Grayline Cancun

Rueben our driver and rosendo our tour guide did a phenomenal job! We are very happy that we booked this tour. This very good to visit chichen itza in the morning time because there where not so many people there and also it was not so hot.

The tour guide at Chichen Itza, Hilda, was very average in terms of delivery and. content. We were a large group - partly English speaking and rest Spanish speaking. The group should have split into two - by language - since we wasted a lot of time due to the guide having to say everything twice - in English and then Spanish. We also seemed to have missed seeing some important parts of the Chichen Itza site - e.g. Sagrada Cenote. Lunch was average and the ride to Cancun was uncomfortable in the last row of a crowded mini bus

I told the driver we were flying Delta on an international flight. He dropped us off at the AeroMexico domestic terminal at 5am and we had to pay $40 for another taxi to take us to the correct terminal. You’d think an important part of this service would be getting customers to the correct destination.

So stressful and irritating that early in the morning.

I had been looking forward to visiting Chichen Itza, one of the 7 Wonders of the World. Unfortunately, our tour guide Carolina, made my visit a terrible experience. I was unable to hear much of the tour. She did not combine any fun stories or interactive elements with the historical aspects of the tour. The most concerning part was when she left my friends and I and went to the cenote Ik Kil with the rest of the group. She failed to tell us where to meet after the planetarium visit and made no attempt to get in contact with us. We were able to contact her via the staff at the Mayaland resort. When she did meet us, she was rude and unapologetic. The tour presentation and her customer service were extremely poor.

From German at the airport to Carlos who transported me to my resort, they treated me like a Queen! All of the gray line service I utilized in Cancun was awesome, I definitely recommend them and will use their services again!!

I used Gray Line for a round trip between Cancun airport and the hotel I stayed at. Someone from Gray Line was there to meet me when I left the airport. He verified the hotel info and return trip pickup time. I waited about 10 minutes for the van to arrive. On the return trip, the driver arrived at the hotel on time. All the staff I interacted with we're friendly and professional. I'd definitely use Gray Line in the future.

I cancelled the tour two weeks prior. I was told my refund would be processed within 5-7 business days. Waiting 3 weeks later. Sent an email no response

I reserved a ride from the Cancun airport to my Airbnb in Playa Del Carmen, paid, and received confirmation through GrayLine, and specifically noted that I would be getting into the Cancun Airport relatively later (as the generic info I had to fill out when reserving a ride). I got into the Cancun airport around 940pm (5 minutes earlier than when I was supposed to get in) and waited in customs for about 35 minutes (until around 1015 -- totally normal), and when I finally passed customs and exited the airport and headed towards the transportation area where all the taxis/transportation services are, I could not find the GrayLine service. I asked one woman who worked at the taxi station to help me out because she noticed I was confused, and she was nice enough to do so despite her trying to get home to her family (she even called the rep of GrayLine who was on my confirmation email and no-one answered after several attempts). She ended up finding out that GrayLine's last van left without me and no-one from GrayLine was there at the service desk to help me out or resolve this issue. Luckily, I had some cash on me to purchase a taxi for $50 (US), but essentially, if I didn't have any payment on me, I would have been stranded at the airport and SOL.

My only question is why would I be able to reserve a ride through GrayLine if the people working the shuttle/van are going to be gone by the time I get there? Totally understandable if there is a cutoff time to when shuttles stop going back and forth, but if that is the case, I would like to know that before purchasing my reservation and showing up to the Cancun Airport expecting to have transportation to my destination.

I would not recommend GrayLine if you are arriving at the Cancun airport in the evening and to make sure you always have a contingency plan.

Booked two, shared, one-way airport transfers and ended up being a solo passenger in both instances, a pleasant surprise. The drivers are professional, friendly, and courteous. Highly recommend!

The 2-day Yucatan tour was great! Our guide Mauricio had fantastic knowledge and was very attentive and thanks to him we really enjoyed our tour!

It was a great tour, amazing being able to see one of the wonders of the world with only a handful of other people, well before the gates to the general public are open. Also the tour guide was very knowledgeable. He was able to answer any and all questions.

Carlos, our tour guide, was very informative and knowledgeable. The ride to Chichen Itza, though it was long, was very comfortable. We took the sunrise Chichen Itza tour, and we definitely recommend it. It was peaceful and quiet. I would recommend bringing a light jacket and wearing pants as it gets pretty chilly! The Mayaland hotel where we had breakfast was absolutely beautiful! This is the best way to see Chichen Itza!!

