Terms & Policies
We pride ourselves in creating a friendly, family oriented environment at Mulberry Gap and bringing customer service beyond expectation to all our guests. Due to growing demand and expanding services, we have put these policies in effect to best serve our guests and to help insure the success of our business so we may continue to serve you for years to come.
When you book your spot for any of the services available at Mulberry Gap, it is our commitment to reserve those services for you and likely turn others away. Often, these services are difficult to book at the last minute. We understand your primary goal in visiting is to enjoy the outdoors and ride the trails. Unpredictable weather can hinder your experience and sometimes life just gets in the way.
PLEASE UNDERSTAND THAT WE HAVE ALLOWED AS MUCH FLEXIBILITY AS POSSIBLE AND MUST BE FIRM IN ADHERING TO THE FOLLOWING REFUND/CANCELLATION POLICIES:
Change of date or reschedule of your original reservation (within the 3 - 6 day guideline stated above) are allowed no more than twice per reservation.
We do not allow transferring of one reservation to another individual.
Full Refund -
Standard Reservations: Cancellations must be received by 4 PM EST at least 7 days before your scheduled arrival. All refunds are subject to a 5% processing fee.
Special Events: Cancellations must be received by 4 PM EST at least 7 days before your scheduled arrival. Event refunds are subject to a $50 administration fee.
Full Credit -
Standard Reservations: Cancellations must be received by 4 PM EST at least 3 days before your scheduled arrival. Payments will not be refunded. A 100% credit will be issued to your account for use within 1 year of your cancellation date.
Special Events: Cancellations must be received by 4 PM EST at least 3 days before your scheduled arrival. You may choose between a 50% refund or a 75% credit to use within one year of your cancellation date. Your credit may be used for any service provided at Mulberry Gap.
Forfeit Deposit –
Standard Reservations: Cancellations made within the aforementioned periods, no shows, or early departures will result in a forfeit of your deposit.
Special Events: Cancellations made within the aforementioned periods, no shows, or early departures will result in a forfeit of your deposit.
Upon your arrival, each adult in your party will be required to register as an overnight guest. Please bring a copy of your driver’s license and credit card.
Office Hours are as follows: Thursday - Monday: 9:00am - 6:00pm. We do not accept overnight reservations for Tuesday or Wednesday night. We are available by email or phone from 9:00 am - 5:00 pm on these days.
A dropbox located outside of the registration office. All check-ins beyond 6:00pm will be provided with a property map with directions to their campsite or cabin with key. Please notify staff if you will be arriving later than 6:00pm. Once the office opens at 9:00am the following morning, you will need to bring your credit card and photo id to the office to complete the proper check in process.
Cabin and Campsite guests should be vacated from their room / site by 12:00pm.
Late checkouts are subject to a $25.00 fee prior to 3:00pm, a $50.00 fee prior to 5:00pm and a full nights charge for check outs later than 5:00pm.
*Some special events require a late check out. There are no additional fees for this extension. Please discuss your circumstances with a staff member ahead of time.
We look forward to having you and your pet stay with us. To ensure the comfort and safety of our guests, the following Pet Policy applies to your pet’s stay:
Fees: There is a pet fee of $10/per pet, per night on campsites and $20/per pet, per night in cabins.
Acceptable Pets: We welcome all well-mannered dogs. No other types of pets are allowed. Service animals accompanying people with disabilities are always welcome at Mulberry Gap. Service animals need to be declared at the front desk, but are not required to pay the pet fee. (Note: “Service” dogs do not require written documentation at check in & are not restricted from any areas in the hotel, “ESA” (or Emotional Support Animals) must have written documentation from a medical professional in order for the fee to be waived & “Therapy” Animals must pay the fee. Neither ESA or Therapy animals are allowed in certain public spaces – i.e. F&B outlets and do not have the same legal rights under the ADA act).
Two well-mannered pets per room are permitted.
Dogs weighing 50 pounds and over may be allowed at our discretion and you must obtain approval at the time you make your reservation.
Pets may not be left unattended at campsites or allowed to roam free onsite without your supervision.
We reserve the right to require immediate removal of any pet that displays dangerous and unacceptable behavior, including but not limited to biting, excessive noise (such as barking), evidence of disease, or urination/defecation in public areas.
Declaration at Check-in. When registering at the front desk, your pet must be declared and you must sign a copy of this policy as acknowledgement and agreement to all terms and conditions contained in this policy. Service animals need to be registered at the front desk, however, are not required to pay the pet fee.
Pet Sitting – A minimum of 24 hour advance notice is required if the pet sitting service is needed. There is a $25 sitting fee per hour for the first pet and an additional $5 fee per hour for each additional pet. On holidays and beyond eight hours, there is an additional $5/hour fee. Please contact our Registration Office to reserve a sitter for your pet. Pet sitting is based on availability and not guaranteed, so please book in advance. Proof of all vaccinations must be provided to the Registration Office upon reserving pet sitting.
Noise must be kept to a minimum. Barking dogs can disturb other guests. If your pet is left unattended and making noise, the Manager on Duty will remove your pet from the room or campsite and you will be subject to current pet sitting fees.
Pet Control/Containment in Public Areas. Pets must be leashed, caged or firmly held when they are outside the guestrooms, including during their walks on outdoor grounds. Please clean up after your pet and dispose of pet waste in the receptacle provided. [Pets are not allowed on furniture in guestrooms or common areas].
Injuries to Others/Damage to Guest Rooms and Common Areas. You will be solely responsible for any and all injury your pet inflicts on other guests, pets, or our staff, and any damages your pet causes to the guestrooms or common areas. Your account will be charged for any repair or replacement cost for any property damage caused by your pet. You agree to release, defend and indemnify Mulberry Gap Ventures, LLC dba Mulberry Gap Mountain Bike Get-A-Way from any and all claims and/or damages related to your pet or pet’s stay at the facility, included any claims by third-parties.
In addition to the above policies we also make the following suggestions:
1. Have your pet vaccinated, washed and apply flea medication prior to your arrival.
2. Ensure that your pet wears a name tag and a current rabies vaccination tag.
Yes, Mulberry Gap does have a Day Use Fee. Please see the main ****ENTER PAGE**** page for pricing and details.