About Grand Canyon Tour Co.
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Book your Grand Canyon trip elsewhere! Company is very disorganized and there is a huge lack of communication between them and their tour guides. Booked a "do it all" tour of the Grand Canyon and found out that the tour guide didn't even know we booked the helicopter/boat ride as well. Only got to do the Skywalk/Hoover Dam portion of the tour. Contacted customer service and still waiting to get reimbursed for the part of the tour we didn't get to do.
We had a very negative experience with Grand Canyon Tours, who turns out to be a broker and not the actual provider (Papillon). Gray Line Las Vegas was doing the transportation for the trip. We are incredibly upset that these providers did not accommodate our request to allow my mother to bring her electric scooter. My mother is disabled and requires the scooter as she can not walk very well or far. When we landed into Vegas, per the email instructions, I called to inform our hotel room number. I informed the representative about the scooter AND told her the scooter had the ability to be broken down for transport. She told me that since it was less than 48 hours, the scooter would not be allowed.
I requested a manager call me back and after two hours, I had to call back because nobody called. I was then put on hold for 5 consecutive minutes. I had to hang up and call back because I thought she forgot I was on the line. Then she put me on hold for another 6 consecutive minutes. Again, I had to call back and tell her I would be filing a complaint with the American Disabilities. Within about 10-15 minutes later, Savannah identifies herself as a manager and told me they could either issue a full refund for our group of 6 or we should rent a collapsible wheelchair. They also would not credited us for the cost of the wheelchair they said we needed to rent.
I explained to Savanah, there was nothing on the website about the 48 hour rule NOR anything in the confirmation emails about this rule. They said people that travel with electric scooters always “just know” to call further ahead. This is completely ridiculous. Rescheduling the tour was not an option, since we are from Chicago and flew into Vegas for just a short period. Pushing my mother in the wheelchair was INCREDIBLY difficult. The steep inclines and declines — as well as the path by the art studio within the Grand Canyon was gravel and very bumpy. She has to sit in the lodge for all but 30 minutes of the entire tour while the rest of us went ahead to explore. It is very unfortunate this was not a great family memory because of this situation.
When we visited Hoover Dam, again — pushing that wheelchair up the inclines was horrible and the ramps were so long. Family members had to take turns pushing the chair because it was so difficult in the heat and steep inclines. I also explained the situation to our tour guide Ricky. He said I should email the manager “Ed”, whom we never received a reply from. When I sent the email, there was nothing but finger pointing amongst these companies and nobody wanting to help or take accountability. The organization of the transportation on the tour itself was horrible and inefficient. We got picked up from the hotel and didn’t get back till 11:15pm. Find another tour that cares about people and those with disabilities.
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We had to take a taxi from our hotel at Harrah’s to Bally’s to get on the shuttle bus that took us to the main bus hub where they had one guy working behind the counter to check you in. The breakfast was old pastries and coffee. Our bus was old and smelled like urine where someone didn’t clean the bathroom. The bus driver had a microphone to tell us about the tour throughout the trip and the speakers kept shutting off so we couldn’t hear nothing he was saying and it was annoying! The tvs for the movie that played during the trip was so fuzzy you couldn’t see the picture and the speakers cut in and out constantly and it was annoying also. The lunch buffet was disgusting! I would not eat it and had to buy us a sandwich at the Grand Canyon for $25. Don’t go on this tour, do yourself a favor and go rent a car.
On February 27, we bought a bus tour to Grand Canyon west rim for 2 people. The tour was supposed to be March 12, 2019 and the bus should pick us from the Paris hotel. The night before we called and they confirmed that they would pick us up at 6.40 am from the Tour lobby of the hotel. When we were brought to the office, they told us that our trip (only my husband and me) was canceled. Nobody explained any reasons, there were simply no places for us. I do not understand how this is possible? We specially flew to Las Vegas to go to the Grand Canyon. We are an elderly couple, my husband is disabled and we, without warning and without offering anything in return, were simply thrown out of the tour.
We were picked up on time taken to their check in building. Went to the bus (we were spending the night at the canyon in order to take the 3 pm jeep tour). Our driver told us he would take us to the hotel and to stay on the bus. Everything was fine until we reached the canyon. There our driver told us we would have to wait until all passengers were back on the bus before he would take us to our hotel. He then suggested that we could walk. Said it would take us about an hour to walk. By this time we missed our check in time and our jeep tour. (We made the overnight jeep tour in order to see the canyon at sunset). We were going to stay and take the 9 am tour, but that was not what we had signed up for or wanted to do.
So we got back on the bus to get back to LV. The next day we called and was told we should have told the driver to drop us off at the jeep tour meeting point. (There was no instructions for us to do so in our itinerary) so how would we have known to do that. Since they scheduled our entire tour reservation, we began to wonder how they did not know that the bus would not get us to our destination on time. Then held us accountable for not taking the tour or the tour for the next day. We did not call for pick up the next day because as stated we got back on the bus to get back to LV that night. (The bus driver did not informed his company that he brought us back). (We had to make a slight detour on the way back to pick up a passenger who had gotten hurt and had to get stitches).
