Heartland Cabin Rentals

Terms & Conditions

Please review the following guidelines of Heartland Cabin 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 1993. Heartland Cabin Rentals,  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 Cabin Rentals are 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 one bedroom cabin, 25 years or older to rent a two bedroom and 28 year or older to rent a three bedroom and larger cabin.

Basic Amenities – Central Heat and A/C, stove, refrigerator, microwave, toaster, coffee maker, dishes, flatware, utensils, pots and pans, telephones, color TV/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, make-up remover wipes, 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, Discover, or Master Card. The required deposit is 50% of the total plus Reservation Guarantee Fee if purchased. Balance is due 30 days  before your arrival date for a 1 or 2 bedroom, for a 3+ bedroom 60 days prior to arrival, payable by Visa, Discover, Master Card, or money order (money order must be received prior to the 2 weeks of the remaining balance otherwise it will be automatically charged to the credit card on file). No personal checks will be accepted.

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 have a strict no refund/reschedule policy. No exceptions or for any reasons, without purchasing the Reservation Guarantee Fee. For this reason, we highly recommend purchasing the Reservation Guarantee Fee. We know that unforeseen circumstances may arise and alter your vacation plans, and we are here to help! That is why we offer the Reservation Guarantee Fee.

Reservation Guarantee FeeReservation Guarantee Fee available at the time of booking. You will have up to  24 hours after booking to add on the Reservation Guarantee Fee.

You will have until 30 days prior to arrival for 1-2 bedroom cabins, and 60 days prior to arrival for 3+ bedroom cabins, to cancel your reservation and receive a full refund minus the Reservation Guarantee Fee cost plus tax.

If within the 30 days for 1-2 bedrooms, and 60 days for 3+ bedroom cabins, we will give you 6 months to reschedule minus the Reservation Guarantee Fee cost plus tax. No more having to worry about not being able to cancel unless its months prior to arrival! With the Reservation Guarantee Fee, your trip is covered up until 7 days prior to arrival, inside the 7 days there is a strict no refund/no reschedule policy.

Without the Reservation Guarantee Fee, we will not be able to do any type of refunds or reschedules. If you have a rescheduled reservation, you do have the option to repurchase the Reservation Guarantee Fee, however, it will only cover a reschedule. You could not purchase the Reservation Guarantee Fee and then receive a refund after already rescheduling a reservation.

Rescheduling – If you need to reschedule your reservation dates, you need to have previously purchased the Reservation Guarantee Fee. The Reservation Guarantee Fees gives you to option to reschedule up to 6 months past your previous dates. There is a $15 change fee after the first change.

Damage Wavier Fee – Non Refundable Damage Wavier Fee fee applied to each reservation. The fee amount will be determined by the size of the cabin. For accidental damages only.

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.

A nonrefundable $39 administration fee will be applied to each reservation.

Check-In and Late Arrivals – 
Office Hours are as follows:
Monday through Sunday from 9:00 AM until 11:00 PM


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 call the office at (888) 711-0087 for check in instructions. We will leave a late check in package outside for you in our late check in box. The package will include directions to your rental and keys or key code to your rental. Your package will not be left out if you do not have all your paperwork sent in along with a copy of your Driver’s License 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 you arrival date a (888) 711-0087. We recommend you to arrive before the office closes to ensure you are able to go over the cabin directions and door code with one of our office staff. Also, it is easier to find your cabin.
No arrivals are allowed on Thanksgiving or Christmas Day.

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 linen, guests should wash the existing supply using the washer and dryer in the unit. For units without washer and dryers, Heartland will supply more linen to accommodate a guest’s special requirements. Linens are to be used for bathing only! Housekeeping strives to provide you the cleanest cabin for your stay. If you arrive at your cabin and it is not cleaned to your satisfaction please call our office immediately and we will send housekeeping right out to correct to the problem in a professional manner and efficiently. As a rental company, we cannot take care of any problems if we are not made aware of them. Any problems you may have must be addressed during your stay at the cabin. Any issues at check out or after will not be accepted.

Pets – Some units are pet-friendly (we accept dogs only,) and require a $100.00 non-refundable pet fee, dependent on the unit. All pets must be 20 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. Any person who does not report a pet as being present in the unit will be charged $250.00. Any person who brings a pet over 20lbs into one of our pet friendly units unless the unit allows larger animals or brings ANY pet into one of Non Pet Friendly Units will be held in breach of their contract and will be asked to leave the rental, with NO REFUND. All pets must be 20 lbs. and under unless unit accepts larger pet. Our pet policy is for dogs only. We do not accept any other pets.

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. Please do not put shampoos, soaps, oils or bubble bath in the hot tub as it can mix with the hot tub chemicals and cause a rash. . Please do not take food, drinks, alcoholic beverages or glass products in or around the hot tub. There will be no refunds for malfunctioning hot tubs. 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. Heartland Rentals is not responsible for community swimming pool hours and schedules.

