Hell On Wheels Nashville — Attraction in Nashville-Davidson

We (group of 14) booked this party bus after a friend told us they did it and that it was so much fun. I was excited to do this after taking to her, unfortunately we did not have the same experience they did. One of the things we liked about this party bus was it was BYOB. After booking the reservation and getting confirmation of our trip, we went out and picked up our beverages for the trip (day we arrived in Nashville, knowing we probably wouldn’t have time the day of-2 days later). Email confirmation said to bring beverages under the what to bring section. Day of trip comes and that morning I get a text with a further details/checklist. At the end of this text it states that they are NOT BYOB and you can purchase your drinks at the pick up site. I reached out to them about this and they said sorry but they just started operating out of the Nashville Tractor location and they do not allow BYOB. Expressed that it would have been nice to know that ahead of time and their website does not mention this anywhere. Apparently it just started the day of our trip and they had not updated anything yet. Also found out day of that no liquor was allowed, we have a person who doesn’t drink beer. Was told it wasn’t allowed and we would stop off at a bar and he could get a drink there. Owner offered to buy a bucket of beers to “make up for it”. Upon arriving, went inside to check in and figure out drinks we needed to buy. Told them that Nick (owner) offered to buy us a bucket of beers to help out, people had no idea what I was talking about and said. Nick is not here. Asked what their prices were for buckets of beer and they looked at me like I was crazy. They were late returning from the previous trip to pick us up. By the time they got there, I just purchased what we needed, another $100. Just told the owner to get us waters because I didn’t want to pay for them. Once on the bus, it didn’t really get better. The guy serving our beers was fine, he played whatever song we asked for but beyond that didn’t do much else. The bus went through some very dark back streets of Nashville, through some not so nice areas. We stopped for a bathroom break and told them to keep going, no one needed a bathroom break. Never stopped at that bar I was told we would stop at. The owner text to check in while we were out and I expressed how disappointed we were, but we were trying to make the best of it at this point but some of our group wanted off. He said he just didn’t understand and he that he had offered that bucket of beers about should all be good. The would not let anyone off. $500 for a tour through the dark backstreets of Nashville is NOT what we had in mind. They did get us on Broadway briefly to try to make up for it but that was after our complaints and then knowing we were disappointed. Thankfully my group pushed through but that money could have gone to much better experiences. Plus we had to get rid of the alcohol we bought ahead of time since we only had one more day there. After getting off the bus, I was talked to about what they could have done better and I explained that knowing about the BYOB issue upfront would have been nice to know and that what they advertise for a party bus is not what we got. They explained this new partnership with Nashville Tractor and that’s all fine and good that it’s new but their lack of communication should not have become our problem. The guy I talked to said what can we do to make it up and I said give us some money back or something. He said give him a little to check into it, he couldn’t give me that answer right there. Was never offered a free cancellation ahead of time and still haven’t heard from anyone. Hell on...

NICK - you should be ashamed. Hell on Wheels is not out to please the customer and obviously won't admit to any mistakes or wrong doing. Your response is what is inaccurate. Why in the world would we have wanted to ride another 15 minutes when we just wanted OFF?? Best of luck to you with this transition - and you might want to update your web site.

I was on the tour with Kristen Scotto-Miss' group. Everything Kristen described is 100% accurate. The owner's response is insulting, inaccurate and hard to read. Kristen was so excited to do this for her son for his 21st birthday. Everything she was given and told by Hell on Wheels at the time of booking was not upheld, period.

We understand our booking came during a time of transition, but never once was Kristen offered a cancellation at no charge. Notification of the change was received by text the morning of the tour, only saying no outside alcohol was allowed which was contradictory to the initial description. A phone call to explain would have went a long way. The complimentary "bucket of drinks" was asked about when we arrived and the bartenders said they didn't even offer buckets of drinks. When the owner checked in during the tour, Kristen told him how disappointed we were but were making the best of it. 90% of our tour was driving through dark, shady areas. We got a 5 minute drive through town because of event road closures, which was also not communicated. There was no interaction from the staff on the tour aside from getting a drink from the cooler or playing requested songs. When we asked about stopping the tour and letting us off, we were told it would be a $15,000 fine.

For the owner to say our negativity was set in stone regardless is the true definition of gaslighting. I believe others may have had an incredible experience BEFORE this transition, but we could have most definitely spent the $500+ on something way more enjoyable. Not to mention the cost of the alcohol we purchased that ended up being thrown away because we were told it was BYOB at the time of booking. (beer doesn't fly well)

The LEAST the Hell on Wheels owner could do is offer even a partial refund to Kristen for misrepresentation. Or even an "I'm sorry, we messed up"..... instead of a million falsely stated excuses. SO DISAPPOINTING in so...

Last night I was on a party bus with about 25 people. At one point, I was turned around talking to the bartender (who was very nice) while ordering a drink. The driver began giving safety instructions, but instead of politely asking for attention, he immediately yelled at me in front of everyone for “not listening” because my back was turned. I hadn’t heard him say “please pay attention,” and if the bartender had told me to pause and listen, I gladly would have.

I apologized, but his reaction was unnecessarily aggressive and made the whole group uncomfortable. Later, even after I was listening, I quietly responded to a friend who spoke to me—and he yelled at me again. His tone and approach felt extremely unprofessional, and it seemed like he had anger issues.

At the end of the trip, my boyfriend, friend, and I spoke with him about how disrespectful the interaction felt. He never apologized or acknowledged that he could have handled it better. As paying customers, we expected a fun and safe experience, not to be shouted at for minor things. If he had simply asked politely, the situation would have been avoided. Unfortunately, this behavior really soured...