Gray Line Omdömen

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

Hello, Thank you for taking the time to share your feedback regarding your Hop-On Hop-Off tour experience. We are truly sorry to learn that the tour did not meet your expectations. We understand how disappointing it must have been to experience difficulties locating the pickup stop, encounter a longer-than-expected wait for the bus, and feel that the service provided did not align with what was advertised. We also appreciate your comments regarding the route information, bus availability, and the challenges you faced returning to your hotel. At Gray Line Worldwide, we take all feedback seriously, especially when a guest feels that the experience did not deliver the value and convenience they expected. Your comments and the rating you provided are important to us, and we want to ensure we fully understand what occurred. Our team has begun reviewing the details of your feedback and will investigate the matter further with our local operating partner. In particular, we would like to better understand the circumstances surrounding the stop locations, bus operations on the day of travel, and your concerns regarding the vehicle provided. 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 will be in touch soon. Kind regards, Gray Line Worldwide Customer Support

Hello, Thank you for your reply and for providing additional details about your experience. We understand your concerns and appreciate you taking the time to clarify them. Based on your comments, it is clear that several aspects of the tour did not meet the expectations set by the product description. We take your observations seriously, particularly regarding the difficulty locating stops, the apparent discrepancy in bus frequency, the lack of an open-top vehicle, and the uncertainty surrounding onward departures. We also understand why being left a considerable distance from your starting point contributed to your dissatisfaction. We have shared your additional comments with our local operating partner and requested a thorough review of the circumstances surrounding your tour. This includes the vehicle used on the day of travel, route operations, service frequency, and the guidance provided by onsite staff. Thank you again for bringing these concerns to our attention. We will continue our investigation and follow up once we have received further information from the local team. Kind regards, Gray Line Worldwide Customer Support

Hello, Thank you for your patience while we reviewed your follow-up in detail. We have now received a response from our local licensee and carefully considered the points you raised. We are truly sorry to hear about your experience on the day, and we appreciate you taking the time to provide such a detailed account. We understand how frustrating and disappointing this must have been, especially given your expectations of the Hop-On Hop-Off service. Please see our clarification below addressing your concerns: Firstly, regarding the bus stop location, the Place d’Armes / Notre-Dame Basilica stop is designated in the official route. However, we understand your feedback about the clarity of how this is presented and how difficult it can be for visitors unfamiliar with the area to identify the exact boarding point. We are sorry for the confusion this caused. Secondly, with regard to the bus type, our service does operate a mix of open-top and enclosed vehicles depending on operational requirements and conditions on the day. We are sorry that this was not clearly aligned with your expectations at the time of boarding. In relation to your boarding experience and the service disruption you described later in the route, we are sorry for the inconvenience caused, particularly the delay and lack of clear guidance at that time. We understand how uncomfortable this would have been, especially in the weather conditions you mentioned. Finally, concerning assistance on the day, our local team has advised that customer support is available during operating hours. However, we are very sorry if you were not able to access timely assistance when you needed it. We completely understand your disappointment and regret that your experience did not meet expectations. Your feedback is very important and will be shared with our local team to help improve clarity, communication, and on-ground support for future guests. We appreciate you taking the time to share your concerns, and we are sorry again for the inconvenience you experienced during your tour. Kind regards, The Gray Line Worldwide Support Team