FAQs

 

 

Our Most Frequently Asked Questions Answered

Click on the question and it will provide you with the answer.  If you do not see your question on the list, just contact us!
  

What is your cancellation policy?

Is there a minimum age to rent your chalet?

What are your check-in and check-out times?

Can I check in early/check out later?

How do I check-in upon arrival?

What is parking like at the chalet?

How treacherous are the roads? What should I do if it snows and I can't access the chalet?

Can I hold my wedding/family reunion/big party at Chateau de Fleurs?

How much is the first payment due in order to book?

What about Trip Insurance?

Is the chalet handicapped accessible?

Where can I rent a crib, high chair, scooter, or wheelchair?

What if my guest numbers change after I make a booking?

Is there an extra charge for more guests?

Can I bring my pet?

Do you accept service animals?

Do you have WiFi?

What type of cell phone reception should I expect?

How private is the chalet?

May we smoke/vape inside at the cabin?

Do you provide any personal items for use during our stay?

Do we need to bring linens, towels, or pillows?

What cooking/eating utensils will I need?

What do I do for food?

Do you provide gas for the grill?

Can we do laundry at the chalet?

Do you have an outdoor firepit?

Do you provide wood for the fireplaces?

Is there an extra charge to use the hot tub?

When will the fall foliage be the prettiest?

What are the Chalet Village Club swimming pools like??

Do you decorate the chalet for the holidays?

Will we encounter bears or other wild animals at the chalet?

How do you deal with pests?

 

 

 

What is your cancellation policy?

If a guest cancels 90 days before their stay they receive 100% refund. Guests will receive 50% refund if the cancellation occurs more than 30 days before their scheduled arrival. No refunds within 30 days of arrival. Back to top

Is there a minimum age to rent your chalet?

You must be at least 25 years of age to rent our chalet. The person who initiates the reservation and signs the rental agreement must reside in the cabin for the entire length of stay. Back to top

What are your check-in and check-out times?

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Can I check in early/check out later?

Possibly, depending on when the next guest will be arriving, but you need to specifically ask and receive an answer beforehand. You must ask within 1 week of your arrival, and at least 24 hours ahead of the extra time you want for check-out. Back to top

How do I check-in upon arrival?

You should expect an email no later than 2 days prior to your scheduled arrival, with a keycode and additional information. This way, you can arrive however late suits your schedule and you don't have to worry about meeting anyone in person. If you have multiple cars coming, you can give everybody the code, and whoever gets there first can unlock the door and get in. If for some reason you don't receive this email, check your SPAM folder or write us to have it re-sent to you. Back to top

What is parking like at the chalet?

We are fortunate enough to have a corner lot that provides us with 2 flat parking areas (a parking pad and a driveway). The chalet parking areas can accommodate up to a total of 5 vehicles. Back to top

How treacherous are the roads? What should I do if it snows and I can't access the chalet?

Chateau de Fleurs is located at the top of a steep mountain road. Most roads in our area are well maintained, but they can be curvy and steep as you are visiting the mountains. In the late fall, winter, and early spring it is not uncommon to occasionally have hazardous road conditions. It is recommended that all guests have four-wheel drive and/or tire chains during these seasons. No refunds will be given due to inability to get to the chalet due to road conditions. You may consider trip insurance if planning a trip during these seasons. ❅ Winter - The city of Gatlinburg roads are treated as necessary if there is any snow or ice accumulation. As with all mountain driving, four-wheel drive vehicles are recommended when there are icy roads or snow accumulation. Road surface conditions are not guaranteed at any time - there are no refunds given due to weather and we do not provide transportation or take responsibility for towing service. Back to top

Can I hold my wedding/family reunion/big party at Chateau de Fleurs?

No, we do not allow parties or events to be held at our chalet. Back to top

How much is the first payment due in order to book?

The deposit to make a reservation is 50% of the total. The balance would be due 30 days before your check-in date. Back to top

What about Trip Insurance?

Upon booking, we do offer all of our guests the opportunity to purchase travel insurance for their vacation. The travel insurance may be purchased at any time up until 30 days prior to arrival or as part of your booking payment process. We recommend that if your reserved dates are in the late fall, winter, and early spring you may want to consider purchasing insurance as it is not uncommon to have the occasional hazardous road conditions. It is recommended that all guests have four-wheel drive and/or tire chains during the seasons mentioned above. Please also remember we do not give any refunds due to a guest's inability to get to the chalet due to the road conditions. Back to top

Is the chalet handicapped accessible?

As private single-occupancy residence, our chalet is not required to meet ADA accessibility standards. We do have an entrance ramp onto the main level which includes the master bedroom. It is best to discuss your specific needs with us before you make your reservation so you'll know what to expect. Back to top

Where can I rent a crib, high chair, scooter, or wheelchair?

We do not provide any baby/infant items at the chalet and strongly encourage guests to either bring/rent baby gates as we have an open spiral staircase. Here are some resources that other owners and guests have recommended to us. Check out their websites:

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What if my guest numbers change after I make a booking?

No problem! You can simply change your guest numbers up or down by letting us know, and we'll adjust your information accordingly. Back to top

Is there an extra charge for more guests?

