Hocking Hills Canopy Tours — Attraction in Logan

Updated October 2025

We have been planning to visit Hocking Hills Canopy Tours for the third straight year as part of a birthday tradition for my son. Each year, it has been a special way to celebrate his birthday with an adventure he genuinely enjoys. Unfortunately, the night before our scheduled tour this year, he came down with a fever while at work and was unable to attend. Understanding that illness happens, I immediately emailed and left a voicemail that evening explaining the situation, hoping that some flexibility could be extended, given the circumstances and the fact that we are repeat customers.

To my surprise and disappointment, I didn’t hear back until the afternoon of our scheduled tour, long after the planned start time. The call I received informed me that our only option would have been to transfer the ticket to someone else. That response completely missed the point—it was my son’s birthday present. The idea of giving the ticket to someone else was not a solution. What we needed was an understanding approach, a courtesy, or even a partial credit toward a future visit. Instead, we were left with no options and out nearly $400.

Having worked in and managed operations in the service industry for more than 20 years, I know that there is always an opportunity to do the right thing. Flexibility, empathy, and understanding are fundamental to creating positive experiences for customers, especially for those who return year after year. Treating customers as transactions rather than individuals in unique situations is not just poor service—it erodes trust and loyalty. In this case, that opportunity was entirely missed.

It is disappointing because our previous experiences with Hocking Hills Canopy Tours had been enjoyable. The staff and tour guides were friendly and professional, and we appreciated their work. My frustration is not with the guides or the experience itself, but with the rigid and inflexible refund policy that failed to account for a reasonable and human situation. Good customer service is about more than following a policy to the letter—it is about understanding context and doing what’s fair and right.

As a result of this experience, we will not be returning to Hocking Hills Canopy Tours, and we will no longer recommend it to friends, family, or our community. It’s unfortunate because this could have been an opportunity to demonstrate care for repeat customers and to build lasting loyalty. Instead, it has left us frustrated, disappointed, and feeling undervalued as patrons.

Service excellence is about recognizing moments where a small act of flexibility can create a meaningful difference. In this situation, a simple refund, reschedule, or even credit toward a future visit would have turned a challenging situation into a positive story about a company that truly cares about its customers. Instead, the lack of empathy and unwillingness to consider our unique circumstances overshadowed what should have been a joyful birthday tradition. Updated October 2024. Went for the second year in a row! Skyler and Ian were fabulous (especially working with some of the younger participants). Would absolutely recommend this great experience! We took our son to celebrate his coming birthday; choosing experiences over stuff. The reservation process was incredibly easy.

Once we arrived, the check in process was seamless and our group was given instruction.

Then the fun begins. Our guides Ian and Xandra were very personable, funny, flexible, and provided a fantastic and memorable tour.

Highly recommend HHCT and I know my family...

It was a cool, wet and misting rain. The last four days it stormed and flooded the area. The last day of spring break was upon us. We set out to have one last shot at making happy family memories, so we set out to try zip lining for the first time. I called and they assured me the Dragon Fly Kids Course was operational, they even mentioned our leashed pup could tag a long. We arrived to find a ghost town. The rain kept other family’s nestled in their beds at home. We had the entire place to ourselves. We were welcomed into the shop and the staff was friendly and genuinely seemed happy we were there. The process was simple, sign in the kids with DOB and weight, using one of several onsite scales. It was all completed on a tablet. I added my card and we were sent down a mulch path. We arrived at a little house and Justin explained the gear and took the time to ensure each child was outfitted securely. Justin was funny and had a great energy! He went over the rules, then quizzed the kids and then reviewed the rules again. (Justin may have had to review the rules and give a third quiz, but he made sure that they understood the safety regulations.) The girls set off and the first zip was little more than a jump. It was enough to build their confidence and ease their nerves. They were a touch hesitant, but Justin made jokes and put them at ease. We cheered for them and their faces said it all! One of the girls has some special needs and had a harder time landing on the platform. Justin was patient and encouraging. There were several, several times that he needed to intervene. He always kept a great attitude and gave so much kindness. We can’t wait to get back out and practice. As soon as thy are 10, we can be ready for the Adults Course! Memories...

Adventure, Adrenaline & Awesome Guides—Even with a Storm!

The "Original" Canopy tour was an absolute blast—even with a surprise thunderstorm thrown into the mix! From the moment we arrived, the staff was friendly, organized, and clearly passionate about what they do. The ziplines themselves were thrilling, offering stunning views and just the right amount of adrenaline.

Partway through the tour, we had to pause due to a thunderstorm rolling in. Safety was the top priority, and the guides (Justin & Aiden) handled it like true pros. They kept everyone calm, informed, and even entertained while we waited it out. Their professionalism, quick thinking, and great sense of humor turned what could’ve been a stressful situation into just another part of the adventure.

Once management made the call that it would not be safe to continue, we made our way back to the Clubhouse to decide to accept a partial refund or raincheck. We asked about coming back the following day and they were able to fit us in.  We came back and were able to do the entire tour through to completion, this time with guides Aiden & Skyler.

The course was well-designed with a perfect mix of excitement and scenic beauty, making it a must-do for both first-timers and adventure junkies alike.

What really made the experience outstanding were the tour guides. They were not only extremely knowledgeable and professional but also genuinely fun and friendly. They made sure everyone felt comfortable, safe, and fully enjoyed every moment. Their energy, humor, and encouragement turned a great adventure into an unforgettable one.

If you're looking for a combination of adrenaline and awe, backed by an amazing team, look no further. I can’t recommend this zipline tour—and the incredible...