Reservations and Tickets
Q: How much does the tour cost?
A: Tickets are $13/person for anyone 13 or older. Children ages 8-12 are $7. The tour is not recommended for children under the age of 8. We are not able to accept credit cards or checks. However, the hotel has an ATM in the lobby.
Q: How do I make a reservation?
A: Use the "Contact Us" page, on this site. It's available 24/7. During season, we respond to reservation requests within 48 hours. Off season, we are not currently able to give tours.
Q: How do I pick up my tickets?
A: Tour personnel will be available inside of the hotel. There, you will be required to sign a liability waiver before you may purchase your tickets. We are only able to accept cash, which can be paid on site. You will then be told the name of your tour guide and where your tour will begin.
Q: Why do I have to sign a liability waiver?
A: The Hotel San Carlos does not operate the ghost tours. We are given permission to tour areas that are normally off limits to the public, even to hotel guests, under the condition that waivers are signed in advance.
Every person 18 or older needs to sign the "Standard Waiver," prior to exploring the hotel. Every person under 18 needs to sign the "Parental Waiver" and have his/her legal guardian sign it, as well. Both forms can be found on the "Waivers" tab. If printed and signed prior to the tour, guests will be able to skip the waiver line and head straight to check-in. Names must be printed and legibly signed.
Q: Should I tip the tour guide at the end of the tour?
A: Feel free! Tips are accepted and appreciated, but not required. Generally, people tip $3-5, depending upon their enjoyment of the tour and the number in their party.
Q: What time does the tour begin?
A: Tour times vary. Please see the schedule and your confirmation letter, if you are not sure of your start time. Reservations are required. Visit our "Tour Schedule" page to find the time/date that works best for you. Plan to arrive 20 minutes prior to the start of your tour.
Q: Are private tours available?
A: Private tours are not currently available.
Q: I have to cancel a reservation. What should I do?
A: Please send an e-mail to orbdodger@aol.com, with as much advance notice as possible. People who make reservations, but don't cancel and don't attend the tour may not be given reservations in the future.
Q: Is there any way to get a spot on a sold out tour?
A: Sometimes cancellations are made by people who have reserved tickets. Feel free to call on the morning of the tour, to see if any slots have opened up. Office hours begin at 10 a.m. If we do not answer, please leave your name, the desired tour time and date, your e-mail address, cell phone number, and the number of people above and below the age of 13 in your party.
Due to the high volume of requests, we will only be able to return your call if something opens up. If we can't talk directly to you when we attempt to call, we will move to the next name on the Wait List.
Hotel Details
Q: Where is the Hotel San Carlos?
A: The hotel is located at 202 N. Central Avenue, Phoenix, AZ (Click here for a map), on the northwest corner of Central Avenue and Monroe. The hotel is located across the street from the Chase Building, the tallest building in Phoenix.
Q: Where should I park?
A: Tour guests are not able to use the valet parking service at the Hotel San Carlos unless they are also spending the night. The hotel does not have a parking lot, so please arrive at least 20 minutes early, to find a space.
Street parking is metered until 8:00 p.m. Parking garages in the area vary. Some lots are unmanned, so bring dollar bills. There are several lots close to the hotel, including a $5 lot located at 2nd Avenue and Van Buren (enter from Van Buren), and a $3 lot, located at 5th Avenue and Monroe. This information is current at the time of writing, but Ghosts of Phoenix does not guarantee pricing, hours, or availability of these lots.
The light rail now stops 1 block north of the hotel, at Central and Van Buren. Those who don't wish to hassle with driving and parking downtown may want to check the Valley Metro schedule at www.valleymetro.org.
Q: If I'm not able to reach you, should I call the hotel?
A: No. They are not involved in the operations of Ghosts of Phoenix. They cannot take reservations for our ghost tours and will simply direct you back to us.
Tour Details
Q: Are there physical requirements to take this tour?
A: This is a walking tour. You must be able to walk for at least an hour and navigate stairs. Due to its historic status, the hotel has some areas (included in the tour) that are not handicap accessible. There will generally be at least 2 flights of stairs to climb on this tour. Please wear sensible shoes.
Q: What ages are allowed on the tour?
A: You must be 18 years of age to make a reservation. For pricing purposes, anyone 13 years or older is considered an adult. However, children 8-12 are also welcome. In fact, some of the spirits in the hotel are more active when children are in the vicinity.
Anyone under the age of 18 must be accompanied by a parent or legal guardian. We do not recommend bringing children under the age of 8.
This tour is geared toward adults, rather than young children. It's not a traditional Halloween activity, with costumes, make-up, or games. So it does not always hold the attention of young children. Also, the history shared on the tour may not be suitable. If your child is under the age of 8, we recommend getting a babysitter, so that you and others may enjoy the tour without distractions.
Q: Are we allowed to take pictures?
A: Absolutely! We recommend digital cameras because you can take several pictures and share them with others on the tour, but bring whatever you have. Bring extra batteries, too! Many times, cameras run through more power than usual, during the tour. Cameras have shut themselves off or refused to take photos in certain rooms. We can't guarantee that it will happen to you, but you'll never know if you don't bring a camera!
Q: Where does the tour start?
A: Tour personnel will be available inside of the hotel. There, you will be required to sign a liability waiver before you purchase your tickets. When you are assigned a guide, you will be told where to wait.
Please do not approach the Front Desk, unless you'd like to book a room. The Hotel San Carlos is open for business and we don't want to interfere or get in the way of guests. If you're able to be spontaneous, though, the hotel frequently offers great last-minute rates to people on the tour who decide to make a night of it!
Q: Am I allowed to bring something to eat or drink on the tour?
A: Sorry. Food or drinks are NOT allowed on the tour. It is important to keep the hotel trash-free.
Q: Has anyone ever been kicked off of the tour?
A: Yes. We reserve the right to remove guests from the tour if they are not following the rules and regulations established by the Hotel San Carlos and/or Ghosts of Phoenix. No money will be refunded.
Possible reasons to be removed from the tour include but are not limited to;
- being inebriated or otherwise under the influence of drugs,
- being disruptive, rude, or disrespectful to hotel patrons, tour guests, or anyone else,
- causing physical damage to the hotel or any other person,
- being unwilling to stay with the group,
or
- eating or drinking on the tour.
We hate to disappoint anybody. However, an uncooperative guest can ruin the experience for everyone else on the tour. Bad behavior can also jeopardize our contract with the hotel. Crowd management is part of our job. Without it, we will not be allowed to show you around. So, we take it seriously!