Frequently Asked Questions
We pride ourselves in dedicated service and we love hearing from you; our valued guests. Because some questions are so commonly asked, we’ve gathered some of the most frequently asked questions into one easy-to-read Q&A page
If you do not see an answer to your query here or need further details, please feel free to ask us from the Contact Us page
Booking a Cabin
We offer a variety of standard discounts as well as seasonal and limited-time specials. Visit our Specials & Discounts page for the latest deals on cabin rentals. Specials, promotions, or discounts must be requested at the time of booking and will not be applied after the reservation is confirmed or paid in full.
We only accept reservations from adults age 21 and older. The reservation must be made in the name of a guest who will occupy the cabin rental and be responsible for the rental group and any visitors for the entire stay. Guests will be asked for a valid photo ID/driver’s license number and proof of age at the time of check-in. Luxury Homes have a minimum age requirement are 25.
To view the Cancellation Policy and Refund Policy, please click HERE
Shortly after you make your reservation, you will receive a confirmation email with a link to sign the Guest Rental Agreement online
To view the Refund Policy and all other Cabin Rentals of Helen policies, please click HERE
We highly recommend you purchase travel insurance if you feel that there is a chance your travel plans could be interrupted for any reason. Upon Guest(s) request/while booking a reservation, a GENERALI TRAVEL INSURANCE policy may be purchased from CROH. This policy may cover any monies lost based on coverage provided. View the Travel Insurance Quick Reference Guide
Each reservation is charged a non-refundable fee of $25, $55, or $75. This depends on the size of property and how many guest it can occupy. Accidental Damage Protection protects you up to $250, $550, or $700 for Unintentional/Accidental Damage while occupying your rental accommodation and is non-refundable. This is only applicable if the damages are reported at the time of the incident. This Property Protection Fee covers unintentional damages to the rental unit interior that occur during your stay, provided they are disclosed to management prior to check-out. The plan will pay a maximum benefit of $250, $550, or $700. Any damages that exceed $250, $550, or $700 will be charged to the credit card on file. Certain terms and conditions apply. The Property Protection Fee does not include or cover any damages to linens. All linens that are damaged are subject to be charged to the guest. Please see section 29 of the Terms and Conditions for a pricing list of Linen Replacement.
Guests can review the agreement on our website under the tab ‘About Us’ then click on Terms & Conditions’
You must have your reservation paid in full 15 days prior to check-in. Payments made should be made by calling 706-878-3535. We accept only Visa, MasterCard and Discover. The office will call guest with balance within fifteen (15) days of arrival to charge the credit card that was used to secure reservation. If you need to change these arrangements or pay with different card information, please call our office before the 15-day time period.
Yes! We have both available for use. Please contact our office directly to reserve these specialty amenities. They are available on a first come, first serve basis for reservation nights. Each is subject to a small additional rental fee that our reservationist is happy to discuss with you.
Before your Trip
Our vacation rentals include linens and towels, plus a start-up supply of toilet paper, paper towels, trash bags, and bath soap. The housekeeping team will provide the proper amount of linens and start-up products for the number of guests in your group. Start-up supplies are not replenished during your stay. If you are staying more than 3 days or have a large group, we suggest bringing (or purchasing at a nearby store) hand soap, toilet paper, paper towels, trash bags, dish washing detergent, laundry detergent, coffee and coffee filters, condiments, and family entertainment.
We do suggest if you are driving a sports car or other low sitting vehicle that you contact the office first before driving to your cabin rental. Please check with the office regarding cabins that could require 4 x 4. If you are riding a motorcycle, please call the office first. Some cabins will be more difficult for a motorcycle to access. If you plan on towing a trailer, please call first so that we can advise if the cabin you will be staying at is accessible for a trailer. If you have booked a property in the Innsbruck Golf Resort, No Hitched trailers of any kind are allowed! You cannot enter through the guard gate with a trailer, even to unload. No boat trailers, boats, travel trailers, inoperative automobiles, campers. Please click here to view the Innsbruck Rental Agreement if you are occupying a property located with the Innsbruck Golfing Community.
