Answers & Policies

POLICIES

Printing Errors

Prices, amenities, descriptions and locations may change from time to time without notice.  Every effort has been made to assure that the printed descriptions are accurate.   JMH assumes no responsibility for errors or omissions. 

back to topDisclaimer

Jackson Mountain Homes and our property owners make every effort to assure that all descriptions and representations from our staff, in our brochure, and on our internet site are accurate. However, we are not responsible for printing errors or changes made by owners in the furnishings or amenities. Prices, amenities, specials, seasons, and/or minimums are subject to change with or without notice. THE SQUARE FOOTAGE IS AN APPROXIMATION. IT IS BELIEVED TO BE ACCURATE, BUT IS NOT GUARANTEED OR WARRANTED.

back to topPayment

Full payment of your rent, reservation fee, taxes and any other applicable fees must be received in our office at least thirty (30) days prior to your arrival date. Acceptable payment methods include check, money order, Visa, MasterCard, American Express or Discover. Please be sure to write the reservation number on the check for proper credit.  For reservations made less than thirty (30) days prior to check-in, payment must be charged to your credit card.  All advance prepaid rents are placed into an escrow account for JMH. Pursuant to TCA 62-13-104, Section 7 (D)(i), this may or may not be an interest bearing account. Interest accrues to the Agent. Send your payment to JMH, P.O. Box 110, Gatlinburg, TN  37738-0110. Policies and rates are set at time of booking.  You will be charged for the unit you have selected based on the information in your rental agreement.

back to topRental Rate

The rental price is determined by this agreement at the time of making the reservation. No refunds or adjustments will be made for rate changes that take place after the date this reservation is made

back to topReservation Fee

In addition to your rental charge, all reservations will be charged a $59 processing fee and applicable taxes. This fee covers the cost of processing the booking and performing the pre-arrival inspection where we check the property for maintenance problems and verify the cabin is ready for guest arrival.

Security, Damage & Cleaning Deposit

In order to insure that properties are maintained and well cared for, as a security deposit, a $150 hold will be placed on your credit card the day before your arrival.  The hold will remain in effect for up to ten (10) days.  If there are no damages or extra cleaning charges the hold will be released by your credit card company.  No refund will display on your credit card statement since this is simply a hold and not a charge.  In the event extra charges exceed $150, the guest’s credit card will be charged the entire amount of all damage or extra cleaning fees.  A detail of all extra charges will be mailed to the guest.   Any disputed charges are to be submitted in writing.

back to topCancellation

Only the guest named on the rental agreement may notify JMH either in written or verbal form of the request to cancel.  A $59 cancellation fee will be charged to your credit card on all confirmed reservations that are canceled.  If a booking is canceled less than 30 days prior to the arrival date the reservation is non-refundable. No refunds for No Shows, bad weather, late arrival or early departures. If Travel Insurance was purchased, please review your certificate documents for details.

back to topTravel Insurance

CSA Travel Insurance is offered at the time of booking and at final payment. If purchased, the insurance coverage is underwritten by Stonebridge Casualty Insurance Company and any non-insurance assistance services are provided by CSA's designated provider. Please contact CSA at 866-999-4018 if you have any questions.

Reservation Transfers

Only the registered guest named on the rental agreement may notify JMH either in written or verbal form of the requested change and a new rental agreement will be issued that must be signed and returned to JMH. To shorten confirmed reservations, change dates or units, a $59 fee will be charged.  No reservations may be shortened or units changed 30 days or less prior to the original arrival date.

back to topCheck-In and Late Arrivals

Check-In at the JMH office begins at 3:00pm. If you arrive early, you may have to wait to check in if your property is not ready. If you arrive after 5:30pm, follow the late arrival instructions in your reservation package. Late arrival should be avoided if possible and can only be allowed for guests with signed rental agreements received by our office.

back to topCheck-Out and Departure, 10:00am

We are sorry you have to leave at all, however, we must insist on a 10 AM Check-Out time. Keys may be left in unit at departure or delivered to the office. A minimum fee of $100.00 may be charged for late departure (after 10am), or if excessive cleaning is required.  There are no refunds for early departures.

