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My husband and I booked our hotel transfers through Cheaptickets which uses GrayLine as the local representative in Cancun. We did not find a rep. Holding a sign as we exited the airport. We hunted and hunted and had two other transfer company reps help us to find the Gray Line rep. After 25 minutes, we finally found the rep out in the parking area (not by the airport exit). We then pointed out the 15 minute guarantee on our voucher. Which did clearly state AFTER we checked in with a Gray Line rep. Then we waited another 20 minutes for our transportation to our Resort. Two Gray Line vehicles came, but we were told they were not for us. Before our transportation arrived, the rep told us that when we confirmed our departure on Wednesday for our Thursday departure, that the rep would credit our credit card the $62.00 for our transfers. We called on Wednesday to schedule our pickup time. We were then told he could not refund our money. Also we had a very difficult time scheduling with Gray Line in Cancun as the number that the rep put on our departure pamphlet did not work in Cancun. The hotel operator finally found a local Gray Line number and connected us with them. We were pleased that our departure was much more pleasant than our arrival as the driver did arrive at the resort at the promised time. Your guarantee was for the full refund of $62.00 and should be honored.
After sending this to Gray Line Customer Service. I was told they do not offer the guarantee if the plane arrives early or late. So if you don't land at the exact time, their guarantee is not valid, however this is not written on the guarantee.
We will never book our Cancun transfers with Gray Line again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Grey Line Tours suck... They do not follow through on transactions. F*ck Grey Line and F*ck Mexico!
Beware people!
We booked cancun trip(11/10-11/15) through Orbitz...recommended Gray line Airport/hotel transport...arrival to canun airport no problem.limou. waiting for us(2), rose given to my wife.At the hotel I inquired about greyline to confirm return day&fl.time at courtesy desk.somebody there told me that the Rep.for gr.ln. not at the desk.So I left a note...returned back every day twice..no luck till the day before departure at last there is a person behind the desk.Vrey rude, hostile attitude when I talked about my repeated attempts claiming tha I should've shown at the day of arrival 5pm. at the desk, , dont know why!probably he promoting some trips or merchandise..that we wer'nt interested in.Then came the main issue Re.confirming transp. for cancun airport...he will try to ?accomodate us..but no guarantee because of that...the thing that outraged me &I left the desk in anger..till A decent lady emerged from a nearby office accompanied me she called Grey Line office?Headquarter (George) confirmed the reservation&advised me to file this complaint . Day of departure..delay of arrival for the limo.!driver miscommunicated..thought we stayed atRoyal Solaris not Grand S.! W.F.Aziz-clearwater Fl.
We booked all our travel through a travel agent who used Gray Line/ Mayaland tours. They were actually good for us on the arrival; however, the pickup was a huge mess and they were very rude about everything. We used a travel agent so we wouldnt have to worry about anything since we were going there for a wedding. Our documents said to confirm 24 hours before arrival and departure pickups. Even though we got an email from our travel agent stating she confirmed, we still called 24 hours ahead (to Mexico). Also, when they pick you up from the airport, they get your departure information right then so they can be prepared for your pickup later that week. Even then, 24 hours before our departure, we went to their rep (Manuel) at our resort to confirm our pickup. Our names were not on the list and he belittled us for not coming sooner...even though they got all our information for departure at our arrival pickup, travel agent confirmed everything, and I had called Mexico with all our information. I had confirmed everything 3 times and somehow we were still not on the list. Manuel called his manager and eventually got our information and scheduled us a pickup with the rest of the wedding party. However, Manuel was very rude and had lots of unnecessary comments. He also was very rude to the rest of the wedding crew because they all waited until 24 hours to confirm as well. Thank goodness I had him write the time for pickup and ref. #...because on pickup day, they said we were an hour late for our pickup...ugggg! Since I had Manuel's writing on our Mayaland info sheet they were able to get us a pickup but what a crazy mess when you are just trying to get home. I would not suggest working with this company if you have to deal with Manuel. He is very unhelpful and unpleasant.