Gray Line Avis 63

We booked a van to transport our family of 6 with 11 pieces of luggage from the airport to our resort, and it was a complete disaster from start to finish. We waited an excruciating hour only to be handed an SUV instead of the van we specifically requested. And guess what? They had the nerve to tell us that they didn’t have a van available. The SUV was cramped and couldn't accommodate our luggage, so we ended up having to hold it all on our laps.

As if that wasn’t bad enough, on our return day, we called to confirm the pickup time, only to be told that the driver had shown up 3 hours earlier than requested and marked us as a no-show. When we explained that the time was wrong, they refused to send another van and left us high and dry, telling us we had to make our own way to the airport.

This has been one of the worst experiences I’ve ever had with a transfer service. The staff were indifferent and uncaring. We discovered that Gray Line Los Cabos barely has any vehicles and relies on private cabs, which means you’ll always be misled about wait times. When things go wrong, their go-to excuse is always that the driver had a problem with the vehicle, and they’ll just send another one.

I will never use Gray Line Los Cabos again and strongly advise against it. If you can, check if your resort offers a shuttle service and pay for that instead. Avoid this company at all costs.

If a product is incorrectly ordered or delivered and you expect to return it DON'T! Shawn Hunt will do everything possible to keep your money up to providing a return address IN ANOTHER STATE THAT DOESN'T EXIST! After providing USAA evidence in the form of emails from Shawn Hunt offering $30.00 if I just keep a $175.00 I can't use, pictures of the unopened package inside the original box and the address that USAA was also able to confirm didn't exist Shawn Hunt/Grayline must've decided to not fight them bec of course the refund was issued minus the completely ridiculous 15% restocking fee. If you don't have USAA or like minded CC company having your back good luck. You've been warned

Went to Los Cabos last week and they customer service is very unprofessional.They take your money to pay for excursions but don’t tell you important things that you should know and they act like they don’t care.They are by far the worst company to deal with. I wouldn’t recommend them to anyone.I advise to go with another company.

Consistently fictitiously advertising "In Stock" status for products that it doesn't have. More expensive than every other alternative. Customer Service honestly could not care less.

Porto - Total rip off!! Avoid at all costs - This is a fraud. €23 con. None of the audio tour worked - after complaining at the start of the journey we were promised a refund if the system didn’t work. The driver was aggressive and unhelpful and kept saying it worked - We offered that he come and try which he refused. This company should be shut down. We will persue this with the main office in Porto and elsewhere - Do not use you have been warned

Un bus sempre pieno e affollato, l’attesa quasi di un’ora, staff sgarbato. Tutto pessimo. Tour a Roma.

Went on a Golden Circle tour in Reykjavik. Very organised pick up and tour was amazing. Michael was an excellent tour guide and so informative. He explained everything as we went along and we even got to feed some lovely Icelandic horses as we had made good time on the tour. Definitely worth it liked the earlier tour time of 10am.

Took their city tour in Porto. It was horrible! The audio never matched the stops. And was badly organized with the actual stop number and the one displayed one the map!

Duane our driver was excellent, went out of his way to be helpful, informative and witty. Tour was excellent and would definitely recommend Grey Line Tours.

Our short Iceland break was made more enjoyable and memorable, especially with Darren our tour guide and Kamil the driver.

Darren did not only share about the Golden Circle which was our tour for the day but also a shared a lot of Icelandic culture. A major plus!

Coach was comfortable; the travel (from pick up from our hotel to going back to Reykjavik) went smoothly.

Thanks so much and job well done!

Completely disappointed and ripped off by this company. Emailed a complaint and no reply.

We were told to be at the bus stop no later than 7am as they leave at 7.15am. Multiple times we were told not to be late as the bus would leave at 7.15am without us if we were at all late.
6.35am we arrived there. We never got on a bus until after 8am, unsure what time it eventually left at all because two people were late, and supposedly didn’t turn up.

After the trip was booked we got a WhatsApp telling us that the Naples part of the trip is cancelled and they would give us 3.30hours at Pompeii instead of the 2 hours.

Sadly we only got the 2 hours and the tour guide was in such a rush we missed so many things to see. This was something I personally wanted to see for over 10 years.
The tour guide spoke 100mph, us and many others couldn’t understand him.

We felt like we were constantly running after the guide as he was extremely quick walking through the place in such a rush.

