US Ghost Adventures: most-reported complaints
Automated analysis of 526 public Trustpilot reviews published 2025-10-02 to 2026-09-23. TrustScore 4.8 from 4,782 total reviews — see the Trustpilot page. Quick answer: is US Ghost Adventures legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with service delivery, including guides arriving late or tours not matching the advertised description. A significant portion of complaints also involve difficulties obtaining refunds after cancellations or poor experiences. Additionally, some customers found the customer support team to be unhelpful when resolving these problems.
The company claimed its Trustpilot profile on 2023-12-27, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-18. Trustpilot ranks it 9 of 79 in Tour Operator. We last checked this profile on 2026-09-24 and found 22 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.8 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (84%, 4.4d) · 2026-08-20 (89%, 4.3d) · 2026-08-24 (91%, 4.3d) · 2026-08-27 (89%, 4.3d) · 2026-08-30 (89%, 4.3d) · 2026-09-02 (86%, 4.6d) · 2026-09-08 (86%, 4.5d) · 2026-09-11 (84%, 4.5d) · 2026-09-14 (83%, 4.5d) · 2026-09-17 (81%, 4.5d) · 2026-09-20 (83%, 4.9d) · 2026-09-24 (82%, 4.9d).
Severity: 9% of this company’s 57 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In August 2025, 60% of 10 one-to-three-star reviews were 1★; in August 2026, 53% of 15.
Counted from August 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 4.1 days between the experience and publishing their negative review (116 reviews record both dates).
What their policy promises
refund window: 3 to 4 business days
“In most cases, refunds will be processed within 3 to 4 business days after refund has been approved and executed.”
refund window: one to three business days
“We will process your cancellation/reschedule request within one to three business days.”
refund window: one to two business days
“Reservations will be confirmed within one to two business days.”
refund window: five to seven business days
“Items will ship within five to seven business days (excludes holidays and weekends).”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-21.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 105 negative reviews that received a public reply, the median wait was 2.6 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 105 company replies to negative reviews analysed, 65% engaged with the specific problem and 33% were generic templates.
Review provenance: 437 company-invited reviews in the recent window average 4.85★, while 36 organic (uninvited) reviews average 3.75★.
63% of its 419 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 33% of this company’s complaints vs a 19% median across 96 ranked companies in its sector.
Review velocity: 2,558 of this company’s 4,782 Trustpilot reviews (53%) were written in the last 12 months.
What are the most common complaints about US Ghost Adventures?
Other
19 reports · 33% of complaintsfalling“the guide showed up at three minutes before. Then we waited another 15 minutes”
The company replied on 2026-08-27: “Hello, thank you for taking the time to share your detailed feedback. We’re sorry to hear the tour was affected by the traffic noise and delayed start. We understand how frustrating it must have been…”
Our classifier read this reply as a substantive response.
“The smoke bothered my kids.”
The company replied on 2026-08-23: “Hello Saul, thanks for sharing your feedback. We're sorry the cigar smoke affected your kids’ experience, especially after the guide addressed the issue. We’ll share this feedback with our team. We…”
Our classifier read this reply as a substantive response.
“the guide abruptly told only the three of us that the tour was over”
Not as described
18 reports · 32% of complaintsrising since 2026-06“Pay top dollar and get a crappy tour from some guy/gal that answered an ad and got hired without any vetting whatsoever.”
1 reader marked this review helpful on Trustpilot.
“The guide didn't meet us because they booked us on the wrong tour and refused to refund us.”
The company replied on 2025-10-22: “Hi, Veronica! Thank you for bringing this to our attention, and we’re truly sorry for the booking confusion and the lack of proper follow-up. We understand how disappointing it must have been to miss…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Upon researching, we found some stories were false.”
Refund refused
8 reports · 14% of complaintssteady“They cancelled on us last minute and wont offer a refund”
“have not received any response from management, after several calls and emails, other than a text saying there would be no refund.”
The company replied on 2025-11-04: “Hi, Francis! We’re so sorry to hear about your experience and the unprofessional behavior you described. That is extremely concerning and not reflective of our standards or expectations for any of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The guide didn't meet us because they booked us on the wrong tour and refused to refund us.”
The company replied on 2025-10-22: “Hi, Veronica! Thank you for bringing this to our attention, and we’re truly sorry for the booking confusion and the lack of proper follow-up. We understand how disappointing it must have been to miss…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
5 reports · 9% of complaintsfalling“Pay top dollar and get a crappy tour from some guy/gal that answered an ad and got hired without any vetting whatsoever.”
1 reader marked this review helpful on Trustpilot.
“Total waste of time and money”
“He told us a lot about Jerry Springer, provided relationship advice on dealing with women, talked about Minecraft and zombies, but little in the way of ghosts.”
Poor core service
4 reports · 7% of complaintssteady“His voice was monotone and he was very hard to hear”
The company replied on 2026-08-21: “Hello Linda, thank you for sharing your feedback. We’re glad to hear you found your guide to be a nice and kind person, but we’re sorry the presentation made it difficult to enjoy the tour. We…”
Our classifier read this reply as a template response.
“difficult to hear what she was saying, so I missed a lot”
The company replied on 2026-06-01: “We’re sorry to hear the tour didn’t run smoothly and that a combination of timing delays, weather conditions, and audio issues affected your overall experience. We understand how important it is for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“the guide. seemed really nervous. And as if she didn’t know very much”
The company replied on 2026-06-01: “Hi, Hailey! We’re sorry to hear the Tarpon Springs tour didn’t feel as cohesive or engaging as anticipated, particularly with the mix of content and pacing throughout the experience. We understand…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
4 reports · 7% of complaintsfalling“have not received any response from management, after several calls and emails, other than a text saying there would be no refund.”
The company replied on 2025-11-04: “Hi, Francis! We’re so sorry to hear about your experience and the unprofessional behavior you described. That is extremely concerning and not reflective of our standards or expectations for any of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Also, don't bother emailing that email address they keep giving out here. They don't reply back.”
The company replied on 2026-07-12: “Hello JJ, thank you for sharing your feedback. We’re sorry to hear your Bradenton tour was so disappointing that you chose to leave early. It’s unfortunate to hear this did not meet your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I sent an email about it and never got a response”
The company replied on 2026-05-06: “Hi Missy, thank you for bringing this to our attention. Our Guest Relations manager would like to know which contact you emailed, as we don't have an email from you--however, we completely understand…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.