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Cabin Rental Policies
at Diamond Mountain Rentals
DISCLAIMER - Each of our units are individually owned with their own amenities. We will make every effort to ensure that all amenities along with rates do not change, however we still have no control over certain circumstances regarding individual owner’s decisions with their respective unit without notice. Diamond Mountain Rentals takes no responsibility for errors in description, amenities, rates or location. Some amenities may change due to theft, fire or other issues beyond our control from the time of booking your reservation until arrival.
RESERVATION POLICY - You must be 21 years or older to book an overnight rental unit! *At time of reservation, ½ of total cost of stay is required, with the remaining half due seven (7) days prior to check-in. If your arrival is after hours, remaining payment due must be paid prior to late arrival packages being left out. No personal checks are accepted at time of reservation or when remaining balance is due. Cash, Master Card/Visa, Discover only. We will allow one (1) rescheduling of your reservation at no cost, otherwise there will be a $25.00 rescheduling fee for any additional request to change your arrival dates.
CHECK-IN PROCEDURE - Check in times are at 3:00 pm. However, during peak seasons and holiday weekends, we cannot guarantee a 3:00 PM check-in due to the volume of units checking out and being cleaned for your arrival. We will make every attempt to have your unit ready by 3:00 pm, You may be able to check in earlier if your unit is ready to be occupied. Please call the office at 888-430-4060 for information about a possible early check in. All check out times will be at 10:00 am. If you prolong your stay past that time you will be charged an additional ½ day rental charge for non-compliance. Late check-ins, (after 6:00 pm on Mon-Fri and/or 3:00 pm on Sat-Sun) will have an envelope marked with your name, enclosed with directions to your unit and key code. Please call the office at (888)430-4060 for further information on Late Check-in instructions or follow the late check in procedure on your reservation package.
CHECK-OUT IS 10:00 AM - Please ensure that you have checked your unit thoroughly before departing to ensure no items are left behind. Ensure that all the remotes for the TV’s and other electronic equipment are accounted for. Diamond Mountain Rentals is 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 865-430-4060 and we will try to locate the missing item(s). If the item(s) is located it will be returned to you COD through Express packaging Services (EPS). Any Items after approximately 7 days will be disposed of accordingly. NOTE: Checking out after 10:00 am without a late checkout approval will result in an additional ½ day charge.
KEYS/LOCKBOXES/ELECTRONIC KEYPADS – Upon arrival at our office, you will receive a Check-In package containing a key code for your lock box or electronic keypad. Currently, the only units requiring keys are the Gatehouse Condominiums. Extra sets of keys for Gatehouse Condominiums may be requested. If you lock yourself out of your unit during business hours please come by the office for an additional key. If we have to bring a key to you during working hours, a $10.00 fee will be charged. If a lost or misplaced key results after working hours, please call 865-970-1401 and we’ll meet you with an additional key. A $25.00 fee will be charged to the guest on all after hours lost/misplaced key calls.
CANCELLATIONS - There is a $50.00 Administrative Processing Fee for all reservations that allows anyone to cancel up to three (3) days prior to your original arrival date without penalty. If you cancel less than three (3) days from your original arrival date, your entire deposit will be forfeited. Cancellation fees are based on the original arrival date of reservation and NOT based on re-scheduled dates. Rescheduling is allowed on one occasion without any fee. Any subsequent rescheduling will incur a $25.00 charge.
ITEMS YOU MAY WANT TO BRING - All units are equipped with housekeeping items such as soaps, trash bags, etc. for three (3) days along with linens, bath & hand towels, wash cloths and bath mats. Additional items needed for beyond a three day stay is provided by the guest. You may want to bring coffee filters, extra role of paper towels and toilet paper, sponge, Kleenex, charcoal and lighter fluid if grill is charcoal, beach towels or extra towels for frequent use in the Hot Tub, laundry detergent and fabric softener for washer and dryer in cabin, starter wood for wood burning fireplaces in season, extra toilet tissue, hair dryer (if not provided in unit). Firewood IS NOT provided by the owners, however, it can be purchased at local stations and Food City/Kroger grocery stores.
NO REFUNDS - No refunds will be made after you check in and/or take possession of the key code packet for any reason No refunds will be made for breakdown or malfunctions of appliances (TV, VCR, air conditioner, heater, Jacuzzi, hot tub, etc.), acts of God, and no refunds will be made (because of weather) due to electrical power, water, cable outages, location of cabin, presence of insects, type of roadways or driveways leading to your cabin or inclement weather. No refunds will be given for early departure or in cases of inclement weather, or for mechanical or service failure in the unit unless the item cannot be repaired and/or like accommodations cannot be provided within a 24 hour period. NO REFUNDS for housekeeping issues, if it is reported after your stay. If you have an issue, please report it immediately after check-in and we’ll address it immediately.
