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“I find it ironic that they sell customers the line that you never have to wait”
1 of 5 bubbles Review of Gray Line Tours

Gray Line Tours
Book In Advance
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US$92.00*
and up
Chichen Itza Small-Group Tour with Private Entrance
Ranked #20 of 121 Transportation in Cancun
Certificate of Excellence
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Attraction details
Owner description: Gray Line Cancun, formerly named Transportes Turisticos Mayaland, is Mexico's premier, oldest touring,transportation and airport transfer company. We operate exclusively our own fleet of Mercedes Benz luxury vehicles . Our guides are the best in the industry We founded Mexico's first school for professional guides back in the 1920's and lead our industry with the finest professionals . We own & operate airport transfers under our Gray Line (R) membership and our own Airport Concierge Service (R) in every major airport in Mexico. We serve the world's top travel entities and on line travel services. 93 years of service are our guaranty for the most professional, safe and fun travel experiences in Mexico.
Paterson, New Jersey
Level Contributor
10 reviews
3 attraction reviews
common_n_attraction_reviews_1bd8 40 helpful votes
“I find it ironic that they sell customers the line that you never have to wait”
Reviewed 17 April 2014

I regret not taking a taxi to my hotel and paying $10. Upon arriving to the airport we found our Gray Line representative with bottles of water and a rose. It's a nice touch, but I would have valued more getting in the car right away and getting to the hotel quickly as opposed to waiting for at least 30 mins. for our car to arrive and then for the other couple travelling with us to arrive.

Then on the return there were more passengers aboard and one had to be picked up at the resort next door. So we pick her up only to find 2 blocks later that she forgot her phone in the hotel. Now teh driver has to turn around the long way to go back to her hotel. She runs in and stays inside for about 10-15 mins. I worried because my flight was at 2:49 and it's already 12:30 and I know there is going to be a huge line to drop our bags and check in (and there was indeed a super long line indeed when we got there). Anyway, the driver then goes in to see what is taking so long. He comes back, closes the door to our vehicle to which I assume meant we were leaving without her. He went back inside because apparently she was now checking her room. Another 10 minutes go by. She finally comes back with her phone, merely being apologetic. And we finally head to the airport. The driver apologized but I don't think it was enough. Thank god that because we were now pressed for time they allowed us to skip the long line. Otherwise we would not have made our flight.

Never again will I travel with Gray Line. Next I will stick to taxis. They are cheaper and get you there faster.

Visited April 2014
Helpful?
1 Thank cha-cha1319
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GLCustomer_service, Customer Service at Gray Line Tours, responded to this review, 24 April 2014
Dear cha-cha1319,

We apologize for the inconvenience you had during your service. We provided assistance to the other customer as we would do with you if you were in the same situation. It took more time that it had to, causing the delay.

Again, accept our apologies for this situation.

Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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michigan
Level Contributor
198 reviews
59 attraction reviews
common_n_attraction_reviews_1bd8 83 helpful votes
“Guide was good but tour description deceptive”
Reviewed 6 April 2014

This was definitely a mixed-bag kind of tour. We booked the Chichen Itza Deluxe Tour. The price was good - about $70 for adults - but we came away with varied feelings. The positives: The guide was very good and knowledgeable. He provided good info on Chichen Itza and seemed to know what he was talking about. The price was good. The time away was about right. The buffet was good.
The negatives - the tour description promised unlimited water, drinks and beer to and from the ruins. After several hours in the hot sun, I was looking forward to a beer. No such luck. They had a few bottles of water they rationed to the tour group. The pickup was a bit slow and made us worried. They tried a little too hard when we arrived to sell us various things being sold at the hotel. It was already hot and getting warmer - we would have been better served from a customer perspective to visit the ruins first then get the hard sell.

Visited April 2014
Helpful?
Thank michigantraveler05
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GLCustomer_service, Customer Service at Gray Line Tours, responded to this review, 7 April 2014
Dear michigantraveler05,

We apologize for the misunderstanding. The Chichen Itza Deluxe tour only includes bottled water during the guided tour. If you can please provide further information regarding the website where you found the information you mentioned it would be great.

Please send us an e-mail to conciergeservice@mayaland.com with the information. If the information is wrong we would like to make the amendments.

Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Minneapolis, Minnesota
1 review
common_n_attraction_reviews_1bd8 1 helpful vote
“From Chichén Itza to Isla Mujeres, a great experience”
Reviewed 1 April 2014

