Rules & Regulations

Please read the following rules & regulations of Heartland Rentals before you make your reservation.  The guest is responsible for knowing the rules and regulations and adhering to them.

Introduction - 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 facilities and furnishings within the rental. All properties are privately owned and furnished by the homeowners of the cabins. All cabins, chalets and cottages have the basic amenities such as fully equipped kitchens.

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.

Basic Amenities - Heat and A/C, Stove, refrigerator, microwave, toaster, coffee maker, dishes, flatware, utensils, pots and pans, telephone's, color TV/VCR, fire and smoke detectors, towels, pillows and bed linens, washcloths and bath mats and blankets. Each Unit also has a starter supply of bar soap, dish soap, facial tissue, and toilet paper and paper towel. 

Guests Should Supply - Items that the quest will need to supply will be, Charcoal for the grill, fire starter or kindling, iron & ironing boards, extra blankets, cribs and foil, plastic wrap and laundry soap, coffee filters and condiment. 

Decorations - Some of our units are decorated for the holidays, but not all. Guest may put up Christmas trees during their stay only if they are artificial. Guest must properly dispose of all decorations upon departure. 

Reservations - 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 in a check or money order. The deposit is half of the sub total. The balance is due within 14 days (two weeks) before your arrival date, either by visa or master card or money order. No personal checks will be taken less then 14 days of your arrival date. There will be a $25.00 dollar service charge will be added to any returned checks. Your reservations can either be made by calling our office or making reservations on line. 

Cancellation Policy - Due to holding these accommodations and in consideration of the fact that we did not rent this unit or these dates to others, we cannot return any payments unless you cancel two weeks prior to your arrival date (14 days). If you cancel and the date is greater then (14 days) from your arrival date we will refund your deposit, less our administration fee of $50.00. If you cancel less then 14 days to your arrival day, you forfeit all monies. 

Rescheduling - If you need to reschedule your reservations, it must be done greater then 14 days before your arrival date and you will only be charged a $15.00 dollar transfer fee. Any changes that are made to your reservations will be a $15.00 dollar administrated fee. 

Refunds - All refunds are done at the 15th of each month for the previous month. 

Security and Damage Deposit - When you make your reservations and you do not use a credit card, then on arrival you will have to put a cash security/damage deposit down. The amount will vary depending on which cabin or chalet your reserve. After check out and your unit has been inspected and nothing found missing or damaged or extra cleaning needed, then your money will be returned to you within 14 days. 

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

Check-In and Late Arrivals -  Monday through Friday from 9:00 AM until 6:00 PM, Saturday 9:00 AM until 5:00 PM and Sunday we are Closed. Regular Check In begins at 4:00 each day and continues until our office closes.  If you are arriving after hours or if you are arriving on Sunday please call the office for instructions on where your package will be located.  The package will include directions to your rental and keys to your rental.  Your package will not be left out if you do not have all your paperwork in or if the reservation is not paid in full, if there is any concern with whether or not we have received your paperwork you need to call before your arrival date at (800) 836-9541.  We apologize but Heartland Rentals does not offer early check-in.  

Checkout - Checkout is a 10:30 AM; if you check out later then you will be charged $100.00 minimum for a late check out. No late checkouts are allowed unless you have permission from the office. When you check out, you call the office and you will either get a answering machine or a member of the office staff, you say what cabin your in and you are leaving. Please regard the instructions on your cabin directions (you will receive upon checkin) as to what to do with your keys.

Cleanup for Checkout - When you are ready to leave please put all linens in the Jacuzzi or shower, make sure all garbage is gathered and put into the outside receptacles and all your dishes you used are to be cleaned and put back up. Housekeeping will do the rest. If you moved any furniture, then you must move it back where it was. If you disconnected our TV cables to play games, then you must connected the TV and cable cords back. If you do not and we have to send out a TV repairman to hook back up the TV to cable or satellite to get the TV to work then you will be charge for the service call. We are sorry you have to leave, but have a safe trip home and hope to see you again. 

