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Cabin and vacation home rentals in Hocking Hills region of SE Ohio.
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A BBB Accredited Business since
BBB has determined that Lazy Lane Cabins, Ltd. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Lazy Lane Cabins, Ltd. include:
- Length of time business has been operating
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Ronald Stephenson, Owner Ms. Debra Stephenson, Office Manager
Cabin, Cottage & Chalet - Rentals Vacation Rentals
Method(s) of PaymentVisa, MasterCard, Discover
Industry TipsVacation & Travel - BBB Tips
16757 State Route 664 S
Logan, OH 43138 Directions
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Additional Phone Numbers
- (877) 225-6572(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: We stayed in hidden cave cabin for our honeymoon we arrived April 21st we were out an about most the day. We noticed the cabin had lots of spider an spider webs even though we were told it had been exterminated a couple days before. I could handle that but that night we heard scratching in the wall we thought it was maybe a mouse. I had gotten no sleep because all I heard that night was scratching the wall. Next day while we were out we bought a couple traps we came back laid them out an sat to watch a movie we were on the couch an as I had laid my head back I looked up an in the exposed rafters in the ceiling there were at least 15 RATS. This cabin had stairs that lead up to a loft were the bedroom an bathroom was so the ceiling were very high! I know these were rats because we could see them plain as day an we were downstairs!! Disgusting!! We sat quietly to see if any would come down so we could take pictures on my phone a couple did but as we got up to take pictures they were spooked an took off into the walls! Their policy says you may occasionally get a mouse or spider in your cabin. Not you may get a bunch of rats in your cabin. Also they state their cabins are cleaned upon arrival but we found lots of rat poop on the floors. We had to pack up our things around midnight an sleep in our truck. We had called the office a couple times to get ahold of the manager they ended up giving us her email which she was very rude an pretty much said tough luck. We had asked for our money back or to stay in CEAN cabin. We even sent her pictures of all the rat poop on the floors an the hole chewed through the walls.you can tell its rat poop an not mouse poop because of how huge it is! She continued to be rude an blocked us from emailing her anymore. I'm very disappointed what was suppose to be a special time for us ended up being nasty an horrible.
Desired Settlement: A stay in a different cabin or money back.
Business Response: While we do have the occasional mice and even chipmunks and squirrels scratching in the walls of the cabins, we have NEVER had a rat, let alone 15 rats. The issue was not reported to Lazy Lane Cabins office until the morning of check-out. So, at their departure we sent our maintenance crew to the cabin with 10 mouse traps and in 2 days we never caught one single mouse. We had no prior complaints to the Hicks' stay, nor any complaints since their stay. Yes, the cabin was exterminated just the day before their arrival, so spiders, etc were on the run. The cabin was cleaned and prepared for their arrival and I apologize if they found some mouse droppings which most likely occurred during their stay. The cabin is located on 25 acres surrounded by woods so mice can be an issue. I have emailed the guests a discount certificate for a future stay, but we do find this claim invalid.
Read Complaint Details
Complaint: 1- Cabin advertised as being on 70 acres, w/ pictures making it look as though the cabin is secluded. In reality, there is another cabin VERY close to this one & it was rented out to a family with a bunch of screaming kids. (The only way to guess this is to look through ALL 40 some-odd cabins on the site & notice that both "Damon's Den" and "Tiffany's Treasure" say that they are on 70 acres.) 2- The site claims that there are private trails, but nowhere in the cabin does it say where the trailheads are. 3- It's supposed to be "pet friendly", but there were fairly rude notices saying that if they found any evidence of our dog being on the furniture (which was already ripped and stained), we would be automatically charged extra money from our pet deposit. 4- There were also rude notices about us being charged extra money if we left garbage, smoking evidence, or pet excrement anywhere on the cabin's immediate property.... except that there was garbage EVERYWHERE when we arrived & our dog got sick within 30 minutes of arrival. She vomited up a lysol wipe or dryer sheet that she found inside. Besides cigarette butts being all over the grounds, there was also a pre-existing dog poop, miscellaneous plastic wrappers, and at least one beverage can. 5- The toilet flushed inconsistently (it needed plunging after nearly EVERY flush... even if the only thing being flushed was a tiny bit of TP) 6- They had a VCR instead of the advertised DVD player. 7- The linens on the bed in the main bedroom were horribly stained. The pullout couch in the "living room" didn't even HAVE linens to it. The mattress was covered in plastic & we would couldn't find any sheets/blankets for it. 8- The grill didn't work. It's unclear whether it was simply out of propane, or if it was actually broken... the owner didn't show up with a fresh propane tank until the next day after we left. 9- There weren't any instructions for the hot tub & even though I asked the owner to verify that it worked when she finally delivered a DVD player (without the accompanying cords or remote, however), she turned it on.... except that it only ran for 5 min increments, and when we complained to the office in the morning, they blamed me for inadvertently hitting a button to put the spa into "economy mode." We couldn't have fixed this seemingly simple issue, though, because there wasn't an instruction manual or simple notice saying that this could happen! 