Reviews of Gray Line Miami (Travel Agency)

Johanna Reyes

Best customer service.

C L

DO NOT USE GRAY LINE. The worst tour ride I have ever used. We were told the bus ride would take around 45 minutes, and it actually took 2.5 hours. Will never be using gray line again and will be telling everyone I know to not do business with them. Horrible experience.

Moritz Salomon

(Translated by Google) Great, the Go Miami Card I can only recommend (Original) Super, die Go Miami Card kann ich nur empfehlen

Alessandro Formisano

Need to improve customer care! We reserved an Everglades tour with this company mainly as they offer a pick up service at the hotel. We had a first tray on a Sunday morning in April but then discovered that it was not possible to reach the hotel due to a local event (I guess programmed well in advance!). Then we postponed the tour to the next tuesday afternoon, and again they came up saying the the pick up place was another one, without saying anything, Eventually, we had to cancel the tour, after loosing two days out of our vacation!

One Angry Momma

Booked through the hotel concierge. Took our money but then never bothered to show up at the pick up point. Wasted more than half a day in Miami just trying to get a refund. Total lack of customer service, nobody available with any authority to process a refund, etc. This company should be investigated for fraud.

Eun Back

We booked thru costco travel and this was our private transfer from and to the airport. For going back, we called to confirm pick up 48hours prior to the flight and here we are waiting and no one shows up or calls us. We kept calling on our phone and couldn't even get a hold of anyone, keep leaving a voice mail amd no one calls back so we had to ask our hotel to help. The hotel told us that we will have to call uber or lyft then request refund thru costco. They also said they are switching the transfer company since this has been issues with many. I really dont write any google review but this is ridiculous that I had to tell ya not to mess up with them. Sigh..

Marjorie Stradinger

First of all, I applaud our Key West tour guide, Lily (Amarillis), who not only went to heroic ends (like picking us up at our hotel when we had forgotten to confirm our reservation, and keeping everyone calm when our bus died), and our driver, who kept us safe in some difficult moments. Our bus died an hour into our tour, to be exact, at The Intercontinental Hotel pick up spot around 7:30am. This meant we didn't have the 6 hour transportation time intermission at Key Largo for breakfast, which I was really excited about doing, and instead, waited for a replacement bus,then stopped at a little mall, fast food cofee and breakfast sandwich area. It was okay. I would have rather waited until 9:30am, and would have preferred a rest room area that wasn't panic-inducing to find, and then further panic-inducing finding my way back to the group. No one there to direct and help at the mall, and I am sure Lily was busy getting us back on track and arranging stuff. That said, the bus ride was fine, mostly comfortable, but very long. When we arrived, Lily made sure everyone had the extra touring they wanted--parasailing, scuba diving, boat tours, city tours. We selected Hop on, Hop Off, $35 pp, at Lily's strong recommendation--saying the hot, humid Key West climate wouldn't be good for walking in late November. It was 85 degrees; the humidity wasn't terrible; we could have easily walked the small town area where all of the main attractions were. But the $70 tour, with our HOHO guide, Heather, was fun, and we spent a 90 minute ride getting a grasp of the whole island. Nice. We won't need to do that again. And, the $70 included a $10 pp admission to the Hemingway Rum Distillery, which, I have to say, was the highlight of our tour. Woody was a great tour guide. We loved seeing how rum was made, tasting it, and getting a history and insight in Ernest Hemingway's life and adventures. We had a seafood appetizer platter when we arrived at 9:30ish, and then had gelato for a snack--very good, and sushi and fish for dinner across from gelato. The ride back was very, very long. We were supposed to be back around 9:00pm but arrived back at our hotel at 10:30. I guess the worst part, and the reason for 3 stars and not 4, was the bathroom on the bus. My husband happens to have expertise in bus, train, and plane bathrooms--having been in vacuum sewage engineering for almost a decade--and he said the "recirc wasn't working," whatever that means. I think, "It doesn't flush" would have been clearer. lol. Anyway, 12 hours on buses without facilities in good condition is not a fun time. Plus someone dropped the TP and it was soaked--so.... Lily, our driver, Heather, and Woody made the time at Key West memorable. But, Key West is not really about being West, as we think--it is actually a translation of Spanish meaning Isle of Bones. Well-named, because it seems a skeleton on its former glory, mostly a tourist trap with some fun things to do. We didn't parasail or scuba--so those folks might have had a more memorable time. For about $75pp it was a safe, sensible way to do the tour. A car would take half the time, stop where you want, but have a giant parking problem on the little isle. Maybe ride sharing an Uber could work?? It is 155 miles from Miami, so my guess is that 4 people could ride-share for about double the bus fare, but way more efficiently and stop where you wish. Obviously, self-driving is most convenient. Parking is about $25-$30 per day, but they say hard to get. And you would want to park and leave it, not use it to go and stop around town.

