I booked our tours with Gray Line both to the Everglades and Key West through the Go City pass I purchased. They came and picked us up conveniently from our hotel in South Beach. I thoroughly enjoyed both of the trips. The bus on the trip to Key West was not as comfortable as the brand new seeming double-decker bus that took us to the Everglades but all in all it was an excellent experience that both my daughters and I really enjoyed ourselves. The bus driver was EXCELLENT on the way to the Everglades and back. He acted as our guide while we were there at Everglades Holiday Park. He was super helpful and kind going the extra mile to make sure my kids and I were able to get our pictures retaken and picked up after a technical glitch on the parks side. The trip to Key West was also staffed by some incredibly helpful and polite people. Our tour guide was Thamara and SHE WAS WONDERFUL!!! Super helpful, super knowledgeable, super attenuative, super polite and she spoke 3-4 languages. I was so impressed by her professionalism. I read through the other review and have to admit, if there were issues before with this company, they have fixed them. I had a flawless and amazingly fun experience with them. I will absolutely book with them again in the future. read more

Booked this tour through a Costco excursion. The bus is uncomfortable, the employees are rude until they ask for a tip. After the boat ride, the rude bus driver claimed he is not our ride back to the hotel, but turns out he was. When I called the company, it was confirmed the green bus called Key West Express that left us was our ride back. I ended up having to pay uber $29 to take us back to the hotel. Fly by night company. read more

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It's not what you paid for, it's not clean, it's all day long to night time in a most uncomfortable bus. From hotel we were advised : 6 am Please stand on the outside of the main entrance of the hotel. You will see a big bus with big letters on the side that say "Key West Express". If you need to park your car, please arrive earlier, you can pay a fee directly at the front desk of the hotel. What actually happened was an unmarked van pulled up with foreign speaking man with a red polo of key west tours, who could not tell you where he was taking you. The van was dirty, seats were dirty, crumbs everywhere, no seat belts, oil change needed and tire pressure low and broken windshield and driving up to Miami from Fort Lauderdale to catch the bus which was traveling around getting customers from this tour. Finally getting on the actual bus, you find old old dirty narrow seat bus, not the high end coach tour you are expecting . No outlet to charge your phone. Seats are hard and very very used. It's narrow and uncomfortable. If the person in front of you reclines the seat you are literally locked into your seat by only 5 inches to get out. This bus is old, antiquated and the ride is hard, uncomfortable. Don't use the restroom hold it until we get to a stop, or only go pee in the restroom because they don't put chemicals in it. The bus has too much fabreeze which gives you a headache. What else are they masking. I would tell everyone I knew Not to ever use Miami gray line or the key west tours. You are locked and stuck all day with this bus and the ride . Congested traffic makes this even worse of an experience. Bring Tylenol. read more

This is the most dishonest company I've dealt with in a long time. 0 stars if possible. They were supposed to be our transfer from Miami International Airport to our hotel for our baby moon 3/3 at 8 PM; we called them before we flew out at 8AM, left a voicemail with my phone number on it. Our flight took off on time, but due to weather issues in the air, our flight was delayed. We then go to the baggage claim as directed, with no driver in sight. We called again twice at night, with voicemails left and no one there to pick us up. We were forced to rent a car and take the extra expense of parking at the hotel, more than a $300 expense. My pregnant wife was standing around an extra 2 hours as we waited for the car. We called Costco to lodge our complaint, and they informed us that Grey Line never received a call from us. Here are the screenshots to prove that the calls were made. They also said that a driver was there until 9:30 - not one soul in sight had a Costco sign at Carousel 6, nor outside, which were the instructions provided as well. It is absolutely disgusting and revolting that not only would someone fail to perform a service, but with such easily confirmable information, lie about it too. Don't waste your money, time, breathe, or modicum of trust and faith on this company. read more

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Gray Line was booked for us through Costco to take us from airport to hotel and vice versa. Both times they no showed even though we confirmed the previous day. Even when calling their phone number, either no one is available to answer or the person on the phone is not competent. Had to take Uber both times. I hope Costco drops this vendor. read more

Such a shady business. Avoid them at all costs. We were supposed to be picked up in Miami at midnight, got off the flight, and they were no where to be found. We called them (twice actually) 24 hours before to confirm. Called them several times at the airport and ended up getting our own $75 Uber. We were going to have them still take us back to the airport at the end of our trip but decided not to risk them flaking again so cancelled. Dude still showed up- either to have some BS story to tell or because he spoke broken english. Denied a refund even though they provided literally nothing to us. Garbage organization. Do not book this with Costco or otherwise! read more

