I booked this tour one day ahead and started to call in to reconfirm my pick up address/time. At first few calls they let me hold (like 15 to 30 mins). still did not confirm until 4:42pm ( I've called them 8 times during different time period). and i called customer service, they said they can only send them email and wait their respond. The point is that the time already passed 5pm on Friday and the info shows that they should pick me up at 8:30 am in the morning on Saturday. I spend the whole afternoon to try to get this thing confirm. They still let me wait and couldn't give me refund if i cancel it. i have no choice except to wait. how could i make plans with everything including hotels. at 7:48 pm on Friday, Gray line Miami called me and told me they cannot pick me up since they only pick up at certain hotels. I said okay, then i requested to send the address to my email. The lady's voice sounds inpatient and the tone she was talking was sooooo TERRIBLE. Until right now 10:17 pm Friday, i still do not receive any address email yet (8:30 am tomorrow, I should be somewhere to wait for them to pick me up). They were not even listening to me. I'm so upset, this stupid thing ruined my whole Friday and Saturday and don't want to go this tour now. $40! just take it. I really don't want to waste my time but i am so pissed off you know...I am just saying what i went through this whole afternoon. Don't waste time and money. They don't take care of your situations and no responsibilities. no credit. I went through many tours in different states. This is the worst one in my life i swear.