Clear Answers for a Seamless Stay

Whether you're planning a mountain getaway or partnering with us to manage your home, explore how Moonshine Retreats combines professional standards with hands-on local care.

For Guests

What are the check-in and checkout times?

Checkout is 10am and check-in is 4pm. Early check-in or late checkout may be available for an additional fee, subject to availability.

What is provided in the rental?

Moonshine Retreats provides all bedding and bath towels. We also provide a starter set of dishwashing detergent, hand soap, laundry detergent, toilet paper, paper towels, trash bags, shampoo, and conditioner. All cookware, dishes, and utensils are provided as well.

Is there 24/7 guest support?

Yes — call or email info@moonshineretreats.com or 865-217-6834.

What is the Cancellation Policy?

50% refund if you cancel within 30 days of arrival. No refund if you cancel within 29 days of arrival.

What are the house rules?

1. Respect Quiet Hours

• Please observe quiet hours from 10:00 PM to 8:00 AM.

• Be considerate of neighbors and keep noise to a minimum, especially outdoors.

2. Registered Guests Only

• Only the guests listed on the reservation are permitted on the property.

• Parties, events, and unapproved visitors are not allowed.

3. No Smoking or Vaping Indoors

• Smoking and vaping are prohibited inside the home.

• If smoking is permitted outdoors, use designated areas and dispose of cigarette butts properly.

4. Treat the Property with Care

• Report any accidental damage or maintenance issues as soon as possible.

• Please leave the home in good condition and follow checkout instructions.

5. Follow Check-In and Check-Out Times

• Check-in: After 4:00 PM

• Check-out: By 10:00 AM

• Late check-outs require prior approval to allow adequate time for cleaning.

For Owners

What do owners need to get started renting?

To get started, you will need:

1. A signed property management agreement

2. Your home in "photo ready" condition

3. All city and county permits and inspections completed

4. Short-term rental homeowners insurance

Once those are ready, Moonshine Retreats will take care of the rest!

Who takes the photos and inspects the home prior to going "live"?

Moonshine Retreats will schedule professional photos of your home once it is "photo ready." At that time, we will also complete a detailed walk-through to ensure everything is perfectly in place and guest-ready.

What permits and licenses are required?

Permits and licenses vary by city and county. Owners are responsible for obtaining all required permits before going live. If you need help navigating local requirements, we have resources available to guide you through the process.

How and when does the owner get paid?

Owners are paid monthly on the 10th (or the following business day if the 10th falls on a weekend or holiday). You will be provided with a detailed statement of charges and payouts, and funds will be distributed via ACH to your designated account. Moonshine Retreats retains the agreed commission percentage at the time of payout.

What does Moonshine Retreats handle once you have signed an agreement with us?

We handle the complete guest and operational lifecycle:

• All guest communication before, during, and after their stay

• Dynamic rate adjustments and continuous platform monitoring

• All credit card transactions, disputes, and processing fees

• All guest damage claims

• High-quality linens and terry for the home

• Essential guest supplies (toilet paper, soaps, dishwasher tabs, etc.)

• Scheduling departure cleans, deep cleans (as needed), departure hot tub service, and trash removal

What does the Owner handle once you have signed an agreement with us?

Owners remain responsible for:

• All utility, internet, HOA, and cable bills

• Lawn and landscaping services (if applicable)

• Pool service (if applicable)

• Required city and county permits and licenses

• Short-term rental homeowners insurance coverage

• General maintenance, repairs, and property upkeep as needed

Do we have a team on site?

Yes, we maintain a trusted, local network of professional vendors available 24/7 for cleaning, maintenance, and immediate guest support.

How do we handle repairs and is the owner contacted prior to?

We always contact you for approval before making any repair that exceeds $500.00. However, if the repair is critical to the guest experience (such as AC failing in mid-summer or heating going out in winter) and we cannot reach you in a timely manner, we will proceed with the repair to protect the guest stay.

Will reviews transfer over from another property management company?

Reviews on VRBO can be transferred. Reviews from Airbnb or other direct booking sites cannot be transferred.

Will reservations transfer over from another property management company?

Existing reservations do not automatically transfer with your home. However, we will make every effort to rebook those dates and drive matching revenue for you immediately.

Can owners have set rates?

Yes, owners can set minimum rates, though we generally advise against it. We use PriceLabs, an industry-leading dynamic pricing tool, to analyze real-time market data and set rates. To maximize your rental revenue, we strongly recommend allowing PriceLabs full dynamic control.