Res FAQ

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Reservation Information &

Frequently Asked Questions

~ General Reservation Questions ~

I made a reservation for myself and two other people. Do I need to make a seating request?
No, everyone within the same reservation will be seated together.

A group of us have made separate reservations, but want to be seated together. Can you guarantee that we will?
No. We will make every effort to accommodate seating requests, but we will not promise that separate groups will be able to be together. If you want to make a seating request, please email us at Reservations with the name of the party you wish to accompany.

I have a large group who wants to go. How many does one trolley hold?
The trolleys have seating for 30 people.

Something has come up and I can't go. Can I get a refund?
No! Our policy is no refunds. We suggest that you see if you can sell your spaces to a friend.

The night I want to go is all full. Do you have a waiting list I can get on in case someone cancels?
Yes we do. Click here for more information.

I want to give a tour as a surprise gift? How do I do it?
Make the reservation in your name then email Alixandria to inform her. She will make a note in the reservation who the actual tourists will be. (Example: David wants to buy a reservation for two as a surprise gift for Gary. He would email Alixandria and she would put "Surprise gift for Gary Hawkins" on the reservation.) Keep in mind that the confirmation email and the reminder email will go to the email address used for the reservation.

~ Online Reservation System Questions ~

The date on my confirmation email/reminder email is weird. What's up with that?
The reservation system vendor is Canadian, and you know how wacky those folks can be. Seriously though, the date format is year-month-day, instead of the typical American format of month-day-year.

When do I get my tickets?
You don't - we don't use any kind of ticket system. You register your name at the door when you arrive for your tour.

Do I need to bring a copy of the confirmation email you sent or the receipt that PayPal sent me?
No, You register your name at the door when you arrive for your tour.

I made a reservation, but I didn't pay. Do I still have those spaces?
No. If you did not go through the PayPal process and receive an email receipt from PayPal verifying your payment, our system did NOT save your spaces.

Do I have to create a username to make a reservation?
No, you do not.

Can I create a username even if I don't make a reservation?
Yes, you can. It is a good way to keep your email address current, so you will always get our latest news.

If I create a username and password, can you see it?
Yes, we can. It is just how the reservation software is set up.

If I sign up can I chose my username and password?
Yes and no. Your username will be the email address that you provide when filling out the form. Your password will be randomly generated, but you will have the option to change it after you log in.

I forgot my username/I forgot my password. Help!
The reservation system automatically sends an email to you when you first sign up. The email tells your username and password. Your username is the email address you provided when you signed up. There is a link on the res system log-in page that you click if you forgot your password. If you totally have no idea what email address you used when you signed up, then email us at Reservations@HauntedAlton.com.

Something has come up and I want to switch my tour to a different night. What do I do?
Our reservation system does not allow guests to switch their reservations. If you absolutely must change your reservation to a different date or time, our office can do it with these conditions:

*Your reservation can only be switched up to 10 days prior to the original date, no later. (Example: Original res date is October 27, you must make arrangements to switch res before October 17.)

*A $2.00 charge per person (NOT per reservation party) will be added to the total (Example: Party of four, switching fee will be $8.00)

Please make absolutely sure of your reservation date before hand. If you cancel your reservation, for any reason, you will NOT get a refund. If you can sell your spaces to a friend, you can then make a reservation for your preferred night. (Make sure to tell your friends that bought your old reservation to use your name when they arrive.)

How do I get on the waiting list?
Click this link: Add to Ghost Tours Wait List. That is the only link that will take you to the correct section.

~ PayPal Related Questions ~

When I did the PayPal thing, I made a note that I wanted to be on the same trolley as my friends. But the night of the tour, I wasn't able to be seated with them. Why not?
If you want to make a seating request, please email us at Reservations with your seating request - NOT in the PayPal system. We do our best to have groups sit together, but we can't guarantee that separate groups will be seated on the same trolley.

Ack! I goofed up!/PayPal goofed up! I accidentally paid twice for my reservation! Can I please, please, please get a refund?
A refund MAY be granted if technical difficulties are proven to be the cause of a double payment.

I made a reservation, but PayPal wouldn't take my card. Do I still have those spaces?
No. If you did not go through the PayPal process and receive an email receipt from PayPal verifying your payment, our system did NOT save your spaces.

I made a reservation, but PayPal sent me an email saying that my payment was rejected. Do I still have those spaces?
No. If you did not go through the PayPal process and receive an email receipt from PayPal verifying your payment, our system did NOT save your spaces.

PayPal refused my card/rejected my credit card payment. Why?
BECAUSE THERE IS SOME PROBLEM WITH YOUR CARD. Honest. It truly ISN'T our reservation system. You HAVE to contact PayPal directly. We DON'T have access to your credit or bank account information. www.PayPal.com.

I don't have a PayPal account. Do I need to create one just to make a reservation?
No. PayPal accepts credit and debit card payments and checks without your having to create an account with them.

I have a PayPal account. Do I have to use it just to make a reservation?
No. PayPal accepts credit and debit card payments and checks without your having to use your account with them.

I don't have a credit card / I don't want to use a credit card. How do I pay?
PayPal accepts checks in addition to credit and debit cards.

I don't want to use PayPal. How else can I pay?
You are welcome to make special arrangements with Alixandria. There is an additional $5 per person charge (NOT per reservation) to make other arrangements.

Why does my PayPal receipt say "1" for quantity when I made a reservation for more than one person?
The "1" represents your payment for one reservation item. Our reservation system keeps track of how many spaces you actually reserved.

How secure is PayPal?
We trust it. You will have to go to their website to read their privacy policy. We do not have nor want to have access to your financial information.

Why doesn't my PayPal receipt show the date of my tour?
The receipt that PayPal sends you is generated by their system. Our reservation system automatically sends you a confirmation email when you make your reservation, and a reminder email three days before the event date; both of them have the event name, time and date on them.

~ General Reservation Information ~

If you use a company account or a different name to pay for your reservation, please email us at Reservations to inform us. (Example: David wants to buy a reservation for two as a surprise gift for Gary. David would put "Surprise gift for Gary Hawkins" in the "Comment" section when he made the reservation.) Keep in mind that the confirmation email and the reminder email will go to the email address used for the reservation.

If you make a reservation, please inform EVERYONE in your group what our tour policies are and the tour information that is in the confirmation email we send you.

Our tour policies:

* Tape recorders and other ghost-verifying equipment are welcome, but NOT video cameras.

* Camera phones are allowed to take still photos only, no video.

* People under 14 years old are not allowed.

* Absolutely no alcohol or drunks. We have zero-tolerance for alcohol on the tours, and for drunks who try to goof up the tour for everyone else. There is no alcohol allowed on any of our tours. Anyone arriving obviously inebriated to any tour will be refused service WITH NO REFUND.

PLEASE inform everyone in your group of our policies.

Please inform EVERYONE in your group of our policies.

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