My husband and I booked our hotel transfers through Cheaptickets which uses GrayLine as the local representative in Cancun. We did not find a rep. Holding a sign as we exited the airport. We hunted and hunted and had two other transfer company reps help us to find the Gray Line rep. After 25 minutes, we finally found the rep out in the parking area (not by the airport exit). We then pointed out the 15 minute guarantee on our voucher. Which did clearly state AFTER we checked in with a Gray Line rep. Then we waited another 20 minutes for our transportation to our Resort. Two Gray Line vehicles came, but we were told they were not for us. Before our transportation arrived, the rep told us that when we confirmed our departure on Wednesday for our Thursday departure, that the rep would credit our credit card the $62.00 for our transfers. We called on Wednesday to schedule our pickup time. We were then told he could not refund our money. Also we had a very difficult time scheduling with Gray Line in Cancun as the number that the rep put on our departure pamphlet did not work in Cancun. The hotel operator finally found a local Gray Line number and connected us with them. We were pleased that our departure was much more pleasant than our arrival as the driver did arrive at the resort at the promised time. Your guarantee was for the full refund of $62.00 and should be honored.

After sending this to Gray Line Customer Service. I was told they do not offer the guarantee if the plane arrives early or late. So if you don't land at the exact time, their guarantee is not valid, however this is not written on the guarantee.

We will never book our Cancun transfers with Gray Line again.