The driver held onto my luggage asking for tip and wouldn't let go of it until I had to pull it from him. Additionally, I generally don't carry cash. The whole point of these prepaid services is to not have to deal with extraneous costs.
When we arrived we were told to meet someone the next day to get our return pick up time and had to waste time trying to avoid this rep and just get our driver. Of course all they want is for you to meet the guy selling tours. I told her to give me the return time now or by txt/email as we get closer to the day. After two emails, they never gave us a return time. My friend booked it for us by phone but either Gray Line or the hotel got the time wrong. It all worked out but the stress is not needed. The return van was OK but the little sedan for first leg felt had no suspension left and made for a very hard ride.
Never found driver trying to call no answer. could not find the location ended up taking a local taxi.
When I checked in at the airport, Alonzo told me I paid for a roundtrip. I already paid $45 and because of another zone I owed $11 more so that is $56 which should easily be for a roundtrip. Then I was given a time and date to meet Moises at the hotel to confirm my return to the airport. Moises also said roundtrip was paid for. On my return date, No one showed up to take me back to the airport. I contacted Moises. He then said I needed to speak to the office and they said the &56 covered only one way. How could 2 employees tell me it was a roundtrip?!! I had to call an Uber and guess what!!? It was only $13. So your company ripped me off charging me $56 for one way!!! The Hotel Staff also said Gray Line and Viator has problems. Never again!!!
Our supplier was Gray line. Communications with supplier poor prior to arrival, upon arrival no person with our name waiting for us. Eventually we found supplier, they said that we had to find them in the mayhem and crowd of suppliers touting for our business. Then charged us additional money to be paid as our hotel was in a different zone. This "additional money" alone equated to more than what an Uber would have costs to take us to our hotel. So not happy Jan!! Maybe suggest alternative options for all travellers to this city.
excellent customer service and nice scenic drive to the hotel, once we arrived the driver helped us with our luggage and he was very kind
Irineo Car 22 gave us a great experience picking us up at the airport and bringing us to the hotel. He was very professional, respectful and most importantly a safe driver.
Easy to find Grey Line Tours person and our driver was amazing! I forget my swim trunks at home and Jose double parked as I ran in and bought a couple in a little shop. He told us some places to visit while in Mismaloya as we’ve not been to that area previously. Blue Horizon in Mismaloya is a true hidden gem!
I was double charged. I will not use Viator anymore. I paid $36 for the ride from the airport to hotel then at the airport I paid another $36. I could’ve scheduled transportation through my hotel it would’ve been better.
Driver was great, professional and courteous. We booked a ride from our hotel to the airport. We specially booked car seats. On the day of the pickup, they moved our pickup time an hour back without informing us. When they showed, they didn’t have car seats. We sat in the lobby with three kids for an extra hour without any explanation. The operator had been non responsive.
My experience with Grayline for transport from the airport to my hotel in Puerto Vallarta was so appreciated! Their tips in advance explaining step by step how to locate them and what to avoid on my way out of the airport were spot on. Biggest tip was to avoid all the timeshare sharks INSIDE the airport waiting to accost people just arriving. I felt assaulted by the time I got out the door.
Efficient Staff at the airport got us into a cab with just a short wait. Cab driver got us to the resort in good time in spite of the traffic. Car was comfortable and the AC kept us cool.
It was pretty easy once you make it through the airport and step outside. The representative will confirm your info and promptly take you over to the car that’s waiting. Granted we came at the slow season so I would assume during the busier time you might have to wait a little bit.
Very easy to use and friendly staff. Directions were clear. They were promptly on time and we had no issues.
Quick and courteous excellent service, made our hotel transfer stress free and very relaxing.
It is very confusing to deal with you. I received multiple emails referring to ‘tickets’ but each document that came said ‘this is not your ticket’ . This wording should be cleared up. My name was on a list and this seemed to be all I needed + confirmation of the drop off destination. You can easily make this seamless and stress free process. Do it.
No one at the Mexico airport knew who Viator was. After a half hour of searching we finally found a man with our list which had our name on it. He was not from Viator. He sent us to our hotel with a man in an unidentified, old model car. Not a Viator vehicle. Same thing happened when we went to whale watching. No one knew the name Viator.
I’m hoping that sometime they will answer phone so I can get a refund. Flight was cancelled.
Best service from online booking in Canada to airport personnel and identifying us to delivery at hotel.
I used Viator for transportation from the airport to the hotel here in Puerto Vallarta. When I arrived, it was just a quick scan process. I had already paid Viator the full amount they requested, but when I got here, they told me I had only paid part of it and that I still owed $11. They asked me for the money right there, on the spot. I felt pressured to pay because they said that if I didn’t, I would lose what I had already paid and would have to find another ride. The experience was horrible. I felt like I was being scammed and taken advantage of. It honestly felt like a robbery. I would not recommend this service to anyone.
Horrible service waited for over an hour and dealt with a rude rude man. Uber was faster and cheaper
The staff was so helpful and the directions to find them and weed through the rest of the other drive options during a crazy busy time at the airport was so awesome
We waited about 1 hour outside of the airport for our ride. First, about 15-20 minutes in the line to check in. Second, about 45 minutes by the curb for the car to arrive. Don’t waste your time and money for this very poor service. Uber would have been HALF the price and more than half the wait. You only have to cross the street to get to your uber. Horrible!
Excellent experience with very clear instructions for meet up. Wait was minimal and staff very friendly. Car was clean and roomy and driver was safe and courteous.
