Complaints

This profile includes complaints for Lazy Lane Cabins, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lazy Lane Cabins, Ltd.

  16757 State Route 664 S Logan, OH 43138-8528

  
• 

  Lazy Lane Cabins, Ltd.

  66437 State Route 56 New Plymouth, OH 45654-8953

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 30, 2025, my family and I traveled three hours from ************** to ********************************, where we had a reservation for the ********************************* for August 30September 1, 2025. Upon arrival at 8:30 p.m., we were unable to access the cabin due to the unsafe and poorly maintained driveway.The driveway was covered with loose, unpacked stone that prevented our vehicle (a Dodge Caravan) from gaining traction. After four attempts to ascend, our tires were spinning, creating divots, and the vehicle began sliding dangerously backwards down the lane. This situation was unsafe and frightening, especially with young children in the car.There was no disclosure in the property listing or confirmation materials indicating that four-wheel drive was required to access the cabin. The listing misrepresented accessibility, leaving us with no way to prepare.When I contacted the emergency number, the only suggestion provided was to park along the road and carry groceries, luggage, and children up the steep, unstable, and unlit driveway. This was unreasonable and unsafe, especially since we planned to come and go throughout the weekend. No alternative accommodations were offered. With perishable groceries already purchased, we had no choice but to drive three hours back home the same night, resulting in a total of over six wasted hours of travel and a completely ruined vacation for my family.I immediately contacted the business requesting a full refund of $707. To date, the business has failed to provide a resolution. Their response has been dismissive, claiming maintenance staff use the driveway regularly, insinuating that we were lying about our situation.This situation constitutes:Failure to disclose material conditions of the property.Unsafe property conditions that posed risk of damage to my vehicle and harm to my family.Failure to provide alternative accommodations or reasonable solutions.Refusal to refund payment for services not rendered.

  

  Business Response

  Date: 09/24/2025

  To Whom it May Concern:
  
  We have received the Complaint ID ******** Tarrah Collert sent to BBB on 9/9/2025. 
  
  Our position is that while we sympathize with her situation and are regretful about it, the owners of these cabins have already been paid for her stay and we are not able to reclaim that from them in order to grant her refund request. This situation she experienced is not covered under our refund policy. She is also the only guest or maintenance/housekeeping with front-wheel drive vehicles to have this complaint. New gravel was not laid recently. As this transpired the night of her check in, we suggested her to park at the bottom so she would not have to leave. 
  
  We did offer, however, so she wouldnt feel like she is out all the money she spent and to make a good-faith effort to resolve this with her even though it goes against our cancellation policy is to permit her to rebook any of these three A-frame cabins for a 2-night stay for any time between now and the end of the year as they are available, but that the cancelation policy would no longer be in effect. 
  
  Our cancellation policy posted on our website at ******************************************************** does clearly state:
  
  Cancellations & Refunds
  Service fees are non refundable.
  14 days or more prior to arrival: refund less $50 processing fee
  Less than 14 days, but more than 3 days prior to arrival: 50% refund
  3 days or less prior to arrival: No refund
  No refunds for early departure
  No cancellations or refunds due to inclement weather.
  Any changes made to a reservation after processing will incur a $50 processing fee.
  Change in arrival dates is considered a cancellation and all polices and fees apply.
  No shows are considered cancellations.
  We adhere to a strict cancellation policy due to any reason no exceptions.
  Trip Insurance is always a good idea. It is relatively inexpensive and readily available from numerous providers online at ******************* Purchasing trip insurance covers you from losses you may incur due to unforeseen circumstances,such as unexpected health issues, death, inclement weather or jury duty.
  Lazy Lane Cabins, Ltd. is not responsible for mechanical failures of non-essential or luxury items, including, but not limited to Hot Tubs, Television, DVD players, WiFi, Dishwasher, Washer/Dryer, Fireplaces, Air Conditioning, Jacuzzi or any other appliance that fails to operate properly during your stay. No refunds for mechanical failures out of our control.
  No refunds will be issued for disruptions of any utilities including, but not limited to, power outages, water outages, etc. These failures are beyond our control and no refund or rent reduction will be given.
  Unknown construction or road noise near our properties is beyond our control. If you experience noise during your stay,no refunds or relocation will be made.
  If a guest is disappointed or unsatisfied with a cabin due to differences in taste according to decor, accommodations, location, etc. and declines to stay at the cabin, this will be considered a cancellation and no rent reduction or refund will be issued.
  No refunds given if a guest is required to vacate the premises because of disruptive conduct or failure to follow our rental policies.
  
