In first place, we want to notice that when we bought the tickets on Viator website, it was said the departure time was 7.30 am. When we call the operator (Graylines Las Vegas) they told us that the pickup time at our hotel was 6.05 am.
The bus that came to pick us up came about 30 or 40 minutes delayed and brought us to the operator headquarters, were we had to do a queue to get color bracelets to all customers depending on the options bought by the customers. Then we got on buses and finally head to grand canyon aprox. at 8am.
After stopping at the hoover dam we arrived at the parking of the west rim at 11am. The the bus driver, Patryk, went to the offices to get the tickets, but he has absolutely no idea of what tickets he had to gave us depending on the pack bought, as there was people only for the tour, others for the skywalk and few others like us that had included the helicopter flight. The bus driver had to go back to the office a couple of times more and finally all of us got the tickets at 11.40am. The bus driver didn't explain nothing at all about the tour, how to get to the heli, where to get the lunch, nothing at all. We neither got any information in spanish, as it was said in the title of the pack we bought in viator, not a single spanish word in the whole trip. We neither got the informative leaflet about the facilities and the viewpoints all other visitors had. Finally the bus driver said all people had to be back to the bus at 3pm. So only a bit more than 3 hours later.
When we got off of the bus we had to start asking to the offices how to get to the heli as the bus driver didn't explain us, and we finally got to the heli offices, where they has us on a passengers list. In the heli offices, we had to wait until we were called to do the flight.
We had to wait more than an hour, and finally after complaining and tell them that we were very short on time they called as at 1am. At this point we already were so nervous about the time, that we could not enjoy the flight as it deserved. We came back from the heli and the boat tour at 2pm, and we went directly to the bus driver to tell him we just had came back from the heli, and we still had to go to the viewpoints, skywalk and have lunch, which was included in our tickets. He said it was not his problem and that we had to be there at 3pm no matter what.
So in one hour we had to run as much as we could to see some views from the viewpoints (Eagle point) and visit the skywalk. We didn't have time at all to have lunch, and we had a terrible time because we were so worried about not being back on time, as the buses that bring you to the different points of the facilities take a long way to go back to the bus parking. It was one of the worst experiences we ever had on an organized trip.
We are totally disappointed with the treatment offered and we did an official complain and asked for a refund without no answer yet.
Odpowiedź od gospodarza
May 2019
Dear Josep B,
As we have said in our direct correspondence with you, we are sorry for the delays you experience at the Grand Canyon and additionally we are sorry if you found our response time to your inquiry not fast enough, but as you can well imagine some research was required in order for us to sort you issues. We do believe that the matter has now been resolved to everyone's satisfaction and we want to wish you all of the best In your future travel arrangements.
Sincerely,
Zachary