First of all, I applaud our 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), but also kept everyone calm when our bus died. Our driver also kept us safe and handled 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 the way back to the group. No one was there to direct and help at the mall; 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 12:30ish, and then had gelato for a snack later--very good, and that snack pointed us to a sushi and grouper fish for dinner across from gelato. I wish I had ordered the grouper. My sushi was not very good and the ginger palate cleanser tasted terrible. 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 "re-circ wasn't working," whatever that means. I think, "It doesn't flush" would have been clearer. LOL. After 37 years, I still don't speak engineer. 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....you get it. All in all, Lily, our driver, Heather, and Woody made the time at Key West memorable. 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 exciting time. For about $75pp it was a safe, sensible way to do the tour. A car would take half the time, stopped where you want, but have a giant, expensive parking problem on the little isle. Maybe ride sharing an Uber could work? It's 155 miles from Miami, so my guess is that 4 people could ride-share for about double the bus fare, with way more efficiency and control. 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. read more

My husband and I booked this because we do an airboat tour in the Everglades and the millionaire cruise. While we enjoyed both excursions, I would 100% recommend booking them on your own and not through this company. Communication is terrible, and logistics were a nightmare. When we first arrived to the biscayne market, we couldn't find where to board our bus. There was no sign, and when we stopped at the Island Queen booth (where we were told to go) she told us she didn't know. We had to call the main Miami Gray Line office to figure it out, which took 10+minutes. Then, after our Everglades adventure, no one told us where to pick up our cruise. We were on the bus for more than two hours because the driver chose to drive past the port to drop people off in their south beach hotels. He kept breaking and gassing, creating a whiplash effect .. again, for two hours. When we arrived back at the port, we went back to the island queen booth. The woman told us my name wasn't in the system. Again, we called Miami Gray Line again AND texted Víator. The lady from Miami Gray Line mentioned that the driver should have told us where to go. Clearly he didn't (reminder: incredibly unpleasant drive). It took her 25+ minutes to figure it out (she kept telling me to find Terry -- how am I supposed to know who Terry is??) Meanwhile Víator texted us back with the address we were already at??? And said Miami Gray Line sent me an email?? The address is for Biscayne Market, which has 4-5 cruise lines housed there. We were never told which we'd be on. Finally, the Miami Gray Line told us to GO BACK TO ISLAND QUEEN. The girl there finally scanned our ticket and we were able to board. Víator was ZERO HELP. It was also downpouring during this. We got the feeling they were trying to rip people off -- most people would not have gone through what we did to get on the cruise. They would have either left or bought another ticket. Again, the excursions were cool, just save yourself the hassle and book a rental car to go to Everglades Holiday Park and buy your own boat cruise. read more

Ahead of my recent trip to Miami, FL I purchased a Little Havana food bus tour through TicketsatWork.com that utilized Gray Line Miami. I would NOT recommend. From the directions we received from Gray Line Miami once we booked, I found it antiquated that I had to send a confirmation email to the company 48 hours in advance to re-confirm my booking. Also it was not super clear where the pickup location was as there were 2 different addresses listed in the information they provided. It's like they want to confuse you so you're not in the right place at the right time to be picked up. My friend and I arrived at 12:15 with a pickup time of 12:30. We waited at the Tower Theater for an hour past the designated pickup time, but a bus never appeared. I called Gray Line Miami at 12:30pm and was placed on hold for 5 minutes and then hung up on. I called back at 12:36pm and the girl told me they were trying to locate the driver. At 1:00pm I called back again. After being on hold for 12 minutes they claimed that I had missed the bus and they were not going to come back to pick us up. I'm not sure how that could be possible when we were at the pickup location 15 minutes early. I asked if they would give me a refund and they told me it was non-refundable. Luckily TicketatWork is a reputable company that quickly refunded my money. read more

my worst tour experience be careful never book with gray line sincerely I did not listen and see the negative opinions of others. the bus driver was too arrogant, rude and careless following a delay due to the cruise of the boat and what I found more serious is the fact that this driver told me that it is not without problem and that we can leave by uber or other what a disaster read more

Do not use this company! They took my $350. and NEVER showed up to my son's graduation!! I'm still waiting for a refund