PET FRIENDLY UNITS - *PET friendly units are available. Please call our office at (888)430-4060 to ask about our pet friendly units, or you can book on-line where pet friendly units are indicated. Please check the "Pet Friendly" block on the on-line calendar page and indicate in remarks if you are bringing an additional pet as well. There will be a $50.00 Non-refundable pet deposit, per pet on all of our pet friendly units. No more that two (2) pets are allowed (Dogs Only). All pets must be crated while guest are not in unit. A $250.00 non-refundable pet fee will be charged if guest brings a pet without FIRST notifying our office. Any damage that is caused by pets being unattended will be the responsibility of the booking party to pay all damages thereto.
FIRE PLACES (GAS) - Do not, repeat do not place any wood or other type of combustible material in a gas fireplace. Placing wood kindling or logs in a gas fireplace can cause serious damage to the unit and more importantly, serious injury or death. Also, you will be charged an additional amount if you place any combustible material in the gas fireplace. If you arrive at your unit and notice that the pilot light is out and are not familiar with how to re-ignite it, please call our office at 865-430-4060 or if you arrived after hours please call us at 970-1401. In some instances, pilots lights will go out between the time the unit is checked and your arrival due to drafts or simple shutting of a door. Gas will be turned off between April 1st through October 1st each year. DO NOT reposition gas logs. This may cause the fireplace to work improperly.
FIRE PLACES (Wood Burning) - Only use wood and/or kindling wood to maintain a comfortable fire. Newspaper is acceptable as a catalyst to get your fire started; however, we recommend starter or igniter logs that can be purchased at any grocery store here in town. DO NOT use charcoal lighter, gas, kerosene and/or any types of lighter fluid to ignite your fireplace or to sustain the fire. No fireplaces should be lit between April 1st through October 1st, each year. Firewood IS NOT provided by the owners, however, it can be purchased at local stations and Food City/Kroger grocery stores.
START UP SUPPLIES - All units are equipped with housekeeping items such as soaps, trash bags, etc. for three (3) days. Additional items needed for beyond a three day stay is provided by the guest. Diamond Mountain Rentals equips each of our units with bed linens (sheets, pillowcases, 1 blanket & bedspread per bed), 2 bath towel per person, hand towels, wash cloths and shower mats for the occupancy of the unit along with a starter supply of bar soap, dish soap, paper towels and toilet paper, etc. We DO NOT provide laundry detergent.
TELEPHONE SERVICE - All units are equipped with emergency 911 availability and most with local phone service. Some units have long distance service as well at no charge. Also, cable TV or satellite service is available in all our units. High speed internet access or wireless accessibility is also available in some units. Please refer to our website on your particular unit for web access and availability, or call any of our customer service representatives.
CABLE TV/SATELLITE SERVICE - Because our units are privately owned the type 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. We do not guarantee that a particular channel or package will be available. Satellite systems can be difficult at times to say the least; however, it is the only service available in many of our units. We will be happy to assist you with any TV issues you may have. Television or VCR and/or DVD wiring must not be tampered with in order to facilitate electronic games that may be provided at the unit, etc.
FIRE EXTINGUISHERS - Fire Extinguishers are provided in all the units. Please upon arrival get familiar with the location of fire extinguishers and all exits from the premises.
THERMOSTATS – ALL UNITS ARE EQUIPPED WITH CENTRAL HEATING & AIR CONDITIONING. HEAT - Do not turn off heat during cold weather. Upon departure set the thermostat to 60 degrees during winter months. AIR CONDITIONING - During warm weather do not turn the AC thermostat below 68 degrees. Turning the AC down to 60 degrees or less will not speed up the cooling process. It will only freeze up and stop cooling causing an unnecessary maintenance call. If you set the HVAC to 68 degrees and after a period of time the unit is not heating/cooling, please call our office at 865-430-4060 or for after hours, call our emergency maintenance number at 865-970-1401. If it is determined that the result of the service call is based on non-compliance of the above, guest will be charged for the service call.
REFRIGERATORS – DO NOT adjust temperature settings. Leave the setting in the middle, otherwise, too much strain on compressor may make the unit shut down. Also, if load the refrigerator with large amounts of warm or room temperature items, the unit will take longer than normal to cool your items.
FURNISHINGS - Do not move furniture, pool tables, etc. You will be charged for any rearranging of furniture or game table repositioning.
NON-SMOKING - All Diamond Mountain Rentals properties are nonsmoking. Guest can utilize outside areas including decks, porches, etc. for smoking. Please do not discard cigarette butts on decks or porches unless there is a butt can available. DMR cannot guarantee that non-smoking units have not been smoked from previous guest.
APPLIANCES/AMENITIES – Diamond Mountain Rentals cannot guarantee that all appliances, hot tubs, hot water heaters, fireplaces, electronic games, etc. will be in working order 100% of the time during your stay. All of our units are thoroughly checked prior to your arrival to ensure that electrical/mechanical items are working properly. DMR will make every effort to correct any deficiencies upon or after your arrival as soon as possible. Report all maintenance issues to our office, 430-4060. If you encounter a true emergency after hours, please call 865-970-1401. Non-emergency issues will be answered to the following day. DMR reserves the right to make maintenance calls either inside or outside the unit during your stay, if necessary. We will attempt to do this without disturbing your privacy.