Linens - All of our rentals are equipped with fresh linens for your stay. We do not have daily housekeeping for our rentals and ask that should you need more linen during your stay that you wash them using the washer and dryer in the unit. For units without washer and dryers we will supply more linen to accommodate the guest. 

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

Hot Tubs/Pools/Saunas/Spas - When using hot tubs, pools, Saunas and Spas, please remember there is certain health risk that is associated with these facilities. It is the responsibility of the registered guest to inform anyone using these facilities during the term on the stay of the potential hazards. The cabins and chalets homeowner association maintains all seasonal swimming pools. Our housekeepers drain, sanitize, refill and replenish chemicals in all hot tubs prior to your arrival. Hot tub covers are for insulation purposes and are not designed to support a person or persons. DO NOT STAND ON HOT TUB COVERS, they will break and you may be charged for replacement. Remember when not using the hot tub, leave cover on so hot tub will stay warm. If you have any questions on how to operate the hot tub, please call during office hours for assistance. 

Insects – While all units are sprayed monthly by a professional pest control company - wasps, ladybugs and other insects sometimes affect rental units. We are in the Great Smoky Mountains and sometimes we have unwanted little guest that might decide to visit you and your family. 

Maintenance - When you arrive and find something is not working, please notify the office ASAP! We do everything to keep all equipment in good working order. If something is not working properly, we will do our best to get it up and running for your stay. Upon your arrival we will give you an after hour emergency number. If you call after hours to report something and it is a true emergency then you will be contacted back ASAP, if it is not a true emergency and it can wait to business hours, then you will not be called back till the following day. 

Fireplaces - Most of our units have either gas burning fireplaces or wood burning. All fireplaces are useable from October to the first of May. No foreign materials are to be burned in gas fireplaces. 

Telephone Service and Internet - All of our units have normal telephone service, you must use a calling card or 1-800-COLLECT to make long distance calls. All local calls are free. In order to use Internet service, your Internet provider must have local Knoxville area access numbers. Please check with your Internet provider prior to leaving home. 

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 it for you and return it COD to you. 

Television, Stereo and CD/DVD Players - All of our units are privately owned and the homeowners chose the level of TV service, which may consist of (satellite, cable, or antenna). Premium channels are typically not available in most areas. If your unit has cable, then you will be able to get local channels, if your unit has satellite, then you will not be able to get local channels. Most of our units have satellite, because that is all that is available in the location of the unit. Heartland Rentals is not responsible for TV reception or operation. Not all units have CD/DVD or stereos. 

Refunds - No refunds will be given due to inclement weather, malfunctions in equipment (i.e. hot tubs, saunas, Jacuzzis, television, stereos or VCR) IF a problem happens with the equipment then we will get it fixed ASAP! There will be NO refund for early departure for any reason. 

Weather - Weather changes fast in the Smoky Mountains. Please plan your trip according to the weather. We recommend chains and/or four wheel drive vehicles during the winter months (November to April) No refund will be given due to weather conditions. Some roads are bad during snowy weather and Heartland Rentals reserves the right to move your reservation to a better location. 

Construction and Traffic - The Sevierville, Pigeon Forge and Gatlinburg area is growing rapidly and therefore it is necessary to plan for alternate routes to avoid traffic delays. We will give you a map that has five different ways to come to Heartland Rentals Office. Construction in the area of your rental is also possible. Please be tolerant and understanding. Construction is not Heartland Rentals responsibility and will not be considered grounds for refund or relocation. 

All of the rentals are privately owned units; neither the owner nor Heartland Rentals is responsible for any accidents, injuries or illnesses that occur while the premises or its facilities. Nor is Heartland Rentals or the Private Homeowners responsible for the loss of personal belongings or valuables of the guest. By accepting this reservation, it is agreed that all guest are expressly assuming the risk of any harm arising from their use of the premises or others whom they invite to use the premises. We hope you enjoy your stay with Heartland Rentals will be comfortable and enjoyable! 

We hope your stay with Heartland Rentals will be comfortable and enjoyable!