Mercedes Martin

(Translated by Google) They are unpresentable. They work through other agencies like ceetiz and if something happens they are not responsible for anything. They don't pick up the phone, they don't answer mail. I have paid a trip to Bahamas that canceled it due to bad weather and does not return my money. Do not hire them. It is the worst company in this sector and by far (Original) Son unos impresentables. Trabajan a traves de otras agencias como ceetiz y si pasa algo no se responsabilizan de nada. No cogen el tfno, no contestan mail. He pagado una excursion a bahamas que la cancelaron por mal tiempo y no me devuelven el dinero. No contrateis con ellos. Es la peor empresa de este sector y con diferencia

AR

(Translated by Google) Excellent museum with incredible views and services (Original) Excelente museo con vistas y servicios increíbles

Sabrina Estefan

It was just OK. I booked a day trip to Key West w/ a snorkling tour in Groupon. Came to find out in the bus that if you buy it separately it is cheaper...so already from the get go they cheat customers. I never received pick up location and time...so i called and a rude customer service rep told me to be ready 6.50 am. Bus came 7.15 am. The ride to Key West takes over 4 hrs... the bus' bathroom didnt have paper or running water or hand sanitizer. The tour guide, Marlene, was nice...althought she was talking about some passengers with the driver. The ride back home took forever..almost 6 hours... it was too much...2 hrs going around dropping people off. Key West was nice...snorkling tour also just OK.

Maximilian Zuther

(Translated by Google) Good service and friendly staff. The tours are worthwhile for tourists of all ages and are not overpriced. (Original) Guter Service und freundliche Mitarbeiter. Die Touren lohnen sich für Touristen allen Alters und sind auch nicht überteuert.

Pamela Valette

Paid for a Ft Lauderdale pick-up for a tour of Key-West which was actually in Dania Beach for on the ride home to be left in Aventura as they felt our drop-off was out of their way! Then they didn't reply to ANY of my emails explaining how leaving 2 women in the middle of nowhere because they didn't want to make the extra 10-15 min drive was unacceptable and not even apology. I paid extra to be dropped off closer to home and still had to uber from the non-designated drop off.

Stephanie Rojas

i have never been to miami before and i never expected to have so much fun and meet so many incredible people. we took an entire tour of the city of miami and then went on the biscayne boat tour.... highly recommend it! all my questions were answered before the tour as well.

Grégoire Villers

Booked a trip to the Everglades departing from a hotel resort in North Beach, Miami. At first, we couldn't find the right entrance of the hotel where the meeting point was, I thought they had my phone number but they actually never had it and NEVER called me to find me after the departure time. I had to struggle through the Gray Line hotline, which did not help because no one EVER picked up the phone. Although, when my travel agent called, they replied after two ringtones... You can see where their priorities are. The second time we went on the bus at the right entrance, the driver was not even speaking english or a very little. I guess his spanish was very approximate as well. We left at 09:20 am and had to stop at every other hotels on the list to pick up all the customers. Besides, the driver had a really unconventional way of driving : he was going all the way up and down on the avenues, turned and went back on the same avenues but a bit farther and then did the same thing again. This happened for each stop, we therefore lost at least 45 min/1h instead of going straight from A point to B point to get everyone and then leave for the Everglades. Finally, the driver was very unprofessional and didn't warn us with his micro for the stops, the schedule and the leaving times, anytime. We had to ASK after him so we'd know when to come back to the bus. In conclusion, a very low customer service and an unprofessional staff. Take another bus line if you can.

queenbeaesq .

