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“HORRIBLE customer service. Don't use this company!”

Gray Line Los Cabos
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$32.99*
and up
Los Cabos Airport Roundtrip Transfers
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$20.00*
and up
Private Round-Trip Transfer: Los Cabos Airport to Hotel
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$110.00*
and up
Los Cabos ATV Adventure
Ranked #12 of 51 Tours in San Jose del Cabo
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Owner description: When our costumers use a Gray Line services, they know they are buying quality, convenience and peace of mind whenever they travel.We are your best source for professional and personalized transportation service
Reviewed August 27, 2013

I spoke with a lady Karen, and Adrian booked my trip. We scheduled to go on the outdoor adventure with two other couples. They mistakenly booked MY trip on the wrong day, so obviously the whole group didn't go. They sent a drive who isn't even part of the company so he was no help. My friends got off the van b/c that's what we were told to do, so I called the company at 9am to ask for our group to be rescheduled or have a refund. The woman (Karen) was extremely rude to me and told me that she couldn't reschedule unless we all paid 50% more and she wouldn't refund our trip....even though there were 6 open spots the next day. It was there mistake for booking my trip on the wrong date, even though Adrian booked all three trips within one day...knowing we were together. I have NEVER dealt with such rudeness in my life. Do not use them...there are other services in Cabo that treat you nicely.

1  Thank jt030123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KaremCabo, Guest Relations Manager at Gray Line Los Cabos, responded to this reviewResponded September 10, 2013

Hello,

Thank you for sending your comments, be sure everything is taking in count to improve our customer service. We, as company, are a travel agency that operates as intermediary between clients and local tour operators.

The cancellation policies we send on your vouchers and the ones we do commented with you, do belong to local tour operators and not to us, they are the ones who dictaminate both No Shows and Cancellation rules and this is of course, out of our agency control. As our best interest is to serve and provide a great customer service, we did intervene with our local operator in order for them to issue a refund on your account which you'll see shortly reflected on your statement.

We truly hope you understand this was a situation beyond our control as we did not were aware your party of 6 was traveling together therefore we could not advise you about having a different booking date than your friends, we reserved and confirmed with the dates and times requested from you as we did from your friends, as this is of course not the impression we want to leave on you nor any of our clients and hope you'll let us know to serve you in the near future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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315 - 319 of 462 reviews

Reviewed August 26, 2013

Prior to traveling to Cabo our group of 6 booked a day adventure for zip lining and rock climbing and were excited for the trip. On the day of our scheduled trip, the van arrived on time at 7am BUT was missing 2 of the 6 reservations and only had room for 4 of us. The driver apologized for the mistake and since we didnt want to leave one couple out, asked if we could reschedule. The driver said yes, call the office at 9 when it opens. We called at 9 and that's when we were told that since some of us "could" have gone we could not reschedule and no refund would be issued and our trip could not be rescheduled even though there was plenty of room the next day... the customer service rep did offer to extort more money from us as we were told if we paid 50% on top they would give us the empty spots on the tour for the next day. Clearly we declined. This company as horrendous customer service, will not issue refunds or exchanges when they clearly make mistakes and should be avoided!

3  Thank Nicole C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KaremCabo, Guest Relations Manager at Gray Line Los Cabos, responded to this reviewResponded September 10, 2013

Dear Nicole C,

Thank you for sending your comments, be sure everything is taking in count to improve our customer service. We, as company, are a travel agency that operates as intermediary between clients and local tour operators.

The cancellation policies we send on your vouchers and the ones we do commented with you, do belong to local tour operators and not to us, they are the ones who dictaminate both No Shows and Cancellation rules and this is of course, out of our agency control. As our best interest is to serve and provide a great customer service, we did intervene with our local operator in order for them to issue a refund on your account which you'll see shortly reflected on your statement.

We truly hope you understand this was a situation beyond our control as we did not were aware your party of 6 was traveling together therefore we could not advise you about having a different booking date than your friends, we reserved and confirmed with the dates and times requested from you as we did from your friends, as this is of course not the impression we want to leave on you nor any of our clients and hope you'll let us know to serve you in the near future.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 23, 2013

Gerardo Mejia (Jerry) at the Melia hotel was very helpful. We (7 of us) booked all of our excursions with gray line including pick up and drop off to/from hotel/airport, ATV, La paz, Cabo deluxe city tour, Sea lion marine sactuary & Lovers beach. They were very considerate of our time, very professional and all of gray line's crew offered outstanding service, couldn't have ask for more.

Thank Monica Q
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 17, 2013

I recently returned from a visit to Cabo with my two friends. We had a wonderful experience using Gray Line Los Cabos. After departing from the plane, they were there waiting for us to take us to our hotel. When we arrived at the hotel, Jesus was waiting for us to help with any activities we wanted to book and our return transportation back to the airport. Our city tour (glass bottom boat to El Arco, glass blowing factory and shopping) was fantastic - Lenin, our tour guide was very fluid in Spanish and English and told fascinating facts about the area during our tour. Gray Line made our trip to Cabo easier and were always there to help us with any details. I will definitely use them again when we return to Cabo.

1  Thank Kathy F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 16, 2013

On behalf of my family we would like to thank Gerardo Mejia (Jerry) for his kind help and professional service in advising us on a number of interesting and safe activities with top quality excursion companies ( baja buggy, zip lining, snorkelling, tour to Toto Santos, and wave runners).

Jerry listened to what my young adult children were interested in doing and what my wife and I were interested in then, based on our input, provided us with a variety suggestions and recommendations as to what our options were.

We were also very appreciative of what Jerry did for us after the sale. On his own initiative he came and found us recommending that we rebook our zip lining activity for another day as a storm (that we were not aware of) was coming through on that day.

All in all we had a wonderful and memorable time and we owe Jerry a big thank you!!!

Thank Peter B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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