2/10 Terrible
Jeff G.
13 Sept 2025
Disliked: Check-in, communication, location, listing accuracy
Our Experience with Cliff Haven by Red Awning (aka Firefly Lookout, managed by Bear Tootin or Light’n Bug)We arrived in Townsend at dusk and couldn’t locate our rental. GPS led us to a property that looked abandoned and didn’t match the listing photos. VRBO asked us to take pictures and check for a hot tub—despite the place seeming unsafe. Uncomfortable, we checked into a hotel.The next morning, we spotted a small sign reading “Firefly Lookout – Managed by Bear Tootin” up a gravel road. That cabin matched the photos, the door code worked. It was a perfect storm: nighttime arrival, GPS errors, and inconsistent naming. I called Bear Tootin, but since I contacted VRBO first, they refused any refund for the first night or hotel costs.We moved in, stocked the fridge, and explored the area. That evening, we found the refrigerator wasn’t cooling. Bear Tootin’s technician confirmed it was a known issue awaiting parts. He quickly offered to relocate us to a cabin in Sevierville. We packed up and moved—though we had intentionally chosen Townsend.The technician was courteous and responsive, a bright spot in an otherwise frustrating experience. To clarify: we didn’t ask for an upgrade—just a working fridge.Final thoughts:1. Two properties shouldn’t share an address.2. We should’ve been informed (refrigerator) and rebooked before arrival.3. Fire extinguisher was missing.4. Trash can wasn’t bear-proof—important in Townsend.We won’t book with Red Awning or Bear Tootin again.
Jeff G.
Stayed 5 nights in Aug 2025