I have had a horrendous experience. Everything was confirmed. On the day I waited for over an hour for my pick up which never arrived. I called several times, each time leaving voice messages. I emailed too. 24hours later I still have not heard anything back from them. I bought through Expedia who were amazing at me getting my money back, without them I would have had a significant loss

Viviane Reiss

Not good. My sister and I wanted to go the Bahamas day trip and they just told us to bring passports and documents (documents are a huge word, it could be everything). So we are from a different country and when we arrived at the port after the security check-in they didn’t let us through because of the visa. I was calling the company because of a refund, the women was really nice she said she will note it and cancel it but it was out of her control to decide if we could have a refund. I am a student so it is a lot of money for me and I asked even when the whole amount is not possible to get the half. After that they said I have to call the main company, and then they said I have to call a other company. After two weeks trying to get some information, calling almost every day, they say no. I didn’t get any updates or something else, then I asked for maybe a promo code or a Groupon or something. Nothing. That’s really sad, I was really excited about to go to the Bahamas!

Shorty Nix

This place is the worst!!! They told us to meet them at 6 a.m. I was downstairs on time and no bus so I went upstairs to try and call someone. The bus driver came at 6:35 called to the room and left emidiately, I called her and she was very nasty to me and told me to meet her on the street then she was late and we were standing in the street at 7 am waiting. Then the bus air condition broke and it was literally a oven on wheels. Worst ever!!!

kahyla martin

Chers touristes.....fuyiez !! reserve pour un aller retour à 25$ au dolphin mall. Le chauffeur est arrivé en retard au rdv mais bon que cela ne tienne! Il n est jamais venu me récupérer au point de rdv. J ai pourtant contacté le service booking dans l après midi pour confirmer l heure et le lieu de prise de rdv. Je me suis présentée au point de rdv 20 mn avant l heure . Étant en avance j ai patienté tranquillement sauf que le chauffeur n est jamais arrivé et bien sûr le bureau de booking était déjà fermé. Obligé de commander un Uber pour rentrer sur Miami Beach. Après plusieurs appels et mails envoyés, j attends toujours un mail de retour de leur part. Une expérience vraiment horrible! Mais surtout un service client des plus laborieux. C Est une honte de traiter les gens de cette manière. Prenez plutôt exemple sur votre concurrent sawgrass mills shuttle ou les chauffeurs arrivent avant mêmes l’heure de pick up , le shuttle est des plus confortables et surtout ils viennent vous récupérer à l endroit fixe!!! Ne jetez pas votre argent par la fenêtre en réservant chez ces voleurs!!! I booked a dolphin mall shuttle On December 1st and I asked to pick me up at 0735pm at Miami south beach.I contacted you in the noon to confirm my pick up time and the door number. At 0720pm I was at the departure shuttle meeting for waiting for my pick up scheduled at 0745pm. Any drivers came to pick me up so I contacted you but your office was closed . I left you message to inform us that I was still awaiting for the driver. At 0820 still nobody came so I had to order a Uber to come back home. I m so disappointed about this trouble and I can’t understand why nobody emailed or contacted me. I booked a shuttle to avoid taxi charges and I had to pay a Uber .

celia peterson

Cancelled the tour and didn't bother to tell us about it.

JP N

Enjoyed the Everglades tour. Lots of wild alligators and alligators & crocodiles in their shows. If they tell you they want to pick you up from the Bayside Marketplace (401 Biscayne Blvd), don't do it. You have to pay for parking. They stop at the Dolphin Mall and there is free parking there & no hassle of driving in downtown Miami traffic

Mahan Matthew Abbasi

Don't bother with these idiots. Complete and utter fraud. They will lie, cheat and steal! They left us stranded at the hotel. We never even saw them. Lol.

Jessica plesco

Very nice. I got my information wrong and had to reschedule for next day. They were very understanding. Super nice. Got me rescheduled next day no charge.