If I could rate this as less than one star, I would. In advance of winter break, we booked a City Tour of Miami bus tour with Gray Lines Whenever we travel, we take city tours to learn more about the city, it's history & various neighborhoods.  This was not that kind of tour.  Then again, if your idea of a guided tour is someone driving the bus while you watch the view (via the highway for 25% of the trip), then perhaps you'd like this tour.  This tour came specially equipped with the driver of an open-top double decker bus who drove us around the city with a tour guide whom we couldn't hear on the poor speaker system. Please learn from our mistake and do not spend your hard-earned money with Gray Lines as it's a tourist trap.  Our specific experience included: - LOUD double decker bus with open top & limited indoor seating on the first level (which was enclosed and the view would have been poor through the grimy/cloudy windows).  Since the tour included driving on the highway to get to places, there was additional sound from other trucks & cars - The speaker system was so poor that even the people sitting next to it couldn't hear what the tour guide said (in either Spanish or English) - On the very few occasions we could hear the tour guide, she told us the name of a building or a district but that was it - she shared no history whatsoever. - The bus made a brief stop in the Wynwood neighborhood for a bathroom break which many people appreciated (this is obviously not a complaint)  - The bus stopped a second time in Little Havana in front of La Esquina de La Fama, a restaurant the tour guide said served authentic Cuban food and amazing mojitos.  The tour guide told us we had limited time until we had to hop back on the bus so feeling rushed, we went into the recommended restaurant.  Once seated, we were immediately assaulted by the loud music of a live musician playing in this tiny restaurant - the volume was deafening.  We should have left but we had two hungry teenage boys so we opted to stay - and did I mention we had limited time until we had to hop back on the bus?!  My husband and I split a Cuban sandwich and Mojito, both of which were flavorless.  At $15, the mojito was the ultimate rip off.  (Their twist on the drink was it had a potion-like smoke coming from what appeared to be a broken white Lifesaver candy at the bottom of the glass).  - Just before our order, arrived, we noticed the tour guide was helping serve the food.  Clearly, she had a financial incentive to steer the bus patrons to La Esquina de La Fama restaurant - an incentive she neglected to disclose before we got off the bus. Then again, perhaps she did and we just couldn't hear her announce it over the bus speaker system (wink, wink). read more

We purchased a Costco package that included transportation to and from the airport through Gray Line. The email stated that the driver would be holding a sign that said "Costco" on it within the baggage claim area. After about 30 minutes of waiting and looking around for said driver with said sign, I decided to give up. I attempted to call the office but it was closed. Thankfully ride services like Uber and Lyft exist, otherwise I would have had to enjoy a metered ride to the hotel. My girlfriend called the office the next day only to be told that the driver was there, and that he even sent a picture of himself waiting. Instead of standing around taking selfies, he should have called us (assuming he was already there). Surprisingly they fulfilled their obligation to take us to the airport. We got in contact with Costco in order to obtain a partial refund. I hope Costco avoids this company in the future. I personally will avoid anything with Gray Line attached to it. read more

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.. Update: we called costco to get a refund for the transfer as the hotel suggested. Guess what? The agent told my husband that gray line tour told her that they were there to pick us up but no one showed so they left. We have so many witnesses and hotel surveillance camera to prove this is a 100%lie!! We even had a long conversation with the valet parking person since he saw us waiting for over an hour. We tipped him when we got lyft since he was so helpful. Since gray line denied what they failed, costco is giving us refund in cash card thru costco. This company is very unprofessional and all they do is a lie. read more

We just did the Key West day trip and this was amazing! Our tour guide was so awesome and funny. We decided no to do the added tours in key west and just walked to everything. 6 hours was plenty of time to spend at the Keys. The key largo stop in the morning was cool, had we known we wouldn't have eaten breakfast. We had such an amazing time and it was our first trip to the Keys. We already told all our family about it and my parents are planning to do this trip when they're here on vacation in a couple of months. read more

We went on the Big Bus Tours here in Miami which is run by Gray Line. I want to make it clear that I'm not talking about all Gray Line tours but just the Big Bus Tour. These are the red double decker tour buses. It was the worst tour I have ever been on. The driver of the bus was rude. The tour guide was openly bored, complained about being tired and how he just wanted to go home. At one point he was talking and just stopped and said "F*ck it". We paid $117 for this?? Should have gone on the Duck Tours!! read more

Did the day trip to Key West which I booked through TripAdvisor and I got what I wanted out of it, which was a ride to Key West. Knowing what I know now if that's all I wanted I could have used other services such as GoBuses for lot less $$$. However, if you're looking to do any excursions or tours while in Key West perhaps this is useful since they offer discounts if you sign up in the bus. The bus itself was decent, picked me up in front of my hotel. Guide was friendly and informative. Arrived in Key West about noon and left at 6pm which was enough time to do what you want. read more

