My wife and I are visiting Boston on our Honeymoon, and we're deeply disappointed by this company. Story time. We arrived at our 7:30 ghost tour at 7:28, and the friendly person at check in told us to rush over to the bus. We did so, and the bus manager informed us that we were too late for our tour. He said that the email from them (which we never received, and when he looked through my email to confirm we hadn't got it, just told us "sorry, that happens some times") told us to arrive 30 minutes early, and that our seats had been given away to people who had arrived to buy last minute tickets in person. He told us that he would try to get us on the 8pm bus tour, but had to let the 8pm people who had arrived 30 minutes early on first. We waited patiently in the cold and rain as group after group was let on before us. We became a bit frustrated when at 7:58, they were still letting passengers on for the 8pm tour. At 8pm I walked up to the bus manager to ask why people were still being let on before us, when they were later to there tour then we were to ours. He was upset with me for asking, and sent me back to the line. At 8:03, after they were still letting 8pm guest on the bus, I went back to check in. Check in was polite, but informed me that he could not help with refund, and called the bus manager over. He said there was 2 more seats on the 8pm tour bus (at around8:05pm), but hadn't walked over fifteen feet to the check in booth to inform us because we had walked away from the line. After looking through my email to confirm that they hadn't sent me anything regarding time of arrival, he apologized and said he would try to get me on the 8:30. Refusing to wait in the cold any longer, he said that there was nothing he could do to help me with a refund. Their refund hotline has been a miserable experience, and still has not gotten back to me after our first conversation. Do not do this ghost tour, trust the other bad reviews. I recommend Nightly spirits, the ghost tour bar crawl that has treated us well in multiple cities.
Response from Host
Nov 2021
Hello Kathryn and Jacob,
I sent your reviews to the General Manager of the operation and a thorough investigation was conducted. We found conflicting points of view during this investigation.
Our mangers have concluded the CASTmembers on duty represented the operation well. They listened to your concerns and offered solutions. The boarding protocol used by our team to load the 8 pm trolley was the exact same as the protocol used to board the 7:30 pm tour. Guests with reservations for the 8 pm tour were boarded first, stand by guests were boarded second. It has been noted, in the managers ghost log, that there were some emotional mannerisms exhibited and spirited words stated, by you, during the boarding process for the 8 pm tour.
The 8 pm trolley departed without you because you declined the seats when our CASTmember offered them.