Gray Line Reviews

Booked a Split to Dubrovnik trip. We left at 7am on a coach for about 3.5 hours and they said there would be stops but to bring snacks. I had an early breakfast before my 6:40am pickup. The first break for restrooms didn't happen until after 9am and there were no shops there, not even for water or coffee, even though we had 20 minutes to spare and passed service stations. When I asked why we couldn't stop somewhere with coffee, they said it would take too long. I just wanted a quick drink I could have in the 20 minutes. They made me feel selfish for asking and lectured me about coffee. After getting to Dubrovnik, they rushed everyone off the bus to start the tour right after another hour and a half drive. The guide wouldn't even give me time to use the public restroom, asking me to wait until he was done. I then had to find the group once we started walking through the city.

Not helpful at all with customers. I showed up 5 minutes late to my booking and they wouldn't assist me. I ended up missing my Rome tour and lost 90 euros.

My tour was scheduled for today but they never showed up to collect us. I tried calling before departure time. First they said they couldn't find my booking. After 30 minutes they admitted it was there but they forgot to pick us up. They wouldn't come get us at all. Very unhelpful service. Don't book with them. We missed out on seeing the glacier and diamond beach because of their mistake.

We took a Lisbon tour yesterday and bought seven tickets. The buses were completely overcrowded. No seats were available so we spent half the ride standing. The ticket agent told us buses would come every 30 minutes. We waited over an hour at one stop even though that wasn't true. When I complained to the ticket office, the staff was dismissive and didn't seem to care at all. Worst city bus tour I've ever been on.

Booked a Plitvice Lakes tour at the Split office and checked in at the meeting point. We asked about switching to a different tour with less travel time and were told no, even though that tour had plenty of open spots. They pointed us to our assigned guide who had over 25 years of experience and explained how great the tour would be. We decided to stick with it. We followed the guide they showed us only to get to the bus and learn she was actually leading a different tour that day and we were on the wrong bus. By the time we got back, the other bus had already departed. We went back to the desk run by one of the staff and asked if we could change tours, switch days, or get our money back. She flat out said no and blamed us for missing the bus. She kept saying 'that guide isn't on the lakes today' even though she had literally walked us over to meet her.

Be careful booking with them. Use an independent tour operator instead. I booked a Yosemite tour online in April and was given a pickup location at a specific corner. Two days before the tour I got an email saying the pickup had changed to a different hotel. I showed up at 5:45am for a 6:00 start at the new location. At 6:30am I got another email asking if I was at a completely different hotel downtown. I replied that I was at the location they told me. It took another half hour for them to respond saying they couldn't reach the driver and would give me a 30 percent discount to reschedule or offer a full refund. Since it was our last full day in the area, we requested the refund. I'm still waiting to get that money back.

Scam alert. Booked tickets for seven people to get to Woodbury NYC but they were using false advertising. I was allowed to book and pay for service they don't actually offer. When we went to the terminal, staff told us they quit running that service six months ago. Had to buy new tickets from the official carrier.

Terrible experience. The website and our email confirmations said they provide infant car seats for tours. We specifically chose them for that reason and didn't bring our own from home. When we got to the airport transfer, there was no car seat. The driver said nobody told him we needed one and wanted us to just hold the baby. I emailed asking them to confirm they had it and they said yes. But the day before our tour, they told us they only had a larger baby seat, not an infant one. We explained it wouldn't work and they refused to get or buy an infant-sized seat even though they advertise them. The big seat they showed us was dirty, smelled like cigarettes, and looked questionable. We had to rent a car instead and drive through snowy Icelandic roads with our baby.

Purchased two sightseeing bus tickets online a month ago for 54 EUR total. Never received any email confirmation with my tickets. Called customer service and they said there were technical issues sending tickets. They told me to email for a refund so I did, attaching payment proof and explaining what happened. Nothing. I followed up with more emails over the next few weeks to two different email addresses they had on their site. Still no response after a month and four emails. It's one thing when something goes wrong with a system, but not getting any answer after paying for something you can't use is completely unacceptable.

Not worth the money at all. They're overpriced and don't even offer family tickets online. We waited forever for a bus (over an hour when they claim it comes every 30 minutes). When it finally showed up, it was already packed. The driver barely said anything and gave almost no real tour commentary. Then we found out too late that you have to get off the bus to pick up a paper ticket even though you already have a QR code on your voucher. Don't bother booking with them.