If I could give 0 stars, I would! We were going from our hotel to the Dolphin Mall. Our driver on both legs of our round trip was named Juan. During just one of the legs of our trip he proceeded to 1. Make/take multiple phone calls on his cell phone not utilizing a hands free device. 2. Make transactions on his computer and even counted out change to a passenger whom he allowed to ride on the steps of the shuttle...twice. 3. Started to write a note on the back of the aforementioned receipt at which point I implored him to stop because it was not safe and my 3 year old was riding with us. Horrible behavior from a company who is meant to protect the safety of their passengers. Do not patronize this company since this is their standard. read more

9:30 pick up time scheduled in my hotel and no Shuttle. I call them @ 9:45 told it is on its way. Call again @ 10am Natalie is checking and HANGS UP ON ME. Call back three times straight to voice mail. Had to call Travelocity to arrange and resolve half hour later. Natalie claims that "there was a mistake and we were not on the pickup list" completely false and unprofessional, if that was the case she could have indicated hat @ 9:45am when we first spoke. An hour lost of my vacation, bad experience and complete unprofessional behavior. Book at your own risk! read more

First and foremost I want to say that these companies need to STOP being greedy and scamming customers out of their hard earned money. They have no remorse and will not accept their mistakes. I booked a trip to Key West for my girlfriends bday with this company several days before the departure date. I canceled it online the exact day after I booked it due to my girlfriend not being comfortable wort parasailing. I did not receive a cancellation email therefore I assumed that I was good. I re-booked another tour through a different company because I'm still learning all of this booking stuff. Evidently they didn't cancel my tour because they showed up to pick us up from our hotel on Sept. 4. It didn't dawn on me that we were on the wrong bus until the correct tour guide called my phone that morning while we were on the bus that I canceled. They pulled over and allowed us to get on the correct bus. When I asked the guide about my refund she shrugged her shoulders as of saying she didn't know if I'd get it back or not. Fast forwarding my call to customer service. They notified me that we were considered a NO SHOW! How is that possible when they picked us up?! This is disgusting and I'm highly disappointed because I've booked events and activities through Viator. This is very dishonest business. read more

I signed up for the Everglades tour with the alligators and bus bus ride was too long. The bus goes from hotel to hotel picking everyone up and it look forever. My group was about the 3 group picked up and then we spent at least another hour and a half on the bus picking up people until we got to the dolphin mall. Then we had to transfer to another bus to go another twenty minutes until we arrived at the Everglades. The everglades tour was great and very interesting because it wasn't through gray line. On the bus ride back we got off at the first hotel and took a taxi back to our hotel because we didn't want to be on the bus another hour and a half. When we first called gray line I talked to them and they said that it was a cheaper way and the bus ride was only going to be about a half hour. They straight up lied to me to get my money and waste my time. They also lied saying there was tons mosquitos there for that they can force us to buy little bottles of bus spray for ten dollars. It's a complete rip off. Also I think it's $75 per person and there was 5 in my group and it's not worth the money. I strongly suggest getting a uber and buying a ticket there. It's a lot cheaper and faster. Please don't use this and waste your time and money. read more

I attended the country music at Grande Ole Opry Concert House 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 to my hotel. 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. I did not have to go through this confusion and raise my blood pressure. read more

I would give 0 stars, if I could. Horrible company! No customer service at all! Liars, especially manager Aisha! Our Costco travel package included private transfers from and to the airport. We didn't need to go back to the airport, but needed a ride to Miami Port. Before booking a trip I called Gray Line Miami to check if they could give us a ride to the Port instead of the airport. The guy on the phone said "no problem". So we booked the trip. 48 hrs prior to transfers we called Gray Line Miami to confirm the rides, but found out they won't do the transfer to Miami Port saying the guy who told us "no problem" before was new and didn't know. Had to contact Costco to fix it. Costco confirmed our transfers for us, but for some reason our pick up time to Miami Port was at 10:15 am, but we needed to be there only around 1:15 pm. Who needs 3 hrs to get from our hotel to the port. It was only 9 miles away and took 20 minutes. So the night before transfer to the Port we called Gray Line Miami to reschedule pickup time to noon. The operator changed it and I asked her if I needed any confirmation number or something. She said no. Next morning at 10 am we got a phone call from hotel's front desk saying our ride was there. I talked to driver and he contacted the Gray Line. Manager Aisha called as back saying they didn't have any notes about changing pickup time. I told her exact time when I called them the day before and asked her to check recorded conversation (there is a recorded message saying all conversations maybe recorded and if you are not agree just hang up). She said there wasn't any records of my phone call at all and they didn't have a driver for us at noon. I said I didn't care and I had to have a ride at noon. She said no. I called Costco and complained. So we decided to use Uber. At noon we came down to hotel front door to wait for Uber car and one guy came to me asking if we are the ones going to Miami Port. I asked him if he was with Uber (I haven't received any information from Uber about our driver at that moment yet). He said he was from Gray Line. Oops! Nobody even let us know he was coming. Very smart move! Aisha covered her b...t. This way she could claim as "no show" and collect her money. Costco needs to switch this company. They don't even provide transfers by themselves. Both our transfers were provided by two different outsource transportation companies. read more