We were told that someone would be waiting outside with our names on a clipboard and that we would be immediately loaded into our vehicle. Not true. First, walk all the way to the end of the check-in lines, outside, through all the crowds of people. Now wait in line to check in. When they find your name on the list, you are ushered into another long line to wait for your vehicle. Be sure you reserve the ride you want, private or a shuttle with other folks who will be dropped off before or after you. The driver was good and got us there quickly.
It took longer to get grayline transport than it took to get through immigration and customs! The scene immediately outside the airport was chaotic, with little direction as to where to line up for the grayline booth. Staff was friendly but they obviously did not have enough vehicles on site for those who booked transport.
They help you get the transportation in the chaos of lines of people at that airport. It is rather crazy when you exit the airport and they guide you to your ride
Follow the instructions from Viator. Do not stop, go directly outside to find the grey line. It was a short wait for our ride. The driver was very pleasant and informative on things to do near our hotel.
No one met me at the airport. Had to hire a separate car. Costly and very inconvenient Disappointed start to our vacation
Upon arrival at the airport, there was not a car available for us. We were put in a line with other travellers who were also waiting for cars from at least two other services. There were at least eight groups ahead of us in the line. When we finally got the ride, about 30 to 40 minutes later, we were in a taxi (the logo was on the window). At least at the Puerto Vallarta location, the over promised and under delivered.
Easy to find Viator reps at airport. Spoke English, friendly, and our car and driver were ready in just a few minutes. Reached our hotel promptly.
Honestly, I wish I would have just used uber. Arriving is crazy, and you have multiple people convincing you they are the transport you purchased when really they are peddling time shares. The private cars are regular sedans that are probably uber drivers anyway. Uber is easier and cheaper. Departing from the hotel back to airport, a person shows up and calls us a cab. A cab that would have been less expensive for me to call myself. Not worth the cost.
Our name wasn’t “on the list” even after I confirmed with email. Had to wait a while. They eventually figured it out. The driver was cool but going through TripAdvisor seemed to create problems. It would have been faster to just hail a cab.
Easy to arrange. Great service on the ground. You can't make me write more!×××@@@@××××@@×××××××××××××
You did not set me up with the right destination so did not have a reservation. Had to pay more and wait 1 hour for a ride
We sped through customs and immigration relatively quickly. We met our Gray Line representative and he took us to the waiting area. Then we had to wait over 30 minutes in the heat for our ride. I thought the point of preordering your transportation and giving them your flight information was to have them be ready for you when you arrive. Save your money and just grab a taxi at the airport.
The ride itself was fine, except the driver did not know how to get to the hotel, but after I explained what it was close to he found it. The real issue was the confusion about finding the kiosk to check in. Although they gave instructions I felt it wasn’t clear enough, causing me to have to go around and search for quite awhile before I found someone to point me in the right direction. Then they did not have my name on the reservation list so we ended up having to wait for a car. Honestly this saved us no time or confusion and cost us more than just taking a taxi would have. My advice is hiring a car service is to hire one that holds a sign with your name on it at the exit. That would be the truly stress-free way to go.
Grey Line representative should of been in terminal to give directions to customer where their service was located outside of the airport.
Booked in advance, paid in advance still had a 25 minutes wait for cab . 5 or 10 minutes is understandable 25 excessive. Driver very professional and friendly.
worst experience ever... if 0 starts were an option I would give that. we arrived at the airport and spent about 40min looking for the driver. Keep in mind I had scheduled almost a month in advance since I had my mother in a wheelchair. Several transportation reps from different companies tried helping us too. We ended up having to take a taxi that would accomodate her and fish out an extra expense. when calling the company to confirm i would have a return pick up the woman was extremely rude and kept telling me it was my fault wouldn't even give me a partial refund. Day of pick up the rep tells the bellhop she is not available to greet us and to make sure everything runs smoothly and had him do it. Gray Line should be ashemed of themselves for treating people so rude and for being so unorganized!
Crazy driving in Puerto Vallarta. In and out of traffic. Thought we were going to crash the car. Hard to take after a long trip.
Don't be afraid to try something new! There is always something just around the corner! Engage with the driver, point out things, ask about changes updates etc. We have been coming over 32 years, and always find new adventures
Renee was incredible helping me. Our plans changed and even after not talking for several days, I text, and the response was basically. 10 min later everything was done and changed.
Driver was excellent, the cost was $10-12 more than another service. Will not use GL again. Not knowing specifics we signed up to go to marina area but had to go to hotel zone- an up charge. But others are less. They want to sell you tour packages.
Excellent drivers always on time and very accommodating . Clean cars and the best price around. Would use them again.
Very disappointed in Viator. No reservation for us when we met Gray Line. Why is it that Viator never can coordinate with the transfer company in Mexico. We had to wait extra time in the heat waiting for Grayline to confirm we actually had a booking. We were not on their list.
Quick, easy and professional, the female who met us, maybe Marina and driver Jorge were very friendly and showed true caring about our experience!
We got from the airport fine, but they were 20 minutes late to pick us up from hotel. A random person wearing a gray line shirt walked up, no car, and put us in a taxi with no AC. This was NOT what we paid for. Uber is better, faster, cleaner and always had AC.
They were not where I arrive and did not answer my call. Had to take a taxi. The called 35 minutes after I arrived at the hotel to tell me they were there.
Upon arriving at the airport, we quickly found our driver. Our hotel was nearby and our drive to the hotel quick. Our driver was friendly and answered our questions.
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