Effective Date: July 17, 2025
Last Updated: September 5, 2025

At Oak & Ember, we take great pride in offering a guest experience rooted in comfort and designed for escape. Our goal is to make every stay relaxing, memorable, and free of stress. To achieve this, we’ve developed a set of Smoky Mountain cabin rental policies that outline what guests can expect during their stay and what is expected of them in return.

These policies are written not only to protect our homes and our business, but also to protect our guests by ensuring consistent standards of safety, cleanliness, and reliability. By confirming your reservation, whether through our direct booking site or a third-party platform, you agree to these Rental Policies. We encourage you to read them carefully.

Reservations, Age Requirements, and Minimum Stays

Reservations are confirmed once payment has been processed and a confirmation email has been issued. The person making the reservation, referred to as the “Primary Guest,” must be at least twenty-one (21) years of age, must be present at the property for the duration of the stay, and must provide valid government-issued photo identification. Reservations made under false pretenses — including misrepresentation of age or identity — are subject to immediate cancellation without refund.

Reservations are non-transferable. They may not be sublet, reassigned, or booked on behalf of another person. The Primary Guest is responsible for all members of their party and for any visitors they allow onto the property.

Minimum night stays vary depending on season, property, and time of year. Most stays require a minimum of two (2) nights. During peak periods, weekends, and holidays, the minimum may be three (3) or more nights. In certain cases, when a shorter opening exists between confirmed bookings, Oak & Ember may allow a shorter stay to “fill the gap.” All minimum stay requirements are subject to change until a reservation is confirmed.

Payments, Balances, and Deposit Schedules

Payment is required to secure a reservation. Unless otherwise specified at the time of booking, fifty percent (50%) of the total is due at the time of reservation. The remaining balance is due thirty (30) days prior to arrival. Reservations made within thirty (30) days of arrival must be paid in full at the time of booking.

If a balance payment fails and we are unable to contact you, your reservation may be canceled without refund. All payments must be made by credit or debit card in the name of the Primary Guest. For fraud prevention, the name on the reservation, payment method, and ID must match. Cash, checks, money orders, or prepaid debit cards are not accepted.

Cancellations, Refunds, and Reservation Changes

We recognize that travel plans can change, but once a cabin is reserved for you, it is removed from the rental pool and becomes unavailable to other guests. For that reason, our cancellation and refund policy is firm.

• 100% Refund: Cancel more than sixty (60) days prior to arrival.

• 50% Refund: Cancel between thirty-one (31) and sixty (60) days prior to arrival.

• No Refund: Cancel thirty (30) days or less prior to arrival.

• 24-Hour Grace Period: Cancel within twenty-four (24) hours of booking for a full refund, provided arrival is at least fourteen (14) days away.

Refunds are not given for early departures, unused nights, or no-shows. Refunds are also not issued for circumstances outside our control, including inclement weather, road conditions, power outages, internet interruptions, appliance malfunctions, construction in surrounding areas, wildlife sightings, or noise. These are part of the mountain environment and are not grounds for compensation.

Reservation changes may be possible outside the penalty window. A modest change fee (generally $50) and any rate differences may apply. Changes requested within the penalty window are treated as cancellations and rebookings under the above terms.

Check-In and Check-Out

Our standard check-in time is 4:00 PM. However, check-in at 4:00 PM is not guaranteed. On days with heavy turnover or unexpected maintenance, cabins may require additional time for cleaning and inspection. Access codes are released as soon as the cabin is cleared. These rare delays do not alter the checkout time and do not entitle guests to a refund or compensation.

Check-out is at 10:00 AM. Late check-outs must be pre-approved in writing. Unauthorized late check-outs are billed at $100 per hour, and guests who remain past noon may be treated as trespassing. Guests who fail to vacate as required may be charged up to three (3) times the nightly rate, plus lost rental income and legal costs.

Oak & Ember operates an Express Check-In system. Guests must complete all pre-arrival documents, provide identification, and pay in full before arrival. Once these requirements are met, we will send directions and access details electronically on the day of arrival. GPS can be unreliable in the mountains, so guests must follow the written directions provided by Oak & Ember.

Arrival Inspection

Guests are asked to walk through the cabin upon arrival and notify us of any issues within two (2) hours. Prompt notification allows us to address concerns quickly. After this period, the property is considered accepted as delivered, and normal maintenance timelines apply.

House Rules and Guest Conduct

We ask that guests treat our cabins as they would their own homes. Smoking or vaping inside any Oak & Ember property is prohibited. A minimum $500 fee applies for remediation of smoking or vaping indoors. Pets are not permitted unless explicitly authorized in writing. Unauthorized pets result in a minimum $500 fee plus cleaning and remediation costs.

Parties, commercial events, and disruptive gatherings are not allowed. Hosting an unauthorized event may result in eviction without refund and a fine of at least $2,500. Quiet hours are observed from 10:00 PM to 8:00 AM. Guests must comply with community and HOA rules when applicable.

Prohibited activities include, but are not limited to, fireworks, glitter, confetti, illegal substances, firearms, and hazardous items. Guests who engage in prohibited conduct are subject to eviction without refund.