I booked your service on the 6 Jan, 2019 for service on the 9 Jan, 2019 for return on the 14 Jan, 2019 for shared transfer for 2 persons from Cancun Airport to Cancun Centro. Firstly, on booking I found it strange that only my arrival date was needed, I enquired about putting my return date online and the CSR said that it's not necessary. On arrival at Cancun airport I did not see a Grayline booth and no one knew who was Grayline, after waiting for in excess of half hour a gentleman from another transport service called 01-800-719-54-65 on the voucher, the person said the transport will arrive in 15 minutes, it did not, then he called again and after about 15 minutes again he met a gentleman with a logo "mayaland tours" on his shirt, he said that he is Grayline, well that's not what I booked. I showed him my voucher and he said that he did not have me on his list, then he wrote out a voucher on a mayaland tours coupon, I saw that the hours of service was 6am to 10pm, so I enquired about my return pick up because my flight was 7.53am, he said no problem, I told him that there is no return date on my voucher and he that's okay, I insisted on him giving me a return coupon, I told him that I was returning on the 14 Jan, 2019, he wrote a voucher, I checked the time to make sure that he wrote 5am, I did not check the date because I repeated it about 3 times. I called on the 13 Jan, 2019 to confirm my return pick up and the CSR said that my pick up came on the 11 Jan, 2019 and that's the date the voucher had and that I signed the coupon for that date, well to my surprise when I checked the coupon I saw that it said 11 Jan, 2019, so I asked the CSR if I was crazy because my ticket is booked to return on the 14 Jan, 2019, the CSR spoke to the supervisor and said that I signed for the 11 Jan, 2019 and they are not sending the pick up because the pick up driver came on the 11 Jan, 2019 and if I could prove that my voucher said the 14 Jan, 2019 he would send a driver, I could not prove it because all my online coupon had was the flight number and time, no date. I firstly, it is bad business to book a transfer and only put times and not date and secondly, I admit that I signed the voucher at the airport for the 11 Jan, 2019, but I did not check the date, assuming that the CSR wrote the correct date having emphasized it about 3 times, maybe the language barrier coupled caused the error, but I repeat I am not crazy to book a transfer for the 11 Jan, 2019 when I was ticketed for the 14 Jan, 2019, in that instant I wish to be refunded my return payment on coupon booking ID 59764525 and I will be posting this exact review on expedia and travel advisor and maybe email a copy to the Mexican tourism authorities, I have attached my voucher but left out my personal details for obvious reasons.

Hilario (our driver) and Hilda (Chichén Itzá guide) made this a fabulous experience for our family of 3! Open the Gate was perfect from pickup to drop off.
Hilario was prompt and courteous; he went above and beyond to ensure every person had exceptional service throughout the day. The Mercedes-Benz ride made traveling to Chichén simplified for the early-morning start to our day since riders could enjoy a “nap” as Hilario drove us to our destination. (*May wanna bring a blanket as it gets kinda chilly in the cabin otw). ????

Once at Chichén, Hilda and 6 others joined our group of 5. It was a small, personalized group that had a nice, morning breeze to follow us throughout the ancient grounds. Hilda was knowledgeable and a delight to learn from. My son, 12, absorbed the sites and quality of information as Hilda walked us through the history of the early Mayans.

Lunch was a perfect buffet of local cuisine. This isn’t a Michelin 5-star Restaurant, so be gracious in understanding they are providing for 100s of palates throughout the day at a convenient location. The food was enjoyable, and all beverages are included in this package. Otherwise, if you opt to go on your own, this will cost you around $40 p/p. It’s worth the package deal, my only wish is that we had more time to enjoy it. Perhaps Gray Line could give people the option to stay and eat or participate in the “Medicine Man” act?

The final part of the day is visiting a descendant of the Mayans: a community leader/Medicine Man. Although I appreciate the continuity of heritage and history, I would have preferred the choice to “opt” out of this. Why? Personal reasons that conflict with my worldview. However, perhaps Mayaland can improve this by giving guests the option of participating or not in the future?
This of course is my opinion...

Overall, I believe Open the Gate: Chichén from Cancún is a 5-Star Tour because of the Overall Experience and Attention to Culture, History, Transportation, All that’s Included such as Guide, Buffet, Driver/Transportation, Drinks, Early Morning Access that missed the unforgiving Yucatán heat and crowds (Not included: *Chichén Entrance tickets/Planetarium will run about $25USD extra per person), and an experience enjoyed by the whole family!

Note: Wear sunscreen and bug repellent if you do not wear long, light-sleeved clothing. Dress for moderate walking on uneven terrain. Tour officially commences around 7:50 am and finishes around 1:10 pm. Hydrate. Use the bathroom prior to the beginning of the tour and know bathrooms will be located near the massive temple around 9:30 am- so that’s almost 2 hours from the beginning of the tour. Once the tour begins, food isn’t available until lunch around 11:30 am. (So 7:50-11:30 window without food. Bring a light snack if Blood-Sugar is an issue.)

When my flight was rescheduled which meant that I got in at a later time - the last flight into Cancun - they kindly offered to upgrade me to a private shuttle so that a I would not be left alone at night after 25 hours of flying. My driver was kind, helpful, and patient when I got the name of my accommodation wrong. Would definitely book with gray line again! They went above and beyond!

Pick up on time, comfy bus, pleasant, knowlegable guide Mauricio. Early pick up is the way to see Chichen Itza.

Our guide and driver were so knowledgeable! They helped the whole group get a better understanding of both Chichen Itza and the history of the entire area.

Nice guide with good English. Helpful drivers and explanatory tour

I know I chose the shuttle service that it was not private, but I didnt think that the waiting would be more than one hour. My boyfriend used another company with the same set up and his wait was less than 30min.

Juan Carlos, our guide, and Julian, our driver, picked us up, on time, at our hotel in the wee hours of the morning. We were the only two who registered for the tour that morning, so we got a private tour. Both men were so kind, funny, and knowledgeable. Once we were at the park, there were no more than 15 other people there the entirety of our visit. The sun rising, the total darkness to the light and various levels of light as the sun rose, all felt magical. Juan Carolos was an excellent guide. The temperatures were nice and cool. As we exited the park a few minutes before 8:00 a.m. the line to enter the park was forming and tour buses were beginning to flood in. Following the tour, we enjoyed a lovely sit down breakfast at the Mayaland Hotel before starting the ride back to our Cancun area hotel.

I have already recommended this tour to everyone I have mentioned it to.