Ghost tour company Mystic Nights responds to complaints

With events advertised across multiple counties, Mystic Nights has established a sizeable presence in the ghost-tour market, offering paranormal walks at locations ranging from former asylums and castles to historic towns and estates across the UK.

Although they advertise events from Manchester to Lincolnshire, many of their tours are based in West Yorkshire, where dramatic moorland and eerie local legends set the scene.

Among the company's most prominent locations are Menston, Skipton, Haworth and Hebden Bridge.

Now, the company has rejected criticisms of its tours, saying recent issues stemmed from technical faults with its booking system and communication failures.

The company's response follows enquiries by the Telegraph & Argus after several people raised concerns about events they had booked, including a ghost walk at the former High Royds Asylum site in Menston.

Customers raise concerns

Customers told the T&A they believed tours they booked either did not take place or that organisers were not present at the location where they expected to meet.

One customer claimed a group gathered at the former High Royds site before becoming concerned when no organisers appeared.

Others raised concerns about communication surrounding events, refund requests and subsequent interactions with the company online.

Dispute over High Royds meeting point

A key point of disagreement centres on a High Royds ghost walk held earlier this month.

Customers who spoke to the T&A maintain they attended what they believed to be the correct meeting point and were left waiting.

However, Mystic Nights says updated meeting point instructions were sent to attendees before the event and that the walk proceeded as planned.

The company has since provided screenshots which it says show revised location details being emailed to customers on the afternoon of the event.

Mystic Nights also supplied correspondence which it says shows organisers responding to customers during the walk and offering to collect anyone waiting at the wrong location so they could still join the tour.

Customers who raised concerns dispute that the communications were sufficiently clear and maintain they attended the location they understood to be the meeting point.

Company cites technical faults

In a statement, Mystic Nights acknowledged there had been issues affecting its booking system.

A spokesperson said: "Recently, our website experienced three separate technical faults within the booking system, which unfortunately resulted in a number of lost booking records and communication failures."

The company said the issues had since been resolved and that affected customers had been contacted.

Mystic Nights also said an event in Dunfermline was cancelled following the sudden death of a tour guide.

Refunds and alternative arrangements offered

The company says customers impacted by cancellations or booking issues were given the option of refunds, transfers or alternative dates.

A spokesperson said: "Whenever an event is cancelled or a customer is affected by a technical error on our end, we offer a full refund or the option to transfer to another event."

Mystic Nights has also supplied correspondence which it says demonstrates refunds being processed and goodwill gestures being offered to some customers.