Customer Service FAQs
"Do you have Parking and if so, is it free?"
YES WE DO HAVE FREE PARKING. IT IS A RIGHT HAND TURN INTO MCWILLIAMS ST AND THEN A LEFT HAND TURN INTO THE PARKING LOT (IT IS A DEAD END LOT). IF THAT AREA IS FULL, WE DO HAVE ADDITIONAL PARKING AT THE CASHMAN LOT ADJACENT TO THE MUSEUM.
"How many people can your event space hold?"
The North Gallery would be ideal for smaller day-time catered receptions (up to 70 guests), and the Main Collection can hold up to 200 seated guests.
"If I buy a Membership, can I just enter the Museum any time?"
No. Members are subject to current availability. To see your benefits, please login into your Membership account on the website, or call the Membership desk at (702) 387-6366, ext. 136.
What is a secondary place to view availability for today other than QuickSale?
Product Catalog
"Me and my new bride want to come down and take some quick photos in the Boneyard. Can you help us with that?"
If you’d like to purchase tickets to visit the Neon Museum and post a few casual still, phone snapshots on your YouTube, blog or social channels, that is totally fine, as long as you are willing to follow the Visitor Photography Policy (cameras and video/audio recording are not allowed during regular visits).
In order to bring a camera or shoot video, you would need to book a private shoot or enjoy one of our many Portrait Hour sessions available throughout the month listed on our website. Simply click on the 'VISIT' tab, go to 'PHOTO OPPERTUNITIES' and select the option that best fits your needs.
OUR HOURS DO CHANGE SEASONALLY. CURRENTLY WE ARE OPEN FROM 2PM - 10PM 7 DAYS A WEEK.
GA IS FROM 2PM WITH LAST ADMISSION AT 4PM. THEN GUIDED TOURS START AT 5PM AND END AT 9PM. OUR BRILLIANT!JACKPOT TOURS ARE AT 7PM, 8PM AND THE LAST TOUR IS AT 9PM.
"Do you have January 20th, 2024 available for our small Wedding and catered reception?"
The best way to reach out to our Events team directly to discuss availability, is to go to our website (Neonmuseum.org) click on 'VISIT' and then click on 'PLAN YOUR EVENT'. Choose if you would like to use our Outdoor Events Area, our North Gallery or select the Sweetheart Wedding package. At the bottom of the page, click on the Neon Museum Online Inquiry Form and fill it out. Once received our Events team will respond to you within 3-5 business days to get the process started.
What is the difference between a GA and a Benefactor Pass?
GA passes are for our Memberships Sahara up to Silver Slipper and are only allowed into GA time slots.
Benefactor passes are for all of our offerings and for Memberships Stardust- Vegas Club.
Once the order has been pulled up, what is the first step in refunding or completing an exchange in Tessitura?
*Go to Subline Items / Select all or specific tickets that will be returned
*Hit the Return button at the bottom of the page.
*Select 'OK'
"Hi there, I am coming today for general admission, and I want to bring my GoPro. Is that ok?"
We always encourage the use of personal phones or tablets to get a few snapshots of yourself and your group during your visits, however, we do not permit the use of professional cameras or even GoPros during normal visits. To find a time for portrait hours and photo walks, go to the 'VISIT' tab on our website, select 'PHOTO OPPERTUNITIES' and choose from the 3 options available for photographers.
"What is the Museums for All discount?"
The program you are referring to known as "Museums for All" , it allows a cardholder- EBT/SNAP/ WIC to purchase up to 4 tickets total at the discounted price of $3 per ticket -per day. We do accept cards from any of the U.S. states. You would just need to show your state ID and EBT/SNAP/WIC card at check in to keep that discount.
"Can I bring my own caterer for the event? My Aunt makes the most amazing food!"
You must use one of our caterers for food and beverage, but you are more than welcome to source other vendors on your own (décor, furniture, AV, etc.).
The name of a Membership that offers free admission for 2 cardholders, 2 additional guests, 50% off of 2 guests, 2 free GA GUEST passes, and NARM benefits.
