Hidden Springs Resort Policies and FAQs

Online Booking
For your convenience you can book online 24 hours a day, 7 days a week! Please enter the word "discount" in the specials code section of your online reservation. *Please note that our online system cannot compute the best discount for you so when you make your reservations online the total that will appear will be your total before any applicable discounts. As soon as we receive your online reservation we apply all discounts and contact you by phone to confirm. Please be sure to let us know in the notes section of your online reservation if you have coupons, postcards or a PGV card so we may apply those discounts if applicable. Your credit card is not charged until we have confirmed your reservation with you Please note, if you have not been contacted within 48 hours of making your reservation, please contact us 1-888-477-8366.

What are your office hours?
Our office hours are from 8 a.m. until 9 p.m. (Eastern Time) Monday - Sunday. The office hours are subject to change depending on the season. We are closed on Thanksgiving Day and Christmas Day. Reservations for your Smoky Mountain vacation can be made at anytime on our website.

Where are you located?
Hidden Springs Resort is located in East Tennessee, less than five minutes from Dollywood Theme Park, Dollywood's Splash Country & Pigeon Forge, Tennessee. We are about fifteen minutes from The Great Smoky Mountains National Park, Ripley's Aquarium of the Smokies & Gatlinburg. We also manage cabins in the Wears Valley Area as well as on the little Pigeon River. Hidden Springs Property Rentals LLC office is located in downtown Pigeon Forge on Teaster Lane. For specific directions, please click on the Map & Directions button located on the top of each web page.

What is check-in and checkout time? Can I check-in early?
Check-in time is 4 p.m. and after. If your cabin is ready before check-in time, we will be happy to give you an early check-in. However, we cannot guarantee an early check-in. Our cleaning staff works diligently to ensure all cabins are ready by the check-in time. Although extremely rare, there may be times a cabin is not ready at 4 p.m. during peak times or due to extra cleaning being necessary. Please note no discounts or adjustments will be given for a delay in check in time. Checkout time is 11 a.m. On occasion, we can allow a later checkout but only with approval from management. If all members of your party have not left the cabin by 11 a.m. without prior approval from management, you will be charged an additional night's stay.

Do you have a minimum night requirement?
There is a general 2 night minimum year-round but one night stays in a one, two or three bedroom cabin are accepted under specific conditions. One night stays in a four bedroom or larger must be approved by management. The one night must fall between 2 other reservations making only one night available or one night stays are accepted Sunday-Thursday only.

• One night stays may only be booked within 7 days of arrival date. No advanced one night reservations are accepted prior to 7 days of arrival date.
• One night stays are allowed on Friday & Saturday as a walk-in basis or same day reservation only. Please remember if paying in all cash a $300 CASH damage deposit is required. The damage deposit will be returned 10 days after check out, as long as no damage or theft has occurred in the rental unit.
• No discounts will be given on one night stays unless a specific special is offered.
  
• One night stays must be paid in full at the time of booking.
  

What is required to make a reservation?
A deposit of 1/2 of the total stay is required to make a reservation. Upon check in, you will be required to present your driver's license and the credit card used for your deposit. All credit cards used must belong to an occupant of the cabin. Cardholder must sign responsibility for any damages incurred by themselves or any member of the party at check in. No reservation will be honored if the cardholder is not present at check in. Visa, Master Card, Discover and American Express are accepted. No Prepaid Credit cards will be excepted without a $200.00 Cash Damage Deposit. Advanced deposits are maintained in an interest bearing escrow account, and interest is retained by our office to help defray operating costs. NO personal or business checks are accepted at check in. Personal checks and business checks are accepted for the deposit as long as they are received at least 30 days before the arrival date. All advance deposits become earned by the company at time of reservation as opposed to time of occupancy. Company may elect to use advance deposits for general operating purposes at any time after the initial reservation, subject only to company's cancellation policy. Ask about our Payment Plan.

Does Hidden Springs Property Rentals LLC own each cabin?
No, the cabins are individually owned. Please be advised that properties can sell and/or change management companies. Hidden Springs Property Rentals will do everything within our power to move you to a another cabin. If there are no comparable cabins available, a full refund will be given.

What are your rates?
Our rates are listed under each individual cabin page. You can do a cabin search to narrow it down, and then choose which cabins you like and the rates and availability calendar will be listed on the cabin page.

Do you require a cleaning fee?
Yes, each reservation will be charged a one time cleaning fee plus tax depending on the size of the cabin.
One bedroom $50 plus tax $6.37
Two bedroom $60 plus tax $7.65
Three and Four bedroom $85 plus tax $10.84
Five bedroom $115 plus tax $14.66
Six bedroom $130 plus tax $16.37
Seven & up $150 plus tax 19.13

There will be additional charges if furniture has been moved, TV cords rearranged, etc. There will also be additional charges if excessive cleaning is necessary upon departure. You will be given a Check-Out Procedure list at check-in. To ensure no additional fees, please be sure the list if followed.

