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Frequently Asked Questions

Are you a hotel or a vacation rental?

We are the best of both. We are what we call an un-hosted experience. Imagine a hybrid between an Airbnb vacation rental and a hotel. The property is maintained and overseen by our team of professionals who are tasked with making your stay exceptional. However, during your stay, there is no on-site member or front desk concierge.

How do I book?

You will get the best rates when you book your stay directly on our website or by calling us at the front desk number. You may also book on third party websites (Expedia, AirBnB, VRBO...), however, additional fees may apply. If you book on a third party, any changes or cancellations must be made via the booking platform you used. 

What is the cancellation policy? 

When you book directly with us: Our Suites have a 14 day cancellation period. The Lodge Chalet has a 30 day cancellation period. A  deposit equal to the first night + tax is collected at the time of booking, and the remaining balance is collected when the cancellation period ends. There are absolutely no refunds after the remaining balance is collected. if you book within the cancellation period, the reservation is automatically non-refundable. 

If you book through a 3rd party booking engine (AirBnB, VRBO, Expedia, Etc...) You may be subject to stricter cancellation policies, based on the platform you booked on.

What time is check in / out?

Check in is at 4pm, please do not plan to arrive earlier as your room may not be ready. 

Check out is at 10 am. Unfortunately, we cannot accommodate late checkouts and your room access code will automatically expire at 10 am. Late departures may incur additional fees.

How do I check in?

On the day of your check-in, our staff will provide you with your keyless entry instructions. All rooms have a keypad on the door and will have a personalized code for the duration of your stay. The code will be programmed to provide access to your unit beginning at 4 pm on the day of check in and will deactivate at 10 am on your day of departure.

What is the Security Deposit?

Since our property is unhosted (No staff on site) we require a security deposit to be authorized on your credit card for the duration of your stay just in case. The credit card on file will be authorized an incidentals security hold
on the day of check-in and refunded after your departure. The security deposit is $25
0 for the suites and $750 for the Chalet Lodge.

Do you charge cleaning fees?

We do, much like your typical AirBnB, we outsource our housekeeping and therefore charge a non refundable one time cleaning fee. The Chalet Lodge cleaning fee is $395 for the 7 bedroom option, and $295 for the 4 bedroom. The suites cleaning fee is $35 for the standard suites, and $55 for the 2-bedroom suite.

What is the property like?

Our 22 acre private mountain retreat features 7 hiking trails, with views over Clingmans Dome (the highest point in the Smokies!). The property also features a spring fed stream, with water features and a fish pond with fireplace. There are several gardens with outdoor games and plenty of natural beauty to enjoy all year round! You can see our property map HERE.

Is there on-site dining?

There is no restaurant on the property, however there are several fantastic places to eat and drink just a short drive away! Visit our Dining page to see some of our favorites.

Do you allow dogs?

We do, in the Chalet Lodge only for a $300 flat fee. 1 dog permitted - up to 60lbs. Pets must be crated if left unattended. Pets are not allowed on furniture or public areas for the safety of other guests. Pets must be leashed at all times, and guests are responsible to pick up and clean any pet waste. Additional fees may apply.

Unfortunately, we do not allow pets in the Spa Suites. If you are looking for another pet friendly option, please visit our sister property Hotel Cashiers, located in downtown Cashiers, NC. About 45 minutes away.

Are children allowed?

Children of all ages are allowed in the Lodge Chalet.

We welcome children aged 12 and older in the Suites.

What do I need to do before check out?


Not much! If you are staying in our Spa Suites, please turn off the lights, AC and TV and open the blinds on the door so our housekeepers know you have departed. Please lock the door using the deadbolt.

If you are staying in the Lodge Chalet, please follow the house manual located in the kitchen for more information regarding check out.

What's the parking situation?

The Lodge Chalet has 7 parking spots (1 per bedroom). The Suites have 1 parking spot per suite. There is NO additional parking on site, please plan accordingly. There is NO large vehicle, trailer or RV  parking available on site. Please lock and do not leave food in cars as it may attract wildlife.

Do I need an all-wheel drive vehicle? Can I park a trailer on site?

In Winter season and when there is a chance of snow or ice we recommend having an all wheel drive vehicle as small roads in the area may not be treated as fast.

There is no oversized vehicle parking. All parking is for standard sized vehicles only.

Do you have good cell signal / Wifi?

The property is equipped with great WiFi inside and near the units, However. the further from the building you go, the less signal you will have. Cell service is good, but not always great.

Do you provide housekeeping?

We do not offer daily housekeeping. We provide 1 (one) set of linens and towels per guest per stay. If you foresee your group needing extras please bring some along with you or let us know at least 72 hours in advance. Your unit will be stocked with deluxe full size toiletries, however, these are not restocked during your stay. 

Is there a fireplace?

Yes, plenty! All of our Suites have gas fireplaces, and The Chalet Lodge has 2 rooms with gas fireplaces.

The shared Clubroom has a gas fireplace, and is open from 9am-9pm to all guests staying at Outland Great Smoky Mountains. Please use the fireplace responsibly.

There is also an outdoor communal firepit located by the pond. Please follow the rules and use the firepit responsibly.

Is there a grill?

The Chalet Lodge has a propane gas grill outside o the kitchen, The Suites do not have access to a grill

Are all units air conditioned?

Yes. The suites have a mini split system HVCA system for heating and cooling. All suites have gas fireplaces which provide additional heat. The lodge chalet has central air and hydronic baseboard heating.

Do the suites have a kitchenette?

All Suites have a mini-fridge, microwave, and a coffee machine stocked with a welcome coffee kit for your stay.

The Chalet Lodge has a full kitchen.

Do you offer media or influencer partnerships?

Absolutely! We believe the best marketing is word of mouth and are happy to invite any credentialed media writers or social media bloggers (public profiles with +10k followers per platform) to experience our property for special rates in exchange for social or written marketing material. Please email or DM us at @stayoutland to learn more.

Can I host an event here?

Sure! We would love to discuss your event, please check out our weddings & events page or call us directly for more information.

How many people can the property sleep?

The Chalet Lodge and the Spa Suites have a total of 13 bedrooms, each with private bathrooms and outdoor space, and can comfortably sleep 26 adults.

have any more questions? 
call us!

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