  
  
  We find that it is a common issue where people rent cabins in our forest, wooded,hills area and somehow do not expect there to be wildlife, insects, reptiles,wifi issues, forest and hills, and they launch complaints about things that are out of our control. These things are therefore written in our Policies and About Us pages on our websites. We believe we have done everything we are responsible to do to have an amicable host/guest experience within our company.
  
  Again,it is our position that due to the fact that this is not a common problem (nor a problem anyone has ever encountered which would then be our obligation to correct), the fact that she was unable to operate her vehicle in such a way to get to the cabin rented in a place with hills (which is in the name of the area as ************* in which she initiated rental) is not the responsibility of ********* Cabins and believe it was her choice she made to decline to stay.  In addition, we did offer --  against our policy -- to try to make it right with her, but a full refund was not a possibility. We are sorrowful that what we could offer was not to her satisfaction.
  
  Thank you for your attention to this matter.
  
  We look forward to hearing back from you.
  
  Sincerely,
  Lazy Lane Cabins, Ltd.
  ***************************
  ********************
  Phone: ************

  Customer Answer

  Date: 09/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23863131
  
  I am rejecting this response because: 
  

  I appreciate Lazy Lane Cabins reply, but their response does not adequately address my complaint.
  

  1. Lack of *******************start="369" data-end="372">The central issue is that the business did not clearly disclose on their website or in reservation materials that certain cabins are not reasonably accessible without a four-wheel drive vehicle. Just because the area is called Hocking Hills does not automatically mean every cabin requires 4WD to access. Many rentals in ************* are accessible by standard vehicles, and as a paying customer, I had no reason to assume otherwise. Businesses have an obligation to clearly communicate such critical access information, especially when it can prevent customers from using the service they paid for.
  

  2. Unsafe & ********************************start="1017" data-end="1020">The solution offered by Lazy Lane at the time was to park at the bottom of the driveway. This was unacceptable for two reasons:
  - Parking would have meant leaving my vehicle along the side of a public road, which is unsafe and impractical.
  - Carrying luggage, groceries, and children up a steep, loose gravel driveway in the dark was not a reasonable or safe option.
  

  3. Failure to **********************************start="1445" data-end="1448">When I called the after-hours number immediately the night of the incident, I was told nothing could be done and to wait until after Labor Day to call the office. I did as instructed, but no one answered calls, and the voicemail directed me to email instead. This caused multiple days of delay in resolving an urgent matter, during which time they claim they had already paid the cabin owner. That is not my responsibility. I made every effort to report the issue immediately, and Lazy Lanes failure to respond in a timely manner should not result in me losing $707 for a service I could not use.
  

  4. Good **************************************start="2092" data-end="2095">Lazy Lane claims they offered two free nights as a good-faith gesture. However, those nights had to be used before the end of the year. My family is out of vacation time and my children are back in school. This offer was therefore impractical and of no actual value to us. A fair resolution would have been a refund, not an unusable credit.
  

  5. Responsibility of the *****************start="2476" data-end="2479">Lazy **** argues this is my fault for not being able to operate my vehicle, but the reality is that their listing failed to warn me of the conditions. They are a business charging over $700 for a weekend, and they should take responsibility for ensuring their customers can access the ********************** they book. Saying others havent complained does not remove their responsibility to disclose and accommodate.
  

  Resolution ****************start="2908" data-end="2911">I continue to request a full refund of $707. I attempted to use the service, but the cabin was not accessible to my family in a safe or reasonable manner, and the business failed to provide timely alternatives. Their offer of two nights expiring within months is insufficient and unusable.
  

  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cabin was very dirty never cleaned the hot tub had way to many chemicals in it my son who is 8 he had his outside of his eyes burn from chemicals we left Wednesday was suppose be there from Monday to Fri till 11 worst vacation we ever had only got a 190 dollars back for a not so clean cabin that was never cleaned dishes dirty cabin dirty I wouldn't recommend this to anyone dirty laundry in hampers yuck

  

  Business Response

  Date: 08/18/2023

  We had sent housekeepers to clean the cabin the best they could while you were in the cabin. We also sent maintenance out to test the water and the chemical levels were where they were supposed to be. We refunded you the cleaning fee at first, and then after you left, we gave you a full refund. We tried our best to make sure things were handled to our best ability. We do apologize for your vacation not being good, but we did try our best to make it better. Originally, we refunded you the $190.27 for the cleaning fee. Then, after you left, we refunded your card for 693.30.