Sarina Eliyakim

I attended the country music at Grande Ole Opry on 4/9/19 ordering it on the phone. The bus came within the frame time to pick me up at the hotel-designated location. Upon arrival at the event location, the driver told us to wait for driver Brian under the gazebo. There were two and I was waiting under one of them. Then when I realized that other boarding persons were not present, I asked an employee who directed me to the second one. There I consulted the security guy who wrongly told me to go somewhere else to meet the bus. There it was for another company and the driver of that company told me to go backwards and find the bus. At last I found it but I was annoyed to have to go through that ordeal to be able to go back home. I was scared I would have to spend my night at the event location. The driver who dropped us should know that 2 gazebos exist outside the theater and not only one. Miscommunication is not productive.

Séphora Gustin

(Translated by Google) The Key West Tour is a tourist trap for making a huge amount of money on your own by car. The bus has no air conditioning, it is hot and the break is too short for lunch. (Original) L'excursion the key west est un attrape touriste pour gagner énormément d'argent faites le par vos propres moyens en voiture. Le car n'a pas d'air conditionné, il fait mourrant de chaud et la pause est trop courte pour déjeuner.

J. Berkers

Ongelofelijk slechte organisatie! Al twee dagen aan het proberen contact te leggen om de Key West tour te boeken, maar krijg nul reactie!

Sammy NK

Having read bad reviews for this company, we thought we'd take the chance and book their shuttle bus for a round trip from Bayside Marketplace go Dolphin Mall since it was the cheapest price we could find. The driver who picked us up was friendly and helpful but the same can't be said for the second driver. We were told to that the return journey pick-up time was 7.30pm so we waited at the designated waiting area at 7.15pm. We waited for 30 minutes and the shuttle bus still didn't show so we tried to contact Gray Lines office numerous times but it went straight voicemail, advising that the office was closed, despite their website and Google stating that their office wasn't to close until 8pm. Eventually the driver turned up at 7.58pm but he was rude and didn't even acknowledge or apologise for being late.

Fadil Karmally

This is one of the most backwards operated transportation companies I have ever dealt with. Drivers lack common sense. Customer service representatives are not only clueless but also apathetic. Online reservations displayed incorrect information. It is an overall disappointing experience dealing with these people. I created an online reservation for a pickup at a hotel to the Dolphin Mall for 11:30 AM. After waiting for 1/2 an hour we called the company only to find out their actual pickup times are not the same as their online options. Customer service could not careless. I did not have time to wait until their next pickup time, 2 hours later. Who operates a company like this?

Tanya Harvey

Horrible service unless you have nothing else to do. The driver picks up extra fares for cash and drops off like an uber. Took over 2.5 hrs for a 1 hour drive. When we got to gator park we had no time for leisure or eating, just enough time to use the restroom and get a bottle of water. Shame on gator park! Finally got mad on the way back and made him pull over and took an uber. When they advertise 5 hr excursion, know 4 of it is driving. Very disappointing because the transportation consumed so much time. I suggest uber, otherwise there wont be much time left for other attractions in the same day. We were of the first ones picked up at 9am and the last ones dropped off nearing 2:30pm. The tour was roughly an hour so the bus option was very disappointing.

Anthony Palmer

Not sure

Dennis Engel

Dont book Grey Line Shuttle to a Outlet!!!!! -.- Grey Line hat uns bisher noch nicht enttäuscht. Das komplette Angebot der Hop - On Hop -Off Busse ist super und auch die Angestellten sind freundlich und geben auf unterhaltsame Art und Weise interessante Informationen über die jeweiligen Sehenswürdigkeiten weiter. Nur hier in Miami klappt dies überhaupt nicht!!! Heutiges Ziel war das Dolphins Outlet Center. Wir haben unsere Tickets direkt über die Grey Line Website gekauft, hat auch wunderbar funktioniert. Heute morgen war der Bus, welcher uns abholen sollte, eine halbe Stunde zu spät, was vorkommen kann. ABER dass man bei der Rückfahrt vier Stunden einplanen muss, wurde uns nicht mitgeteilt. Nach einer kleinen Rundfahrt durch Miami (ca. 2 Stunden) erreichten wir das Outlet. Unser Einkauf war geplant und sollte nicht allzulange dauern. Um 14:30 Uhr wollten wir wieder zurück zu unserem Hotel. Zwei Busse standen auch schon parat! Der erste Busfahrer sagte uns, dass dies nicht seine Route wäre. Als wir den zweiten fragten, zeigte er nur auf den wegfahrenden ersten Bus. Da wir im Urlaub sind, dachten wir ok, take it easy und aßen ein Eis. Um 15:45 Uhr kam der nächste Bus. Dieser Herr sagte uns, dass der nächste Bus für diese Region erst um kurz vor 18 Uhr kommen würde. Darauf hin haben wir ein Taxi genommen (60$), da uns unsere Urlaubszeit dafür doch etwas zu schade war. Bisher noch keine Reaktion der Betreiber, warten wir es ab.... -.-