Do you require a damage deposit?
If any reservation is paid in full with prepaid credit card, cash, check and/or money order, a $300 refundable CASH damage deposit will be required at check in, along with an imprint of a valid credit card. The credit card must belong to someone who is staying in the cabin and accepting responsibility for any damages. The damage deposit will be returned 10-14 days after check out as long as no damage or theft has occurred in the rental unit. There is a $100 CASH damage deposit on all reservations that are for a 5 bedrooms or larger cabins.

Are pets allowed in your cabins? What is your pet policy?
You don't have to leave your beloved dog or cat at home! Hidden Springs Property Rentals LLC offers several pet friendly cabins to choose from. A $30.00 (plus tax = $33.83) one-time non-refundable pet fee is required for up to two pets. Management approval is necessary for anyone wishing to bring more than two pets. There will be an additional $25 (plus tax) per pet over the two pet limit. Also required is a $50 refundable CASH deposit per pet. This deposit will be sent back within 10-14 business days after departure if no damage has occurred and no extra cleaning is necessary. You will need to crate your pet when leaving it alone in the cabin. Your pet must be on a leash anytime it is out of the cabin. No pets are allowed in the pool area. There is a two pet limit on all cabins unless otherwise approved by management. We do not have a weight limit on pets.

How old do you have to be to rent a cabin?
You must be 21 years of age or older in order to rent a cabin. You must be at least 25 years of age to rent a 5 bedroom or larger cabin. Exceptions may be made only with the approval of management.

What is supplied in the cabin?
We supply such items as toilet tissue, paper towels, bath soap, trash bags and coffee packets. Each cabin is furnished with all the necessary linens. If at any time during a guest's stay they need extra supplies and/or linens they can visit our office during normal business hours.

What is your cancellation policy?
Any reservation cancelled prior to 21 days of your arrival is subject to refund less a $65.00 cancel fee on one and two bedrooms and $85.00 on three bedroom and larger. No refunds are given within the 21-day cancel policy. You may however use your deposit as credit for up to eighteen months. No refunds or discounts are given for weather conditions, power outages, acts of nature, etc.

Do the cabins have grills?
Yes, all the cabins have charcoal grills. You will need to supply your own charcoal.

What if I have maintenance issues during my stay?
Hidden Springs Property Rentals LLC does its very best to ensure everything is in working order and remains that way. These are homes and just like any home, things will break. We will do our best to get things fixed in a timely manner. No discounts or adjustments will be given for maintenance issues.

What is I have an After Hours Emergency?
We have maintenance on call 24 hours a day, 7 days a week. They are on call for Emergencies ONLY. This would include such things as no water, power, heat and air, etc. Hidden Springs Property Rentals reserves the right to charge a $25.00 fee per call if maintenance is called for a non emergency.

What is your cancellation policy?
Any reservation cancelled prior to 21 days of your arrival is subject to refund less a $65.00 cancel fee on one and two bedrooms and $85.00 on three bedroom and larger. No refunds are given within the 21-day cancel policy. You may however use your deposit as credit for up to eighteen months. No refunds or discounts are given for weather conditions, power outages, acts of nature, etc.

What is there to do in the area?
This gorgeous Smoky Mountain area has tons of area attractions such as Dollywood Theme Park, Dollywood's Splash Country, Dixie Stampede, Ripley's Aquarium of the Smokies, WonderWorks & The Great Smoky Mountains National Park. The area is full of shows, shopping, hiking, horseback riding, fishing and plenty of other things to keep you entertained. We are only about an hour and a half from Asheville, North Carolina where the Biltmore Estate is located and Cherokee, North Carolina where you can enjoy Harrah's Casino. For more information on some of the exciting things to do you, can click on our Area Info button on the menu.

What is a noise ordinance?
We know you are on vacation at Hidden Springs Resort, and we want you to have a fantastic stay with us. We do our best to ensure this, however every once in a while, there may be a group that doesn't understand that their party may disturb other guests. We will strictly enforce a 10:00 p.m curfew on excessive noise. If necessary, you will be asked to leave without a refund.

What are the pool hours?
The pool hours are 9:00a.m to 10:00p.m. No lifeguard is on duty at any time. No alcoholic beverages are permitted in the pool area or common grounds. No pets are permitted in the pool area.

Is there any additional parking for large vehicles?
There is some additional parking available on a first come first serve basis. If you are bringing a trailer or will need additional parking, please contact our office.

Can I ride a four-wheeler or dirt bike on the resort?
No four wheelers or dirt bikes are permitted to be driven on the resort.

When are the fireplaces in operation?
The fireplaces are operational from October to March, each year.

Where is the nearest airport?
The nearest airport is the Knoxville McGhee Tyson Airport located in Knoxville,Tennessee. The airport code is TYS. Knoxville is about an hour from our resort, depending on traffic.