Once we reached LV the driver started making comments about it would take some time to drop us all off at each hotel so when we get to a hotel near yours would you get off and walk to your hotel. It would save him some time. We are seniors with minor hip problems and after all we went thru that day to walk thru the casinos, over the overhead walkways just to get back to our hotel was a bit much, just to save him some time-right. This was our first visit to LV, our first visit to the canyon and we were very disappointed in the outcome of our tour to the canyon and the response from the company when we called to discuss what happened. We won't recommend this type of tour to our friends and will never recommend they use your company to schedule an overnight tour.
Bus picks up at specified hotels at 6:30 only to drive around to additional hotels for at least an hour. You are then dropped off at mail quarters to pick up another bus & have to stand in line for a prepackaged danish & a water. After an 8 hr drive with two stops for a snack (on your own) and a buffet- poor quality food at best! Finally arrive at GC for a total time to explore of 1 hr & a half, basically. We waited on the bus for another hr for a couple who never showed, delaying our trip back to Vegas. On a positive note, driver was very accommodating and tried to keep everything upbeat. Showed several movies, only one was really bad out of four.
Would never recommend.
I took the Grand Canyon Tour August 12, 2018. If there's a zero star or a 1/2 star, that would be what I have this company. And if I can give a motto to this company, it would be "Bad Boss, Terrible Employees." Below are reasons and honest reviews: The bus was supposed to pick us up at Tropicana Hotel at 6:10 am. No bus showed up till 7:10 am. The company phone was not in service during the waiting time. Apparently, the company system was offline due to the storm the day before. One of the ladies (Jessica) in the same tour spoke to a customer rep who claimed to be the manager said that we all have to take a taxi to a different meeting location and hang up (rude). Despite what was told, a bus showed up 2 minutes after. This was bad communication cause we could have been strand if we listened to that rep.
I entered the bus and asked the bus driver (Keith) where are we heading and will we still be doing the Hoover Dams with all the delays. He told us that he is going around the hotels to pick people up and we will be transferring to another bus. Confused, I asked, "another bus?" This bus driver then condescendingly said, "yes, did you hear what I just said? Everyone here heard me....?" I basically told him that the way he talks to me as if I don't understand English and he kind of shrug me off. The customer service that bus driver Keith gave me was disgusting and uncalled for. Everyone on the bus heard the man too, some British lady even recorded it. I understand that everyone has had a bad morning, especially for the people who are working in the service industry. However, it is no way to stereotype me as a non-English speaking tourists and be condescending to me.
We then got to the Grand Canyon Company to switch bus. Some people was so upset with the customer service that they want to complain to the head manager. They asked me to come along since I was treated rudely. Apparently the manager is the "owner" and her name is Karen ** and she was very defensive about this whole entire ordeal. She even said that she had never experienced these kinds of complaints and told us to not get into politics with the condescending bus driver. Anyways, she obviously does not know how to appease customers and she should train the people working under her a class on "excellent customer service" if she's running a service company and want to retain customers from coming back. But this is not all, read my third bullet...
Bus driver #2, BILLY, driving bus with plate no. ** at 8 am August 12, 2018. I came to check in and ask him that I need to get back to the manager room since a bunch of us is in there. He then started to yell at me to get into the bus and grab a seat. I told him that I just wanted to go back to talk with the owner and that a bunch of people he's waiting on is also in there. He then proceeds to tell me NOT to tell him how to do his job. I do not know what the heck happened but the guy just got all upset and defensive and attacked me. Angrilly, I did flip on him as I walked away. When the group of people making the complains made their way back to the bus for check in, Jessica and Jasmine went to talk to Billy about what had happened.
As they discussed about me, Billy told the girls that I was causing troubles and the girls defended me. Next thing you know, things got heated between the driver and the girls, and the girls walked into the bus yelling "I am staying on this bus, you can call the police if you want to kick me out." Billy came into the bus and yelled "you guys are a bunch of dramas. I don't want dramas in my bus. Get out! And the Asian one (me) too." The six of us got kicked out. Standing at the bus with Billy and Karen (the owner), Karen was siding with Billy and the arguments continue.
At this time, I was already tired and I just want to do the tour for my cousins. We just got onto the other bus and that was the end of it. However, I learned that after we got off the bus, Billy told the tourists in his bus that "all the troublemakers are now off the bus" and started to bad mouthing us. It was very un-called for and unprofessional. This bus driver is a bully and threatening, I would be careful if he's your bus driver.
The only good thing I can talk about was bus driver #3, but he was very calm and professional. Everything was fine on his bus; not all bus drivers are the same! Honestly, I paid over $200 not to get treated badly while on vacation. Your company should be lucky I bring you business. You're a service company, you should have yourself and your employees properly train on treating your customers: on how to treat upset and anxious customers and how to handle a bad situation when there's an emergency event, such as the effect of the storm. Don't make excuses and attack your customers due to your lack of preparation. Anyone who is reading this. I advise you, with my utmost conviction, to not do business with this company unless you want to be treated badly when you tried to explain to the company you're not getting the service you paid for.