Aladdin
True/False: We must add a new constituents name, address, email and phone number to their profile in order to process a new order over the phone.
False!
All that is needed to be added to a constituents profile is their name and email. A phone number is also preferred if possible. An address is helpful but not required.
"Looks like I missed the Portrait Hour that happened yesterday. How often to you offer Portrait Hours and Photo Walks?"
Portrait Hours happen every week and Photo Walks are once a month. Check our calendar of events on the website which are posted 3 months in advance.
"Will you be closing due to the rain tonight?"
OUR TICKETS ARE NON-REFUNDABLE AND NON-TRANSFERRABLE. HOWEVER, WE WILL BE MONITORING THE WEATHER CLOSELY AND WILL BE REACHING OUT TO TICKETHOLDERS FOR THIS EVENING TO OFFER RESCHEDULING OPTIONS BY PHONE AND EMAIL IF THERE ARE ANY WEATHER ISSUES THAT WILL FORCE US TO CLOSE FOR SAFETY PURPOSES.
"Can I speak to someone in your Events department right now?"
Our events team my be setting up for an event now or may possibly be out of the office at the moment. I would be happy to take down you information including your name, date and type of event your looking to book and send them a message right away.
Keep in mind, the best way to reach out to them directly, would be to access the Online Inquiry Form on our website. Click on the 'VISIT' tab>Plan Your Event. This will include information on our offerings and will help our Events team prepare an accurate quote for you based on availability.
"Hi! I am a member of the Peabody Essex Museum here in Salem, MA. They are a member of NARM. Is the Neon Museum a member of NARM as well? How can I reserve my free tickets with you if so?"
Yes! TNM is a member of the North American Reciprocal Membership program. We are able to offer one ticket per named member. “Family benefits” include complimentary tickets for two adults and two children under the age of 18.
Please email a copy of your NARM endorsed membership card, along with your ticket request (SPECIFIC DAY AND TIME/TYPE OF TIX) and phone number, to memberships@neonmuseum.org. We will reserve your tickets and send a confirmation email to you once completed.
What are the 4 steps to assist a guest with a Membership purchase in Tessitura?
1) Pull up the constituent or create a new profile.
2) Add the Membership preference to the cart in QuickSale
3) Go back to Order Details and select the 'Payments' tab (money bag) at the top of the page.
4) Complete purchase using EMV machine.
"My friends and I are in a Band. Can we shoot some quick videos while walking through the Boneyard tonight?"
We don’t allow speaking in front of the camera inside the Museum, during regular visits but you can speak about the Museum out in front of the La Concha (lobby).
In order to bring a camera or shoot video, you would need to book a private shoot. To contact the Film & Photo department directly, please submit the Online Inquiry Form on our website, or email them at photoshoots@neonmuseum.org.
"Do you offer wheelchairs for those that need them?
We do have a guest wheelchair that may be requested at the Front Desk. Please note. it is first-come-first-served.
The Neon Boneyard is accessible in accrdance with ADA requirements. The Neon Boneyard has a fine gravel surface that both powered and manual wheelchairs can easily navigate.
Also, there are benches all along the tour at different spots to utilize if needed along the pathway.
"Can we bring Champagne or a cooler with beer and soda for those in the wedding party?"
You are more than welcome to bring bottled water or a water container (like a Hydroflask) into the Boneyard. However, no other food or beverages are allowed inside the museum. Any other food or drinks need to be dispensed from the caterer on site if one has been reserved.
"Can I give my Neon Museum Membership card to someone else to use?"
No. The The Neon Museum member must be present with their guests at the time of their visit.
What are 3 primary reasons to add a Customer Service Inquiry note (CSI)?
* If a customer calls in to request a refund but, we are unable to accommodate their request.
* An escalated customer shares a complaint or concern that needs to be addressed by management.
*Ticket to donation requests for tax documentation purposes.
I purchased 3 tickets for the upcoming Portrait Hour next week for our engagement photos. But, we do not have a photographer yet. Do you have any recommendations?
Yes! We do have a short preferred list of photographers and videographers we have had the pleasure to work with that we can send you upon request. That said, we cannot speak to their fees or their policies.