We aim to run high quality experiences. As a small unique tourism company - receiving a one star review affects us all here deeply.
We are again sorry your tour was cancelled due to the unprecedented extreme weather event on Saturday 31st October - Halloween night. In 22 years of operation, we have never experienced such an event. Brisbane and South East Queensland was hit with massive storms which included hail and heavy rain. Halloween night is the busiest night of the year for us with ghost tours being run at many different heritage sites. That evening we were running multiple tours across a 70km area. People travel from across the State to attend. At around 4.30pm a large storm cell struck Brisbane, and impacted different areas in different ways. Our booking coordinator was inundated with calls from customers whose vehicles, houses and possessions were being damaged and destroyed by hail on the northside of the city. It was a very difficult, upsetting, and evolving situation. At midday, when our email went out - that you received - we were reassuring customers that we would be going ahead unless the our guides at the actual site where each tour was running decided against it. This was to put decision in the hands of the guides who were on the ground so to speak.
Typically, in South East Queensland thunderstorms blow themselves out by the time our tours commence. At Lutwyche, our guide was unable to get to the cemetery due to the driving hail and rain and advised our Coordinator in the interests of safety of clients and staff it should be cancelled. This was decided at 4.40pm. It took our Coordinator time to contact people by text and calls of this decision. Unfortunately you seem to have gotten this message late again we apologise.
There was no intention or desire to leave you standing outside the cemetery waiting, and appreciate that you were disappointed that the tour was cancelled. Other patrons did not turn up as they received the messaging in time. We did telephone to apologise to you and every customer on the Lutwyche Cemetery Haunted History Tour (even though such a weather event is outside our control, and is covered in our terms and conditions), offer you a transfer, which you later accepted. I note when you contacted us, you requested compensation for the 'inconvenience'.
The rescheduled tour on 28th November 2020 was specially organised for customers whose tour was affected by the storms. This cost us revenue to rerun a tour on one of our allocated tour nights, though we were happy to do so, so everyone got to still experience this tour.
As for your criticism of the tour content, the tour is a combination of true ghost stories, hauntings and horrible local history, crimes and murder. That is the description on the website, and why you heard some history on the tour. Ghost stories take many different forms. If you are talking about actual ghosts which haunt the cemetery there were five such stories out of the 8 stories told, and the rest were a combination of weird phenomena, legends and true crime stories - such visiting the grave of killer John Andrew Stuart to tell how how Brisbane is haunted by the memory of the Whiskey Au Go Go.
We have spoken to our guide and passed on your opinion that she delivered "A text book history lesson regurgitated with all the flair of a potato". Delivering great stories in an entertaining way is important to us. Our guide was anxious of making sure the tour was good as most of the people attending were all effected by the storm event. She was referring to her notes to ensure dates were correct - as that was only her fourth tour.
We have spoken to the other customers on the tour you attended and got their feedback. We conducted four reviews - the other patrons rated the tour at 3, 4, 4, and 5/5. They advised that traffic noise from Gympie Road made it hard to hear stories at the start of the tour. The guide has also advised that she struggled with the noise. We are going to reconfigure the tour route and give our guide some training in voice projection and story delivery. This is a new tour and we are keen to listen to feedback.
We encourage our customers to provide constructive feedback directly to us, with specific issues detailed so we can make changes if needed. We are real people, running a small, unique tourism operation – your comments are very strong, without a lot of detail. A representative will be in touch to try to find out what the actual issues are.