Frequently Asked Questions

We are centrally located on the border of Tennessee and North Carolina. We are only minutes from the Great Smoky Mountain National Park, with cabins and chalets conveniently located in Pigeon Forge, Gatlinburg, and Sevierville. Please note our check-in office is located at 1440 Upper Middle Creek Rd, Sevierville, TN 37876

This is approximately 6 miles from the intersection of Winfield Dunn Parkway (Hwy 66) and Main Street (Dolly Parton Parkway or 441 & 411) in Sevierville. The office is on your right. Look for an A Frame log building with glass in front and a “We Got Your Cabin” sign in the parking lot. We are also located next to a large building with a giant Alligator over its door.

Please visit our directions page to get directions to our check in office, click here.

Cabins managed by Timber Tops range from newly built with state of the art amenities, including In-Cabin Pools, to simple and rustic. It is important you carefully review all property description and details prior to making your reservations. If you have further questions not answered in the description or pictures please contact a sales staff member at, 1-800-266-1066, as they routinely visit properties so that they can help you.

Timber Tops and our property owners make every effort to assure that all descriptions and representations from our staff and on our website are accurate. However we are not responsible for publishing errors or changes made by owners in the furnishings or amenities. Prices, amenities, specials, seasons, and or/minimums are subject to change with or without notice. Timber Tops is not responsible for cabins that have been removed from our Rental Management Program, we will either meet your cabin reservations with a cabin of equal value, replace it with a cabin of greater value or in the event this is not possible, refund all money collected. Each property that Timber Tops, LLC, manages is individually owned and insured.

The Pigeon Forge Cabin Rentals, Sevierville Cabin Rentals and Gatlinburg Cabin Rentals managed by Timber Tops are privately owned and are decorated and furnished to suit the owner’s taste and needs. Accommodations and amenities vary. Please inquire about all of your specific needs. The following is a list of basic items you will find in all of our cabins: Heat & A/C, refrigerator, stove, microwave, toaster, coffee maker, basic pots & pans, dishes, flatware, utensils, telephone, Color TV (s), fire extinguisher & smoke detectors, bed linens, pillows, towels, washcloths and bath mats along with a starter supply of bar soap, dish soap, laundry soap, dishwasher soap, and paper goods to meet the home’s maximum occupancy. Items that are NOT SUPPLIED typically included charcoal, kindling or fire starter, wood for fire pits, extra blankets, cribs, plastic wrap, foil, coffee filters, condiments, spices or any type of food item. Not all cabins are decorated for the holidays. Only artificial holiday decorations are permitted and all evidence of any guest decorations must be properly disposed of upon departure.

You may check availability and reserve online 24 hours a day on our website or you may call 1-800-295-0395 between 8 am and 10 pm EST, 7 days a week. Our offices will be closed on Thanksgiving and Christmas. Timber Tops has an age restriction of 25 or older to book a large cabin (5 bedroom and larger).

The rental price is determined by this agreement at the time of making the reservation. No refunds or adjustments will be made for rate changes that take place after the date this reservation is made.

For the most part, we have a 2 night minimum. However, if we have an appropriate availability we will rent for one night with an extra cleaning charge added. On all holidays, all of July and all of October, we require 3 nights. Thanksgiving & Christmas, we require 4 nights.

All reservations require a deposit by credit/debit card matching the guest on file. A 50% deposit is required at time of booking with the remaining balance due 30 days prior to arrival on 5+ bedrooms. The card on file will automatically be charged the balance on that date. Reservations cannot be held without payment. Once payment is received, we will email a confirmation/rental agreement verifying the dates of your stay, the number of people in your party and your remaining balance. This agreement must be signed and returned with a copy of your driver’s license within 72 hours of booking. 

Pursuant to the provisions of the Tennessee Code Annotated, Title 47, Chapter 18 and Title 62, Chapter 13, Section 62-13-104(b)(3), Subdivision (D)(i), Timber Tops, LLC discloses the following as policy:

“All advance rent deposits, damage deposits and balance of rent due are deposited into a bank escrow clearing account. These deposits are considered income to Timber Tops, LLC upon receipt and may be used immediately. Any refund considerations are expensed from the general books of Timber Tops, LLC on a case by case basis.”

CANCELLATION: We have a strict no refund/no reschedule policy. No exceptions for any reason whatsoever without deposit protectionIf you have ANY concerns regarding the possibility of cancelling or rescheduling for ANY reason, including but not limited to illness, accidents, family emergencies, Acts of God, Force Majeure, pandemics, impracticability of performance, federal state or local travel restrictions, etc,  we strongly encourage you to get Deposit Protection to protect you against ANY and ALL unforeseen events where you would need to cancel or reschedule.
DEPOSIT PROTECTION: The Deposit Protection is available at time of booking and guarantees a full refund, less the cost of the protection fee plus tax, up to 60 days prior to your arrival. **Re-booked/Rescheduled reservations are not eligible for refunds**. Inside of 60 days of your arrival, deposit protection will allow you a one time use to re-book your stay within 12 months of your original dates, in the original property booked with 100% credit applied, less the cost of the Deposit Protection plus tax, up to 10 days prior to your scheduled arrival. Inside of 10 days prior to your arrival there is a strict no refund/no reschedule policy. **Rebooked/Rescheduled reservations are subject to any rate changes for the new dates selected**. Without the purchase of Deposit Protection there is a strict no refund/no reschedule policy. There are NO REFUNDS FOR EARLY DEPARTURES OR NO SHOWS. If you have ANY concerns regarding the possibility of cancelling or rescheduling for ANY reason, including but not limited to illness, accidents, family emergencies, Acts of God and/or Force Majeure, pandemics, impracticability of performance, federal state or local travel restrictions, etc,  we strongly encourage you to get Deposit Protection to protect you against ANY and ALL unforeseen events where you would need to cancel or reschedule.