10- When we went up to the owner's house to complain about the garbage, the broken toilet/bbq, and the fact that the other cabin was loud & practically right on top of us, she eventually showed up & told us that there wasn't anything that they could do to "accommodate" us. She refused to refund our money & blamed all of the false advertising on her management company (Lazy Lanes, Ltd.). We were forced to spend the night at the cabin because it was a 3 hour drive home & there wasn't a phone/internet coverage with which to locate a pet friendly hotel. We returned the keys to the office as soon as it opened the next morning, and THEY both blamed us for "misinterpreting their website" and also the owner for the dirty/broken cabin. They refuse to return any money, because they don't feel that anything is their fault. They actually told me that if I had any issues, it's my responsibility to ask the owner (they own a house just up the drive. This is fine, as it absolutely WAS advertised). There isn't a phone in the cabin, however.... so the management office expects me to schlep up to the owner's house for every single issue. Even in the middle of the night. All of these factors combined made the experience SO stressful that we felt that we couldn't stay for the entire reservation without incurring damages that we weren't responsible & without the comforts that we expected when we made the reservation. What we expected was a secluded cabin near ONE house (website advertises a pool, which might have been fine. We didn't have the chance to try it out). It was supposed to be a relaxing escape from our screaming trashy neighbors.... and what we received was grounds covered in garbage,dirty/missing linens, screaming neighbors, broken amenities, and notices everywhere indicating that we'd be charged for damages that we didn't commit.
Desired Settlement: I am willing to forfeit the night that we were forced to stay, because we weren't able to make the 3-hour trip home & had no means of finding a pet-friendly hotel to stay at for the 1st night.... but I would like to have the next 2 nights AND my pet deposit returned to my credit card.
Better Business Bureau
RE: ID# ********
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Please see attached document. I am providing my refutation point by point.BBB NOTE: Per BBB policy and for the convenience of the parties we have copied the text of the attached response below:
Better Business Bureau
RE: ID# ********
APPENDIX: TRASH & CIGARETTE BUTTS
THE ONLY REASON I CARE ABOUT CIGARETTE BUTTS AND WHAT-NOT BEING STREWN ABOUT IS THAT IT’S UNSAFE FOR THE DOG & THE NOTICES IN THE CABIN MAKE IT SEEM AS THOUGH WE COULD BE HELD LIABLE FOR THE MESS OUTSIDE OR SMOKING EVIDENCE INSIDE, SHOULD ONE OF US TRACK BUTTS INTO THE CABIN.
THIS WAS FOUND & EATEN BY DOG WITHIN 30 SECONDS OF ENTERING CABIN. OBVIOUSLY, WE HADN’T SEEN THE “DOG DON’T” NOTICE YET.
THIS IS GARBAGE.
We provided a very nice and popular cabin that has been in the rental market for over 12 years and the owner did everything possible to try to make their stay comfortable.
Consumer Response: I am rejecting this response because:
10% off a future stay at a terrible cabin is an insult. There is ZERO chance I will ever stay at any of your cabins ever again. Rest assured that I'll tell every travel website that I can find about your abhorrent customer service.
Problems with Product/Service
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Complaint: We booked two nights at Lazy Lane Cabins in Logan, OH on October 17 and understood that the full payment was due and the card was charged in 24 hours. We understood that the cancellation policy was 14 days or more prior to arrival. We arrived in Oct 28 for a two night stay to find our cabin invested with lady bugs. It was hundreds. We asked for a new cabin and we were told none were available. We took some bug spray the only thing they offered and headed back to the cabin. We spent an hour sucking up the lady bugs with the vacuum cleaner. We were exhausted and hope to rest not work. Finally, we sat down to enjoy our dinner when a mouse ran across the floor. That was it for us. We could not stay and think that bugs and mice would be running around while we slept. We checked out the same night we checked in. When checking out, they offered no refund or credit and said, "Have a nice trip home." We did go home and then later in the week stayed at a wonderful place in Mohican State Park. Night and day in the customer service and accommodations.
Desired Settlement: We are requesting a refund for the two nights stay.
Business Response: Unfortunately it is ladybug season in Hocking Hills and we cannot control the over-population of the Asian beetle in our region. They are found in all our private homes and cabins throughout the region this time of year. When the guests came back to the office, we offered to send housekeeping but explained that the lady bugs would most likely return. Mr. ****** threw a temper tantrum in our office and slammed the door and then Mrs. ****** said she could vacuum them up. They then returned to the office later when they saw a mouse. They wanted to move to another cabin, but we explained that we couldn't guarantee that they wouldn't be there also. It is explained on our rental policies page and What to Expect page on our web site www.lazylanecabins.com that there will be insects, mice, spiders ,etc and no refunds if they are found in a cabin. Our guests must check a box and sign in at check-in that they have read and understand our policies. We do our best to control, however, our cabins are located in the woods and fields so it is literally impossible to not find insects, mice, spiders, etc. in the cabins. The guests then chose to leave.