You will be provided with directions to your cabin five (5) days prior to your arrival. You will recieve these directions in the same email inbox that you recieved your conformation email.
Click HERE to view our Inclement Weather Policy
Checking In
Check-in is 4 p.m. and check-out is 11 a.m. Check in will take place at your cabin. You will receive your check in information 5 days prior to your arrival date. We know your vacation is important, and every effort will be made to ensure your cabin rental is ready at check-in. Check-in time is not guaranteed, and no concessions, rate reductions, or refunds will be issued for postponed check-ins due to circumstances outside of our control. Check-out is strictly enforced. All check-out instructions must be completed prior to departure, or additional cleaning fees may apply. Hourly hold-overs will be charged $25 per hour until 3 p.m. After 3p.m., the full nightly rate will apply.
Early check-in and late check-out may be requested in advance based on availability and requires an additional fee. Guests must contact the CROH team as soon as possible to inquire about early check-in/late check-out, extending a reservation, or if check-out has been delayed for any reason. The current nightly rate will be added to the reservation for each additional night.
You will be emailed a keyless entry code or lock box code 5 days prior to your arrival date, along with driving directions. The reservation must be paid in full along with a signed Guest Rental Agreement to receive driving directions and a code. If your cabin requires a key, you will find one set of keys in the lock box. Please keep the keys in a safe place as you will be responsible for any lost or stolen keys. If keys are not returned to the lock box for any reason, the guest will be responsible for the cost of replacing keys or re-keying the property. CROH uses a professional locksmith to re-key all exterior doors, and costs vary.
Office Hours: Monday thru Friday 9 am to 6 pm EST. Saturdays and Sundays 10 am to 6 pm EST Office Location: 4665 Helen Hwy Sautee Nacoochee, GA 30571. If you have a concern or issue at your property, you will be provided an emergency contact number that you may call after business hours. Emergency calls are taken until 11 pm EST.
About our Cabins
Our properties are privately owned by individual homeowners, and CROH manages the homes on their behalf. Visit our Property Management page or contact our team if you’d like to explore the benefits of vacation rental management for your North Georgia Mountain home.
Our vacation homes are located about 10–30 minutes from the CROH office and are spread throughout White, Habersham, and Rabun counties. Most homes are located on gravel roads in the mountains. When searching for a cabin rental, you can sort by popular areas or specific locations.
Some of our homes are situated nearby or in the general vicinity of other homes. We also have several groups of cabins that are within walking distance from each other. Please contact our reservations team for additional details.
For homes with wood-burning fireplaces, always check that the flue is open, and start with a small fire to build up to the desired size. Never overload wood-burning fireplaces or firepits. We recommend bringing a small Duraflame log or other fire-starting log. Gas accelerants are not permitted. Firewood is not provided for fire pits or outdoor fireplaces and can be purchased at local gas stations or grocery stores. Cutting wood, trees, or plants surrounding your cabin rental is not permitted. Always monitor a burning fire, never leave the fire unattended, always extinguish fires completely when you are finished.
Property Rules
You can view our Safety Rules and Policies document HERE
We only accept reservations from adults age 21 and older. The reservation must be made in the name of a guest who will occupy the cabin rental and be responsible for the rental group and any visitors for the entire stay. Guests will be asked for a valid photo ID/driver’s license number and proof of age at the time of check-in. Luxury Homes are 25 and older.
Guests can review the agreement on our website under the tab ‘About Us’ then click on Terms & Conditions
Maximum occupancy is indicated on each individual cabin listing and included in your reservation confirmation. If the number of guests exceeds maximum occupancy, additional fees will apply. You will be asked to register occupants by listing the first and last names of each adult and child when signing the Guest Rental Agreement. Please contact the CROH team to add or remove registered guests. A fee of $50 per guest per night will be charged if additional guests occupy your cabin without confirmed registration. Visitors are permitted in the cabin until 10 p.m. and may not stay overnight unless registered. Parties and special events are prohibited without prior written authorization from CROH. If you host a party or special event without authorization, you will be charged a fee AND immediately evicted.