All reservations require a deposit by Credit/Debit Card matching the Guest on file. 50% deposit is required at time of booking with the remaining balance due 14 days prior to your arrival on 1-4 bedrooms and 30 days prior to arrival on 5+ bedrooms.

We accept Visa, MasterCard & Discover.

We would like to recommend “Direct Check-In”. This will allow you to go directly to your cabin without having to come to the office. In order to do this you must complete the following:

  1. Give us a call at 1-800-266-1066 to pay the balance in full.
  2. We will email or fax you your credit card slips.
  3. Sign the credit card slips and Guest Agreement and fax back along with a copy of your driver’s license and the credit card that was used to make your payments. We need the front and back of the credit card. (You may block out all but the last 4 digits of the credit card.) You may also email this information to [email protected].
  4. We will then email or fax you a map to your cabin.
  5. Once you get to the cabin just give us a call and we will give you your key-less entry code. If you get to the cabin before 4:00 p.m. and our cleaners are still there please do not enter the cabin. Call our office and we will be able to help you.

If you chose not to do express check in please remember to bring the credit card you made the first payment with to check in. Remember Timber Tops new office is at 1440 Upper Middle Creek Rd, Sevierville, TN 37876

Express check in does not guarantee an early check in. Check In begins at 4 p.m. It may take up to 24 hrs before we can enter your information so please only call us if you have not received your map within 36 hours of faxing/emailing. If you have any further questions please feel free to call us 24 hours a day at 1-800-266-1066.

Check- In begins at 4:00 p.m. If you arrive early, you may have to wait to check in if your cabin is not ready. If you will be arriving after 10:00 p.m., (8:00 p.m. in some seasons) call 1-800-266-1066 and get late arrival instructions. Late arrival should be avoided if possible and can only be allowed for guest that have paid with a credit card and the signed slip along with the guest agreement have been returned to our office.

During peak weekends, busy times of the year and inclement weather conditions, your check-in time may be delayed. We strive to get you in your cabin by 4:00 p.m. from time to time this may not always be possible and we cannot guarantee your check-in will be 4:00 p.m. and we DO NOT offer any compensation for any delays in your check-in. We appreciate your patience and understanding.

The registered guest must contact Timber Tops and the reservation must be paid in full along with all necessary paperwork to be completed before anyone is allowed to check in. This includes all credit card slips signed, along with guest agreement (s), imprint of credit cards and copies of Driver License.

Please call the office and notify us when you have left the cabin so we can begin to make it ready for the next arrival.

Our Cabins are to be used for the enjoyment of our guest and NOT to be used for parties. “Disturbing the Peace” may result in eviction and a damage fee charged. No campers or camping on the grounds of a cabin will be allowed.

Our Cabins provide ample parking for standard automobiles. Parking on streets is illegal except where designated. NOTICE TO GUESTS BRINGING TRAILERS OR CAMPERS: Due to the mountain topography and limited parking it can be difficult to find parking for trailers or large vehicles. We are sorry but parking of guest vehicles at the Timber Tops office is not possible and cannot be accommodated.

The elevation varies from cabin to cabin. If you are renting a cabin with a spectacular view, you will have to drive up a mountain road. Reservationists can instruct you if four-wheel drive is needed to access some of our cabins.

The Great Smoky Mountains has become a vacation destination and has grown very quickly. Part of this growth is Cabin Construction. Timber Tops Luxury Log Cabins are not affiliated with any construction companies and unfortunately they are not obligated to inform us when they are building a new cabin. We try to inform guest at time of booking if we are aware of construction near the cabin they are staying at. However, we do not give any refunds or discounts for construction near any Timber Tops managed cabin. We apologize but these are circumstances beyond our control.

All of our cabins provide bed linens (sheets, pillowcases, 1 blanket & bedspread per bed), bath towels, wash cloths and shower mats for the occupancy of the unit along with a starter supply of coffee, bar soap, dish soap, laundry soap, dishwasher soap, and paper goods to meet the home’s maximum occupancy. The house is cleaned, hot tub is sanitized, filled and beds (except sofa beds) are made prior to your arrival. Daily maid service is not provided and guest is expected to launder towels, etc. as needed during their stay. 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 in cooler months to bring extra blankets.

