Gray Line Reviews

Hello, Thank you for taking the time to share your feedback regarding your Montreal: Hop-On Hop-Off Double-Decker 1 Day Tour with Live Guide booking experience. We are truly sorry that your experience with the payment process did not meet your expectations, and we appreciate you bringing this to our attention. At Gray Line Worldwide, we take all feedback seriously, especially when a guest experiences confusion or inconvenience during the booking process. Your comments regarding the payment descriptor and the issues encountered with your bank are important to us, and we want to ensure we fully understand what happened. Our team has begun reviewing the details of your feedback and will investigate the matter further with the relevant team. Please allow us some time to conduct a thorough review. We will follow up with you within the week once our investigation is complete. Thank you again for sharing your experience. We greatly appreciate your patience and are always available to assist at support@grayline.com. We'll be in touch soon. -Gray Line Worldwide Customer Support

Hello, I would first like to thank you for choosing Gray Line and apologize for your less-than-satisfactory booking experience. As a global leader in sightseeing tours throughout the world, we deeply value customer feedback. We have reviewed your booking and investigated your concerns regarding the payment process. We confirmed that your payment was processed through Palisis AG, Gray Line Worldwide's authorized booking and payment technology provider. We recognize that the payment descriptor caused confusion and resulted in your bank declining the transaction and temporarily blocking your card. We have shared your feedback with the appropriate teams, as we understand the importance of making the payment process as clear and transparent as possible for our customers. Additionally, we contacted you via email on June 24, 2026, to address your review and explain the payment descriptor, and we followed up again on June 25, 2026. However, we have not received a reply. Therefore, we will now close this ticket and complaint. Should you need anything else, please contact us at support@grayline.com. - The Gray Line Worldwide Support Team