Eight of us reserved this tour in advance and paid in full on arrival. Personally, I felt the whole group (about 25) was too big for the tour, as not everyone can hear or see what is being discussed on the tour. I supposed they want the money, so they don't limit the number of individuals. Anyway, after two stops our tour guide took as back to Duval St., which was very crowed with people. As we entered the street, our group lost sight of the guide in the crowd and we turned the wrong way. Realizing we were separated, we quickly turned back in the other direction to catch up, but never found them. We headed accross the street (since their kiosk) was nearby, to ask for assistance or directions to the next stop, so we could run and catch up. We were informed that there was no specific order for the tour, so he didn't know where they were. I asked if he could take a guess as to what was the next closed "haunted" site, and he said "all of Key West is haunted". Well, I did not find this amusing, since we paid $18 and saw two so-called haunted areas and then got lost! I asked if he could call the guide and he said "no". I felt really bad because and elderly couple was behind us on the tour (following us), so now they were lost too. I pointed this out to the employee and said "well, how about you give us our $18 back?" He stared at me shocked and said "I don't have authority to do that." I glared, and he got on his cell phone, a presume to contact someone. We continued to scan up and down the busy street for any sign of our tour group. By now, it had been 10 minutes. We were so irritated we just gave up and walked off. My friend tried called another woman in our group (that didn't get separated from the tour). We had hoped she could tell us were to meet them. She picked up her cell phone and promptly hung up. We later found out she was severely scolded by the tour guide for taking a call during the tour. She said it was really embarrassing because he stopped talking to single her out as being rude! To say the least it was a very bad experience and they made no effort to rectify it. I would not recommend this company. Perhaps one of the others would do a better job of customer service.