Guest FAQ
What time can we check-in/out? Why is check-in/out so late/early? Can we have a late check-out/early check-in?
Check-in time is after 4 pm and check-out time is before 10 am local time. We require time between check-outs and check-ins in order to properly clean and prepare our cabins for the next guest’s arrival.
Early check-in or late check-out may be available for an additional charge with advance approval, as long as there are no departing or arriving guests at your cabin the same day. Please inquire with reservations if you’re interested in an early check-in or late check-out. If you will be arriving later than 11 pm, please let us know in advance. Failure to vacate by the agreed check-out time may result in a late departure fee of up to one night’s rental.
How do we check-in?
Our check-in process is entirely digital for your convenience. Once your reservation is confirmed and your rental agreement is signed, you will receive your digital guest guide via email within five minutes. This guide includes the property address and all the destination information you’ll need for your stay. On the day of your arrival, you will receive your unique digital door code via text message at 3:30 PM, and it will also be available within your digital guest guide starting at 4:00 PM. If you will be arriving at 11 PM please contact guest services to make them aware.
I want to use my GPS to drive to the cabin. Can you send me the address of the rental cabin?
We recommend always using the turn-by-turn directions we email you rather than GPS. Some mountain roads are new enough that they may not appear correctly on GPS software, and accuracy can vary by service.
What happens if we have an emergency or a serious situation after hours, like the power goes out or the hot tub isn't heating correctly?
Call our office anytime for issues with the cabin. Some things are outside our control, such as power outages or third-party service providers (satellite TV, internet, etc.), though we’ll always work to resolve issues that arise during your stay. Please note refunds are not provided for power outages. For life-threatening emergencies, always dial 911 first.
How old do you have to be to rent a cabin?
Minimum age is 25 years old with a major credit card in your name for our smaller cabins. Some of our larger or luxury cabins require responsible adults 29 years or older. Valid, non-expired photo ID may be requested to confirm age. A parent or legal guardian must accompany all guests under the minimum age for the entire stay.
Do you have any cabins that sleep large groups?
We do have a few select properties that sleep more than 10 guests. Be sure to enter your guest count when searching our properties.
What is your cancellation policy?
Reservations made through third-party platforms (such as Airbnb, Vrbo, or Booking.com) are governed by the cancellation policies of those individual channels. Direct website bookings cancelled within 30 days of arrival are non-refundable and due in full. Cancellations 30+ days before arrival forfeit the 50% deposit paid at time of reservation, and no further balance is charged.
Do you offer travel insurance?
Optional travel insurance is available for your reservation through a third-party agency. Standard plans cover nonrefundable costs for trip cancellation, interruption, delay, baggage, and medical emergencies. Upgraded “Cancel for Any Reason” coverage is also available for partial reimbursement. We should add this right under the drop downs for Cancellation Policy so it’s easy to find.
I want to book a cabin but need to check with my friends or family on dates. Can you hold it for me until I confirm?
We’re not able to block a calendar date until a down payment has been received. We recommend confirming your dates before checking availability. Remember, direct bookings can be cancelled up to 30 days before arrival without being charged the remaining 50% balance due at 30 days before time of arrival.
How much are your cabins? Do you have any other fees or charges?
The price depends on several variable factors. Nightly rates are based on cabin size, location, and season. All charges are clearly itemized when you reserve online. Our fixed charges consist of the rental fee, lodging tax of 15% (as mandated by county and state), a cleaning fee (which includes cleaning of the cabin and hot tub), a service fee supporting our platform and 24/7 support, and a Damage Waiver fee.
What is the Damage Waiver, and what does it cover?
A Damage Waiver fee applies to your reservation and is disclosed during booking; it’s property-specific and varies by listing. It covers accidental damage up to $100 in combined labor and repair cost, as long as it’s reported before the end of your stay — things like scuffs on doors, walls, or floors, stains on upholstery, broken glassware, or loose cabinet handles. It does not cover intentional damage, excessive negligence, damage from smoking, pets, or criminal activity, violations of house rules, lost or stolen personal items, missing remotes or keys, or bodily injury. If repair costs exceed $100, you may be responsible for the remaining amount. Guests may also purchase separate travel insurance for broader coverage.
What if we bring more guests than we reserved for?
The number of guests at the property may not exceed the maximum occupancy listed for that cabin. Any undeclared guests will result in an additional charge of minimum $50 per undeclared guest, per day booked.
Can I pay a fee to bring my pet?
Yes, we are happy to accommodate your furry friends (see pet fees below) in our select pet-friendly cabins! Please use the ‘Pet Friendly Properties’ filter on our website to find the perfect stay. To protect guests with severe allergies, we maintain a strict policy—pets are only permitted in cabins specifically designated as pet-friendly. Please be sure to confirm your cabin selection before booking, as bringing a pet into a non-pet-friendly unit is strictly prohibited.
Are service animals treated differently from pets?
Yes. Bona fide service animals are welcomed at all properties as required by law, regardless of the property’s pet policy. Other animals, including emotional-support animals that don’t qualify as service animals, are not permitted unless the property is pet-friendly and the animal is an approved dog.
What is your pet policy and pet fee?
Only dogs are permitted, and only at properties specifically authorized as pet-friendly. A standard pet fee of $150 (unless otherwise specified) per pet applies for stays up to 7 days. For stays of 8 or more days, an additional $35 per pet per day applies after day 7. Pet approval, including breed and quantity, is at management’s discretion; please contact your manager with any specific inquiries. Bringing an unapproved pet or type of pet, or leaving evidence of a pet at a non-pet-friendly property, will result in a minimum fee of $500 per incident.
I accidentally left something behind at the cabin and I'm too far away to turn back and get it. Will you ship it back to me?