No, the rental fee is the same for 2 through 16 guests no matter the age. We only permit a total 16 guests per stay (adult and children) Back to top

Can I bring my pet?

We do not allow pets in the chalet. This restriction is strictly enforced. There is a Local Pet resort to accommodate your furry friend not too far away: Just Fer Paws, (865) 430-3383. Please call ahead for a reservation Back to top

Do you accept service animals?

Short answer: Service animal/guide dogs yes.

Emotional Support Animals No.

Under the ADA and Tennessee law, owners of public accommodations are not required to allow emotional support animals, only service animals and dog guides. These laws also don't apply to pets. We will accept service animals and guide dogs that can provide documented, government-issued proof of service animal status. Back to top

Do you have WiFi?

Yes, our high-speed WiFi is free and is password-protected. It is suitable for streaming movies, game playing, etc. Back to top

What type of cell phone reception should I expect?

It depends on the provider, but we have found good reception with AT&T, Verizon and T-Mobile. Our chalet is equipped with a standard telephone for outbound calling in the USA. Also, many providers and devices now offer voice over WiFi. Inside the National Park cellphone reception is almost non existent beyond the Sugarland's Visitor Center. Back to top

How private is the chalet?

Our chalet is in a neighborhood of Gatlinburg called Chalet Village. We do have neighbors that you can see from our property. Back to top

May we smoke/vape inside at the cabin?

No. Our chalet is smoke-free and vape-free. This restriction is strictly enforced. It should also go without saying that illegal drugs are prohibited on our property. Back to top

Do you provide any personal items for use during our stay?

We provide the following items for your use during your stay:

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Do we need to bring linens, towels, or pillows?

We provide all the basic necessities. All the beds will be made with white sheets, pillows, blankets, and decorative quilts & shams. An adequate supply of bath towels and washcloths are provided. If your stay is lengthy and you need fresh towels, please use the cabin's washer & dryer. We recommend you bring beach towels for community pool use. Back to top

What cooking/eating utensils will I need?

Our chalet is fully equipped with all the ordinary cooking equipment, including pans, cutlery, dishware and grilling tools. We also have a crock pot and Keurig K-Duo coffee maker. Unless you have a specific and/or unusual requirement, you should not need to bring anything to cook with. Back to top

What do I do for food?

You will need to provide your own food if you want to cook. The nearest grocery store is Food City-Gatlinburg, approximately 7 miles away. There are also several restaurants of all types in downtown Gatlinburg. If you would like to have groceries delivered we recommend Smoky Mountain Grocery https://smokymountaingrocery.com/ Back to top

Do you provide gas for the grill?

Yes, we provide propane for our guests that is piped into our gas grill. In the unlikely event you should run out of propane, please contact us. Back to top

Can we do laundry at the chalet?

Yes – we have a laundry room in the chalet, that has washer, dryer, iron and ironing board available for your use. Back to top

Do you have an outdoor firepit?

No, we do not. Back to top

Do you provide wood for the fireplaces?

No, we do not. Firewood is easily located at local shops October through March. Back to top

Is there an extra charge to use the hot tub?

No, the hot tub and all other amenities are included at no additional charge. Back to top

When will the fall foliage be the prettiest?

Well, it depends on the weather, and you know how reliable that is. Typically peak fall colors last seven weeks from mid-October to early November. The National Park Service's fall color page for the Great Smoky Mountains National Park is available here: https://www.nps.gov/grsm/planyourvisit/fallcolor.htm

The National Park Service's mountain view webcams will show you what the weather and foilage looks like now: https://www.nps.gov/grsm/learn/photosmultimedia/webcams.htm

But regardless of the time of year, there will always be beautiful leaves to look at - evergreens if nothing else. Back to top

What are the Chalet Village Club swimming pools like?

All 3 Chalet Village Club pools are available to guests staying at Chateau de Fleurs. Back to top

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Do you decorate the chalet for the holidays?

Yes, we decorate with every season. We decorate for Christmas after Thanksgiving with various decor, lighted garlands, and Christmas trees. Back to top

Will we encounter bears or other wild animals at the chalet?

It is possible. Bears are most active during early morning and late evening hours in spring and summer. Black bears do not truly hibernate but enter long periods of sleep so they may leave their dens for short periods of time, if disturbed or during brief warming trends. Females typically leave their dens with their cubs in late March or  early April. You should never approach bears or any other wild animal you may encounter.

Please keep these tips in mind during your stay for your safety:
● Do not feed or place food to attract bears.
● Only place trash in animal resistant trash cans or receptacles.
● Do not leave food in your car or in coolers outside the chalet.
Keep your vehicles locked at all times. Bears know how to open car doors.
● We recommend keeping the porch gates closed (though cubs have been known
to climb around the gates and wonder if they smell something enticing) Back to top

How do you deal with pests?

Our chalet is proactively treated by a professional pest control service. Pests occasionally do find their way in as we are on a mountain and surrounded by nature. This is especially prevalent in spring as they emerge and then again in fall when it gets colder outside. An expectation of completely pest-free environment is probably reasonable in a high-rise beachfront condo, but not in a chalet on the mountain surrounded by woods. Back to top

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