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 amount of the deposit. The credit/debit card used to make the reservation must be presented at check-in. If the cardholder is not present at check-in, a credit card authorization form is required. Please see our Booking and Cashless FAQs.
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 1-877-686-7829.
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!Earn 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.
Are gift certificates available for purchase?: Yes. Gift Certificates are available to purchase by calling us at 1-877-686-7829. 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 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 1-877-686-7829 using their IATA number.

Trip Planning

How do I access the amenities offered?: Your wristband is your pass to all the amenities at Country Cascades Waterpark Resort and the key to your room. Guests must wear wristbands while on our campus. Guests will not access the waterpark, firepits, or any scheduled activities without their wristbands.
Do you sell day passes to the water park?: Only Country Cascades Waterpark Resort guests with a wristband are permitted inside the water park.
Do you offer Smoking rooms?: All guest rooms are non-smoking. Our guests are welcome to smoke outside of the hotel.
Are small pets okay?: We are a pet-free hotel. No pets of any size are permitted.
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.
How much parking is available? Is there a fee?: To ensure a great guest experience for all guests, Country Cascades limits parking to one vehicle per room. There is no parking fee. No RVs or trailers are allowed.
Are microwaves in each room?: No.
Is coffee provided in each guest room?: Guest rooms do NOT include coffee or coffeemakers.
Is childcare available?: No, we do not provide any child care services.
Do you offer a Continental Breakfast?: No, Continental Breakfast is not served.
Can luggage be stored if I arrive before my check-in time or check out early?: We do not provide luggage storage.
Does the room come with a safe?: Yes, all rooms come with a safe.
Do you have balcony rooms?: Rooms in the Summit Tower feature either a balcony or patio, and this designation is made during the reservation process. Please note that balcony rooms must be specifically reserved. Additionally, the Themed Cabin Suites in the River Tower also come with balconies.
Is there a charge for Housekeeping?: Tidy-Up Housekeeping (removal and replenishment of bath towels and washcloths, and trash removal) is included with your stay. Full Service is available for a $25.00 per day fee.
What items should I bring on my trip?: We provide towels in the water park area. If you forget an item at home, please come and visit us at one of our shops where we offer many products.
How far are you from Dollywood?: Dollywood's main entrance is less than 5 minutes away!
Do you have discount tickets for Dollywood, Ripley's Aquarium, etc?: You can find discount tickets at reservepigeonforge.com.
Is there a Trolley stop nearby?: There is a Pigeon Forge Trolley stop within walking distance of the hotel.

Waterpark

What are your pool/waterpark hours?: The indoor pool and hot tub at Country Cascades are open for our guests' enjoyment from 8:30 am — Midnight. Beginning April 1^st, 2022, the indoor pool and hot tub will no longer be available. The outdoor pool is open from 9 am — 11 pm, seasonally. (The outdoor pool area is usually closed in Winter.) The seasonal Waterpark schedule can be found on our Water Park 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. For your safety, the Cascades Waterpark will close and reopen during inclement weather once conditions improve.
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 865-428-1194 extension 2 to discuss your article.
Are there vending machines?: Each floor has a designated vending machine and ice machine area.
Are there washing machines available?: Yes, we have coin-operated washing machines available on the 2nd floor in our Country Tower and the 3rd floor in our Summit Tower.
Is there a fitness center?: A Cardio Studio is located in River Tower.
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.

Cashless Payments

Why is Country Cascades going cashless?: Cashless operations offer faster and more secure transactions. This in turn allows lines to move faster!
What is Cash-To-Card?: This is a service that allows guests to add cash to a prepaid debit card.
Will I have to share any personal information for Cash-To-Card?: No personal information is needed to convert your cash onto a card. You can choose to receive a digital receipt by entering your phone number.
How much cash can I load onto a card?: You can load up to $500 per kiosk transaction. This service is for on campus spending but not intended for room payments or room charging privileges.
How long does it take to get a card?: Less then 2 minutes for most guests.
Where can I use my prepaid card?: Anywhere in the US that accepts credit cards.
Can I reload or add money to my prepaid card?: No, the cards are not reloadable.

Booking Information

Arrival/Departure: 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.
Parking: In order to ensure a great experience for all guests, Country Cascades limits parking to one vehicle per room. Trailers, RVs, and campers are not permitted.
Smoking Policy: Country Cascades Waterpark Resort is a smoke and vape free environment.
Cashless: Country Cascades will no longer accept cash as a method of payment.