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“Don't book their airport transfer or 'so-called' free sunset cruise”
Review of Gray Line Tours

Gray Line Tours
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Chichen Itza Small-Group Tour with Private Entrance
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Open the Gate to Chichen Itza: Early Access Tour with Private Entrance
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Viator Exclusive: Chichen Itza at Your Own Pace Plus Access to Welcome Suite
Ranked #22 of 131 Transportation in Cancun
Certificate of Excellence
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Owner description: Gray Line Cancun, formerly named Transportes Turisticos Mayaland, is Mexico's premier, oldest touring,transportation and airport transfer company. We operate exclusively our own fleet of Mercedes Benz luxury vehicles . Our guides are the best in the industry We founded Mexico's first school for professional guides back in the 1920's and lead our industry with the finest professionals . We own & operate airport transfers under our Gray Line (R) membership and our own Airport Concierge Service (R) in every major airport in Mexico. We serve the world's top travel entities and on line travel services. 93 years of service are our guaranty for the most professional, safe and fun travel experiences in Mexico.
Level 3 Contributor
14 reviews
common_n_attraction_reviews_1bd8 9 helpful votes
“Don't book their airport transfer or 'so-called' free sunset cruise”
Reviewed May 1, 2013

We booked through orbitz.com for the round-trip airport transfer for $33 US each by Gray Line Cancun and also booked a free sunset cruise offered from the same comapny. We emailed them our itinerary and printed out the vouchers as instructed. We got the email confirmation from Gray line so everything seemed fine and dandy.
Upon arrival, the Gray line representative was there to greet us and told us for our return trip and the free sunset cruise, we had to talk to their representative that will be at the hospitality desk in the hotel the next day. We met the representative the next day and confirmed our return trip to the airport. Our friends had to be at the lobby at 3:50am for their 7 am departure and us at 9:30am for the 12:15 pm departure. We then were told that for our free sunset cruise, there's a $5 harbour fee each which we all agreed to pay for. He also tried to sell us some optional tours which we found to be more expensive than what was offered elsewhere so we turned down the optional tours. Then he told us if we don't purchase the optional tours, we can't get the free sunset cruise. So there goes the 'free' cruise. (Why offer it if there's conditions attached and not mentioned in the offer on the website or voucher?)

Anyway, long story short, since we have already paid for our airport transfer, we expect them to honour our return trip back to the airport. They never showed up to pick my friends up even though they were there at the lobby from 3:40am - 4:30 am. They ended taking a taxi which only cost them $35 US for all 4 of them, way CHEAPER than Gray line that charged $66.

Don't book their airport transfer if you have other option. Not reliable at all.

Visited April 2013
1 Thank Opinionku
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Didsbury, Canada
Level 6 Contributor
80 reviews
37 attraction reviews
common_n_attraction_reviews_1bd8 91 helpful votes
“Good deal for tour packages”
Reviewed April 22, 2013

We did some research online concerning tour deals, before heading to the Riviera Maya for 2 weeks. I booked online with Gray Line tours, as they had the best deal for some of the common tours available. We chose the Combo Saver, and did Chichen Itza ruins, Xel-Ha and Xcaret park. With the upgrade to the Xcaret plus option, the package was about $275 per person, and included a free sunset cruise... much better than most other tour packages for which you'll pay well over $300 for 3 top tours.
Our tours to Chichen Itza and Xel Ha featured pick up at our Riviera Maya resort gate by van, and had only a handful of people. Our Xcaret tour was a bus which came directly into our resort, but given the size of the venue and daily tourist volume, that's not surprising. We had to provide our own transport to Cancun for the sunset cruise, however.
The online representative we dealt with, Susana G., was very accommodating and helpful with our online booking, even when we had to change around the dates later on. We booked the sunset cruise by phone once we arrived at our hotel, and had no issues with meeting them down at the dock.
There was a minor glitch with the AC not working in the van coming back from Chichen Itza, but the drivers were quick with remedying the situation, and found another van with AC to pick us up ASAP at the state border/toll booth.
The bonus sunset cruise was a "booze cruise" - not particularly our thing, but others seemed to enjoy it, despite it essentially being a promotion to encourage the party-goers to head off to another deal at Coco Bongo and another venue. I think we would have preferred the catamaran sail to Isla Mujeres, or a dinner cruise if it had been an option.
As for the other attractions, you can see my reviews for them here on TripAdvisor.

Visited April 2013
Thank Cary F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cincinnati, Ohio
Level 5 Contributor
61 reviews
21 attraction reviews
common_n_attraction_reviews_1bd8 47 helpful votes
“Had to pay $140 extra at airport!”
Reviewed April 6, 2013

We booked Gray Line via Orbitz along with our resort reservation. The private transport seemed like a good price - only $130 round trip. When I received the electronic voucher I noticed it said "hotel zone 1" and that other zones might incur an additional charge. Because our hotel was in Playa del Carmen, I thought uh-oh. So I called Gray Line via their 1-800 # to find out about any extra charge. They assured me that there would be none. However, at the airport, the driver picking us up told us there would $143 extra due, IN CASH ONLY, due to the location of our hotel. I also did not appreciate the call at 7:30 am the next morning from the representative to meet us "to discuss return information" - it was really to try to sell us additional tours in the area. We had provided airline/flight information for the return ahead of time and could have reconfirmed with the drop-off driver without this additional inconvenience. I will say that the drivers were polite, the vans both directions very clean and prompt. They picked us up for the return on time with no issues (althought crazy early - we had 3.5 hours to spare at the airport). But the extra unexpected charge was a really sour start to our vacation. I would not use again.

Visited March 2013
Thank ConnieR60993
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level 4 Contributor
43 reviews
38 attraction reviews
common_n_attraction_reviews_1bd8 33 helpful votes
“YACATAN TOUR 28/02/2013 - 07/032013”
Reviewed March 22, 2013

We the wife and I went on this tour, visiting CHICHEN ITZA, EK BALAM & RIU LARGARTOS (YUCATAN PENNINSULA), MERIDA (CITY OF IZMAL) UXMAL, CAMPECHE, KABAH AND TULUM, also stopping at different markets, churches, seeing different cultures and how they lived. The tours of the archaeological sites were second to none, absolutely fantastic, what we did have was an excellent tour guide (ROBERTO) who was very knowledgeable and very friendly. We Stayed at one hotel for three days and another for four days, The accommodation at these two places were fine, food lovely, staff very friendly. We found the touring between sites relaxing having an excellent and safe driver (FIDEL BACA). We would certainly recommend this tour.

Visited March 2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
chichenuxmal, Owner at Gray Line Tours, responded to this review, December 20, 2014
Thanks for touring with us !
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brewer, Maine
Level 2 Contributor
6 reviews
common_n_attraction_reviews_1bd8 16 helpful votes
“don't use gray line tours”
Reviewed March 21, 2013

We booked our shuttle to our resort and back with Gray Line Tours. We had to wait quite a long time and watch many people that arrived after we did be shuttled by Gray LIne, before we got to go to our hotel. For our trip back to the hotel, they arranged a pick up time for us, and came and left the hotel, before the pick up time. We were out front 15 minutes before the pick up time and were told they had come and gone already. They would not come back for us, and we were told to take a taxi. This shuttle service was definitely a bad idea from the get go. To make matters worse we had paid the exact same price to gray line as we would of for a taxi, which would of given us a private and immediate ride to and from the resort.

Visited March 2013
1 Thank Carroll B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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