Security Deposits, Damage Waivers, and Responsibility

Some reservations require a refundable security deposit. Others may include a non-refundable accidental damage waiver that covers certain accidental damages up to a specified limit. The waiver does not cover intentional, reckless, or policy-violating damage.

Guests are financially responsible for damages caused during their stay. Examples of charges include:

• Hot tub cover replacement: up to $350

• Hot tub drain, refill, and retreatment: service fee applied

• Smoking indoors: minimum $500 fee

• Unauthorized pets: minimum $500 fee

• Unauthorized parties/events: minimum $2,500 fine

Guests are also responsible for replacement costs of missing, stained, or excessively soiled linens and towels.

Amenities, Utilities, and Septic Systems

Our cabins are equipped with modern amenities, but interruptions may occur. Refunds are not issued for temporary outages of power, water, internet, cable, or appliances.

Hot tubs are drained, cleaned, and sanitized prior to each arrival. They may take several hours to heat fully on the first evening. No glass, soaps, or oils may be used in or around hot tubs. Covers must remain on when not in use; damaged covers will be billed to the guest.

Fireplaces are available seasonally, generally October through March. Do not tamper with gas logs or leave fires unattended.

Many cabins use septic systems. Only toilet paper may be flushed. Guests will be billed for service calls caused by misuse, including flushing wipes, diapers, or feminine hygiene products.

Starter Supplies, Linens, and Housekeeping

Each cabin is stocked with a starter supply of essentials: fresh linens and towels, toilet tissue, paper towels, dish soap, trash bags, and dishwasher detergent. These are intended to get you started; guests are expected to purchase additional supplies as needed.

Daily housekeeping is not included. Mid-stay cleaning may be arranged for an additional fee, subject to availability. Guests may use on-site laundry facilities where provided to refresh towels and linens during their stay.

Roads, Weather, and Wildlife

Mountain roads can be narrow, steep, or winding. During winter, four-wheel drive (4WD) vehicles and/or tire chains may be required. Guests are responsible for safe travel to and from the cabin. Refunds are not issued for weather-related issues, road closures, or towing expenses.

The Smokies are home to bears, raccoons, snakes, and insects. Guests assume all risks associated with wildlife encounters. Trash must be secured in designated bear-proof containers. Guests will be billed for damages caused by unsecured trash attracting wildlife. Refunds are not issued for sightings of insects or animals.

Community and HOA Rules

Some cabins are located in communities with homeowners’ associations (HOAs). Guests are required to comply with all HOA rules, including parking restrictions, quiet hours, and amenity regulations. Seasonal amenities such as pools or clubhouses may be closed without notice. Refunds are not provided for the unavailability of community amenities.

Relocation and Ownership Changes

In rare cases of major maintenance, safety issues, or if a cabin is sold or changes management, Oak & Ember reserves the right to relocate your reservation to a comparable property. If relocation is not possible, unused nights will be refunded. This is the full extent of Oak & Ember’s liability.

Credit Card Chargebacks

Guests agree not to initiate a credit card chargeback if services are provided in accordance with these policies. If a chargeback is filed and Oak & Ember successfully disputes it, a $100 administrative fee will be charged in addition to the original booking charges.

Lost and Found

Items left behind are held for fourteen (14) days. Guests must arrange and pay for return shipping. Items unclaimed after fourteen (14) days are considered abandoned. Oak & Ember is not responsible for lost or unclaimed property.

Access and Security

Oak & Ember staff, contractors, or vendors may access the property as needed for inspection, maintenance, or emergencies. Notice will be provided when possible, but emergencies may require immediate entry.

Some properties are equipped with exterior security cameras pointed at entrances or driveways. Cameras do not monitor interior spaces. Guests are prohibited from tampering with or disabling cameras.

Indemnification and Risk

Guests acknowledge that use of the property, its amenities, and its surroundings involves inherent risks. These risks include, but are not limited to, hot tubs, grills, fireplaces, decks, mountain roads, and recreational activities. Guests accept full responsibility for their own safety and the safety of their party, and agree to indemnify and hold harmless Oak & Ember Group LLC, its owners, and agents from liability, except in cases of gross negligence.

Property Descriptions and Reviews

We make every effort to ensure that property descriptions and photographs are accurate. However, furnishings, décor, and appliances may change over time. No refunds will be issued for minor differences between the property and its description. Guests agree to provide truthful reviews and not to post false or misleading statements about Oak & Ember or its properties.

Force Majeure

Oak & Ember is not responsible for cancellations, interruptions, or damages caused by events beyond our control, including severe weather, natural disasters, pandemics, government restrictions, labor strikes, utility outages, or acts of terrorism. If a property becomes uninhabitable, our liability is limited to a refund of unused nights.

Governing Law

These Rental Policies are governed by the laws of Tennessee. Any disputes will be heard in the courts of Sevier or Knox County, depending on the location of the property.

Contact Us

Oak & Ember Group LLC
info@oakandembergroup.com
 (865) 224-6717