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RESERVATIONS

Reservations may be made by calling 828-393-3034, on-line, or in person with our vacation rental management company, Mountain R+R. We accept Visa, MasterCard, Discover, and American Express.

RATES

Rates and amenities advertised on our website are subject to change without notice. Rates quoted are for up to the maximum number of guests the home sleeps. Rates vary by season and holiday, thereby assuring vacationers the best rate possible. All rates are subject to 6.75% sales tax, 5% Henderson county occupancy tax, and a minimum, non-refundable reservation fee of $125.

MINIMUM STAYS

A two-night minimum stay is required for most homes. Holidays and peak seasons may require three nights or more.

CHECK-IN/OUT TIME

Check-in time is at 4:00 p.m. EST. While we make every effort to have your home ready promptly, there may be a slight delay during peak season and your patience is appreciated. Check-out time is 11:00 a.m. EST. Early check-in or late check-out is available for an additional charge.

If there is a back-to-back reservation, early check-in and/or late check-out may not be available. Arrangements for either MUST be made at the time of reservation. If you do pay for an early check-in or late check-out and there is a back-to-back reservation made prior to your arrival or departure, you will be refunded the cost of this fee.

Upon check-out, please leave the home in the same condition as when you arrived (unless separate housekeeping arrangements have been made), including but not limited to the cleaning of grills, if used. A member of our Departure Inspection Staff will remove all ashes from wood burning fireplaces.

At departure, bagged garbage may be left in secure outdoor containers or in the kitchen area if outdoor containers are not provided. If an excessive amount of garbage is left at the property, a minimum $25.00 fee will be charged for disposal. Excessive garbage is defined as more than 3 bags for a reservation up to three nights and more than 5 bags for a reservation up to seven nights. For visits longer than seven nights, interim garbage collection may be scheduled by calling Mountain R+R. (Additional fees may apply.) Do NOT overfill outdoor garbage containers.

Failure to comply with any of these policies may result in deductions from your security deposit.

DIRECTIONS AND LOCK BOXES/KEYS

The lock box code and/or directions to the home will be emailed to you prior to arrival. A key is provided to your rental unit in a lock box (unless the home has another locking system). We ask that you leave the key in the lock box at all times. If you depart with the key or misplace it during your stay, there will be a minimum $25.00 charge for replacement. There will also be a minimum $25.00 charge for lockouts.

PAYMENT

A signed Vacation Rental Agreement, the Credit Card + Security Deposit Authorization Form, and 50% of the rent is required upon booking. The reservation fee, remaining balance of the rent, and applicable taxes are due 30 days prior to arrival. The full amount will be due upon booking if you are within 30 days prior to your rental.

If a credit card is used to pay online, the credit card info will be automatically tokenized and stored so that we may charge it later, to cover an additional fees you may owe.

CANCELLATIONS

If you find you must cancel your reservation, please do so immediately. If canceled within 90 days of rental check-in, the advance rent payment will NOT be refunded, unless the property is re-rented for the same time period. If the home re-books, you will receive the advance rent payment less a $50 cancellation fee and $40 processing fee. All advance rent payments are non-refundable within 30 days of rental check-in. If you fail to check-in by 11:00 a.m. EST on the day following the scheduled arrival, you shall forfeit any advance rental payment. Failure to pay an unpaid balance forfeits all advance payment and reservation rights. There will be no refunds for unused days in the event of late arrival or early departure. NO REFUNDS WILL BE GIVEN DUE TO THE WEATHER.

REFUNDS

All of our properties are privately owned. Descriptions, bed sizes, amenities and names of cabins are subject to change without notice. Your home will be inspected prior to your arrival to ensure that all equipment is in good working order. In the event of a mechanical failure, we will make every effort to have all reported malfunctions corrected as promptly as possible.

Neither the rental company nor the property owner will be obligated to offer replacements or refunds in the event of failure or absence of any item, or for any public utility including television or internet service/Wi-Fi. No refunds will be given due to late arrival or early departure. This includes departures due to inclement weather.

HOUSEKEEPING

All homes are inspected after each stay and MUST be left in reasonable condition by the inspector’s standards to avoid being charged a minimum additional cleaning fee of $45. This includes but is not limited to hard-to-clean stains on linens, upholstery, and rugs, garbage or yard clean-up, etc. You are responsible for leaving the home clean, neat, and in order along with returning all outdoor furniture to its original location.

PETS

Some of our rentals allow pets. Arrangements for pets MUST be made at the time of reservation. An additional $150 non-refundable pet fee (per pet) will be charged. This allows for any additional cleaning, disinfecting and extermination of the home after pet visits. In addition to all normal charges and fees, pet owners are liable for any damages caused by pets.

