Gray Line Miami

Haben über TUI einen Trip gebucht und wurden von einem Gray Line Miami Bus vom Hotel abgeholt.

Ganz zu Beginn informierte uns der Busbegleiter, dass wir unbedingt gut was essen/trinken sollen beim stop auf der Reise nach Key West... nicht dass wir liegen bleiben und durst haben.

Auf dem Weg zum Frühstücksstop wurde kräftig Werbung gemacht - unter anderem für einen kostenpflichtigen Hop On Hop Off Bus in Key West (obwohl es dort kostenlose busse gibt die einen auch wunderbar herumfahren - die sind sogar klimatisiert, im Gegensatz zu den hop on hop off dingern die beworben wurden)... und dann waren wir beim Frühstücksstop. Es gab sehr teuer Toast mit ei und kaffee - an der Tafel vom Imbiswagen stand aber kein preis dran, das hat man dann erst am wagen erfahren wenn man in der schlange gestanden hatte. Kurz nach diesem stop ging es vorbei an vielen tollen Essensmöglichkeiten wie Wendys usw, wo wir aber nicht angehalten haben. Die zahlen wohl keine Provision ;)

Kurz nach dem Frühstück ist der Bus dann tatsächlich liegengeblieben.
Wir haben die Info bekommen, dass ein Reifen kaputt sei und dass vermutlich irgendwann ein neuer Bus kommt um uns weiter zu bringen. 2,5 Stunden später ging es dann plötzlich weiter. In der Zwischenzeit haben wir keinerlei Updates bekommen per Ansage und haben auch keinerlei Getränke oder snacks angeboten bekommen.

Die Rückfahrt wurde um 2,5 Stunden verschoben, so dass die ganze gebuchte Zeit vor Ort tatsächlich stattgefunden hat, entsprechend gab es auch keinerlei finanziellen ausgleich vom Veranstalter für die panne und die Wartezeit. TUI hat uns zum Glück etwas erstattet, bekam aber nichts von Gray Line zurück.

Der Bus war nicht gut in Form. Die lichter haben geflackert auf einer Seite, die andere seite leuchtete garnicht. Die Klimaanlage war super dreckig. Und am Ende war der Busbegleiter auch noch beleidigt, dass tief in der Nacht nach so einem problembelasteten Ausflug kaum trinkgeld gegeben wurde an den Fahrer und an ihn.

Wenn der Bus auf einem vernünftigen technischen Stand wäre - und wenn man uns bei der Wartezeit am Straßenrand geupdatet hätte bzw. vielleicht mit trinken wenigstens versorgt hätte, dann wäre auf jeden Fall trotz der Werbung auf der Fahrt und dem komischen Frühstücksstop Trinkgeld für die beiden gekommen. Aber so nicht.

Unser TUI Reiseleiter hat uns allerdings vor dem Ausflug bereits vor der Gesellschaft gewarnt und netterweise auf den Gratis Bus in Key West hingewiesen. So konnten wir bei den werbungen im Bus getrost weghören und die Stadt auf eigene Faust erkunden.

If I could give 0 stars, I would. I am absolutely appalled by the blatant bias and rudeness exhibited by this travel company. My group and I were treated with a level of disrespect that is beyond comprehension. From the moment we engaged with them for my trip from Miami to Key West, it was clear that they had no intention of providing any semblance of customer service. The utter lack of professionalism, combined with their insolent behavior, left me utterly disgusted. They claimed a pickup time of 6:45 AM, but arrived 15 minutes late without even bothering to say sorry. The audacity continued with the guide, who made no effort to give a positive impression when introducing my group and me. I cannot overlook the audacity of their staff, who had the nerve to reprimand us for speaking quietly while the company representative was using a microphone. The height of hypocrisy was reached when, at the end of the trip, without any semblance of courtesy or explanation, they abruptly directed us to board a different bus. Not a single word of apology was uttered for their incompetence and lack of basic respect. This wretched tour company is an embodiment of the worst customer service imaginable, and I wouldn't wish this nightmare upon my worst enemy. Save yourself the frustration and utter disappointment—steer clear of this abominable excuse for a travel company.

This was supposed to be for my birthday. A ride to key west from Miami. The Bus is extremely uncomfortable. It’s not modern. There is no place to charge your phone. You can’t let your seat back because the seats are so tight the person behind you will have their knees in your back. Guillermina was very rude to me. I feel this bus is catered to certain people. Horrible, horrible experience. I would never use gray line Miami again.

