"Customer relations is not their strong point"

I used the gray line hop on hop off bus back in 2011 and it was a wonderful experience so when I went back in October 2016 I thought why not use them again....NEVER again will I go with Gray Line. I bought the 72 hrs pass for myself and 6 others....started out the first day we waited almost 2 hours for the uptown bus to show up. With the supervisor on site all he could tell us is the bus will be here in 5 min...then the bus will be here in 10 min....finally after 1 hour and 50 min later 1 bus showed up. When you are visiting New York on vacation every minute counts when there is so much to see...this put our entire trip for that day behind. There was no apologies or any empathy from the people at all. When we did finally get going it seemed ok until we got on the bus to come back from Yankee stafium....oh my gosh the tour guide spoke so badly you could not understand a word he was saying....it sounded like mumbling with a mouth full of marbles...it was terrible. Was sure glad that part of the trip wasn't long and could get on the 2nd half of the uptown bus to finish that tour

"Good tour, difficult to hear."

The tour was great. Very convenient to find and it was great that we could get on and off at our leisure. The tour guides were very good, but their quality was variable. We had a difficult time hearing some of them and not all of the audio connections worked, so much of the time we had no tour guide unless we could hear their voices directly. One of the guides spoke softly into his mic, so we could not hear a thing. The buses were somewhat out of repair, especially with regard to the audio system. Air conditioning did not work in some of the buses, and it was sweltering outside. Ok if upstairs, but not acceptable if downstairs. We still enjoyed the tour and would do it again, though we may check out the other bus tour company for comparison.

"Excellent tour of Manhattan."

We had an excellent driver and an excellent tour guide who gave us some worthwhile information and tips. Riding in a van with only 9 people on board was good because it didn't take long to load and unload the van when we stopped. The ferry on the Hudson was a wonderful way to see the Statue of Liberty and Ellis Island.

"NYC Trip"

We stayed at the Weston near Times Square. We found good food and did the Grey line hop on and off tour. I think we lucked out because the hurricane was expected to hit at the time we went. Didn't happen so we had a very light population at the tourist attractions.
Could have spent the whole day at Central Park. (a lot going on there) Got theatre tickets the day of the show at Times Square. Saw Paramore and it was worth every penny. Did the State of liberty walking tour. Did not get off at Ellis Island. One World Trade Center is a must. We did the tribute center but not the museum. Also did the Empire State Building. A must is Madame T's and the Ripley's believe it or not.
I was going to buy the NYC Pass but the Weston recommended Grey Line.
Was happy with most of the tour guides. The coupon thing was pretty bad. Coupons need to be redeemed for tickets.
I could go on but NYC was great. Saw some things in Times Square that were a little strange but we had a blast.... I would go back.
PS ....We took the airport train and subway to the hotel. (right across the street) and used one of the coupons for a shared ride back to JFK.....

"Hard to find."

I wish we had better directions, took us forever to find the Brooklyn stop. The bus was continually moving, and there never seemed a good time to jump off, jump on like they advertise. However, out tour guide was nice, and we all lucked out cause our 1.5 year old passed out from exhaustion.

"Sex and the city."

Fantastic fun. A lovely tour of lower Manhatten delivered with energy, genuine enthusiasm and fun.

"It rained"

It rained five minutes after we got on your bus. The driver should have never let us on and given us a refund. It didn't just rain it poured with thunder and lighting. They did us rain jackets. We were only able to stay on the bus for ten minutes. The tour guide didn't tell us much of where we are because it was very crowded and everyone got below. This tours should not be running during a storm. Very disappointed customer.

"Really good service , but it still needs some improvements"

Above all I found it really helpful! That was my first time in NYC and I needed to get to know the city, so I got that. The second day for me was uncomfortable because it was pretty crowded so I couldn't use the service properly. Also one of the bus driver on that Saturday morning kept horning several times while driving and that was annoying. We know NYC is a huge city but my experience on my second day wasn't that cool.

Thanks.

"Unhappy"

I was not happy with the tour guide he talked about his personal views on political and religion due the entire time. We didn't get to go on the ferry to see Lady Liberty and no one from the company had reached out to me. We didn't get to see 911 memorial because we start the tour late and would not have time. I don't believe we should have been stop from seeing everything in the tour because the company didn't mange time better.

"Very disrespectful"

The dispatcher caused a big scene about my son not sitting on outside. However, when they said if under 12 hey had to sit on inside we moved our other two children. We didn't move one because he was 12. The guy didn't believe us and told us we had to show proof of age or passport. Didn't know we needed birth certificate to ride. My son has anxiety and would t get back on buses because of embarrassment this guy caused. The company will not refund any portion of moneu so it was a waste. Never been treated so unprofessional by any company I have ever done business with.