Gray Line Reviews 

You will not receive the service you order. I ordered private transport, but when we were picked up, the chauffeur also had to pick up another couple up. I've been trying to write to them, but they do not respond to mails.

Book a jeep tour of the Tijuana rainforest in Brazil through gray line and the whole experience was amazing. Our tour guide erika was absolutely fantastic. Great experience all round.

I am awaiting for a refund for a tour that was not reserved for us for the Alcatraz in San Francisco and were emailed to say we could do the city tour and 100 US dollars would be refunded .i have contacted the grayline worldwide to ask for a refund twice last week to get a generic automated email about taking an interest in their tour and someone would deal with it when in fact the email is to do with a refund which the San Francisco grayline have approved .
Very bad service no communication whatsoever I would therefore urge people to not to book with them as you are going to have difficulty in trying to get a refund off them ..A lesson learnt for the future not to use this company again ..
I paid with my credit card and passed the information to them to chase up the money now .

For the past 3 weeks, I have been talking to Expedia to get a refund since the tour was cancelled by Grayline SFO (note: Grayline SFO initiated the cancellation although I still wanted to go). I feel that the refund request is legitimate because I'm not supposed to pay something that service provider cannot deliver. However, Expedia informed me that Gray Line SFO denied to refund request:

"We have advocated your case with the provider and due to their policy in relation to your reason in requesting refund on your reservation, they have unfortunately denied your request. According to the provider, the voucher was used and you have check in for the activity."

The reason given totally doesn't make sense as I could NOT use the voucher or check-in because Grayline SFO canceled the tour due to Yosemite Forrest fire and I could NOT join the tour. I also made a phone call to confirm on 13 Aug that Grayline SFO decided NOT to travel to Yosemite. In Grayline SFO's e-mail on 11 Aug, it says

"At this time Gray Line will not travel to Yosemite National park until further notice due to the fires.
Please inform Expedia for a refund or to book another tour with Gray Line tours of San Francisco."

I was supposed to go on a tour in July but was never picked up. They claim I should have called and would have found out that the pickup time was 30 min earlier than the time shown on the ticket. They refuse to give any refund now. I was robbed of 115 CAD !

With reference to buy bill no. 1924679, paid 400USD, dated 5 August 2018, New York City.

I bought 2 days Hop On Hop Off sightseeing in New York today, as first day experience I had been very furious with bad service and very rude Gray Line tour guide.

I was traveling with kids and adults (60+ ages), we ended our day trip at Central Park, we had long walk to find Gray Line stop in order to catch it back to our hotels at 32th, 5th Avenue. We were told by a red polo Gray Line guy to catch at 47th, therefore we joined a long line (approximately 30minutes) waiting for getting on the double deck bus.

After we get on, I asked a women who was a tour guide on that bus, to know if this bus would stop at 5th Avenue or not, she answered me “yes, but why you will get off at the next station, as this the night tour. You totally mess my life! How many people in your family” and I said “8” , she said “you totally mess up my life, you better get off the bus”. How could she was so rude to me and in front of many other travelers on the bus!

I told her “you couldn’t say that to me because this is Hop On Hop Off and I have full right to get on and off at any of your stops, she said “yes, but you are not nice!”

She is very very bad person, I have no idea how could she represent Gray Line or this is indeed Gray Line culture!!

This is very selfish to kick out customer (olds and kids) in order to full seats of their night tour.

I still have one more day sightseeing with Gray Line but I really cannot use their terrible services all my whole life. This is disgusting agency!!! I promise myself that I will never use any of Gray Line services and I will tell the world of my today terrible experience.

Not impressed! I am being very generous giving a two star rating. We had taken the "Big Bus" (another bus tour company) earlier in the week and liked them very much. Our last day in New York City we just wanted to do a little sightseeing and do a hop-on hop-off at a couple of the areas we hadn't seen (like the Fulton Fish Market and the Brooklyn Bridge) and decided to give the Gray Line downtown tour a try. No live tour guide when on the bus - just a lousy recording that was reversed and played over two to three times when the location of the bus didn't line up with what was being said, .....and the ear phones were terrible. The bus looked like it hadn't been cleaned all day. We got off and did some walking in the areas we wanted to see, then went to one of the stops later (near the Fulton Market) to resume the tour. We waited well over half an hour for our bus while their competitors busses picked up people every few minutes. When we got on (we had to sit below - another dirty bus) it had started to rain a bit and the ceiling was leaking over the passengers - my wife being one of them. The air conditioning also had to be turned off making it hot and stuffy as the bus began overheating. We got off before the last stop because we couldn't stand it any more. I would not recommend this company to anyone! They have to smarten up and get their act together! Never again with Gray Line!

Grayline – New York downton tour Aug 10th 4pm
I got on the bus with my wife and 2 kids and went upstairs. One of my kids was crying.
The host, a Sr named “Joe” said that my son was disturbing and that if he did not “shut up” he would call the police to get me off the bus. In addition, he said that my son could not be in my lap (he is 2 years old and it is a gray line policy that children under 3 years old have to be on the lap).
I was able to calm my son and I went downstairs to speak with this man, informing him that I had found his posture rude. He said: “I know as.sholes like you. I don’t care about what you are thinking”.
I decide to not discuss with him and he did not gave me his full name (I photographed him if you require).
I want to do this formal complaint because this posture is unacceptable, and this disturbed man cannot continue working in this function with direct interaction with the public and I strongly recommend that you do what is necessary to not lose more customers, as one you has already lost. I will never use GrayLine again.

It is expensive compared what you get. The grand circle Tour is just long because you wait a long time at each stop 8-11. Earphones work perfect.