back to topPet Policy

No more than two (2) pets (dogs or cats – no puppies or kittens) under 25 lbs.(unless otherwise noted) are allowed in approved pet friendly units and only with the prior written consent of JMH.  A nonrefundable pet fee of $75.00 will be charged and guests are responsible financially for any and all damages.  Sorry, no pets allowed in units that do not accept pets. We can recommend local kennels if you desire. If it is found that you have an unapproved pet in your unit, you can be evicted without refund and/or charged a $100 penalty plus the real cost of any damages. 

back to topUnit Care

Please note locations of fire extinguishers and exits upon arrival. HEAT - Do not turn off heat during cold weather, in warm weather do not turn the AC thermostat below 70°, it will cause the system to freeze up. REFRIGERATORS – DO NOT adjust temperature colder than the middle setting, it will cause the unit to shut down. FURNISHINGS-Do not move furniture or pool tables; you may be charged to return to original position.

back to topFireplaces - Seasonal

Relax by the Fire in Gatlinburg

Most of our homes are equipped with either a gas or wood burning fireplace(s).  In homes having a wood burning fireplace(s), wood is furnished during the months of October through April.  Kindling and/or fire starter logs are not provided.  Due to lack of storage, wood is not furnished for Condos and it is recommended that only compressed wax logs be used. Be certain the flu is open on all wood burning units prior to starting a fire. Keep spark screens in place at all times. Fireplaces may not be operational during the months of May through September.  No foreign materials are to be burned in gas fireplaces. For your safety, never move the logs in the gas fireplace. Doing so can cause carbon monoxide and heavy black soot.

Smoking

Properties may be smoking or non-smoking.  Please be specific with your request when booking. JMH cannot guarantee that non-smoking units are never smoked in. When possible, please utilize the porches and outside areas possible in consideration of our non-smoking guests.  Please do not discard smoking material on the grounds. 

back to topMaintenance

It is impossible to guarantee that all appliances, hot tubs, hot water heaters, fireplaces, etc. will be in working order 100% of the time.  We do guarantee to make every effort to correct all deficiencies as soon as possible during normal business hours. Report all maintenance problems to the office, 436-8876.  In case of a true maintenance emergency after hours please call 970-1743 for assistance. Non-emergency maintenance will be handled the next day.  Guests should take reasonable action to secure the problem.  Management reserves the right to perform interior and/or exterior maintenance during your stay.  We will do our best to do so without inconvenience to you. Your silence indicates full acceptance of the unit and its condition.

back to topAvailability & Use

It is hereby understood and agreed that should a property be made unavailable by fire, storm or other reason beyond the control of JMH, that another like or better unit may be substituted.  If no other unit is available the limit of liability by JMH or its owners, or property owners is to refund any prepaid rents paid by the registered guest for said unit.  Further, due to the lack of zoning and building inspection in parts of JMH’s market area, JMH does not warrant that properties under it’s management meet the specifications of any specific building code and JMH accepts no responsibility or liability for any injury, accident or incident that the cause in part or wholly may be attributed to design and/or building construction deficiency(s) with respect to the standards of any building code.  Guest understands and agrees that the properties are not child proofed and that it is the sole responsibility of the guests to safeguard children.

back to topRENTAL INFORMATION

Features & Furnishings

The rental homes managed by Jackson Mountain Homes, Inc. are privately owned and are decorated and furnished to suit the owner’s taste and needs.  Accommodations and amenities vary greatly. Please make sure that you inquire about all of your specific needs. The following is a list of basic items you will find in all of our rental homes: Heat & A/C, refrigerator, stove, microwave, toaster, coffee maker, basic pots & pans, dishes, flatware, utensils, telephone(s), Color TV(s), VCR(s) and/or DVD(s), fire extinguishers & smoke detectors, bed linens, pillows, towels, washcloths and bath mats along with a starter supply of bar soap, dish soap, and paper goods to meet the home’s maximum occupancy.  Items that are NOT SUPPLIED typically include charcoal, kindling or fire starter, irons & ironing boards, extra blankets, cribs, laundry soap, plastic wrap, foil, coffee filters, condiments, spices or any type of food item. Not all homes are decorated for the holidays. Only artificial holiday decorations are permitted and all evidence of any guest decorations must be properly disposed of upon departure. Only artificial Christmas trees are permitted.

back to topRates & Seasons

Seasons Table (Click Here)

We offer four seasonal rates, which are defined as follows:

Holiday Season

July 4th Holiday, Thanksgiving week – 7 night minimum, Christmas season through New Years season – 4 night minimum.