CHANGES OR MODIFICATION TO ORIGINAL PROPERTY RESERVED - Guest should understand that DMR does not have any control over property that is made unavailable due to reasons beyond our control. DMR will make every attempt to place you in a similar or better unit than originally reserved at no additional cost. If no other unit is available, our only liability is to refund your total deposit.
INDIVIDUAL RENTAL UNITS – The overnight property managed by Diamond Mountain Rentals are privately owned and decorated and furnished to the enjoyment and needs of each individual owner. Although, we make every attempt with our owners to outfit all units with identical or like amenities, some properties will have more amenities than others. All we can ask our guests is that you identify any special considerations you may need while visiting here in the Smokies.
HOUSEKEEPING - All units are cleaned by independent contractors and not employees of Diamond Mountain Rentals. If you have a housekeeping issue, you can discuss them with our staff if you discover an issue after check-in. DO NOT, repeat DO NOT discuss housekeeping issues after your departure. It is very difficuly to say the least for us to make any determination on an housekeeping matter after check-out. We do inspect each unit prior to guest arrival and make every attempt to have all items cleaned to your satisfaction. The monies you pay in housekeeping fees are only collected and dispersed to the individual cleaning contractor. The hot tub is drained, sanitized, and refilled after each and every stay. 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. However, if your unit is not equipped with a washer/dryer unit, you may exchange towels, etc. at our office between 10:00 am – 2:00 pm. 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 possibly additional blankets in the fall and winter months.
HOT TUBS – All hot tubs are drained, cleaned, sanitized, and refilled with water and bromine tablets added to prepare the hot tub for your use. Using any type of whirlpool or jetted hot tub carries with it some serious risks. If you are not sure about your possible reaction in a hot tub, please consult your physician or health care professional and consult with them about hot tub usage. Some individuals may have an allergic reaction to "brominating tablets" that are placed in the hot tub after each cleaning. You may want to consult a physician or a health care professional prior to use in a hot tub. Diamond Mountain Rentals assumes no risk or responsibility if anyone has an allergic or other reaction related in the use of a hot tub.
TRASH REMOVAL - Trash removal will be completed 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 office at Diamond Mountain Rentals to dispose of any additional or excess trash during their stay. During holiday weekends including Thanksgiving/Christmas/New Year’s you may call the office and we will pick up excess trash during those particular times.
PEST CONTROL - All units are treated monthly 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 pest control to attempt to solve the problem. NO REFUNDS in the event of lady bug infestations. All units have broom/dust pan and/or vacuum cleaners to remove lady bugs in the event of unusually warm fall/spring weather just after a cold spell. NOTE: Please bear in mind that the all units in the surrounding area are located in or around the National Park. Insects and other types of animals can be a nuisance from time to time. All attempts are made either through pest control agencies or other means to ensure that you have an enjoyable stay.
WINTER WEATHER & ROAD CONDITIONS DURING INCLEMENT WEATHER - Road conditions call 1-800-342-3258 (Tennessee Road Condition Line). In winter, road conditions can change quickly, though, in recent years, our weather is ordinarily fine. Nevertheless, come prepared with possible chains, four wheel or all-wheel drive, etc., to ensure a safe and healthy visit during the winter months. We advise guests coming between December 1 and March 31to come prepared with 4 wheel drive, all-wheel drive and/or chains. No transportation will be provided in the event of bad weather. Diamond Mountain Rentals takes no responsibility in the road conditions to your rental.
LIABILITY - Building and zoning requirements along with building inspection in some areas of Diamond Mountain Rental’s servicing area, does not guarantee or warrant that units under its management meet or exceed the specifications of any specific building code or requirement. Diamond Mountain Rentals assumes no responsibility or liability for injuries, or incident where the cause in part or wholly could be established toward building construction with respect to the standards of any building code. Units are not child proofed and it is the sole responsibility of parents, guardian, chaperones, etc. This rental program is under the management of Diamond Mountain Rentals who acts only as an agent for the owners. Under no circumstances will management be responsible for any loss, expense, damage, claim injury, direct or indirect, consequential or otherwise caused or incurred, as a result of any delays, substitutions, rescheduling, or changes in the provisions of accommodations by Diamond Mountain Rentals or by reason of acts of God, or by agents, employees, subcontractors, third parties, or as substitute. Diamond Mountain Rentals reserves the right to refuse or discontinue service to any person and/or rescind any contract for accommodations or guest services. All properties are privately owned: management will not be responsible for accidents or injury to guests or for loss of money, jewelry or valuables of any kind. If Diamond Mountain Rentals must seek remedy in court for any reason, their attorney's fees and the attorney fees of their subsidiaries and court costs will be paid by the customer.