When you enter your Luxury Vacation Cabin the refrigerator will be clean and empty. Placing your personal food that may have warmed since the time you purchased it will cause the refrigerator to work very hard. You can determine if the refrigerator is working by checking the freezer. If the freezer is working it may take the while for the refrigerator to catch up. This process could take several hours. If the freezer is not working call the guest services desk as soon as possible so that a repair service can be called.

All Trash is removed by Timber Tops from each unit at the end of each reservation. Please do not allow outside containers to overflow due to bear & animal problems. Please call us during your stay if you need a trash pick up, 865-908-0834.

Though all units are sprayed regularly by a professional pest control company, ladybugs, wasps, other insects and sometimes bear visit cabins. In the event of a major infestation, the office will call maintenance or pest control to attempt to solve the problem.

Timber Tops does everything possible to keep all equipment in good working order. It is impossible to guarantee that all appliances, hot tubs, hot water heaters, fireplaces, home media centers, etc will be in working order 100% of the time. We do guarantee to make every effort to correct all deficiencies as soon as possible. Management reserves the right to perform exterior and/or interior maintenance during your stay. In the event maintenance must be preformed we will do our best to do so without inconvenience to you. Your silence indicates full acceptance of the unit and its condition.

Please call our office if you have questions regarding the operation of your hot tub. While not using the Hot Tub please keep cover locked and closed. Do not sit or stand on Cover. Prior to your arrival all Hot Tub have Chemicals Replenished and filled if needed.

Timber Tops offers a special class of cabins, Silver, that offer indoor swimming pools. These pools are checked every 3 days. If you are not in your cabin when the pool is serviced maintenance staff will leave a door tag letting you know they have serviced the pool. The pool temperature is set by the pools manufacture to be between 77 and 84 degrees. If water has to be added to the pool it may take up to 4 hours for the pool to recover to its factory set temperature. Pools cannot be drained and chlorine is used to keep the pools clean.

Chalet Village Clubhouse Pools require a pass for a guest to use the amenities. Chalet Village supplies each cabin with one and charges $50.00 for a replacement.

The pool passes are available through Timber Tops upon check in for use during your stay at no charge up front. The pass must be returned to our office upon departure. If the pass is not returned to our office on the date of checkout, we will charge the $50.00 fee from Chalet Village to the credit card on file for a replacement.

We apologize for the inconvenience and thank you for your cooperation.

Properties may be smoking or non-smoking. Please be specific with your request when reserving your cabin. Timber Tops cannot guarantee that non-smoking units are never smoked in. When possible, please utilize the porches and outside areas in consideration of our nonsmoking guest. There is a $200 fine for smoking in a non smoking cabin. Please do not discard smoking material on the grounds.

Fireplaces are turned off between May 1st – October 1st.

Many of our cabins allow you to bring your pets with you on vacation. These cabins can be identified on our website (pet friendly list). In order to continue to do this we must ask your cooperation with the following policies:

  1. Pets are not allowed on neighboring properties
  2. Pets must be on a leash when being exercised
  3. Pets are only allowed on specific trails in the Great Smoky Mountain National Park
  4. Great care should be taken to prevent a pet from straying. Many pets are lost each year. In strange surroundings pets will become disoriented and lost. We require that all pets left alone in a cabin must be in a pet crate.
  5. A maximum of 2 (dogs only) allowed with a maximum weight of 25 pounds per dog. In the event any damage is done to the cabin, you will be responsible for any and all costs.
  6. A $250 fine will be assessed in the event a pet is taken into a non pet friendly property.

All of Timber Tops cabin rentals have normal local telephone service, some offer FREE “Unlimited Long Distance”, and some offer “High Speed or Wireless Internet.” Please refer to the specific cabin rental page to determine the level of these services.

Cable, satellite, telephone, gas, electric and water service are not under the control of and cannot be guaranteed by Timber Tops. No refund will be made for interruption in service beyond Timber Tops control. However, if the interruption of service is for an extended period, Timber Tops will try to find the guest other accommodations.

Timber Tops and the property owners are not responsible for personal property left behind, stolen or damaged during your stay. Never leave valuables (cash, wallets, jewelry, camera, etc.) unattended. If you find you have left something behind, fill out this form, Lost & Found and we will try to locate the missing item. Items unclaimed more than 14 days will be disposed of or given to charity.

Weather changes quickly in the mountains. Plan your trip according to the weather. For road conditions call 1-800-342-3258. In winter, though our weather is ordinarily fine, you should come prepared with extra food, 4-wheel drive and chains. Timber Tops reserves the right to cancel or transfer your reservation, during periods of snow and ice.

Pigeon Forge, Gatlinburg, Great Smoky Mountains and Sevierville area is growing rapidly and therefore traffic is possible. Construction in the area of your cabin is also possible. Please be tolerant and understanding.

Timber Tops respects your privacy and is committed to protecting your privacy. Click here to learn more.

Your payment and personal information are always safe. Timber Tops secure software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address so that it cannot be read over the INTERNET.

The closest airport is McGee/Tyson (TYS) located in Knoxville TN, and it is approximately 50 miles from our office.