Fırat Dayanıklı

Paid Online for Private transfer form The AirPort to my hotel in mismiş BEACH No body picked us up I caller to let them Know that I was out of the customs area they Nev'ler returned back I complained the next day they ignored they are dishonest robbers

Cheerise Moore

Received confirmation via email so didn't think I had to do anything else. Been in Miami by the bayside flags since 645, no bus. I call and finally got through, I was then lied to. I was told the bus left at 730, then I was told I didn't provide all the info needed to confirm the reservation, then finally Nadia Franco said that there wasn't a bus scheduled today for Key West. Totally ruined my birthday plans, I will never use this company again!

Varduhi Petrosyan

The bus never showed up and they didn't pick up the phone for an hour. They then denied that the bus didn't show up

Shana Harper

Haven't even started the tour and already I am very disappointed. When I arrived at bayside for the tour there was no sign or office to welcome you , check in, and make sure you're in the right place. I had to call 3 times to get help finding the bus. Walking around bayside at 8 am when the location is cosed and deserted was extremely irritating with 3 children. It would have been nice for the company to have at least a sign. To add more disappointment they showed up with a different bus not the open double decker we were excited about. Not worth the cheaper discount I received from groupon. 1 hour later.....my kids and I are on the bus and after an hour of driving around with no information from the driver we are all desperately ready to leave and go on big bus tours instead. The driver hasn't even told us where we are going or where we are currently. He's has been completely silent this whole hour and if this is the tour it is really boring and not even worth paying money.

Ani Petrosyan

Awful company. Had a Everglades tour booked for pick up at 10:15. Was waiting since 10:00 AM at the pickup that we confirmed was correct the night before and the bus never showed up. We thought it was just late, but at 10:45 began to think something was wrong. Tried calling their number and they do not answer calls. Called at least 20 times to finally get someone on the phone who tried to deny that we didn't get picked up..on top of that, they refused to refund our Everglades trip that they NEVER PICKED US UP FOR. Awful experience, would not recommend this company to anyone.

Raidel Viera

(Translated by Google) Spectacular place (Original) Espectacular lugar

Jackie Rosavel

Little late, but great none the less

SHOBHANA MERCHANT

Hi, booked a day trip to Keywest from Miami on 19 June 2019 with my family. The aircon on the bus is not working on the return journey and all the passengers are stuffy and sweating. Spoke to tour guide Marilyn and customer service who were of no help. Essentially this is just a company which provides transport to and fro from Keywest to Miami. You have to purchase all other tours separately. Will not recommend this at all.

Truth Hertz

I had an AMAZING experience in Key West and in Miami Everglades! Everyone at Miami Gray Lines Miami was super helpful and very nice. Will do a tour again soon!!!!

Danny Oh

Wish I could give them a zero. Gray Line Tours was suppose to pick us up from our Hotel and drop us off at the airport. I called a head to schedule. The driver NEVER CAME. They also did not pick up their phone. I had to ask the Hotel Front desk for help and they called a manager's direct line. They said they could not pick us up and said to take a Uber, also, to get a refund through Costco. So I call Costco to get a refund. Costco calls Gray Line Tours and lies to them saying WE were late for the pick up and the driver just left but the driver NEVER ARRIVED! All the Hotels are starting to stop using them as a service so you should too. Be very careful.

