Frequently Asked Questions

What time is check-in? Check-out?
Check-in begins at 4:00pm. If you arrive early, feel free to ask our front desk if a room is available for early check-in. Check-out ends at 10:00am
Are you going to charge my credit card when I reserve a room, or wait until I check in?
Deposit Policy: Each reservation requires a deposit equal to the first night's stay plus applicable fees and taxes. Packages which include tickets, etc. may require a deposit equal to the entire stay. The credit/debit card you provide will be charged immediately for the amount of the deposit. The credit/debit card used to make the reservation must be presented at check-in.
What is your cancellation policy? Refund policy?
Cancellation Policy: For reservations cancelled more than 72 hours prior to arrival date a $10.00 Cancellation Fee will apply. For reservations cancelled less than 72 hours prior to arrival date a Cancellation Fee equal to 50% of the first night's projected charges will apply. For reservations cancelled on the day of arrival a Cancellation Fee equal to 100% of the first night's projected charges will apply.
How old do you have to be to check in?
At least one person in your room must be 18 years old or older.
Do you offer discounts for AAA, AARP, etc?
AAA, CAA, AARP, Government, and Military discounts are available.
Is there an extra charge for more than two adults? Is there a per person fee? Do children stay free?
We do not charge per person. All of our guest rooms are priced according to their particualr size and bedding type. For example: if a room will sleep up to four guests, the price we charge is for up to four guests - more than four guests would require a larger or additional room(s).
If, for whatever reason, your hotel is not what I expect - what then?
With our 100% Satisfaction Guarantee, you can have complete confidence in your stay with our hotel. If your accommodations do not meet your expectations, please inform the Front Desk within 30 minutes of your check-in and we will make every effort to remedy the situation. Should we be unable to resolve the issue, we will find suitable lodging for you or cancel and refund your stay.
What's included in my condo?
Each stay includes an amenity starter pack and basic kitchen items.
Is there a charge for Housekeeping?
Limited housekeeping is included with your stay. Full Service is available for a nightly fee.
How do I access the amenities offered?
Your wristband is your pass to all the amenities at The Resort and the key to your room. Guests must wear wristbands while on our campus. Guests will not be able to access waterparks or use Firefly Cove without their wristbands.
Do you offer Smoking rooms?
All guest rooms are non-smoking. Our guests are welcome to smoke outside of the hotel.
Do you have discount tickets for area attractions and shows?
The Resort VIP program includes discounts to several local attractions, and Smoky Mountain Rewards members receive discounts at participating partners. Additionally, Dollywood passes are available for purchase at our Front Desk.
Do you have roll-away beds or cots available?
No, we do not have roll-away beds or cots.
Do you have cribs?
We do not have cribs, but we do offer a 'Pack n Play' for a minimal fee.
Are microwaves in each room?
Yes, every guest room includes a microwave.
Do you offer a Continental Breakfast?
No, as each unit provides a full kitchen, Continental Breakfast is not served.
What are your pool hours?
Our indoor water park is open from 9am til 11pm everyday of the year! All of our guests enjoy full access to the water park at no additional charge. Kids love the water umbrella and other activities! Refresh and invigorate with the Jacuzzi, or relax in the Sauna! There is something for everyone!
The outdoor water park at The Resort @ Governor's Crossing is open from 9am until 10pm, seasonally. Enjoy the warm weather and sun with the many activities available, at no extra cost. The Lumberjack Log Roll is a perennial favorite, and the kids love the water slide!
How far are you from Dollywood?
Dollywood's main entrance is less than 5 minutes away!
How much parking is available? Is there a fee?
The Resort at Governor's Crossing has ample parking available. There is no parking fee.
Are very small pets okay?
We are a pet-free hotel. No pets of any size are permitted.
Is there a guest laundry area?
No. All condos units (except the Queen Studio) include a washer and dryer.
Are exercise facilities available at your hotel?
Yes. All of our guests are welcome to use the on-site fitness center.
Is there a Trolley stop nearby?
There is a Pigeon Forge Trolley stop within walking distance of the hotel.
Do you have balcony rooms?
Some of our guest rooms do include a balcony and are designated as such.