Old Town Trolley Tours Key West — Local services in Key West

Let me start by saying that we were really happy with the tour itself. We hopped off and on a few times, enjoyed the drivers we had (especially Michael), and never had any problem with the trolleys coming on time. Our only complaint was with using the "mobile" ticket. We purchased our tickets online late in the afternoon on the day before we wanted to use them. We immediately received the "Customer Support" email that said "please click on the link and review the ticket instructions now for important information, including tour location." It also specifically said, "Internet access is required to activate and use mobile tickets. Screen shots or pictures of your ticket will not be accepted." So we clicked on the "retrieve mobile ticket" button. And then that screen had an "activate" button on it with a warning that you had to use it within 30 minutes of activating, SO... we waited until the next morning about 20 minutes before we were going to board and activated it. We immediately got an email titled "Your Key West eTicket" that said "This email confirms that the Trusted Tours and Attractions eTicket you purchased on 9/6/2019 has now been redeemed in Key West." Great! But there was no real "ticket" image, so we assumed this email was essentially the ticket, or that they gave us a physical one when we showed them the confirmation. We got to the trolley stop at Stop #1. I told the person at the kiosk that we had purchased tickets online, and she said let her see, so I showed her the Confirmation email. She said she needed the eTicket. I said that we didn't get an eTicket - that's what we got. She said I needed to activate it through the Customer Support email, to which I replied that I DID activate it. Then we got the pitiful head-shake because it probably had expired in the 30 minute window. I finally found the Customer Support email, and followed the link where I had activated it. It now had a screen that displayed the "active ticket" - That's what she was looking for. Then she told me to TAKE A SCREEN SHOT of it, and that's what I needed to use. Ok - even though the verbiage online said that Screen shots or pictures of the ticket will not be accepted. So we did that. Went to get on the bus, and the bus driver was confused and said it was supposed to have a check mark on it. We and the driver went to a second person at the stop who explained that you had to get the screen shot at the exact moment because the check mark blinks off and on. We we took a second screen shot with the check mark showing. Ok - we're good to go. On the third "hop on", the driver questioned it because the check mark was not actively flashing. She reluctantly let us on. It was really frustrating to not have any good instructions about what the drivers needed as a valid eTicket and how to capture exactly that. If you need a screen capture of the screen with the flashing check mark, say that ON THAT SCREEN - and say "THIS IS YOUR ETICKET" in big letters", giving instructions on how to take it and use it. Perhaps the company could look into improving the eTicket experience - our suggestion would be to text an official "ticket" image to the phone of the ticket holder, much like an...

Hot day in early March. These guys are considerably over priced. We bought the day pass, but didn't really find it convenient for getting around. It's a one way loop, so you can't backtrack, or go the shortest distance to where you want to be...only option is a one way loop. Do the math, you have to know where you want to get off the first trip around. Their "short distance" from stops to attractions is misleading and NOT helpful if you are at all challenged for mobility. You will spend the majority of the tour going the distance to major hotels who must pay to have a stop for their customers. No one got on or off on our tour so complete waste of time for the completely full tour. Wish they sold an option for a one loop tour at a considerably lesser price because....

The tour guides were great! Any star is because we did enjoy their spiel. Informative, funny, energetic. The staffs manning the kiosks not so much. I had the temerity to interrupt one on a cell phone when she was the only staff present. Another at another location seemed annoyed to have to answer.a question. Every one of them except the lady who sold us our tickets at Mallory Square were surly. Hey! I get it that you were hot and faced with an endless stream of needy tourists, but that is your job and we paid nearly $100 for the privilege of standing in front of you inquiring.

My advice? Read the tourist guides and find your own transportation. Maybe Duck Tours will come to the Keys.

Addendum......Their 100 percent satisfaction guaranteed seems elusive. We searched the website, but couldn't find anything but the mention. We called one number who referred us to another number who "walked us through" finding a link which wasn't where he said it was so he sent us link to an automated form that alternated between rejecting dates in any format we tried and rejecting the upload of the "proof" they required. Nowhere did it provide any explanation or example of acceptable formats. Just a blank rectangle. After wasting entirely too much time we spoke to another CS representative who did not know how to get the ticket number from the receipts we were holding because she "doesn't deal with tickets purchased on site". She sent us an email address and we're trying again. Customer service isn't a thing with this company. And the method to obtain a refund has this far justified the low rating in and of itself.

Still later......they said four weeks for a refund. Quite obviously "satisfaction guaranteed" is a marketing scam rather...

Update: within a few days of posting this review , I was contacted by them and instructed that I could ask for a refund based on their 100% satisfaction guarantee. Followed the steps on their website of sending them an email with the reasoning and a copy of my receipt and my money was refunded within a week, so I give them credit for being responsive to customers with bad experiences.

I would not recommend this for the Hop On Hop Off feature. Perhaps this might be worth it if you just get on and take it through the whole Loop for the tour, however depending on how busy it is, you might not get on. When the first shuttle arrived to the area where our hotel show dropped us off, all the seats were full and no one was hopping off. There were bars to hold on to for standing, but the driver told us to wait for the next trolley. Since they only come every 30 minutes, that meant a delay in getting started on our day. The driver did say he would radio it in but it didn't seem to help get another trolley there any faster. Then we rode two stops and decided to hop off to see Hemingway House. After that we needed to get back toward the docks for another booking so we decided to walk to a stop where the trolley would be returning that way but it's not clear at all where the stop it was. In fact it wound up being across the street from where their own map had it marked. Because my husband can't walk long distances we really needed to be able to catch that trolley but never saw one and eventually wound up walking back anyway. We spent $95 for two of us for the day and never got back on. If you want to be able to see everything and get where you need to be, either rent a bike or a scooter. Much better value for the money and you have the flexibility to go anywhere...