Problems with Product/Service
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Complaint: On July 10, 2013 a storm hit Logan before our check in to Lazy Lane Cabins. Upon our arrival the worker ***** in a stressed manner informed us that "power was out at all the cabins, the cabins have all been calling in & there is nothing I can do". As my wife & I began to talk about what we wanted to do, ***** informed us that "there are no refunds according to our policy due to power outage." I responded "then I guess I have no choice about this?" *****, then shrugged & repeated there is nothing she can do & that "the power company knows this is a tourist area & we are a priority to get the power back on, it usually is off a very short time." Based on the circumstance that we had no other options, we checked in.From the time we arrived at the Cabin until 9:15 the next morning we were without power & due to this power outage the services & amenities we contracted for were unavailable. While the policy states no refunds due to power outage, it is reasonable to infer this refers to outages during your stay. The power was out before our stay & until 1 hour and 45 minutes before our stay ended. We should have been afforded the opportunity to cancel our stay & receive a refund. The next morning at 10:15am a maintenance man showed up at our cabin, asked if we had power & proceeded to start cleaning out our hot tub. This eliminated any possibility of use of the amenity for the last portion of our stay. This clearly breached our contract agreement, we had paid for use of time at the cabin until 11:00. To resolve these issues I visited the office at 10:50 on July 11, 2013. At which time the worker told me there was no recourse due to policy & no one to talk to. At which time by chance the owner of Lazy Lane Cabins Mngmt walked in & began to talk with me. He refused my offer for a rescheduled stay "that would cost me too much money" & justified not providing a flash light when I called at 10:15pm because "it was late and you are a big boy that can handle the dark"
Desired Settlement: After what turned into a heated exchange due to the rudeness of the owner, he rudely offered "I'm not giving you more than a 10% discount, I'm not losing money because you want a free stay"Thus, I desire a rescheduled visit on a date of my choice or a full refund of the rental fee included applicable taxes
Business Response: We are sorry for the inconvenience caused by the power outage on 7-10-13. When Mr. **** checked in, yes we did inform him of the power outage in the area, but we were unsure if his cabin was without power as our cabins are spread out throughout a wide region of the Hocking Hills area. He checked in at 5:35PM and the power had just gone out at 4:50PM. We do our best to prepare our guests for their arrival in the hills and for "cabin life" and our web site does suggest items to bring to be prepared such as flashlights, lanterns, etc. and Mr. **** checked in during daylight hours and passed several general stores in the area that sell camping supplies, etc. We do try to keep flashlights in our cabins, however, a not so honest guest must have removed it from his cabin and we were unaware of this until he called our emergency phone that rings into our home at 10:30PM. We do not have 24 hour per day service and I told him no one was available to bring him a flashlight at this hour. Since this outage is no fault of Lazy Lane Cabins, Ltd., per our policies we cannot offer a refund, however, my husband, *** the owner of Lazy Lane Cabins, Ltd., did offer him a 10% discount on a return stay the next day when he stopped at our office at checkout.
Subject: ID 9626260
Problems with Product/Service
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Complaint: Stayed at Shady Hollow2 cabin starting May 19 stayed for 5 nites.I beleive the cabin must have just been open for a quick clean.cubbards under sink had webs.in the one bedroom had to have either ticks or bed bugs because the day before we left I found about 3 bugs in my hair and not only that I made the bed one morning and set my pillow on the floor and went to pick it up and one of them were on it.I do not really beleive they had that cabin sprayed yet. my friend stayed in the other room and had nothing. The air cond, was just thrown in not seald,had to stuff tissue around it . picnic table and fire ring were very dirty,Hot Tub was afraid to get in ,smelt like mildew alot.Was affaid to shut shower down ,was affaid it would break.Did not leave enough towels had to stop at office to get more and was told they did not have enough wash cloths.The cabin could be nice other then these things.I called the office today and felt the lady I talked to was rude,ask me why I waited till now to say something and that I should of called them while we were there and as far as I am concerned it should of been done before we got there,it was not like it was a spir of the momment stay.I have read other complaints and I know I will Probbly the same response like we are not responcible for bugs. The way I look at it ,if the place is sprayed professionly you would not have bugs inside.
Desired Settlement: maybe some free nights in other cabins.
Per BBB policy and for the convenience of the parties we have copied the attached response below:
I am rejecting this response because I feel people don't go on vacation to oversee other peoples mainance.