Tour booked through the TripAdvisor website. We were redirected to Viatours.com (a US based reseller agency). The tour is accomplished by Gray Line Tours (doing business as Bohemia Travel) a Czech company. This matters because if injured or killed like we easily could have been given the reckless disregard for tour safety by the guide --- you would have little or no legal recourse. Not to mention if you get ripped off like we also were. See Viatours User Agreement. It is a completely one sided "agreement" which leaves you with no rights or remedy. The "agreement" even goes so far as to say that you should consult a lawyer! The agreement provides for Viatours to take you money in exchange for no performance (or safety) guarantee(s) -- while affording you the right to not use the website as consideration for them to sell you a tour. This is unconscionable and purposeful on the part of Viatours. You are at the mercy of so-called professionals when abroad -- and therefore -- must be given some reasonable assurance of quality and safety before undertaking any tour(s) especially when they hold out as reputable outfits.
The tour included a hotel pick up; however, when you call 24 hours before (as required) they "bait and switch" and state a policy change precluding pick up. We placed an expensive phone call from Hungary to organize pick up (after payment) and the person from Gray Line hung the phone up.
The 10 AM tour did not depart until almost 11 AM because French speaking passengers were mixed in (they were cancelled the day previously) and then told to exit the bus. Our tour guide could hardly speak English. The tour guide invited family members and spent the much of the time speaking Czech with them. Additional confusion ensued when other persons who had purchased other "day passes" would hop/ hop off our private organized tour.
The tour guide was unable to find the restaurant and on several occasions while needlessly leading the tour in the street. On more than one occasion the tour guide conducted the tour off sidewalks and crossed the street in front of fast moving traffic including trams. See photo below.
The restaurant was a total disaster. Utter confusion ensued over meal orders. The restaurant was completely unprepared to accommodate the tour group.
The tour guide was rambling on incoherently outside the palace causing us to miss the changing of the guard. After several hours of total unprofessional and unsafe conduct, we decided to abandon the tour. It is shameful that TripAdvisor and Viatours permit Gray Line Tours to market such abominable service. Buyer Beware!!