Claire moreton

Took the tour to the Everglades and Alligator park. The tour was so rushed had we not of been first in the queue to hold the Alligator we would of missed the return!! Tour guide was shouting at us from the bus and pumping the horn to get back in ( there were six guests including us in total!) VERY rude and extremely disappointing - no time to use the bathroom or go to the shop - considering the price I would not recommend - find another tour that allows more time!!

Vilma Lardy

I frequently visit Miami and always travel by shuttle services. I had a 10.50 am pick up at the scheduled Chevron gas station next door to the Fairfield Inn & Suites, because the road to the hotel was under construction. The company had me waiting in the scorching sun for more than 40 minutes. I saw 2 Gray line shuttles passing me by without even slowing down. When the hotel phoned the company, their excuse was that "the first shuttle was full and couldn't stop". Which was obviously not true because I saw the shuttle pull into the driveway of the Marriott/Courtyard next door. And the second shuttle didn't stop "because the driver didn't see anyone standing at the gas station". How could he? He didn't even slow down at the gas station. I have never had such an experience with any shuttle services in Miami before. GRAY LINE MIAMI is the worst shuttle service ever!

Lori Haskell

Terrible communication and customer service. Tour was rushed and was not enjoyable at all. I was solo and had to call to find out what time I was to be picked up from my hotel. I was out waiting 10 minutes before I needed to be. My phone rings and the wanted to know where I was. He was super early and had to swing back around to get me. Then we arrived late to the Everglades tour, were rushed through, had no time to eat. From there is was taken to my Biscayne Bay cruise tour for which they had to call the ship to wait because we were almost late for that too. Then the driver gave me a pickup time. I hadn’t eaten and had an hour to grab a quick bite before boarding the shuttle back to the hotel. At least that’s what I thought. I’m sitting there waiting for my food and my phone rings. It was the tour company. I answered and nobody was there so I called back. They said the driver was waiting for me. I ate my food as fast as I could. I only ate a few bites. I chased down the waitress. And ran to the shuttle. He was pulling away as I was flagging him down. I called the company back and they said that there was nothing they could do. So, my phone was about dead but I did manage to have enough juice to call for an Uber pickup. I would not recommend this company at all. They underestimate how long the tours take, rushing you around like cattle and leaving not an ounce of time to eat. I was gone from 8:10 am until 4:30 pm. What tour leaves no time for eating or hydrating in the heat of Miami? Sad solo experience.

Deepthi Menon

Please do not ride this bus if you want to comfortably ride to Key West. I booked ticket for my parents, my daughter and myself for a snorkeling trip to Key West from Miami. Our hotel was last pickup point so when we get in the bus almost all seats were occupied and we wanted to sit together for a 4 hour ride so we were forced to sit in the last row. After bumpy and noisy three hours we decided that on our way back we will not sit on the last row. Then there goes the tour guide telling everyone that the seats are fixed now and we have to sit on the last row. How is that fair? Either you assign seat nos or have first come first serve both ways? We had booked our tickets several days back, why not assign seats? After 500+ $ I atleast expect comfortable seats. Assign seat nos or ask groups to sit together so everyone can be together as group rather than each individual from a single group occupying all window seats. The tour guide did not know much and did not have anything unique to share. On way back when getting in bus she looked at me and said "last seat" and that was the last straw. I was not going to sit anywhere else since I did not intend to make a scene but her forcefully putting me and my 60+ year old parents in last row was what irked me. Please use another bus service if you want to enjoy the beautiful scenic drive and be comfortable in 4 hour bus ride. I never write reviews especially bad ones but this one I had to. People deserve to know.

katrina mckenzie

Just as another reviewer mentioned. No double decker bus and confusion about reservations. Very unprofessional service. I don't believe they have a double decker bus. When I asked the driver he said " what". Then called the office and they told him to tell us the double decker bus was broke. Lie. Book with Miami tour company if you want a double decker bus and professional service. Gray line tours had the driver giving the tour and driving. He did the best he could but it would have been better to have a guide and driver. Driver gave facts and was polite but not very entertaining. A very disappointing tour. Would like to do a tour of the Everglades but will not use Gray line tours again.