Unfortunately, we’re not offering pet-friendly rentals at this time due to the additional cleaning workload that is necessary to protect our guests from COVID-19. Thank you for understanding.
Quiet time is 10 p.m. to 8 a.m. Sound can travel a long way in the North Georgia mountains and may disturb unseen neighbors. During quiet time, please be courteous and keep noise to a minimum inside your cabin and in outside areas such as outdoor fireplaces, firepits, hot tubs, and docks. You will be allowed one warning before being reported to local authorities. The noise ordinance policy is strictly enforced, especially if you are occupying a property inside of the Innsbruck Golfing Community. View the full Noise Ordinance Policy HERE
To ensure the comfort of our guests, smoking is not permitted inside any property. Smoking is only permitted outside. Cigarette butts should be extinguished and disposed of in ashtrays and/or designated areas. Our policy is strictly enforced, and there will be additional cleaning charges applied if evidence of smoking inside the home is found. A minimum fee of $500 will be charged for smoking inside a cabin.
Firearms, fireworks, and ATVs are strictly prohibited and are not permitted at any rental property. If evidence is found that guests have used these items on the property, the guest will be fined a minimum of $500 per instance depending on the circumstances. Guests will also be responsible for any damages resulting from the use of prohibited items. ATVs should not be parked or stored at the rental property.
During your Stay
You can view a copy of our departure instructions HERE
If you or one of your guests accidentally leave something behind at your cabin rental, please contact us as soon as possible. If we find the item, we will make every effort to contact you and arrange to return it. You can also fill out the Lost and Found form on our website You will be charged a flat fee of $10.00 plus the cost of shipping. The fee to ship lost items can be charged to your credit card on file or another credit card. Please fill out the Lost and Found Form by clicking on the “About Us” tab at the top of our web page and choosing “Lost and Found” in the drop down menu. Once this form is completed, one of our reservationist will reach out to you as soon as possible.
You will be given a 24/7 after-hours assistance number to call should you encounter an issue or have a non-life-threatening emergency during your stay. This number will be provided in your confirmation email when you book the property. Guests should report any inoperative equipment or anything needing repair to the CROH team as soon as possible. If the office is closed, guests may call the after-hours number for assistance. Non-emergency maintenance requests will be addressed during business hours. If you leave the property, please leave the key in the lock box for our team to gain access to the property. We cannot guarantee against mechanical systems failure during your stay, and every reasonable effort will be made to complete repairs quickly and efficiently. A member of our team or third-party staff may enter the cabin rental at any reasonable time to assess the situation or make repairs. If our team is unable to fix the issue, you may be moved to another rental property if deemed necessary, subject to availability. No refunds or rate adjustments will be issued.
A member of our team or third-party staff may enter your cabin rental at any reasonable time to assess guest maintenance issues or make repairs. A team member may also enter the property if required to conduct an inspection.
No, any damages to the property made during your stay must be reported to qualify for coverage. If any damage is discovered by our property care team after check-out, the DPW can be denied.
Area Information
There are several groceries stores nearby. There is also a Walmart in Cleveland, Ga and a Walmart in Corneila, Ga. Both are about 15-20 minutes away. Click the link below to view all nearby stores in the area. View our Local Area Guide
You can purchase package beer, wine, and liquor in Helen, Ga and most of the surrounding towns. Several restaurants in Helen serve beer, wine, and liquor. Liquor and spirits can be purchased in Helen, Ga, Clarkesville, Ga and Cornelia, Ga.
There are a multitude of activities you can enjoy in the North Georgia Mountains. Check out our Local Area Guide for popular activities, attractions, and things to do in the North Georgia mountains. Visit the Helen Welcome Center Website for the latest festivals, events, and even more things to do. Our knowledgeable guest services team is also available to offer attraction and entertainment recommendations.