This "transportation service" is awful. They claim they are taking you to the mall, they make 10-15 stops before you get there, the driver barely speaks English and they don't inform you prior to loading the bus that there are several stops along the way. Then they only transport 4 or so times per day. It should never take 1 hour and a half to go 7 miles up the road nor should you pick up more than 3-6 hotels in one route. Worst experience ever will never get back on their bus again!!!! We were in the bus for almost two hours just to go to the mall that's ridiculous. Awful customer service. read more

We had signed up and paid in advance to do a tour of Biscayne Bay and the Everglades. The bus arrived late to begin with. Then once we were in, we were not greeted or even explained what was gonna happen. We sat and waited as the driver was completely distracted and speaking on the phone... he was so distracted that he kept stopping at green lights and driving less than 10mph the entire time. He missed his stop multiple times and had to drive us in circles to figure it out. No explanation of the tour or anything. My husband and I decided that if this was the driver that would take us on the long haul drive to Everglades we were not safe and it would take a ridiculous amount of time so we had to end the trip for our own safety as the driver was practicing distracted and dangerous driving, his assistant would not even correct him as he would make dangerous or overly slow maneuvers as both were engrossed in conversation in another language while ignoring the passengers. Terrible one hour being dragged around feeling like hostages. We will be asking for a refund. read more

We did the Gray Line alligator tour. There are about an hours worth of pickups in the morning which made me car sick with all the turns and loops we made. When we finally got to the alligator park the tour was lackluster and the airboat ride wasn't as exciting as one would have expected. Not something I would do again through them. read more

Very much wish I could give zero stars. This was a complete rip off. They misrepresented the tour at every turn and the whole entire thing was a complete and utter expensive waste of time. We will never get those hours back but save yours. We went on the alligator tour. I asked on the phone if it was the tour I was looking for and they said yes which was a lie. I asked how long the drive and she said 45-60 minutes which did not include over an hour of pick ups all through Miami. They took us to an airboat that was laughable. We learned nothing, saw nothing. Save your money and time. read more

Customer service was some of the best in Miami. On the phone, Melissa was so kind and helpful. She made us feel like VIP guests and assured us that we would be taken care of on our excursion of the Everglades. The bus driver was more friendly than any of the other drivers we met. Our tour guide was excellent. Although we didn't see many alligators, we had a great time enjoying the boat ride and the beautiful scenery read more

Totally disappointed.....my friend planned a birthday trip for me and her to take the GrayLine Miami Tour bus down to Key West. She had the email confirmation from Nadia stating to arrive at Bayside by 7:15. We parked at 6:43 and waited there for almost two hours. We made several calls to the number but they were not available...after 8 am we got through and was told the bus left at 7:30. We told them no bus was there from Gray Line we were then disconnected. After a 4th call back we were told that the reservation was cancelled because the Groupon code was not provided (however we had the email confirmation in hand) then we were told that there was no bus tour for that day. Long story short I will never use this company for anything. We were lied to. Great way to handle customers. On the other hand the I will be using the Blue Excursion bus tours next time. That bus showed up on time, had people packed and ready and the bus was clean. The staff even assisted me...... read more