Premier Season

3 Day Holiday Weekends, Valentine’s Weekend, June 1st thru August 15th and October.

Regular Season

January thru May, August 16th thru August 31st, September, November and December except Premier and Holiday Seasons.
Value Season January thru May and September except Holiday weekends.

Reservations may be booked up to eleven months in advance. A 3 night minimum stay is required during Premier Season and Regular Season, unless otherwise noted. On one week stays the 7th night is free. Reservations that bracket two different seasons will be prorated between the two rates. No arrivals are allowed on Thanksgiving, Christmas Day or New Year’s Day. Prices, amenities, and/or minimums are subject to change with or without notice. The rental price is determined by the rental agreement at the time of booking. Refunds or adjustments will be not be made for rate changes made after the date the reservation is booked.

back to topMaking Your Reservation

To reserve a home, you can check availability and book online at www.jacksonmountain.com or you may call our office between the hours of 9am to 11:30am or 12:30pm to 5:30pm, 7 days a week.  Our TOLL FREE reservation number is 1-800-473-3163.  In order to save time, please have your credit card, the dates you want to come and your property requirements available when you call.  All reservations require a valid credit number on file and minimum age of booking guest and/or chaperone is 21 years old. After your reservation is made we will immediately send you a rental agreement.  You have fifteen (15) days to receive, sign, and return the rental agreement to our office in order to confirm your reservation.  For reservations made less than 30 days prior to arrival, rental agreements must be faxed, emailed or returned by “next day” service.

SEARCH FOR A CABIN NOW

back to topGroups Arriving at Different Times

The registered guest must contact JMH office and designate one person only as the Check-In-Party.  Keys will only be issued to this person.  It is the booking guest’s responsibility to coordinate all parties arriving separately and see to it that they have the necessary information to find their accommodations, including unit map and phone number. Guest arrival at the unit is not permitted prior to designated guest check in at the office.

back to topCapacity Considerations & Noise

Our homes are to be used for the QUIET enjoyment of our guests and NOT to be used for parties, large gatherings or receptions beyond the sleeping capacity of the home. If you have need of a group facility or large gathering place, we have recommendations.  “Disturbing the Peace” may result in eviction and/or loss of security.  The capacity of the home as stated on the rental agreement and the parking capacity cannot be exceeded.  No campers or camping on the grounds of the rental home will be allowed.

back to topParking (Autos, Campers &, Trailers)

Our vacation homes provide ample parking as noted on our website in the amenities section for each home. The number of parking spaces is based on the space available for standard automobiles. Parking on city streets is illegal except where designated.

NOTICE TO GUESTS BRINGING TRAILERS OR CAMPERS: Due to the hilly topography and limited parking in the Gatlinburg area it can be difficult to find parking for trailers or large vehicles. Campers are not allowed unless they are parked at an RV lot. We are sorry, but parking of guest vehicles and/or trailers in the JMH office parking lot cannot be accommodated.

back to topHousekeeping & Linen Supplies

All of our homes provide bed linens (sheets, pillowcases, 1 blanket & bedspread per bed), 1 bath towel per person, wash cloths and shower mats for the occupancy of the unit along with a starter supply of bar soap, dish soap (laundry soap is not provided), toilet paper and paper towels. The house is cleaned, hot tub is drained, sanitized, and refilled and beds (except sofa beds) are made prior to your arrival. Daily maid service is not provided and guests are expected to launder towels, etc. as needed during their stay.  It is not necessary to wash towels or bed linen prior to departure.  It is a good idea to bring a beach towel for hot tub & swimming use and in cooler months to bring extra blankets.

back to topTrash Removal

All trash is removed by JMH from each unit at the end of each reservation.  Please do not allow outside containers to overflow due to bear & animal problems. Daily trash removal is not provided, however, guests may use the dumpster behind the JMH office to dispose of excess trash during their stay. If staying 7 or more nights, JMH will provide one interim trash removal with a 24 hour advance request.

back to topInsects

Though all units are sprayed regularly by a professional pest control company, ladybugs, wasps and other insects sometimes affect rental units. In the event of a major infestation, the office will call maintenance or pest control to attempt to solve the problem.

