Jerome Ghost Tours — Attraction in Jerome

Disappointed in our overall tour, which is unfortunate because we were really looking forward to going to the places listed on the itinerary. We understand due to covid some things change, but we seemed to miss some of the main places the other tours mentioned. Our guide was very nice, but seemed a bit lost with her thoughts mid story. We would be in the middle of a history lesson or story and there would just be long silent breaks while we waited to see to see what she was going to say. None of these breaks were in a place where you would think to pause for activity or something it just felt off to us. We drove the entire time and started with the Hotel and School. The school was super fun and creepy, had quite a few hits on out readers. We never went by the jail. We were offered to walk, or drive but it was highly emphasized to drive. We did the 11pm tour and it was a bit more money and we were hoping for something different I guess. Driving around isn't as spooky and I feel like we missed some things. I would not do this again. There were only two of us on the tour and maybe that played a part in the lackluster feel?

Response to reply: Jamie was super nice as I stated in my review. She seems like a great person and we did click with her. We went back and forth about posting the review because she was so nice, but seemed to have an off day. Ultimately we felt like we missed out and neither of us were satisfied with the tour we had for the price we paid. I will clarify that yes we did get out and stand by the van at the parking lot and we did go to the staged apartment rooms after the school. But we felt we missed the walking tour part and going to the sliding jail. Jamie was nice, but we could tell she was tired and as you stated worked a very long shift. We felt for her which is why we went along with her suggestions. She did ask us if we wanted to walk or drive, as you can see we were looking to her to see what she preferred. We said walk, and she said are you sure I can give you a ride back multiple times...so we felt she was wanting to drive and steered us away from walking as she also mentioned she gets spooked by walking. Maybe we were too go with the flow? She was also on her phone a few times right before the box would go off so it took away from the moment and made it feel staged, even if it wasn't. We would have been happy to do the 9pm tour had your company reached out so she wasn't doing such a long shift. We have had this happen in the past when there is limited interest in a specific time slot and can be flexible. As for time, she arrived at 11:10p to start the tour and we were back in our Hotel room by 1:05a. Acknowledgement and empathy go a long way and I hope your response doesn't turn people away. I am big on customer service, and had you reached out or responded to this a little differently it would have made a world of difference. I could have been posting an update stating that the owner reached out and resolved the issue. Whether that was simply by acknowledging that maybe this tour wasn't up to your company standards or maybe you just said I am sorry your tour wasn't what you were looking for and that we strive to provide the best experience possible and reached out to us. We aren't looking for a refund or anything, we just felt like you should know so you were aware and could try to ensure future patrons are receiving the standard you wish to provide. It felt like something was missing and if this was my business I would want to know. My friend had done other tours in the area previously and felt this didn't compare and got more from a 45 min tour than this. We were trying to be fun and enjoy the evening even if it wasn't what we had hoped for, including my friend acting more scared than she truly was to try and play it up some . We wish you the best...

I was really excited for this tour that our group booked months in advance. Unfortunately I broke my foot and am in a walking boot - so I called 3 days before our scheduled tour and inquired about how much walking and stairs would be involved. I was led to believe it was minimal walking and mostly van tour. I thought great, that’s doable. Well, apparently we were misinformed/misrepresented about the tour we booked. When we arrived to check in we were met by the rudest woman. She was rude from the very first annoyed glare she gave. Absolutely unacceptable and horrible customer service. She said the tour was 80% walking. When told we called to verify days before, she exclaimed “well you didn’t talk to ME.” Because the tour was misrepresented, we didn’t cancel by their “deadline”. Given the circumstance she still refused a refund or vouchers for a future tour.

EDIT: Dear Owner. I did tell the worker I spoke with on Wednesday, March 22nd at 6:06 p.m. that I had a broken foot. I have the call log to prove the phone call. During the call I did explain that I am in a walking boot but also have a knee scooter. I told them which tour we were booked for. I asked how much walking. They said meet at store front, walk to a few locations near by and then get in the van for the remainder. Based on the description of the tour demands, I was led to believe it was doable. If I was told it was 80% WALKING, or if any reasonable person with a broken foot was told it was 80% WALKING, do you honestly believe they would have continued to plan on going through with the tour? Are you kidding me? The answer is unquestionably "no." Of course I, or any reasonable person, would cancel the tour for a refund. It's hundreds of dollars at issue here. As to your "video". Is there even audio? Did you actually hear how your employee spoke to and trivialized our group and the situation? Further, your shop is up a flight of stairs. I was not able to make that trek, so it was not I in your shop but other members of our party. Or didn't you miss that no one was wearing a walking boot from the footage you purportedly viewed? From the footage you also would have seen that a member of our party DID speak to your manager. She pointed out your employee's rude behavior to the young manager. The manager did not offer any solution before we had to leave because the shuttle was waiting for us outside so we had to leave. As you know, there is no parking in front of your location. Your response is very disappointing from a business owner. My claims are not false. I am not being dishonest. I understand backing your employees. But who really stands to gain from lying about this situation? The customer that had more than enough time to cancel for a refund, or the employee that perhaps gave misinformation, didn't adequately explain the demands of the tour, and/or had an attitude with customers? It is not your tours being reviewed or scrutinized here - I see the positive reviews for your tours. It is your employee's customer service that is lacking, and now your response as the owner. How about just give us a refund so we can all be done with this unfortunate situation and encounter?

EDIT 5/19/2023: Owner, you lied in your response to Susan Larson. You never refunded us and have denied my call ever happened despite being provided the call log. You called me and my mother liars. Your business practice and ethics...

Absolutely horrible. Wish I had gone on one of the other tours. Unfriendly and unhelpful. I asked for a refund without even going on the tour. Courtney, the "tour guide", was very unpleasant. A wasted 6 hour drive for this negative experience.

Now the owner has added a diatribe (as he does with all people who post negative reviews) and is verbally abusive ... calling me dishonest, really???? I made the reservation via their website and added that I would like to record the tour for my Mother, who is in the UK, and has brain and lung cancer and cannot go out. She has just come out of a 2 month coma, so I wanted to give her a "virtual tour" so she would feel she is enjoying a day out with me. The owner tried to fob me off with the comments on the booking system get "pushed back". I have a booking system with my corporation and believe me, comments do not get "pushed back", however, they can get ignored by apathetic and sloppy owners. They made no attempt to contact me to let me know that recording a tour would be a problem. This is the only tour group that has an issue - all I have attended to date have proudly given the tour and encouraged me to share video clips and photos on their social media. Courtney first declared she did not want to be on film, and as I assured her, I had zero interest in filming her. If she was talking about the history of the building, my camera would be exclusively on the building. She then stated she did not want her voice on film. The whole point of a tour is to talk about each building or location, as the tourist listens. As for the blatant accusations and verbal abuse, that just proves how unethical, unprofessional and arrogant these people are. However, read their responses to other negative reviews for yourself and make your own judgements.

And just for the record, they laughably claim I felt I could record all other people on the tour. I will add that their check in book was completely blank for the day and night, and I was the only booking on the entire page (the page was divided into blocks for guest check in during different times of the day) - so this is another example of the lies by the owner!!

I am not going to waste my time responding to their immature and untruthful response. Having to resort to bullying and name-calling in his knee-jerk reactions to reviews such as "karens" "douches" etc if any consumer leaves a less than stellar review is playground behavior - and his responses to negative reviews are dripping in sarcasm and arrogance. There is a ghost tour company right next door to them and I would highly suggest you book with...