets and cottages on the Heartland Program, as well as the amenities and furnishings within each rental. All properties are privately owned and furnished by the cabin homeowners. All cabins, chalets, and cottages have basic amenities such as fully equipped kitchens and bathrooms.

All rentals are privately owned units. Neither the owner nor Heartland Rentals is responsible for any accidents, injuries, or illnesses that occur while on the premises. Heartland Rentals and private homeowners also are not responsible for the loss of guest personal belongings or valuables. By accepting this reservation, it is agreed that all guests are expressly assuming the risk of any harm arising from their use of the premises, or anyone in their party whom they invite to use the premises during their stay.

Refusal - We have the right to refuse to rent our cabins to any guest at any time. We reserve the right to cancel a reservation at any time. You must be 21 years or older to rent a cabin.

Basic Amenities - Central Heat and A/C, stove, refrigerator, microwave, toaster, coffee maker, dishes, flatware, utensils, pots and pans, telephones, color TV/VCR/DVD, fire and smoke detectors, pillows, bed linens and blankets; towels, washcloths, and bathmats.

Guests Should Supply - Heartland provides each unit with a starter supply of bar soap, dish soap, facial tissues, toilet paper and paper towels.
Items not included that guests will need to supply: charcoal for the barbecue grill, fire starter or kindling, iron and ironing boards, extra blankets, cribs, laundry detergent, aluminum foil, plastic wrap, coffee filters and condiments.

Seasonal Decorations - Some units are decorated for the holidays. Guests may put up artificial Christmas trees only during a holiday stay. Guests must properly dispose of all personal decorations upon departure.

Reservations - Reservations can be made either by calling our office or by making reservations online. Reservations may be made up to one year in advance. The day you make reservations, your deposit is due either by Visa or Master Card, or you have 7 days to mail a check or money order. The required deposit is 50% of the bill subtotal. Balance is due within 14 days (two weeks) before your arrival date, payable by Visa, Master Card, or money order. No personal checks will be accepted less than 14 days prior to your arrival date. A $25.00 service fee will be charged for any returned checks.

Cancellation Policy - Due to holding accommodations per the reservations and not renting reserved units or dates to others, payments cannot be returned, unless cancellation occurs two weeks prior to your arrival date (14 days). If your date of cancellation is greater than 14 days from your arrival date, your deposit less an administration fee of $50.00 will be refunded. If you cancel less then 14 days prior to your arrival day, the entire deposit is forfeited and not returned. Please consider adding CSA's Trip Insurance to your reservation.

Rescheduling - If you need to reschedule your reservation dates, changes must be made more than 14 days before your arrival date. A $15.00 transfer fee will be charged. Any changes made to original reservations will be charged a $15.00 administration fee.

Refunds - All refunds are remitted on the 15th of each month for the previous month.

Security and Damage Deposit - A CSA Security Deposit Protection premium will be charged to your reservation in the amount of $40. This covers you, the guest, for up to $3000 of accidental damage. You may opt out of this plan any time prior to your check in by remitting a cashier's check in the amount of the Damage Deposit for your unit. This Rental Unit Damage Protection plan covers unintentional damages to the rental unit interior that occur during your stay, provided they are disclosed to management prior to check-out. The policy will pay a maximum benefit of $3000. If, during your stay at one of our Rental Properties, an Insured Person causes any damages to real or personal property of the unit as a result of inadvertent acts or omissions, the Insurer will reimburse the insured for the cost of repair or replacement of such property up to a maximum benefit of $3000.00. Certain terms and conditions apply. Full details of the Rental Unit Damage Protection Coverage are contained in the Certificate of Insurance or Insurance Policy. The Rental Unit Damage Protection can be purchased up to, and including at, check in. By submitting payment for this plan, you authorize and request CSA Travel Protection to pay directly Heartland Rentals any amount payable under the terms and conditions of the Rental Unit Damage Protection. Please contact Heartland Rentals directly if you do not wish in this plan or assignment. If your damages exceed $3000, the jurisdiction for a small claims action against you shall be Sevier County, Tennessee.

Cleaning Fee - All of our units have a non-refundable cleaning fee. This fee is for sterilizing hot tubs and Jacuzzi's, bathrooms, bed linens, floors and kitchens.

Check-In and Late Arrivals -
Office Hours are as follows:
Monday through Friday from 9:00 AM until 6:00 PM
Saturday 9:00 AM until 5:00 PM
Sunday Office is Closed.
Regular Check-In begins at 4:00 PM each day and continues until our office closes. Heartland Rentals does not offer early check-in.
If you are arriving after hours or on Sunday, please call the office for instructions on where your rental package will be located. This package includes directions and keys to your rental. Your package will not be available if paperwork is not complete or if the reservation is not paid in full. If there are any concerns regarding paperwork, you must call (see number above) before your arrival date.

