We booked the Salem Night Ghost Tour. The day before our tour, I received an email from the company with a contact phone number letting us know if there's any issues with the booking to contact them. Some other instructions were in there for the booking and that they were excited to see us. I realized that I had made a mistake in my booking, and I called the phone number immediately. No answer. I texted the phone number No reply, I replied to their email. Also no reply. I continued all three forms of communication that night. No reply. The next day, which was the day of our tour, I called and I texted almost every single hour of the day. No reply. I had accidentally booked the 6 p.m. tour when I meant to book the 8 p.m. tour. I was hoping they could accommodate the switch to the 8 p.m., as we had dinner reservations at 6 that I could not change. When it got closer to our scheduled tour time, and I still had no answer, I decided to go back on Viator and rebook the 8 p.m. tour, purchasing the tickets a second time. There was absolutely room for us in the 8 p.m., as I was able to book a new set of tickets. After dinner, we showed up at the tour. I went inside to check in, and an extremely rude person named Charlotte was there to greet me. I walked up to this person with a smile while they asked for my name, which I gave, and then proceeded to mention how I had been trying to contact them for two days via phone, text, and email, and that no one was answering any of my messages. Her response was, Oh, what a shame, And I said, Yeah, I accidentally booked the 6 p.m. tour and was hoping to move to the 8 p.m. She then proceeded to cut me off mid-sentence and say, Well, it's a good thing you're here now. To which I replied, Yeah, only because I had to buy four tickets a second time because no one would answer my phone calls. She cut me off again and said, Well, we don't give refunds, and shoved my tickets toward me. And that was the end of that conversation. She was so incredibly rude, and honestly, it had nothing to do with the money. I just wanted a response from the company. They provided a phone number to be able to reach out to them with any problems, which I'm not sure why, because they won't respond to you anyway. The next day, I decided to go back to the location and ask for a manager, to which I was informed that Charlotte was the manager. I asked if there was anyone above Charlotte, and they said, Yes, Tim, the owner. I asked the girl to please get Tim for me. When she radioed, Charlotte answered the radio and said that Tim was busy and What do you want? I told the girl, Never mind, I do not want to speak to Charlotte. Could you leave my phone number for Tim? The girl had mentioned that she overheard my conversation with Charlotte last night and she apologized for what had happened, though she was a brand new employee herself. She took down my name and number for the owner. That was over a week ago. Still no answer, not even from the owner. Maybe a one-star review will get their attention. The tour itself was good. Our tour guide Johnny was a great tour guide, but the customer service for this company is horrible. I live and work in a tourist city, and where I'm from, we absolutely do not treat our tourists this way. And like I said, before, this was never about the money. This was about how we were treated, and the fact that the company refuses to answer their messages or have any sort of customer service. There are so many other tour groups in Salem, so I suggest finding a different one. read more