Please notify us as soon as possible after your departure if you realize you’ve left something behind. If we’re able to locate the item, we’re happy to ship it back to you — you’ll be responsible for the shipping cost plus a handling fee. We are not liable for items left behind.
Are large gatherings or parties allowed?
While gatherings are welcome for guests included on the reservation, we do not permit parties. We define a group of 7 or more adults consuming alcohol or recreational substances as a ‘party,’ which requires prior approval at least 24 hours before check-in. Unapproved parties, loud gatherings, or fireworks are not permitted and may result in eviction without refund.
Is smoking or vaping allowed?
No. Smoking, vaping, and illegal or non-prescription drugs are prohibited anywhere on the premises, including outdoor areas. A minimum cleaning and deodorizing fee of $300 applies if evidence of smoking or drug use is found in the unit.
Are weapons allowed on the property?
No. All of our properties are strictly weapon-free. Firearms, ammunition, and dangerous weapons (including replicas) are not permitted at any time.
Can I charge my electric vehicle at the cabin?
No. Charging EVs using standard household outlets or a cabin’s electrical system is strictly prohibited. Please use a designated public charging station nearby.
Are there security cameras at the cabins?
Some properties may be equipped with exterior security cameras (for example, at entry points or on the porch) for safety and security purposes. These cameras may record audio and video and are used to monitor the property when it’s vacant.
What should we bring that's not in the cabin?
We provide one set of towels per person — please bring extra towels if you’d like more, including for hot tub use. Bring any specialty cookware you might need including charcoal and firestarters. We also provide a local information sheet covering nearby restaurants, grocery stores, and houses of worship.
Do all your cabins have hot tubs and wireless internet?
Most of our cabins have hot tubs and wireless internet, though some owners prefer to disconnect. Cabins with WiFi are clearly labeled on the property page. Internet is provided as a courtesy; we can’t guarantee constant uptime or speed, and use is at your own risk.
Are fireplaces available year-round?
No. Interior fireplaces are operational from October through April, based on temperatures. Pilot lights are typically turned off around the first of May. As a general rule, if A/C is needed to stay comfortable, fireplaces will not be operational.
Are there wild animals around there?
Yes. In the mountains and surrounding protected forest, it’s common to see wild deer, turkey, and occasionally bear. Some cabins are more secluded than others, so you may see more wildlife at certain properties. For your safety, we recommend not attempting to interact with wildlife and instead enjoying their natural behavior from a distance.
Where are the nearest grocery stores? Should we buy all our groceries before we check in?
If you’re staying in or around Helen, Betty’s Country Store is right in the village of Alpine Helen and offers pre-made foods, fresh meats, produce, and general grocery items. There’s also an Ingles in Cleveland (at the intersection of GA Hwy 129 and GA Hwy 75) and a Walmart off Hwy 129. We recommend picking up groceries on your way to the cabin so you can settle in and enjoy your vacation time.
I heard the counties in the mountains are dry and don't serve alcohol. Can we buy alcohol near you?
Yes. While White County has historically been dry, legislation now allows convenience stores outside the city limits of Cleveland to sell beer and wine. The village of Alpine Helen isn’t bound by that restriction, and you can purchase alcohol at one of three package stores in the village any day except Sunday. Restaurants within Helen’s city limits are also permitted to serve alcohol.
What is there to do around the cabins?
There’s a wide range of activities in and around Helen and the surrounding mountains:
- Dining: Big Daddy’s, Pink Pig Southern BBQ, Alpine Pizza Garden, Nacoochee Village Tavern, Cowboys & Angels, Hofbrauhaus Restaurant, Bodenese, and Bangkok Haus.
- Outdoor Adventures & Hiking: Anna Ruby Falls, Dukes Creek Falls, Raven Cliffs Trailhead, Hardman Farm Heritage Trail, Hogpen Gap, Helton Creek Falls, and Mount Yonah Trailhead.
- Attractions: Babyland General Hospital (home of Cabbage Patch Kids), Georgia Mountain Coaster, Alpine Mini Golf, Unicoi Zipline & Aerial Adventure Park, and MindEscapes.
- Tubing & Water: Cool River Tubing and Helen Tubing.
- Wineries: Habersham Winery, Yonah Mountain Vineyards, Serenity Cellars, CeNita Vineyards, Creekstone Winery, and The Cottage Vineyard.
Visit our Local Area Guide for more recommendations and details.
Where can we go trout fishing near Helen?
The Helen, GA area is a fantastic destination for trout fishing. For guidance on local spots, public access points, and tips on seasonal conditions, we recommend visiting Georgia Wild Trout. Always remember to check current Georgia DNR regulations and ensure you have a valid fishing license before heading out.
There’s a wide range of outdoor activities in the mountains, from hiking to mountain biking to rafting to stream and lake fishing. The area also has several award-winning wineries and vineyards, part of the Dahlonega Plateau wine region. Surrounding mountain towns offer shopping, festivals, agri-tourism, and dining. Visit our Local Area Guide for more.
Where are your cabins located?
Our cabins are located in and around the Alpine Helen, GA area, approximately 1.5 hours from Atlanta and easily accessible via I-85 and GA 400. Several properties reside within a gated resort offering reduced golf packages and a variety of amenities. Most of our cabins are easily accessible from main roads, and many offer spectacular mountain views.
Are the cabins easy to get to?
Most of our cabins are accessed via paved or public mountain roads, accessible year-round with the exception of occasional winter snowstorms. Some cabins are located on gravel roads in mountainous terrain, and some driveways may be steep. If you’re arriving by motorcycle or towing a trailer, please review the cabin amenities or contact us in advance so we can guide you to the most accessible locations.