Frequently Asked Questions
How do I make a reservation?
You may make a reservation online or by calling one of our reservationists at 1-866-774-8990. Please be advised when making a reservation, we will need the 1st night deposit plus tax to secure your reservation. Your balance will be due upon arrival.
What are check-in and check-out times?
Our check-in time begins at 4:00 PM. Should you arrive prior to check-in time, you are more than welcome to call our office to see if your cabin is ready for your arrival. However, keep in mind, your arrival is GUARANTEED
at 4:00 PM. Check-out time is promptly at 10:00 AM. There are NO
exceptions to this rule!
Do I check-in at the office?
Yes. You will need to come to our office to check-in. You will pay your balance, sign your paperwork and obtain your directions to your cabin. Even if you pay your balance in full prior to check-in and fax in your paperwork, you STILL
need to come to our office to get your directions! If you have a person in your party that will be arriving before you, please notify the office and give the name of this individual. We will not allow them to check-in on your behalf if we are not notified!
Can we get the address to the cabin or directions prior to check-in?
No! We provide the directions to your cabin at the time of check-in. We understand this may be an inconvenience, however, please understand that it is our policy.
Are pets allowed?
Pets are allowed only in pet friendly properties. You will be charged a $50 pet fee per pet. This pet fee is NOT a deposit and is non-refundable. If you are found to have a pet without notifying the office, you will be assessed $100 fee for carpet and furniture cleaning and a flea prevention treatment.
What is provided in our cabin?
Your cabin is fully equipped for your stay. Your kitchen is fully equipped with appliances, cookware, glassware, flatware and dinnerware. We provide your dish liquid and dishwasher detergent. We provide a START UP
of your toilet paper, paper towels and hand soap. We do NOT provide laundry soap due to your personal preference and also considering those individuals who have allergies to certain brands. Your linens are provided, however, we find that most guests bring beach towels from home for hot tub use, as they are larger than our bath towels that are provided. Hair care products, toiletries and hair dryers are NOT provided for our guests. Please Note: Towel exchanges are done at the office during normal office hours.
Do we have a phone?
Yes! Each property offers a telephone. Local phone service is provided for our guests. Once you are a confirmed guest, you will receive a confirmation letter that will list the phone number for the property you have reserved. You may leave this phone number with family members to be able to reach you. If your family member contacts are our office trying to reach you, we are unable to transfer calls. For your privacy, we are also unable to give phone numbers to our properties without the consent of you, the guest. If you are unable to locate the phone number for your property on your paperwork, please contact our office and we will provide that information for you!
What happens if the electricity goes out?
Should you experience a power outage, please notify our office and we will contact the Sevier County Electric System for you. Our company has no control over a power outage; however, we will quickly notify the electric company to get power restored as promptly as possible. We CANNOT
issue refunds due to a power outage, as this is completely out of our control. If we are informed the outage could take a long period of time, we will make alternate arrangements to accommodate you to the best of our ability. Please keep in mind that when you call in an outage, our staff will not know how long the outage will be restored. If the outage is widespread, our staff will be assisting those guests that are affected, and they may have been given a time frame in which your power may be restored, however, that information may not be available when you call.
Do your cabins have heat and air?
Yes! All of our units have heat and air units for your comfort! Should you experience a problem with your heating and air unit, please contact our office and we will have maintenance or a specialist assist you as quickly as possible.
When do we request maintenance?
Our maintenance staff is available from 9:00 AM to 5:00 PM for regular maintenance issues. We do have after-hours maintenance personnel available for EMERGENCIES ONLY!
Emergencies include no water, any heat or plumbing leaks. Emergencies DO NOT INCLUDE
hot tubs, jacuzzi's, fireplaces, cable or trash pick-ups. If you report a maintenance issue, please leave your key in the key box. If there is not a key in the key box, our maintenance will not have the means to enter the cabin without the key, therefore, leaving your maintenance issue un-resolved. Our maintenance staff will get to your problem as quickly as possible; however, our staff may not be aware of an estimated time of arrival from our maintenance when you place your maintenance request.
When can we use our fireplace?
Fireplaces are available for use from October 1st until May 1st. Please do not try to operate your fireplace outside of the above dates. It is extremely hazardous to use a fireplace during this time, as it could increase the probability of a house fire.
Is firewood provided?
Yes! Firewood is provided for your convenience. You must purchase your own starter logs or kindling. DO NOT USE LIGHTER FLUID TO START A FIRE IN YOUR FIREPLACE!
What is your policy on hot tub usage?
Your hot tub is available for use during your stay. Please do not alter the controls on the hot tub or jacuzzi. Excessive splashing of water could result in damage to the electrical system of your hot tub. Please use caution when entering and exiting the hot tub and use the steps that are provided. Please do not use any additives to the hot tub. Sudsing agents will cause damage to the motor. If you are pregnant, have high blood pressure, consuming alcohol; please refrain from hot tub usage. Also, we ask that you secure the hot tub cover on the hot tub, when it is not being used. This will help keep the temperature consistent and will also protect the cover in the event of high winds. DO NOT SIT OR STAND ON THE HOT TUB COVERS! YOU WILL BE RESPONSIBLE FOR THE REPLACEMENT OF THE HOT TUB COVER IF YOU DAMAGE IT! REPLACEMENT COSTS ARE $350. PLEASE TAKE CARE OF THE COVERS!
Do your cabins have internet access?
Not all of our properties have high speed internet or wireless internet access. Only certain properties offer this amenity and will be listed on the property description.
What happens during inclement weather?
Should we experience any type of winter inclement weather, we will ask that you stay in your cabin until it is safe to travel. Our maintenance staff will assist guests as safety permits. If we are being forecasted to receive snow or winter weather, please be prepared and have flashlights, food and water and be prepared to wait out the winter storm. If we see that it may be hazardous reaching your cabin, we will insist that your stay be moved to another property that is safe to reach, if one is available. Please understand that we have your best interest in consideration when notifying you of such change. Black Bear Lodging will not be held responsible for any damages to personal property caused by weather conditions.