Reservations Terms and Conditions

Please read the following carefully, all policies are strictly enforced. It is yours and your guests’ responsibility to become familiar with ALL Sundog Vacation Rental policies and procedures and to verify dates and other information upon confirmation. You can also view our FAQ’s for answers to common questions.

Check-in

Check-in time is after 3:00 p.m. day of arrival.

All guests will check-in remotely at their vacation rental unless you’ve made arrangements to check-in at our downtown Sylva location.

We know from experience that even guests with the best cell phone service won’t be able to rely on their GPS 100% of the time to navigate to their mountain cabin retreats. That’s why we provide you with detailed directions that pick up where the best mapping apps leave off.
We recommend Google Maps. If you have any questions, please contact a reservationist at 828-631-6201 to assist with directions.

Checkout

Checkout time is by 11 a.m. on your day of departure.

Please follow the specific departure instructions provided for your rental. If you can’t find the detailed instructions, please call us for assistance.

Hours of Operation

Please note our general hours as well as our seasonally adjusted summer hours.

General hours:
Monday – Friday 9:00 a.m. to 6:00 p.m.

Summer hours:
Monday – Friday 9:00 a.m. to 7:00 p.m.
Saturday and Sunday 10:00 a.m. to 6:00 p.m.

Payment Methods

We accept MasterCard, Visa, Discover, cash or check (checks must be mailed and to our office 2 weeks prior to reservation). A 5% convenience fee applies to the total rental rate.

Our reservations team will charge the card on file on the morning of arrival unless you’ve made other arrangements.

Cancellations & Refunds

There will be no refunds for cancellations made less than 2 weeks prior to your reservation. A full refund will be given if a cancellation is made before the 2 week mark.

There will be no refunds or compensation for late check-ins, early check-outs, Acts of God, Mother Nature, acts of war, acts of government agencies, road maintenance, gas shortages, a/c, power, TV, cable, satellite, internet, phone, or water outages.

Phone

Local phone service is provided. Cell service varies in the mountains, depending on your service provider and area where the cottage is located. We are not responsible for lack of coverage by cell phone service providers. Some cottages are equipped with unlimited long distance. SUNDOG is not responsible for any phone service outages.

Ask your reservationist for your cottage’s particular phone service.

Supplies and Toiletries

Cabins typically have ample supplies for a weekend stay. Renters staying for longer durations will be responsible for additional supplies.

We do not provide amenities such as coffee. We suggest that you bring what you need to ensure your comfort during your stay.

We do not provide propane or charcoal for grills. Cottages with gas grills do have propane tanks that belong to the owner and can be refilled.

Lost or left behind items

Oh no! You left something behind!? Although Sundog Vacation Rentals is not responsible for any lost or left behind items, we promise to do our best to find it and return it to you. Guests are responsible for the shipping costs of returning lost items.

Maintenance

If you have any issues with your cabin during your stay please notify a Sundog team member so we may resolve the issue as quickly as possible. Some maintenance issues cannot be resolved by Sundog staff and must be resolved by a professional. Some of our vacation homes are in very rural locations, and maintenance and mechanical repair professionals are not as readily available compared to more densely populated areas. Thankfully, we’ve been in business in Western North Carolina for over a decade, and we have a long list of knowledgeable folks who we can call to solve the problem.

If a situation arises that cannot be resolved in a reasonable timeframe and you or someone in your party is stressed or uncomfortable due to age or illness, we will do our best to make other lodging arrangements for you. This of course depends upon availability, and is only considered under extreme circumstances, and unfortunately some issues may not be resolved during your stay.

We do our best to keep up with nature, if you discover something that is a threat to your well-being, i.e. yellow jackets, please notify a Sundog staff member.

Smoking

All of our cottages are NON SMOKING. If it is discovered smoking occurred inside a cottage, renter will receive a $250 fine, plus any additional costs for cleaning or damage.

Other Rental Details

We rent to responsible adults over the age of 25 only. All guests under the age of 21 must be accompanied for the entire stay by a parent or legal guardian.

If you are arriving after the posted hours of Check-in you will be given late check-in procedures. We are not responsible for guests that do not inform us of late check-in needs. Refunds will not be given for failure to notify a reservationist of late check-in and you are unable to get into your cottage.

Club Fees Apply For Bear Lake Reserve Properties depending on nights of stay and bedrooms in cottage.

Occupancy

NO HOUSE PARTIES. The occupancy of the unit will not exceed the predefined maximum occupancy for each cottage. Noise levels must not exceed the point where it is disturbing neighbors.

Damages

If there is any damage to a unit during your stay you must report it immediately. Guests assume responsibility to care for cottage, furnishings and amenities. The guest will be accountable for any damages excluding normal wear and tear. An excessive cleaning fee may be assessed if home is left in unsanitary or disorderly condition.

Termination By Owners / Substitutions

We strive to comply with all reservation requests for specific vacation properties. However, due to ownership changes, properties being removed from rental use, mechanical problems, or other unforeseen circumstances, we cannot absolutely guarantee a specific property. We reserve the right to change property unit assignment without liability should rental property become unavailable. Where comparable properties are not available, guests will have the option of selecting from available properties at the published rate or receiving a complete refund.

We look forward to having you as our guest!

Sundog Vacation Rentals
702 W. Main St.
Sylva, NC 28779

Call us: 1-877-786-3641