Candice K.
If I could give zero stars I would
If I could give zero stars, I would. Our experience with Gray Line Los Cabos was genuinely one of the most frustrating, unprofessional, and dishonest encounters I have ever had with a transportation company. Our shuttle was scheduled for 12:20pm from Riu Santa Fe. We arrived at 12:00pm, stood in the exact pickup location for 45-50 minutes, watched every vehicle that came through, and Gray Line never showed up. At 12:35 we approached the onsite rep, who phoned dispatch and at 12:45 we were told we were marked as a “no show,” which was simply not true. We were standing there in plain sight with our luggage the entire time. What happened afterward was even worse than the missed pickup: the customer service responses were full of contradictions. One message claimed the driver was at the hotel and the GPS confirmed it. The very next message said the GPS “was not functioning.” Which is it? Because it can’t be both. I repeatedly asked very simple, reasonable questions: • Were the vehicles marked or unmarked? • How long did the driver wait? • Did the driver attempt to locate us at all? • Could the driver have picked up the other passengers scheduled at the same time and left immediately? Gray Line refused to answer any of them. What I do know is this: their vans are not unmarked. We saw every shuttle that came into that area. We did not miss anything. If a Gray Line vehicle arrived, it either left within seconds or never showed up at all. And instead of taking responsibility for a likely mix-up or miscommunication, they chose to blame the customer. Because they incorrectly labeled us as a no-show, we were forced to take an $90 USD taxi (about $125 CAD) and then got stuck in traffic, arriving at the airport extremely late and stressed. You would think Gray Line would at least refund the cost of the shuttle we never received, even if they did not want to cover the taxi. But no. They chose to do nothing. No refund, no apology, no accountability, not even an acknowledgement that something clearly went wrong. The refusal to take responsibility is honestly worse than the missed shuttle. They could have made this right but chose not to. Their attitude seems to be “the driver says you weren’t there, so that’s the truth,” even though we were literally standing in the pickup area the entire time, and even though their own explanations contradict each other. Save yourself the stress, the money, and the fight. Use any other shuttle service. Gray Line Los Cabos has shown us they are unreliable when things go wrong and unwilling to make things right.