Frequently Asked Questions


Program Overview


Q: Is there a setup fee?


A: No!  We have a service agreement that is required prior to start of service.   Service can be canceled at any time with a 45 day notice.


Q: Are there any hidden fees?


A: No hidden fees.  Ever.


Q: Are you a cabin rental company?


A: No, we can provide several trusted and reliable online services for your vacation rental reservations.





Q: What does your cleaning fee include?


A: We provide the following at no additional charge:

Starter supply of amenities - this includes: 2 rolls of toilet paper per bathroom, 1 roll of paper towels, 1 bath soap and 1 shampoo per bathroom, 2 interior and exterior trash bags per trash can, travel size bottle of Palmolive dish soap, 1 packet of dishwasher detergent per machine, and 1 single-use box Purex laundry detergent


Hot tub cleaning - drain, clean, refill, and ensure proper bromine levels


Linen Use & Care - this includes: sheets, towels, washcloths, and hand towels, 1 kitchen towel, and 1 dishcloth


Pre-arrival Inspection


1 time trash removal at the time of departure


Monthly HVAC filter replacement


Standard light bulb & battery replacement (as needed)


Shower liner replacement (as needed)


Grill brush replacement (as needed)


24/7 phone support


Q: Are your linens laundered in the property?


A: No, we have an offsite commercial facility to process all the dirty linens.


Q: Can I use my linens?


A: No.  The cleaning fee includes the use of linens.  Ultimately we don’t have the ability to accurately track your linens.


Q: Do you clean the hot tub after every stay?


A: Yes, we drain and clean the hot tub after every stay. Hot tubs are treated with Bromine and levels are tested during the inspection process.


Q: Am I required to have any cleaning products or equipment available for the cleaners?


A: No, cleaners provide their own cleaning supplies for use in the properties.


Q: How often are comforters, blankets and shams laundered?


A: It varies at the request of the owners, and additional charges will apply.


Q:  Do you offer deep-cleaning services?


A:  Yes, we do!  We encourage deep cleans twice a year around May and September.  The fee structure is different for a deep clean, and we will be happy to give you an itemized list of services performed that is specific to your property along with the estimated cost.  A deep-clean can be performed at any point during the year, but we do need extra time to complete one and prefer to do them during slower months.


Q: Are we notified when the property has been cleaned?


A: No, we utilize an industry leading vacation rental software to ensure your property is cleaned and inspected at the scheduled departure and arrival of each and every guest. All notifications and reporting functions happen internally.


Q: Will my vacation rental be cleaned the day of departure?


A: Yes.  However we will not guarantee that it will be cleaned the same day.  There are always unforeseen circumstances which can arise that can cause a delay.


Q: How do I get cleaning schedule to you?


A: Simple… We will subscribe to your booking software’s calendar feed.  Once we have the calendar feed we will schedule your inbound and outbound property needs.


Q: When is my property inspected?


A: We will schedule the inspection the same day during a back-to-back stay, or we will schedule it within a few days of the next arrival.


Q: Who reports damages?


A: All of our staff is equipped with the leading vacation rental software that allows cleaners, inspectors, and maintenance personnel to quickly upload pictures and notes.  Once uploaded our system immediately notifies us of the concern, and our service department with contact you.


Q: Who replaces batteries, light bulbs, HVAC filters, and shower liners?


A: Our Inspectors will replace the items as needed during their routine inspections.






Q: What maintenance services do you provide?


A: Anything under the roof that does not require permits, or work to any major appliances and equipment.


Q: Do you offer after hours maintenance when an emergency arises?


A: Yes, we will tend to any major water, electrical, plumbing or HVAC issue needed after 7 pm.


Q: Do you replace items damaged if needed?


A: Yes, at the request of the owner, we will replace damaged items.  We do not markup any replacement items.  You only pay for the part and labor.  All repairs will be emailed with attached photos of the work needed and when completed.


Q: How often are smoke detectors and door lock batteries changed?


A: Biannually, Spring and Fall.


Q: Do you provide lawn care?


A: Yes, we can provide lawn care services upon request.


Q:  How do you handle cleaning, inspecting, or maintenance for the property during adverse winter weather?  What if my guests are unable to vacate the cabin due to winter weather?


A:  During adverse winter weather conditions, we proceed as scheduled.  If your guest is not able to get out, we will reschedule service for the day your guest is able to safely leave.


Q:  Are you able to provide a generator for my property in the event of a power outage during a guest stay?


A:  No, we are unable to provide backup power generators at this time.


Q:  Will you be able to provide a heating or air conditioning unit in the event the HVAC system gives out during a guest stay?


A:  Yes, we do have mobile units that can be rented for an additional fee until the HVAC system is fixed.











Approved HomeAdvisor Pro - Smoky Mountain Service Management, LLC

Preferred Service Provider