Insects – Each property is treated monthly for insects. However, on occasion, insects can find their way indoors. We can not provide any type of refund for insects; however, we do take the appropriate measures to ensure that the problem is corrected. The mountains are home to many types of insects, animals, and wildlife. Please do not leave trash outside of trash bins or food outside, as this will attract various types of wildlife to you. Make sure your trash is always secured in trash cans.

Maintenance – In the rare instance you find something in the rental unit not working properly, please notify our office within 24 hours upon arrival of the unit. We ask this so that any problems can be handled in a prompt manner. We do everything possible to maintain all equipment is 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. Any concerns about your rental need to be handled during the rental of your unit and not at check out or after departure or they will not be accepted.

Fireplaces – Most of our units have either gas-burning or wood-burning fireplaces. All fireplaces are for seasonal use from October 1 through March 31. No foreign materials are to be burned in gas fireplaces. You may be charged for any resulting damages from such activity. Heartland Rentals does not supply firewood for the cabins.

Telephone Service and Internet – Only a few Cabins have telephones (as most guest have cellular phones). Cabins with phones are local calls only. All local calls are free. You must use a calling card or 1-800-COLLECT to make long distance calls. Some cabins have Wi-Fi or high speed internet. Please check your cabin amenities to see if your cabin has internet available.

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 the item and provide you with the number to the shipping company that will mail the items back to you.

Television, Stereo and CD/DVD Players – All of our units are privately owned. Homeowners independently select the level of TV service, (satellite, cable, or Streaming). 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 Cabin 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 malfunctions in equipment (I.e. hot tubs, saunas, Jacuzzi, televisions, DVD players, utilities, satellite signal, cable service, well water, appliances, heating and air or fireplaces.) Each Unit is inspected prior to your arrival. Equipment malfunctions can happen at any time and if this occurs Heartland Rentals will do everything possible to have the problem taken care of.
No refunds will be given due to inclement weather, road conditions, cabin location or early departure for any reason. Winter months REQUIRE chains and/or four wheel drive vehicles during the winter (November-April). During snowy and icy conditions cabins maybe impossible to get to.

Weather – Weather can change quickly in the Great Smoky Mountains. Please plan your trip accordingly. Chains and/or four wheel drive vehicles are required during the winter months (November through March). No refunds will be given due to inclement weather, road conditions, cabin location or early departure for any reason. Winter months REQUIRE chains and/or four wheel drive vehicles during the winter (November-April). During snowy and icy conditions cabins maybe impossible to get to. Mountainous roads vary from street to street and can be tough at times. We cannot offer a guarantee any of the road conditions. The majority of the roads are well maintained. However, some of the cabins are located on gravel roads. If there is a heavy rain or snow, it may wash these driveways out and form ruts or bumps. Large vans, motorcycles and trailers may not be able to access all cabins. (Please check with our office staff if you will be driving one of these as to ensure you will be able to reach it) Winter weather affects all the roads in the area. Please come prepared if you arriving during the winter months. Heartland Rentals do not provide transportation to any cabin. For any reason we have the right to move you from your current accommodations to equal accommodations if for any reason such as maintenance or removal of rental from our program, this can be done without notification to the guest. Heartland Rentals will make every effort possible to ensure all information and descriptions of the rental is accurate and up to date. Heartland Rentals is not responsible for changes in the furnishings or amenities of the cabin by the owner. Prices, Specials, Amenities and Minimum Nights Required are subject to change without notice.

Power outages are a common occurrence in the mountains, due to various passing storms. If you experience a power outage, most cabins will be on well instead of city water. If the cabin has a well, you will not have water, because the well needs electricity to power the pump. Being prepared in case of a power outage is always a good idea. We recommend if the weather is calling for a storm, to have some bottles of water. This will ensure that you have a way to flush the commode and have something to drink. If you do experience a power outage, the Sevier County Electric System does have a power outage map as well as an outage report line 865-774-6300. You can always contact our office, and we can report the power outage for you.

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.

SMS Terms Of Service

  • When you opt-in to the service, we will send you an SMS message from (865) 417-9063 to confirm your signup.
  • This service is used to send you notifications about your reservation, including payment reminders, check-in/check-out instructions and property entry codes.
  • You can cancel this service at any time. Just text “STOP” to (865) 417-9063. After you send the message “STOP” to us, we will send you a reply message to confirm that you have been unsubscribed. After this, you will no longer receive messages from us. If you want to join again, text “START” to the same number and we will start sending messages to you again.
  • If at any time you forget what keywords are supported, just text “HELP” to (865) 417-9063. After you send the message “HELP” to us, we will respond with instructions on how to use our service as well as how to unsubscribe.
  • Carriers are not liable for delayed or undelivered messages.
  • As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
  • If you have any questions regarding privacy, see our privacy policy.

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