The hotel they took us to for breakfast that we had to pay for was more than 3x times the price of anything else in Rome. Advising us to eat breakfast which we did, but not saying your getting your lunch in just over an hours time.

Absolutely disappointed in everything from the start to finish in this trip and basically feel it wasn’t worth the money one bit. The fact a part of the trip was cancelled and not rectified and we still got charged the full amount is disgusting.

My trip was to Dubrovnik from Split.
Coach ride to split approx 3.5 hrs leaving at 7am. I was told there would be stops on route but to bring snacks.
Luckily I had a very early breakfast as my pick up was 06.40.
The first stop for toilet breaks was not until after 9am and there were no facilities to buy anything, not even water or coffee, yet we stopped for 20 mins & had passed service areas with drinks & toilets.
On raising this rather than a proper explanation I was informed it would take too long for coffee breaks, even though I was asking about a quick take away area for drinks - that I could drink in 20 mins allotted time?
I was then informed I was being selfish to other travellers for wanting this and given a lecture around coffee not being good for me ………
Next stop Dubrovnik & tour, we were herded of the bus to immediately start the tour after another long 1.5 hr drive & the tour driver would not even wait for me to use the public toilets, asking that I hang on to when he finished?????
I then had to hope I would find the tour who had already moved into Dubrovnik city having started the tour without me…
Like many females, there are u fortunately times we do need to use the toilet for sanitation reasons & this was not even considered & very inconsiderate.
Last stop was for oysters and wine, the emphasis was that we would only stop for this and be quick?
I had to ask, what else we could get and was given a very disgruntled answer that wine would be on one table and oysters on the other, we were not given drinks menu and I had to query if I could get a coffee as I did not want Wine!
The tour itself was good, fellow passengers nice but it was clear the tour guide only wanted to move at his pace to get the tour finished so he could have free time in the city at the beach and free oysters and wine on the way home. I would advise Secret passengers on the tours to ID these issues and put in required customer service training.
I am happy to discuss further.
Regards
Anne

Terrible service.
Buses very packed & infrequent. Not air conned.
Dare not hop off in case next bus full. Had to miss 2 buses for this reason.
Take a private tour or use public transport.

Totally incomprensive with the client.
I came 5 min late yo de date and they dont help me in nothing, i lost muy tour in Roma anda muy 90 eur...

Their literature is misleading- shows helicopter against backdrop of beautifully coloured cannon wall. Paid for trip to canyon floor and boat ride then flight back up
Boat cancelled - nothing offered to substitute (which would have involved helicopter setting down and collection from a point downstream). Flight was short directly to canyon and then down in a pretty bland part of the canyon (nothing like that shown on advertising). About 15-20 mins to take a few pictures - nothing inspiring to see apart from being in a gorge. Then flight back to base - up and out of the gorge and back by most direct route. Having flown on a helicopter and I felt they could have flown along the gorge more - they would have had to to collect us from the non existent boat. And the set down point was pretty uninteresting - you see as much from the rim. OVERALL A WASTE OF MONEY.

We had a really bad experience visiting Yosemite National Park. The tour guide just stop at different locations and ask us to take pictures. He didn't even go down with us. He also left six people from our group at Yosemite because we were late for about 30 mins. I know we should not be late, but no communication was given to let us know the bus has left, not to mention how we can go back to SF. We were left in such a helpless situation and didn't know what to do. All our bags were also left on the bus. The company didn't even contact us about what we should do to get our stuff back. My suggestion never go with this company, try something else.

The tour guide took our seats on the bus and he changed other people’s seats who were sitting as a family together after departing, three affected familIes got very pissed, he made a horrible experience before even the day started ! Just because he wanted to sit there although other seats were available in front. The agency as well didn’t respond properly when we complained 👎

On a 75euro worth trip to Sintra from Lisbon. An incapable guide, a mess on site, groupe completely dispersed so eventually no guidance in the palace itself. very frustrating and unprofessional.

Bought the Woodbury tour.
2023 and they send you "vouchers" that requiere you to call and "converter" into tickets at least a day before your trip.
I have been waiting in line for over 8min, making this international call for no logical reason at all and still don't know if the tickets are ok.
Frustrating for say at least.

Had tour booked today. Forgot to pick us up. Tried to call ahead of departure time. First said they couldn't find our booking. After 30 min said the booking was there but they forgot to collect us. No chance of picking us up again. Very unhelpful. Do not book with them. Lost the opportunity to see the diamond beach and glacier because of them