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. read more

DO NOT DO THIS!!!!!! This was the absolute WORST experience I have ever had in my life. We paid $100 a seat for the day trip to Key West. After picking us up almost an hour late, we got on the "charter bus" to find the absolute most disgusting bus I have ever seen. The smell alone was enough to make you want to vomit!! Not to mention the guide was speaking both English and Spanish nonstop through loud, broken speakers that made horrible screeching noises the whole time she talked. The bathroom on the bus had clearly not been cleaned before we got on and every time the door opened I thought we were going to pass out. We stopped for a bathroom and food break after being on the bus for about 30 minutes and we were so disgusted and nauseas that we didn't even get back on the bus, but called Enterprise to come pick us up and rent a car so that we could continue to Key West. The car rental was less than $100 for the whole car, which would have saved us huge money, and Gray Lines refused to refund us our money despite the fact that their bus was unsuitable to ride in for 3 1/2 hours. Save yourself time, money, and patience and just drive your own car or rent one... by the time we even got out of Miami we could've already been half way down the Keys anyways!! read more

Gray Line Miami - The "charter bus" with crusty, uncomfortable seats that smelt like diarrhea . - Tours Near Me - Miami, Florida

Did the Gray Line tour from Miami to Key West for the day. Driver and guide picked us up at the hotel as promised about 6:40am. Drive to Key West was smooth and comfortable. The guide gave a lot of info on the areas we passed as well. They did sell tours on the bus for when we arrived but they were not pushy. We chose to do the day on our own. The ride back was smooth except the ac did not seem to be blowing very well. It was a long hot day and I would have been more comfortable with it blowing more but the rest of the bus seemed to be fine. I would definitely recommend this tour! read more

We initially were looking to book a Air Boat tour of the Everglades since we had never seen it first hand. I came across Viator (and Gray Line Miami the transportation partner) after a Google search for Everglade Air Boat tours. The entire experience was a complete and utter nightmare! DO NOT UNDER ANY CIRCUMSTANCES BOOK WITH THIS COMPANY!!!!! First, the advertisement states they will pick you up at your hotel and they provide a list of participating hotels. They also allow for you to enter the name of the your specific hotel if it is not listed. We did so, including the Name, Address and Telephone number of the hotel we were staying at. Needless to say they did not pick us up "at our hotel". We were told to be at a downtown Miami hotel at 10:15am via a confirmation email. We were staying near the airport, this is about a 20 min ride into downtown traffic. And this is where the real problems began. They did not show up at 10:15am and when we called to find out what had happened, the lady who answered the phone stated our pick up time was 2:15pm that afternoon. I attempted to explain to her that we had a confirmation email, sent by them, stating 10:15am and we were here waiting. In not as many words, she said no, 2:15pm and there is nothing that will change about that. She goes on to state that there is no way I had a confirmation stating 10:15am, no way. Understand that I am looking at this confirmation as the we are talking. Rather than argue I requested a refund and thought it would be better to just cut and run at this point. Which turns out would have been a very wise decision. She stated no refund would be issued and there is no recourse to get one and no way we can cancel after booking. So we were forced to pass the time waiting for our "pick up" to arrive. Fast forward to 2:15pm when the bus finally arrives to pick us up. The bus driver, who was an extremely rude individual, puts his stamp on this horrible experience. We were traveling with 2 small children, who travel free, and because they didn't pay, do not get a seat on this bus and must ride on a parents lap. The bus driver, who is a driver for Gray Line Miami, a company subcontracted for transportation by these morons, began to shout from the front of the bus, to our party which was sitting towards the back of the bus. Shouting rudely at the top of his lungs, above the noise on the bus, screaming to get the kids out of the seats they need to be occupied by paying customers. Really?? Had I known this and is how they would have treated us, I would have paid for the kids as adults and saved the headaches and embarrassment of being yelled at like a middle school child on the way to school. Needless to say the bus was overcrowded, overbooked, and very unsafe. Also important to note was the trip was about 45 mins to the air boat location and the driver exceeding posted speed limits most of the way and no seat belts. Not at all safe. Upon arrival and boarding the air boat ride, which we were already thinking was not a good idea at all, we were finally off to see the Everglades. The entire ride was all of 30 mins at most and we saw very little of the spectacle that should have been. We spent more time on the bus being treated like children then actually enjoying the activity we signed up for. Again, NOT WORTH any of the hassle. Additionally, had all the prior stuff not happened, we would still have been disappointed in the short ride we got. No wild life, no explanation of where we were or what we were seeing, really nothing. They have a show and museum at the end after the air boat ride. The alligators looked almost dead, and the museum was a complete joke. I could put something like this together in a few hours in my garage. I could go on and on about this, but suffice it to say, DO NOT under any circumstance book with these folks. They are awful and simply after your money, once they get it, they are all about getting rid of you. BEWARE !!!!!!!! read more