Checkout - Checkout is 10:30 AM. If you check out later, you will be charged $100.00 minimum for late checkout. No late checkouts are allowed, unless you have pre-approved permission from the office. To check out, call the rental office; either an answering machine or an office staff member will answer. State your cabin name and your time of departure. Please refer to the instructions on your cabin directions (received at check-in) regarding how to return your rental keys.

Cleanup Requirements for Checkout - When you are ready to leave, please place all linens in the Jacuzzi or shower. Gather all garbage and place in outside receptacles. All used dishes and kitchenware should be cleaned and put away. Any furniture moved during your stay must be returned to its original location. If you disconnected TV cables to play games, all cables must be properly reconnected. If TV maintenance/repair must be utilized to restore TV cable or satellite connections to working order after your stay, your credit card will be charged for the service call.

Linens - All rentals are equipped with adequate fresh linens for the length of your stay. Daily housekeeping is not available. Should you need more linens, guests should wash the existing supply using the washer and dryer in the unit. For units without washer and dryers, Heartland will supply more linens to accommodate a guest's special requirements.

Pets - Some units are pet-friendly, and require a $30.00 non-refundable pet fee. All pets must be 10 pounds or less. Guests staying in our units are financially responsible for any and all damages caused by their pets. All guests must notify and have permission from the office to bring a pet.

Hot Tubs/Pools/Saunas/Spas - Please remember there are certain health risks associated with improper use of this equipment. When using hot tubs, pools, saunas, and spas, it is the responsibility of the registered guest to inform anyone using these items during their stay of both proper use and potential hazards. DO NOT STAND ON HOT TUB COVERS! Covers are for insulation purposes only, and are not designed to support weight. If broken during your stay, you may be charged for cover replacement. When tub is not in use, hot tub covers should be placed back onto tub unit to maintain warmth. If you have any questions regarding hot tub operation, please call during office hours for assistance.
All seasonal swimming pools are maintained by the cabins and chalet homeowners association. Housekeeping drains, sanitizes, refills, and replenishes chemicals in all hot tubs prior to each reservation arrival.

Insects - All units are sprayed monthly by a professional pest control company. However, wasps, ladybugs, and other insects sometimes still impact rental units. Our Great Smoky Mountains location is home to many species. If there are any questions regarding insects, please call during office hours for assistance.

Maintenance - In the rare instance you find something in the rental unit not working properly, please notify our office as soon as possible. We do everything possible to maintain all equipment in good working order. If something is not functioning, we will do our best to repair it for your stay. Upon arrival, you will receive an after hours emergency number. If you report something that is a true emergency after hours, then you will be contacted back as soon as possible. If the issue is not a true emergency, then you will be called back the following day during normal business hours to resolve the issue as soon as possible.

Fireplaces - Most of our units have either gas-burning or wood-burning fireplaces. All fireplaces are for seasonal use from October 1 through April 30. No foreign materials are to be burned in gas fireplaces. You may be charged for any resulting damages from such activity.

Telephone Service and Internet - All of our units have normal telephone service. All local calls are free. You must use a calling card or 1-800-COLLECT to make long distance calls.

Lost and Found - Heartland Rentals is not responsible for personal property left after your departure. If you find you have left something, please call the office and we will try to locate locate the item and return it COD to the address you provide.

Television, Stereo and CD/DVD Players - All of our units are privately owned. Homeowners independently select the level of TV service, (satellite, cable, or antenna). Premium channels are typically not available in most areas because of terrain. If your unit has cable, local network channels are available. Satellite service typically does not provide local network channels. Most of our units have satellite due to unavailability of cable service in remote mountainous locations. Heartland Rentals is not responsible for TV reception or operation. Not all units have CD/DVD players or stereos. Please review the amenities listing for each unit regarding these items.

Refunds - No refunds will be given due to inclement weather or malfunctions in equipment (hot tubs, saunas, Jacuzzis, televisions, stereos or DVD/VCR players). If a problem occurs with equipment, we will repair it as soon as possible. There are NO REFUNDS for early departure for any reason. Please consider adding CSA Trip Insurance to your reservation for your convenience in the event you have to cancel.

Weather - Weather can change quickly in the Great Smoky Mountains. Please plan your trip accordingly. We recommend chains and/or four wheel drive vehicles during the winter months (November through March). No refunds are given due to weather conditions. Heartland Rentals reserves the right to move your reservation to an accessible unit location, if roads to an original reservation are impassable due to inclement weather (usually unsafe icy conditions with hillside locations).

Construction and Traffic - The Sevierville, Pigeon Forge, and Gatlinburg areas are growing rapidly. It is sometimes necessary to plan for alternate routes to avoid traffic delays. We provide a map that has five different routes to reach the Heartland Rentals office. Construction in the area of your rental is also possible. Construction is not Heartland Rentals responsibility, and will not be considered grounds for refund or relocation. If there are any questions regarding road construction or building construction near your unit, please contact our office during regular business hours.

We hope your stay with Heartland Rentals is most comfortable and enjoyable!