SMOKING

Smoking is NOT permitted inside any of the homes. Smoking is only permitted on outside porches, decks and patios. We ask that renters dispose of cigarette butts in a clean and safe manner. If it is determined that smoking did occur inside, an minimum fee of $200 will be charged against your damage security deposit credit card in addition to covering the cost of smoke removal and any damages incurred.

MAXIMUM OCCUPANCY

The occupancy of each rental unit is designated on the individual confirmation description. This number, as it appears on your confirmation Vacation Rental Agreement, is the MAXIMUM total occupancy. Children are counted towards total occupancy.

Over-occupancy is considered a SERIOUS VIOLATION of your agreement. Any violators will be asked to leave without refund. Any guests found having house parties, non-paying overnight guests, disturbing neighbors with loud, unnecessary behavior, or found with an unauthorized pet will be immediately evicted with no refund and/or prosecuted. Home owners reserve the right to set a minimum or maximum occupancy.

FINANCIAL RESPONSIBILITIES

Guests assume full responsibility for all damages, excessive cleaning charges, and/or any missing items including linens and towels.

HOT TUBS AND COVERS

Hot tubs will be inspected after each rental. If any items such as food, alcohol, soaps or bath products, etc. are found in the hot tub, you will be charged a minimum of $150 as an excessive cleaning fee. Damage to any cover will result in a minimum charge of $500. Covers should remain on the hot tub at all times when not in use. Children under the age of 12, pregnant women and persons with heart conditions or skin sensitivities should not use the hot tub.

SHOWINGS & HOMES FOR SALE

Many of the homes in our vacation rental program are also actively listed for sale. While we will make every attempt to schedule appointments outside of your stay, it may become necessary to show the property for a brief period. If a request is received and is unable to be rescheduled outside your stay, you will be given a minimum of 24 hours’ notice before the scheduled appointment. Please make every effort to tidy the home as much as possible; it is at your discretion if you would like to remain on-site during the showing or make other arrangements to leave the home vacant.

All showings will be accompanied by the listing agent and/or a Mountain R+R staff member. Mountain R+R complies with all provisions of the North Carolina Vacation Rental Act.

FIREPLACES

Many of our homes offer the use of indoor and outdoor fireplaces. A select few of our homeowners will, at times, offer a complimentary supply of wood. Gas fireplaces are meant for use in the months of October through April. It is NOT considered an emergency if the pilot light goes out on any gas fireplace during your stay.

DRIVING CONDITIONS

Mountain roads can be tough at any time of the year and we cannot guarantee any road surface conditions. Most roads in our area are well maintained, but they are curvy and steep. Some homes may have gravel drives or roads. While these roads are routinely maintained, they may be bumpy at times. In the late fall, winter, and early spring it is not uncommon to occasionally experience hazardous road conditions due to snow, sleet, or ice. It is strongly recommended that all guests during these seasons have four-wheel drive and/or tire chains. Winter road conditions and maintenance are not guaranteed. We do not offer refunds due to road conditions. You are responsible for your transportation. We cannot provide any transportation for guests nor are we responsible for any towing charges you may incur during your stay. There will be NO refunds, allowances, or date changes resulting from your negligence in this matter.

INSECTS AND WILDLIFE

Please understand you are in the Blue Ridge Mountains of North Carolina, and you may occasionally have “uninvited guests.” Refunds will not be given for visits from these “uninvited guests.”

LOST AND FOUND

We will make every effort to locate and return lost items; however, we are not responsible for any lost items. If you feel you might have left something behind, call us and we will return any missing items C.O.D. if we find them!

STAIRS

Several of our properties have a number of stairs leading up to the home making them handicap inaccessible. Please inquire about a home’s accessibility BEFORE making your reservation.

AIR CONDITIONING

The High Country is known for its refreshingly cool summers and a select number of our properties are air-conditioned by nature. Please inquire about a home’s A/C system BEFORE making your reservation if you believe it may be a concern. All homes are properly equipped with at least one source of heating.

REPAIRS & MAINTENANCE

While each of our properties are regularly inspected by a member of our maintenance staff, we cannot guarantee against mechanical failure of certain items including but not limited to heating, air conditioning, appliances, TVs/DVD Players, stereo equipment or pools/spas. Please report any inoperative equipment to the rental office immediately. We will make every reasonable effort to have repairs completed quickly and efficiently. No refunds or rent reductions will be made due to mechanical failures or malfunctions, interruptions of utilities, maintenance problems or construction in the area.

DISCLOSURES

We reserve the right to substitute comparable accommodations without notice or liability should home become unavailable or out of order.

MOUNTAIN R+R will not be responsible for any accidents occurring at or because of any rental property. Every effort has been made to assure that all descriptions, prices, and locations are accurate; however, these items may change without notice. MOUNTAIN R+R will not be responsible for errors or changes made by printing, homeowners, or nature

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