Frequently Asked Questions

About Reservations

What time is check-in? Check-out?
Check-in begins at 4:00 pm. Check-out ends at 10:00 am Please review our booking policies for details.
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 that include tickets, etc., may require a deposit equal to the entire stay. The credit/debit card you provide will be charged immediately for the deposit amount. The credit/debit card used to make the reservation must be presented at check-in. The remaining balance of room rates, packages, taxes, and fees will be collected at the time of check-in. If the cardholder is not present at check-in, a credit card authorization form is required.
What is your cancellation policy? Refund policy?
Cancellation Policy: For reservations canceled more than 72 hours before the arrival date, a $10.00 Cancellation Fee will apply. For reservations canceled less than 72 hours before the arrival date, a Cancellation Fee equal to 50% of the first night's projected charges will apply. For reservations canceled 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?
The registered guest 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. Our guest rooms are priced according to their particular size and bedding type. For example, if a room will sleep up to four guests, we charge a price for up to four guests - more than four guests would require a larger room or additional space (s). Guest will not be allowed to check-in if the number of guests exceeds the permitted occupancy of the room. Example: If a guest has reserved a space that will accommodate four and arrive at check-in with more than 4 in the party, they will not be allowed to check-in. The reservation will be canceled and the deposit refunded.
If your hotel is not what I expect for whatever reason, 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. We will cancel your reservation and refund your stay if we do not resolve the issue.
Can I modify my reservation online?
You can modify reservations on our booking engine. Please review our booking policies for more info. If you experience any problems, please call us at 1-800-497-5749.
Are gift certificates available for purchase?
Yes. Gift Certificates are available to purchase by calling us at 1-800-497-5749. They can be purchased in any dollar amount and used all year.
How do I set up a group stay or event?
Whether you're looking to host a business conference, corporate retreat, youth group outing, or any other type of gathering, our sales staff can help you plan an event your guests won't soon forget; for groups, call us direct at 1-877-686-6338.
Does the lodge offer a commissionable rate for travel agents?
Travel agents can receive a commission on the best available rates when reservations are booked through the Reservations Center at 1-800-497-5749 using their IATA number.
Do you offer a rewards program?
Yes, Smoky Mountain Rewards is a unique program of rewards and privileges that offers you: points whenever you stay with us, discounts at local participating partners, and special offers and gifts from our hotels. There are two levels: Silver and Gold. All members receive immediate silver level benefits when they sign up! Silver members can earn their way to gold with as little as ten stays!\r\nEarn points for each dollar spent on eligible stays. Redeem them for hotel discounts and free nights. Sign up and find out more at www.SmokyMountainRewards.com.

Trip Planning

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 access waterparks or use Firefly Cove without their wristbands.
Do you sell day passes to the water park?
Only The Resort at Governor's Crossing guests with a wristband is permitted inside the waterpark.
What's included in my condo?
Each stay includes an amenity starter pack and essential kitchen items.
Is there a charge for Housekeeping?
Tidy-Up Housekeeping (removal of trash, removal, and replenishment of bath towels and washcloths) is included with your stay. Full Service is available for a nightly fee.
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, discounted tickets can be purchased at www.GetDiscountTravel.com.
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 offer a 'Pack n Play' for a minimal fee.
Are microwaves in each room?
Yes, every guest room includes a microwave.
Is coffee provided in each guest room?
Each guest room is equipped with a Keurig coffee maker and two starter K-cups for guests to make and enjoy in the comfort of their room.
Is childcare available?
No, we do not provide any child care services.
Do you offer a Continental Breakfast?
As each unit provides a full kitchen, Continental Breakfast is not served.
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 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 include a balcony and are designated as such.


What are your pool/waterpark hours?
The indoor water park is open from 9 am till 11 pm every day of the year! Our guests enjoy full access to the waterpark at no additional charge. Seasonally, the outdoor waterpark is open from 9 am until 10 pm. The waterpark schedule can be found on the outdoor waterpark page.
What is the inclement weather policy?
If weather forecasts suggest inclement weather or air temperatures below 55 degrees, our operating hours and operating attractions might be modified. The Waterpark will close and reopen during inclement weather once conditions improve for your safety.
What is the standard attire for the water park?
We are a family resort and require all bathing attire to be family-friendly.
Are coolers permitted in the water park?
Coolers and outside food are not permitted in the water park.
Are lockers available in the water park?
We do not have lockers available.
Are life jackets provided?
Life jackets are available on a first-come, first-serve basis. We strongly recommend that children under 48 inches and weak or non-swimmers wear a life jacket. Please note that inflatable toys are not allowed in the water park. Guest are permitted to bring their life jackets.
Can my child use the water park if they wear diapers?
Diaper-wearing guests are asked to wear a protective swim diaper.
Is my child safe in the water park?
We employ pool attendants with extensive training in monitoring pools and operating slides. In addition, we would like to remind parents that although we have pool attendants, they are not a substitute for responsible parental supervision. Attendants are provided to monitor and respond to emergencies, but not to babysit children. Always keep your child within arm's reach, and if your child is in the water, you should be too.

About the Hotel

I left something; how do I get it back?
We are sorry to hear you have misplaced your belonging and will do everything in our power to reunite you with your item. Please call us at 865-429-0500 extension 2 to discuss your article.
Are there vending machines?
Each floor has a designated vending machine area.
Are there washing machines available?
No, all units (except for Queen Studios) have
Is there a fitness center?
Yes, it is located in building 1.
Can I use scooters, Segways or Hoverboards inside the hotel?
For the safety of our guests, Segways, Hoverboards, self-propelled scooters, and similar devices are not allowed to be used, charged, or stored inside the hotel.
Is there an ATM?
No, there is no ATM available on site.
What are the quiet hours?
11:00 pm — 7:00 am are the quiet hours.

Booking Info

Check-in begins at 4:00 pm. Check-out ends at 10:00 am.
Early Check-In
Check-in Prior to 4PM is $50 and is not guaranteed, a limited number of guaranteed noon check-ins may be available at a cost of $150. Guests may pre-register and begin using the amenities at noon on the day of arrival without an early check-in at no additional costs and return to the front desk after 4PM to complete check-in. Please note all members of your party will need to return to the lobby at the same time during the check-in process to activate their wristbands if you do a pre-registration for amenity use.
Early Departure Policy
Whenever a guest creates an "understay" they forfeit one night as an early departure fee.
Late Check-Out Policy
Guests who do not check-out by the established check-out time will incur a $50 per hour late check-out fee. Guests that do not check-out by Noon will be charged an additional night at the current rate.
Modification Policy
In order for a reservation to be modified it must be recalculated to current rates and promotions. A reservation cannot be modified once the reservation has been checked-in.
Cancellation Policy
For reservations canceled more than 72 hours before the arrival date, a $10.00 Cancellation Fee will apply. For reservations canceled less than 72 hours before the arrival date, a Cancellation Fee equal to 50% of the first night's projected charges will apply. For reservations canceled on the day of arrival, a Cancellation Fee equal to 100% of the first night's projected charges will apply.
Smoking Policy
The Resort at Governor's Crossing is a smoke and vape free environment.