(More Information)

back to topHot Tubs - Spas - Saunas - Pools

Guest and Guest’s Party Uses All Hot Tubs/Jetted Tubs/Swim Spas/Pools at Own Risk

Before you checked in, the hot tub was drained, cleaned, sanitized, refilled with water and chemicals were added to prepare the hot tub for your use. Using any hot tub/jetted tub/swim spa/pool (no matter who owns it or where it is located) carries with it some serious risks. If your party fails to follow any of the rules we have set forth below, someone in your party could have an allergic reaction, become seriously ill, injured or die.  For your own safety and the safety of everyone in your party, it is very important that you, the booking guest, follow and make sure everyone in your party is aware of and follows these rules.

back to topTelephone Service & Internet

All of our homes have normal local telephone service, some offer FREE “Unlimited Long Distance”, and some offer “High Speed Internet”. Please refer to the specific property page on our website to determine the level of these services.

back to topUtility Services

Cable, satellite, telephone, gas, electric and water service are not under the control and cannot be guaranteed by JMH. No refund will be made for interruption in service beyond JMH's control.

back to topMail & Messages

All of our homes are privately owned and are equipped with residential telephone service. The office does not have a switchboard. Therefore, it is important that you leave the phone number for the home (located on the top of your rental agreement) you have rented with relatives and emergency contacts. There is no mail service to our homes. If you require mail or shipping delivery, please note the following addresses:

U.S. Mail:

Guests Name, Unit Name
c/o Jackson Mountain Homes
P.O. Box 110
Gatlinburg, TN 37738-0110

Shipping: U.P.S. Fed X, etc.

Guests Name, Unit Name
c/o Jackson Mountain Homes
1662 East Parkway (Hwy. 321)
Gatlinburg, TN 37738


back to topLost and Found & Personal Property

JMH and/or the property owner are not responsible for personal property left behind, stolen or damaged during your stay. Never leave valuables (cash, wallets, jewelry, cameras, etc.) unattended. If you find you have left something behind, call our office at 865-436-8876 and we will try to locate the missing item(s). If the item(s) is located it will be returned to you COD. Items unclaimed more than 14 days will be disposed of or given to charity.

back to topKeys

You will receive two sets of keys at Check-In. Extra sets may be requested. If you are locked out of your vacation home during business hours please come by the office for a loaner key.  After hours, if you are locked out call our emergency number and we will meet you with a loaner key.  Any after hours costs incurred shall be charged to the guest. Please leave your keys in the unit in the envelope provided on the dining table or deliver to the office at Check-Out.

back to topTelevision, Stereo & CD Players

Because our units are privately owned homes the method and level of TV service (cable, satellite, antenna) is determined by the owners and by the service that is available in the area.   Premium channels are typically NOT available.  JMH assumes no responsibility for TV reception or operation and cannot guarantee that specific channels will be available.  At best, satellite systems can be confusing; however, it is the only television reception that is available to many of the units we manage.  We will be happy to assist you by phone to help you with TV related problems.  Television or VCR and/or DVD wiring must not be changed to facilitate use of games, etc. Not all units are equipped with stereo or CD Players.

back to topWeather

Text Box: Gatlinburg Weather 7 Day Forecast by National Weather Service Weather changes quickly in the mountains. Plan your tripaccording to the weather. For an up-to-date weather forecast please click on the Weather button to the right.

For road conditions call 1-800-342-3258. In winter, though our weather is ordinarily fine, you should come prepared with extra food, 4-wheel drive, chains and a bag of snow melt. During periods of snow and ice, JMH reserves the right to cancel or transfer your reservation. Late arrival is not recommended. We cannot provide transportation of any kind!

Construction, Traffic & Directions

The Gatlinburg, Tenn. area is growing rapidly and therefore it is necessary to plan for alternate routes to avoid traffic delays. With your reservation package you will be sent a complete map of the area with possible alternate routes to Gatlinburg or visit our Directions to Gatlinburg, Tennessee. section for information. Construction in the area of your rental home is also possible. Please be tolerant and understanding.