Frequently Asked Questions
If you have a question that is not answered here, please contact us.
Q) What forms of payments are accepted?
A) We accept Visa, MasterCard, American Express, Discover Card, Cashiers Check, and Money Order. If you are not paying by credit card, a $250 damage deposit will be required at time of reservation booking.
Q) How much do I need to pay in advance in order to make reservations?
A) Reservations made prior to 30 calendar days of check-in: A 50% deposit is required to place reservations. Reservations made less than 30 calendar days of check-in: Full payment is required to place reservations.
Q) What is your cancellation/refund policy?
A) Cancellations are accepted up to 30 days before check-in date. The rental deposit will be refunded minus a $100 cancellation fee. Refunds will be issued within 10 days of cancellation. Cancellations made less than 30 days prior to check-in will forfeit the entire balance for the stay.
Q) When will my credit card be charged?
A) 50% of the balance due will be charged to your credit card at the time of booking. The remaining 50% will be charged to your credit card on the day that the 30-day cancellation date is passed.
Q) How do I get the key?
A) You will be given the key code after payment for your reserved stay is received in full.
Q) How do I get to the cabin?
A) The cabin is located at Hidden Springs Resort, one of the finest luxury log cabin resorts in the Smokies. Directions to your specific cabin will be given along with your key code after payment for your reserved stay is received in full.
Q) Can the resort accommodate special events/conferences?
A) Yes – Hidden Springs Resort has an on-site conference room as well as its own beautiful wedding chapel.
Q) Can I use the cabin telephone to place calls?
A) The cabin telephone can be used for incoming and outgoing local calls only.
Q) What is provided and what will we need to bring?
A) We provide all linens for beds and all towels and washcloths for kitchen and bath. The kitchen is stocked with dishes, cookware, silver ware, utensils, coffee maker, and microwave. Recommendations for items to bring: beach towels for jacuzzi, coffee and coffee filters, dishwasher and dish liquid, laundry detergent, soap, and extra paper towels and toilet paper may be needed for extended stays. Washer, dryer, iron and ironing board are located downstairs.
Q) What entertainment do you have?
A) Hot tub on back deck, Jacuzzi in master suite, indoor heated pool, full size pool table, books, board games, and playing cards. We also supply Satellite TV, VCR, Stereo, CD Player, and Nintendo 64 with games.
Q) Do you supply linens and towels?
A) Sheets, bath and hand towels provided. Please do not take bath towels to the pool. Please bring your own beach towels for the hot tub and pool.
Q) How many beds are in the cabin/How many people does the cabin sleep?
A) The cabin will sleep 14-16 people (1 King Bed, 4 Queen Beds, 2 sets of twin size bunk beds, and 1 couch that pulls out and sleeps 2). There is an extra couch in the main room, but it does not pull out. There is plenty of room for air mattresses or cots in the main room as well. Our maximum occupancy is 16, including children. If you have small children or special circumstances, please call for exceptions. There is a $20 per person/per night charge for each pre-approved guest that exceeds 16. Our maximum occupancy limit is strictly enforced. No open parties are allowed.
Q) Do you allow pets?
A) No pets are allowed at our properties at any time.
Q) Do you allow smoking?
A) Smoking is not permitted inside our properties. We do permit smoking outside on the decks and porch areas. We do ask that you properly dispose of your smoking items in trash receptacles to prevent the risk of fire.
Q) What time is check-in and check-out?
A) Check-in is after 3pm on the arrival date. Check-out is at 11am on the day of departure. No late check-outs are allowed. If all guests have not departed by 12 noon on the departure date, an additional nights stay will be charged to the credit card on file.
Q) What are the typical driving conditions in winter months?
A) Mountain roads can be tough to navigate in the cold season. We cannot guarantee the pass ability of any road surface. We strongly recommend using four-wheel drive and/or chains. No refunds will be given due to road conditions.