Help for Guests


Reservation Process

Why should I choose Jackson Mountain Rentals?
Jackson Mountain Rentals provides the best service and vacation rentals in Tennessee. We are staffed by local Vacation Planners and a full-service Operations team, who provide 24-hour support if an emergency arises during a guest stay.
Book direct and save! By booking directly through Jackson Mountain Rentals, either via our website or over the phone with a local Vacation Planner, guests will always receive the best rate available and save on fees from third-party sites.
For reservations booked over 45 days prior to arrival, a down payment of $300.00 ($1,000.00 if reservation total is over than $4,000.00) is required at the time of booking. If arrival date is within 45 days, reservations must be paid in full at time of booking.
Guests may contact VTrips at anytime to make payments on their upcoming reservation, but the remaining balance is due 45 days prior to arrival.

The contracted guest must be 25 years of age to sign the rental contract. A parent or legal guardian must accompany all guests who are under the Minimum Age for the entire duration of the rental. You agree to provide us with proof of age upon request. Please contact Jackson Mountain Rentals if there are any questions regarding minimum rental age.

Guests will book your unit with the understanding the property will be available. We will email you your online rental agreement that will need to be electronically signed, along with information on travel insurance, information on how and where to check-in and any pertinent information needed for your stay.

Guests will have access to information on the app three to five days prior to check-in. Reservation must be paid in full, and contract must be e-signed prior to this information becoming available.

We want all vacationers to feel confident about booking their Smoky Mountain vacation with Jackson Mountain Rentals. We collect a low deposit at the time of booking (for reservations made more than 30 days before arrival) and our automatic payment system ensures you won’t miss a payment date.

Please see below for the various options for our cancellation policy*:

  • 30 Days or More Before Check-in: If we are notified of your intent to cancel 30 days or more before your check-in date, you will receive a refund minus our service fee, travel insurance, and taxes.
  • 15-29 Days Before Check-in: If we are notified of your intent to cancel 15-29 days before your check-in date, you will receive a refund minus the service fee, travel insurance, taxes, and 50% of the total reservation rent.
  • 14 Days or Less Before Check-in: If we are notified of your intent to cancel 14 days or less before your check-in date, there will be no refunds issued.

In addition, bookings are also fast, secure, and contact-free. Book direct online from the comfort of your home or on the phone with our Guest Services team.

We highly recommend the purchase of travelers insurance for your reservation that will cover you for unforeseen events like flight delays, road closures, natural disaster evacuations, medical emergencies, loss of job, etc.

*This cancellation policy does not apply to long-term reservations 28 days or more

Check-In & Check-Out Process

What time is check in?

While we allow our guests to check in any time after 4pm that they desire, we encourage all guests to arrive between 4pm and 7pm. Should you have any issues upon check in with your rental, arriving between 4pm and 7pm allows us to address most issues the same day of arrival. If you choose to arrive after 7pm, while we do have phone staff available 24/7, non-emergency issues will not be handled until the following morning.

If guests arrive prior to approved check-in time, we kindly ask that guests make other arrangements and plan accordingly, as keys are not released and access codes are not active until approved check-in time.

Check-in and check-out location varies by property. For check-out, keys are returned to the same location as check-in. Please refer to your rental agreement and/or check-in instructions email, and please contact Jackson Mountain Rentals with any questions.
The contracted Guest must be present at check-in and provide ID. If alternate arrangements are necessary, please contact us in advance, so we may let you know if we’re able to make other arrangements.
You may be asked to provide a government-issued license and vehicle information (make, model, color, license plate information).
Check-out is at 10 am.

Trip Planning

Are additional guests allowed at my vacation rental?

All properties have established maximum occupancy limits, as listed in the rental agreement. At no time during your reservation dates are guests allowed to exceed the maximum occupancy for your rental property.

Occupancy is defined as the total number of people at the rental property at any given time, not just overnight guests. All guests, including daytime visitors, must be registered on your guest registration.

For your convenience, we supply you with a limited starter kit of bathroom tissue, soap, paper towels and dishwasher detergent. There are several shops you can visit nearby to purchase supplies for your stay.
We recommend bringing the following extras to your Tennessee rental: trash bags, paper towels, laundry detergent, dishwasher packs, and extra toilet paper.

Have More Questions?

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