Guest FAQ
Answers to the questions our guests ask most often. Don’t see yours? Call or text us at 865-366-4004.
What time are check-in and check-out?
Check-in is at 4pm and check-out is at 10am. During busy seasons a cabin may occasionally not be ready right at 4pm because of back-to-back reservations.
When will I get my check-in details?
Your check-in details are emailed 7 days before arrival, once your rental agreement has been completed and your balance is paid.
Do I need to stop by the Bear Tootin office when I arrive?
No, there is no check-in office. Go straight to the cabin at 4pm.
Should I call your office before I enter the cabin?
If it’s after 4pm, you do not have to call. Go right on into the cabin.
Do I need to let someone know if I am going to arrive after my check-in time?
No, since there isn’t a check-in office.
Can I check in early?
We can never guarantee an early check-in, but if you do arrive early, give us a call and we can let you know the status of your cabin.
Can I check out late?
Check-out is at 10am unless we have approved other arrangements ahead of time, so please ask us before your stay ends. Staying past check-out without approval may result in additional charges.
Can someone send me directions before I leave?
Most of the time GPS will take you straight to the cabin, but we also email turn-by-turn directions with your check-in details.
Do I need to bring my own towels and bed linens?
No, sheets and towels are provided. Based on the beds in your cabin, this is how many towels will be provided:
- King or queen bed: 3 bath towels
- Full bed: 2 bath towels
- Sofa sleeper: 2 bath towels
- Full bunks: 2 bath towels for each bed
- Twin bunks: 1 bath towel for each bed
- Each guest: 1 washcloth
- Each bathroom: 2 hand towels
If my cabin has WiFi, do I need a password?
Yes. The password is in your check-in details and posted on the refrigerator.
What do I need to bring?
Your belongings, food, and supplies (toilet paper, paper towels, trash bags, etc.). We provide a starter set that will last a few days.
Do I need to bring my own pots and pans?
No, every cabin has a set.
Should I bring charcoal or gas for the grill?
Gas grills will have a propane tank (if you run out, let us know and we will bring you a new one). For charcoal grills, you will need to bring or pick up charcoal, lighter fluid and a lighter. These can be purchased at any grocery store or gas station. Please don’t burn wood in the grill.
Can we have a campfire?
Wood fires are allowed only in a fire pit or fire area provided by the cabin. Please don’t build a fire anywhere else, including on the ground or in a grill. If your cabin has a gas fire pit, wood fires are not allowed; use the gas fire pit as shown in the posted instructions. Always make sure a fire is completely out before you leave it. Fireworks are not permitted.
Will my cabin have a phone in case I don’t have cell service?
Yes, most of the cabins with spotty cell service have a landline phone.
What happens if I have a problem during my stay?
Call or text us at 865-366-4004. If something isn’t clean when you arrive, please let us know within 12 hours of check-in so we can take care of it.
What if I would like to extend my stay while I’m there?
Just give us a call, text, or email and we will be happy to extend your stay if the dates are available.
Is there a daily maid or housekeeping service?
No. We wish we could provide this service like a hotel, but most of our cabins have a washer and dryer.
Do we need to clean before we leave?
No, you are on vacation and we want you to enjoy it to the last minute! Just follow our simple check-out procedures and make sure the door is locked behind you.
Can I clean the cabin myself and avoid cleaning fees?
No. The cleaning fee covers more than just cleaning: trash pickup, hot tub chemicals, supplies (toilet paper, paper towels, trash bags, etc.), laundry, and the time it takes to clean the cabin.
What do I do with my trash when I leave?
Bag it and put it in the outside trash can. Most of our cabins have a steel bear-proof cage, so please make sure it’s closed.
How should we handle wildlife around the cabin?
Please keep doors closed, don’t leave food out on the decks, and make sure your trash is secure in the outside containers. Please don’t try to feed or handle any wildlife.
Do you treat the cabins for bugs?
Yes, our cabins are treated for pest control. We’re in the mountains, though, so you may still see a spider, stink bug or other insect at the cabin or on the porch.
What happens if I leave something behind?
Don’t worry! We will email you a UPS return slip. Fill it out, send it back to us, and we will happily ship your item back to you.
What if I accidentally take something from the cabin home with me?
Please let us know. You can ship it back to us, or we can get it replaced.
Do the cabins accept pets?
Yes, in our pet-friendly cabins only. Pet fees and rules vary by cabin and are shown on each listing. Please don’t bring pets to a cabin that isn’t pet friendly; doing so means removal from the property without a refund.
Can I smoke outside the cabins?
Yes, outside only. All of our cabins are non-smoking inside, and a $300 odor remediation fee applies if there is evidence of smoking indoors.
Can I bring my motorcycle to the cabin?
Some cabins are not motorcycle friendly because the road is too steep, it’s gravel, or the driveway is not flat. If a cabin is suitable for motorcycles, it will say “Motorcycle Friendly” in the Amenities tab.
Do you decorate for the holidays?
Most of our cabins have a Christmas tree for the holidays. If your cabin will have a tree, it will say “Will have a Christmas Tree.” Cabins with more decor than just a tree will say “Cabin is decorated for Christmas” in the Amenities tab.
What age do I have to be to rent a cabin?
- One-bedroom cabins: 18
- Two- and three-bedroom cabins: 21
- Four bedrooms or more: 25
Some owners set a higher minimum age for their cabin.
Can I get the address of the cabin before I book?
Yes, just let us know you would like it.
How can I book a cabin?
Book online or call us at 865-366-4004.
What credit cards do you accept?
Visa, Mastercard, American Express and Discover.
Do you offer military, AAA or AARP discounts?
A few of our cabins offer a military discount. Most of our cabins are flat rate and don’t offer other discounts, because they are already at a discounted nightly rate.
Do I have to pay a deposit when I book?
Yes, a payment is needed to hold your dates. The balance is due 30 days before arrival. If you book within 30 days of arrival, the full amount is due at booking.
Can I make payments on my reservation?
Yes, you can make a payment in the guest portal, or call us and we can take it over the phone.
What if I need to cancel my reservation?
Cancellation policies vary by cabin. The policy that applies to your stay is shown on the cabin’s listing when you book and in your rental agreement.
What happens if we accidentally break something?
Please let us know. Damage coverage varies by cabin: some include our Vacay Protection program, some use a refundable damage deposit, and some use the booking platform’s damage protection. The cabin’s listing shows which applies. Damage or excessive mess beyond what your coverage includes may result in additional charges.
Are any fees refundable?
It depends on the cabin. Protection, cancellation and damage fees may be non-refundable, as shown on the cabin’s listing at the time of booking.
Do I need a parking tag for the national park?
Yes, you need a parking tag to park in Great Smoky Mountains National Park for more than 15 minutes. See Park it Forward for the options.
What time zone are you in?
Eastern.
Curious about the black bears you might see? Read our Bear Facts.
See our full Rental Policy for more details.