Policies

Rooms are booked and paid in full at the time of reservation. Card payments are processed by Stripe; we never see or store your card number. Your booking is confirmed when payment goes through, and you'll get a confirmation by email and text.

When you pay by card, the card is kept on file for your stay. See “Card on file” below.

Prices are in US dollars, per room, per night. Your receipt lists each room and each tax on its own line.

Keeping a card on file is a condition of booking with us. When you pay by card, our payment processor Stripe keeps your card so that we can charge it for costs connected with your stay. We never see or store your card number. We keep only the card type, its last four digits, and its expiry date.

We may charge the card on file for, for example (but not limited to):

• an extra night or a late check-out, at the price we tell you;
• any unpaid balance for your stay;
• deep cleaning, when a room needs more than a normal clean;
• loss of or damage to the room or its contents beyond normal wear, at the actual cost of repair or replacement.

We always write to you first, by text or email, with the reason and the amount, and we send a receipt after any charge. For deep cleaning, loss, or damage we send you the details, with photos and the cost, within 10 business days of check-out. You then have time to answer, and you may pay another way if you prefer. We do not charge the card for these until at least 20 business days after sending you the details.

If you paid for someone else's stay, the card on file is yours and anything above is sent to you, not to the guest.

Cancel free of charge up to 48 hours before 3:00 PM on your arrival date and we refund the full amount.

Inside 48 hours, or if you don't arrive, the first night is charged and any remaining nights are refunded.

To cancel or change dates, call, text, or email us with your confirmation code. If we ever have to cancel on you, you get a full refund.

Refunds go back to the card you paid with and usually appear within 5–10 business days, depending on your bank.

If something about your stay or your bill isn't right, contact us first. We answer within one business day and would much rather fix it directly than through your bank.

Lodging taxes are added at checkout and shown separately on your receipt:

• North Carolina sales tax — 7%
• Madison County occupancy tax — 5%

Together that is 12% on the room rate.

One promo code per booking, entered at checkout. Codes apply to the room rate before tax, can't be combined with other offers or applied to a booking already made, depend on availability, and may be withdrawn at any time.

Check-in is after 3:00 PM; check-out is before 11:00 AM. Check-in is self-service: your room number and personal door code are texted an hour before check-in, and the code expires on its own when you leave.

No smoking. Quiet hours 10pm–8am. Pets welcome: 1 in the Trailhead Queen rooms, 2 elsewhere. No parties.

We collect your name, email, phone number, and stay details to make your booking, send your confirmation and door code, and reach you about your stay. Payment details are handled by Stripe.

We don't sell your information or share it for advertising. Reply STOP to any text to stop stay messages, or ask us to delete your details at any time.