I booked our trip to Cancun thru Orbitz and was luck enough to select the airport transfer option, which Gray Line managed. From the first guy we met at the airport, Gray Line was a very friendly company. He got us on the transfer van, handing us bottled water and we were hotel bound in a flash. We inquired about the tours the offered, as I had done a little research on Trip Advisor. He told us they had a rep in our hotel's hospitality area.
We visited said rep, Luisa, the next morning and could not have found a sweeter, more helpful person. She confirmed our return transfer and entertained questions about the Chichén Itza tour. We were lucky enough to be there over the equinox which afforded an awesome opportunity see the shadow of Kukulcan run down the pyramid. Awesome!
The Gray Line tour was a great value, considering the two hour bus ride, buffet lunch (very decent) and park entrance were covered. The tour guide, Juan Carlos, was a real gem as well. Request one of his tours, if possible. He was also very insightful on what items were worth purchasing from the local Mayan vendors at the site. I wouldn't want to get taken to the cleaners for souvenirs but also understand this is the sole source of income for them and don't mind paying $10 for a hand-embroidered girl's dress. I find bartering to be quite fun as the vendors are accustomed to it and take joy in the process as well.
Since we had such a
After a great experience on this tour, it was an easy decision to book the catamaran cruise to Isla Mujeres two days later. The transfers to Albatross Marina were not covered and this could be a real pain if you're not comfortable with bus travel in Cancun. If so, take taxi. Once at the launch site, be prepared for a pitch to "upgrade" to the premium boat for $25. We considered it, thinking it would be less crowded, but learned it was already booked full, so we went on the standard catamaran, which proved quite fortuitous as it was less full than the other vessels we saw, making for a comfortable journey with lots of hand-on attention from the staff (read: plenty of cocktail refills!).
The snorkeling part of the tour was underwhelming as the old reefs around Cancun were decimated by recent hurricanes, leaving sparse sea creature viewing. Nevertheless, being in that Caribbean blue water doesn't get old.
It was a treat to have some exploring time on the island. One quick tip: if you want to pack get around quickly once there, rent a golf cart by the hour, but wait til you get on land. The cost is about half what the guys on board were charging. I recall that it was around $150 pesos for an hour. Cheap and convenient!
The buffet lunch on the island wasn't gourmet but you're not eating at the Ritz. It was decent with a couple of cold Sol beers to wash it down.
On the cruise home they offered a chance to ride in the Spinnaker sail on a swing. Que Gusto!
In summation, I would book another tour with Gray Line, based on the great staff they employed and the value we enjoyed. Oh, and give Luisa at the ME Cancun hospitality desk a promotion! She's the best!

Visited March 2014
Helpful?
1 Thank Chris B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GLCustomer_service, Customer Service at Gray Line Tours, responded to this review, 2 April 2014
Dear Chris B,

Thank you for your kind comments. We are glad to know you enjoyed both tours with us.

We will share your review with Luisa!

Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Coquitlam, Canada
1 review
“Fantastic place”
Reviewed 1 April 2014

I just enjoy historic places no matter how things go. Service included transportation and restaurant was first class. The guide was passionate and organized, but from the point of view of an educator he was not ready. He only shared lots of information without proper historic timeline.
He also skipped a lot of important event in the history of Mayans not knowing that there is an expert between his clients. He showed a disrespectful manner when a lady inside the group was taking photos from the pictures he was showing. Although he was an older person compared with other tour guides, he was not the most experienced perhaps. There is a 17 Dollars entrance fee that Gray Line never mentioned when we booked.

Visited March 2014
Helpful?
Thank 333AliT
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GLCustomer_service, Customer Service at Gray Line Tours, responded to this review, 2 April 2014
Dear customer,

Thank you for your comments that allow us to improve our services. We are glad to know you enjoyed the Chichen Itza tour.

Kind regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Falkirk, Scotland,UK
Level Contributor
9 reviews
common_n_attraction_reviews_1bd8 24 helpful votes
“Great Introduction to the Mayan World”
Reviewed 28 March 2014

We were greeted at the airport with a cold drink and flowers for the ladies in the group. Our tour group was 12 people including us so we had a mini bus. We were then transferred to Chichen Itza, this is about a 3 hour trip which is a long time after your flight but worth it to be based right next to the site. Everyone in our group chose the basic accommodation which is the Hotel Chichen Itza and the Hacienda Uxmal. The first hotel the rooms were basic and the food was ok but staying together gave everyone in our group the chance to get to know each other. The second hotel the Hacienda gave brilliant service.

We were greeted by our guide Victor at the hotel. Throughout the tour Victor was very approachable and able to answer all the questions we asked, he was completely flexible with us about times we wanted to start or spend at a site, telling us relax, your on holiday. I think our driver was quite new but Pancho done well in getting us from A-B in good time and managing to avoid potholes on the dodgy roads. Both Pancho and Victor really made this tour enjoyable and unforgettable.

I'm not going to go into detail about each day but the tour does give a good mix of seeing historical sites, modern cities and nature and it felt like each day just kept getting better. We didn't feel like we were just being shown the tourist traps and many of the sites we visited only had a few other visitors and we would never had the chance to see them if we had just stayed in Cancun, we learned a lot about the history of the Mayan people. During the tour we did have a couple of lazy afternoons which gave us the chance to rest. We also got plenty of opportunity to try local dishes and the food at all the restaurants we visited was fantastic with no one being disappointed.

Some advice,the tour does cover some areas which have uneven or slippery ground and you will have the chance to climb some of the Mayan sites so please do take comfortable shoes for walking in. I would suggest that to get the most out of this tour you should be fit enough to feel comfortable walking for a couple of hours in the heat. Away from the coast a lot of the locals at the sites do not speak English, Victor did help in translating while he was there but we were given free time away from the guide. I would advise you to take Peso's rather than US Dollars as prices outside Cancun are generally given in Peso's and due to the language barrier I would say it is easier than asking them to work out the price in dollars although most are happy to do so. Everyone we met was friendly and when we took a wander into town during a local Fiesta we felt completely safe.

Finally I want to say a massive thank you to Victor, Pancho and Gray Line for an amazing holiday, Muchos Gracias and Yum Bootik (Thank you in Mayan)

Visited March 2014
Helpful?
Thank ElaineDavid
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GLCustomer_service, Customer Service at Gray Line Tours, responded to this review, 31 March 2014
Hi ElaineDavid,

We are glad to know you enjoyed the tour. You included in your review really nice photos!

We will share your kind comments with Victor.

Kind regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC

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