Gray Line Toronto — Local services in Toronto

My family and I had paid for a bus trip to Niagara Falls that took place on August 28 2025. We paid $474.33 to Gray Line/VIP through the hotel concierge at Hotel X in Toronto. A member of my party, RLB, was billed for and paid the cost for the trip to Niagara Falls for 4 Niagara Freedom day tours. The trip started out okay. That day, the driver was Hugo and our tour guide was a female named Alex. It should be noted that 2 members of the party had some difficulty walking around and the tour guide was aware of their issues. In fact, when the bus got to Niagara Lake, the tour guide even advised the two members who had issues that they could take a shuttle to go into the town and then take one back to the site of the bus (but would need to wait until the shuttle filled up before it moved out). The tour guide specifically advised us that the bus would leave at 3:40 pm. Given that it was a rainy day, my party chose to only walk a short distance and then went into a nearby Thai restaurant to wait until it was close to the time to return to the bus. We all returned to the bus area at 3:39 PM and found that the bus had left us. Other people waiting in the area, including another bus driver, advised us that our bus had just left. We were able to contact the tour guide on our bus by phone through the other bus driver. He advised the tour guide that he would be willing to drive my party to a nearby area so that they could meet up with our bus. The tour guide refused to do that, claiming they were already on the highway. This was absolutely false since we contacted the tour guide immediately upon arriving at the location. It would have taken at least 20-30 minutes before that bus would have gotten to the highway. We were left stranded for 2 hours.

We were totally scared, in the rain, and furious that your company personnel could be so unprofessional and hateful. Had it not been for the kindness of a tour guide and bus driver from Toronto Bus Company(TBC) being kind and professional, we would likely still be stuck in that location. We are not Canadians. We are travelers from another country.

I was appalled by the actions of your staff members and I truly hope that they will be dealt with for their lack of civility and unprofessionalism. Based upon my family’s experience, I rate your company very low and will never again use it, nor would I ever recommend any travelers to use your company’s services, lest they want to end up like my family and I did - stranded and alone. Shame on your staff...

I have to say this is one of (if not) the best day trip tours I have ever been on! To begin, I was skeptical how this would go given there is a somewhat lengthy road-trip to and from Toronto and Niagara Falls. All my troubles were whisked away when I spoke with the team before I booked who went over pricing, meeting, probable return time, and of course a sequence of events. After booking, I was sent a confirmation of my booking and where to meet on the day of the trip. I arrived early at the meeting point, and my driver, Walter, greeted me and showed me to the vehicle, a brand new Yukon XL Denali (I was expecting a large 12 or 15 passenger van, but this was far better!) Though I was a solo traveler, I shared a ride with a family of 3 and a couple, who were all pleasant to converse with. On the ride down, Walter gave us a thorough Toronto history lesson, which included fun facts about the businesses, economy, and tourism sectors. After dropping us off at the falls, Walter got us our boat tickets. It was somewhat cold, but not miserable, in fact, the sun was out with no clouds in the sky. The falls were incredible, and afterwards, we had sufficient time for purchasing souvenirs, grabbing a bite at local restaurants, and checking out the local touristy scene. After meeting back, Walter took us to a spot to view the Niagara whirlpools alongside the river. From there, we made a stop at Niagara-on-the-lake, a small, quaint town full of fun shops and restaurants. Before we headed back to Toronto, our final stop included ice wine tasting at one of the local colleges' tasting rooms. The whole day was amazing overall, to say the least.

This is certainly one tour not to miss! I highly recommend Walter as your guide, as he made the experience both safe, enjoyable, and memorable. No trip to Niagara is complete unless you add the boat ride, so spring for the extra...

Our trip with Peter on December 30 /23 was great even though we did not get to see the illumation because we were left behind.The wine tour and maple syrup factory was a nice bonus and the dinner was delicious but because of large crowds service was an little slow I gave you 5 stars because after talking to Crystal we were awarded a private tour and all cost reversed. The private tour was amazing on March 29 .We stopped at Niagara on the Lake (our first time being there ) and another dinner was arranged at the Table Rock Resturant.Service and food both excellent. Then just the 2 of us got to Light up the Falls. We could not wished for a better guide.Water was amazing . He dropped of off at our Hotel so we could celebrate our 20th anniversary. Thank you Peter ,Water and Crystal...