ComplaintsforGhost Party

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * This tour company did not show up to our tour on December 4th, 2021 * We sat for over an hour looking for them and calling them with no response. * They are currently refusing to take our calls and refusing to give us a refund. * $315 was spent on tickets. * Documentation of proof of purchase is attached below - a long with photographs of proof of showing up in the tour location.

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2021/12/08) */ The customer scheduled the tour and we assisted them with invitations free of charge, texted them to their group, helped them select a theme , etc. Our office called them to check on their group. A man named Jonathan answered to say half of his group was running late and the other half was walking towards the pick up point. This was at the time the tour was departing. We explained we could not hold the entire tour and wait for the group. we asked that they call us and we could do our best to help them find their way. We do not know the exact time when they arrived all together at the tour departure location, but it was after the tour guide and the other tourist had already left when we heard from the group again looking for the Tour Guide. We spent approximately 40 minutes trying to assist them in finding the guide in her tour route. We explained that the guy does not answer their phone during the tour. We explained it would be difficult to assist them because other tours were departing, and the other customers were enjoying the tour and we could not interrupt and go back and pick them up. After we could not get the group that was lost to find the departed tour, we even offered to give them the next available time. This was just 20 minutes later. For some reason they declined and said they were going to do something else. They even said they would not be having dinner in the 5 star restaurant that they booked with us. We verified with the restaurant that they never showed up. As the owner, and the person that handles all of these types of events myself, I find it quite odd that they did not want to take another tour or to have dinner on the special event. I spoke to them personally and help them that evening and it did not even sound like they were in the historic District. Here is a picture of the group that the guide took that evening. Just a show that the tour went on as planned.We spent several hours assisting and feel we went above and beyond to assist this group. They currently have a voucher with a special number attached that we cannot delete as it can be used by anyone or regifted. The group lives in Florida, and we even offered through our sister company a tour closer to their home. We must adhere to our policies as with all all of our other customers. And after 15 years in the historic districts this is the first time that we have received a low star rating in Savannah Georgia. It has been five stars until this group has asked everybody in their family to give us a poor review. On our website, and on our tickets it does say no refunds only rainchecks or reschedules if less than 24 hours notice. Business Response /* (1000, 8, 2021/12/09) */ ***Document Attached*** This group is harassing our team, texting and messaging at all hours. It was a Bachelorette party and the group was in the middle of festivities and did not care at the time about showing up to their tour in a timely fashion. And, now they are caring about receiving money back. We are not appreciating that this group is sending slanderous messages to our team on social media and hiding behind a keyboard. So far they have sent in 27 one star reviews for the wrong location here in Tampa. It seems they are also looking up employees on their Google sites and sending the messages as well. They could've easily gone to their credit card company and cancel payment and let the banks handle the situation. We have provided a few extra photos showing the extent of the poor reviews. Instead of one review they are sending A plethora of negative response. As you can see our business has been here in Tampa for almost 15 years and we pride ourselves on being in a company and 5 stars. This will take our team months if not years to bounce back from, but it is the principle of standing up for your business owner rights against youngsters that feel that they are privileged and should get their money back no matter what the policies and procedures. The partner in Savannah is almost 70 years old. I am almost 55. This is taking up most of our day every day. Savannah is turning into the new, New Orleans,. We no longer do bachelorette parties here in Tampa as it seems that our guides are either pulling the brides head out of a commode or the next day the group does not remember anything and ask for money back. Consumer Response /* (3000, 13, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to our Google reviews. I'm confused as to why you are surprised from negative reviews? We have the right to expose you for outright lying about us and assuming that we were "in the mix of bachelorette activities". Again, why would we spend over $300 and simply not show up? Unfortunately, you do not get to assume that we would not be there due to "bachelorette activities". We were fully aware of where we had to be, where we were, and the fact that you were no where to be found. I have tons of images, proof of us waiting, proof of us trying to contact you. We are writing reviews because you completely refuse to answer our calls and answer our messages. This entire issue could have been avoided if you managed your company properly and answered out concerns. The fact that you were unwilling and unable to explain to us why you refuse to speak to us is proof alone that you are unfit to be handling such large sums of money from your clients. I am truly upset at how you manage your company. The Tampa location shares the same website, phone number, and text number. We are trying to contact and reach out to anyone who would be willing to help us. I'd also like to clarify. We are absolutely NOT looking up their employees and sending them messages through social media? I'm not sure where this came from. If we could have easily gone to the credit card company to get our refund (we payed for this months ago - I doubt the credit card company can do anything now, but yes we are speaking with the credit card company as well) then why are you refusing a refund? Many of the ladies in the party are not far off from your age... youngsters? We work hard for the money we payed you. Now you are saying that we wouldn't remember anything and ask for our money back? You are completely changing your story every time you write something and continue to lie. If you were worried about a bachelorette party why did you make us a flyer and book our event? We went to another tour guide that same night - I also fully remember that too. I know shocking... P.S. Your website also says 5:30 - attached below. That's not harassment - those are honest reviews from the ladies that were supposed to be in your tour that you did not show up for. Business Response /* (4000, 15, 2021/12/09) */ We feel that we have said enough on the subject of a refund. We offered the next tour which was extremely reasonable given the situation, and your group declined. We have issued a voucher to be used at any one of the locations that are participating. This will be our final response. Thank you

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