Gray Line Bus Tour to Key West can be summed up in two words; Stay Away. Old and worn down busses take you on the nightmare of a lifetime. Broken seats, missing seat rests, disgusting toilets which the tour guide pleads you not to go #2 in, with a non existent and broken AC in the scorching 108 degree Florida weather. Over an hour and a half in what really can be described as unsafe conditions and a lawsuit waiting to happen for this company to insist that they fixed the problem instead of owning up and sending a new bus on the way back. What does the tour guide say to all this? "I'm sweating also, but let's focus on the history of a 1912 bridge." (As the distraction falls on mute ears) Its sad really that in an age of online research that we could be duped to fall for such a company, when Flix bus and Greyhound offer the same prices and you can easily book any of the excursions on your own. Honestly, shame on me for not doing the research.(Fury water sports, 241 Front St.) But also, shame on your Gray Line Tours. Have some respect for yourself, for others and for the situation at hand. We bow down to the mighty dollar and the profit line, ultimately at the expense of the very people loading your pockets. We are 23 minutes into this hellish journey back to Miami, let's see if this weak warm air blowing from the vents causes no harm.

Stay Away, stay far far away .

*** UPDATE 7/3/2023***
They called Go City and were honest about their mistake & requested Go City either refund or extend our passes. We chose to have passes extended for 2 years & are hoping to use them with Gray Lines to allow them the opportunity to make things right, everyone wins. Thank you for calling on our behalf we know this is not the standard & appreciate the extent of customer care that is often not extended in the world we live in.

***7/2/2023***
Beyond irritated!!! We spoke to folks on 3 different occasions over a 2 day period last week, while they seemed nice enough they sent us the wrong pick up information which caused us to miss the tour & we could not get our $$ back, eventhough they took responsibility for sending the wrong information. They offered to rebook for next day but we flew out the next day.

Great experience with Gray Line. I booked my vacation through Costco Vacations and the transportation from airport to hotel (round trip) was included. I called to confirm 48 hours prior to trip as suggested. When I landed I received a text from the driver that he was ready to pick us up once we receive our luggage. Our driver was Fernando. Super friendly, professional and helpful. On the way back Santiago was our driver and we had the same great experience. I would HIGHLY recommend

Loved both my tours I took! I took the Miami city tour with biscayne bay cruise/ celebrity homes as well and their Key west trip.
Miami City Tour + Biscayne Bay cruise: The first morning they were slightly late but that was no bother as I was being picked up at the hotel directly beside mines, as soon as I got on I was given a wristband to identify which exact tour within Miami I was taking as they operate a few, I was directed easily to where I was supposed to head after leaving the transportation bus to join onto my City tour- It was unbelievable they made a few stops in the art district and little havana allowing us to walk around and get the feel of the area, also allowing us to grab food and any drinks from stores or restaurants. The tour was operated in both English and Spanish allowing users of both languages to understand and enjoy our trip as a group! After our city tour we got dropped off at the same location and given simple directions along the pier area to take our Biscayne bay cruise, once onboard we were welcomed and told some safety procedures and continued on with our tour.. They had a bar on board which had a great speciality drink on my behalf as i’m a vodka drinker (hard to get that cheap in the states) The tour took us along the bay and around the islands one being celebrity island the guide told us again in English and Spanish about who is living at these locations and made fun jokes! Similarly with the famous fischer island. We got brillaint views of Downtown miami after leaving these famous islands and more information on the buildings we see. After dock we had around an hourish wait until pick up where I got to chill on one of the public sun beds beside the pier which was nice to pick up some sun, the bus driver eventually called out our last names heading towards our stop back at the hotel! Great day out :))

Key West Trip: This morning they were a lot more punctual and had a few more stops before getting on the road to Key west. The guide again was inclusive to speak both English and Spanish and let us know exactly what was to happen at beginning allowing people to prepare themselves as it is a long day. Once you leave Miami and head on the highway towards the keys you are told we are going to stop at a local diner at one of the first Keys for food to eat (this is bought at your own convenience) the food itself was not brillaint but this is no fault to the Grayline group but allowed us to be full for the next while of driving which definitely helped with the groups spirits i’d say. The way down after food they let us know some local spots to hit up and some tours if we were interested in taking them (bought at your own convenience) They offered discounts on the local buses which was great for those wanting to take them. Personally Key west is small I chose to walk everywhere and had researched spots I wanted to hit up before. Once landing in Key West we were told to take a photo on our smartphone of the pickup location so we do not forget we’re we have to return to by the designated time. They waited an extra 10 minutes after leaving time then we began our journey back to Miami, again bus driver saying names just before the stops so we can get off at our Hotels.

I really enjoyed both days out with this company and wouldn’t hesitate to book with them again. Worth every penny, and it weren’t even that many for the memories! Thank you Grayline Miami