We have done this tour previously in 2024 and decided to do it again this year during our annual Key West trip. We enjoy going on ghost tours in various cities that we travel to as it is an opportunity to walk around a new city safely and hear some of the history. Unfortunately this time, we had a very poor experience. After the first stop, we were told to meet outside the establishment at 9 PM. After arriving on time and waiting for an additional 10-15 minutes, we recognized that the tour guide had already left with the group despite us showing up promptly on time. We called the help number and were directed to the next stop. We spoke with another tour guest upon rejoining the group and were told that the tour guide had chosen to leave without us despite them telling her that she was missing a couple members. She (Sarah) denied and stated that she had counted the appropriate amount of people (we had to wear specific stickers on our shirts so it was pretty easy to tell who was with the tour and who wasn't) and therefore left. The person we spoke to on the phone to help us became aggressive and declared that we were "threatening him" and he didn't "respond to threats." Essentially, we were told that it was our fault that we were left behind and there was zero customer service provided or appropriate attempts to rectify the situation. Sarah also never apologized and had the audacity to ask us how we were doing after reconvening with the group. Overall, a very disappointing experience. We ultimately chose to leave the tour after the second stop given that it was the exact same tour that we had been on previously, Sarah was an underwhelming storyteller, and that we did not want to support a program with such poor customer service standards. The gentleman on the phone was actually yelling at me at one point - it was quite astonishing and unlike anything we have ever experienced before (don't worry, he already told me that he will promptly respond to any review that I post so I am sure he will comment below and deny soon). With this, I would NOT recommend this tour. It's mediocre at best and, if you need any level of customer service, you will be sorely disappointed and, instead, blamed as the customer and guest.
Odpowiedź od gospodarza
Mar 2025
Dear Nicole_R, We appreciate your feedback and want to address the concerns raised in your review. We understand your frustration at getting separated from the group and apologize for the inconvenience it caused. However, we would like to clarify a few points: Headcount - Our guide conducted a headcount before departing the first stop and confirmed all 14 guests were present.
Communication - We responded promptly to your email at 9:09 PM and provided directions to rejoin the group at the next stop by 9:16 PM.
Customer Service - While we understand your dissatisfaction, we disagree with the characterization of our response as "aggressive". We were attempting to understand the situation and facilitate your rejoining the tour quickly as you yelled at me and threatened us with a bad review on the phone. I informed you that we do not offer refunds based on threats of negative reviews, and that you were welcome to leave your honest feedback. Given that you had previously enjoyed our tour, I was surprised by this situation. Family-Owned Business: You then chose to address the rest of our tour group, incorrectly identifying us as a large, corrupt corporation, and stated that we refused to provide the refund you demanded and would be contacting "corporate" on Monday. You then departed the tour. We are a small, family-owned business and strive to provide positive experiences for our guests. We are sorry that despite our efforts to rectify the situation, your experience did not meet your expectations. We value all feedback and will use it to improve our services. We wish you well on your future travels and hope you enjoy the rest of your time in Key West.