I have a sister in town with her 3 kids from overseas who wanted to visit Grand Canyon again. So me and my other sister decided to book private tour instead from Las Vegas to GC instead of driving for 7 people. On PRINTED receipt the pick up time is 7 am. The driver, name: Eli got there 6.30ish. Let us know we can come down anytime. We were a little confused why he came way earlier than the pick up time which is 7 am, but we were thinking he probably like to come early. So by 6.40 we the adult was ready, but the kids weren't. By 6.58 am we called the driver that we will be down by 7.15, and we told the 3 kids to hurry up. We got down 7.10. We went down to lobby/valet area to look for the driver. So My sister called the driver.
By the time he came back, he had bad attitude saying that we need to be in his time table, and that he need to go back home on certain time. We understood, so we let him know no worries, we can skip one or two spot so we can catch up with other destination. Our goals is to have more relax experience on this tour since 6 of us been to Grand Canyon before and only 1 never been there. While my sister was puffing her first half of cigarette, the driver approach her in rude tone and told her go to the bus so we can proceed with the trip. At this point I was already surprised how rude this person is. My sister just went back from San Francisco & Napa Valley two days prior, both using private tour for 6 people, so we are not new on this private tour group things.
We started feeling more uncomfortable as we all inside the bus by 7.25. He was still talking to on the phone outside. By the time he come back, he was still insisted that we need to be on his time table, which started to upset my sister that come from overseas. She then mention we hired private group tour so we can have flexibility. He then said do we want to proceed or cancel the tour in very rude manner. I WAS SHOCKED!! We requested to speak to the manager at that moment as we started feeling uncomfortable with his service.
The manager was unavailable, since it was pick up rush time for them. As we already felt uncomfortable, and the driver told us 4 times are we going to go or going to cancel it. I never experience bad service like this before with tours. So we get upset also and decided to cancel, and requested full refund. As the driver swiping my sister card for refund, he didn't give her full refund. And told us to get off his bus. Of course we refuse to get off. The Trump hotel staff came to us, we explain the situation to him, and he tried to talk it out to this driver, and he refused and was being rude also to the staff.
FYI I live in Inland Empire California. My sister and I can drive to Grand Canyon from Vegas ourselves. But we decided to hire private tour instead so we can relax as a family. The tour management didn't help us either. This is not about $70 less money they didn't give back to us. This is about us hiring private group tour so we can have flexibility of time based on our needs and not on their time table. Again even though we told the driver will be down 7.15, we were already on the waiting bench 7.10 am.
I DO NOT RECOMMEND THE DRIVER NOR THIS MANAGEMENT. Their driver didn't have any flexibility in your time needs and wanted to be on his TIME table. Vegas to Grand Canyon only 4 hours away. For a day trip for $835 that they charge, the driver should cater more to our needs. If you are parents and have kids that tend to drag their feet, you all know what I mean, stay away from this driver and this company who won't help you ease the situation either.
Do not use this company! The bus left us stranded at the Eagle's Nest stop and any help from their customer service, John, (he stated he was the manager) was even a worse disaster. He was arrogant enough to tell me that it was my fault and "apparently no one else had trouble finding the bus." That was very helpful to 2 women who were scared, lost and asking for help to reconnect with our bus. He yelled and did nothing to help and he refused to let me speak to anyone else in the office. John stated they did not have a plan for missing passengers or any advice on what to do next, basically, it was my problem to handle. He also argued that the bus had not left us, it had left us! And it gets worse, John attempted to contact the bus driver for their next destination and the driver never answered his phone. At this point, I just wanted help and didn't care to argue about blame.
His behavior should be used at a seminar as "what not to do" in a Customer Service Recovery presentation. Our South Rim tour date was June 6, 2018 and I have yet to hear from anyone, and I did NOT receive a customer survey as intended. My daughter and I visited the Las Vegas area as a gift for her college graduation, and this tour was dangerous and we did feel safe with them. At the Eagle's Nest stop, we had a time to meet, and I know we were 5 minutes late because I went to the wrong pick up initially. My daughter and I RAN to get to the correct stop and the bus was GONE! I was in shock and we were at the vast Grand Canyon, 5 hours from Las Vegas, had never been to the Grand Canyon and were abandoned.
I had paid Canyon Tours to take care of us and account for us to be on the bus before departing any stop. I never saw the bus driver, Ralph, do a head count until after we were stranded and then he waited an extra 20 minutes for 2 people to return. Another bus was also missing 2 people per our bus driver. The care and concern for a solution was handled by the staff at the Eagle's Nest Lodge, they determined the next stop, called their shuttle van to take us to meet our bus about 15 minutes away as a courtesy and kindness. They actually cared about our safety and promised us that they would get us back to Vegas. The reassurance was calming. This is the first review and complaint I have ever written because the experience was just that awful! It would be wrong of me not to notify others.
I do understand that this company has a 24 hour notice cancellation policy. In the middle of the night before our trip I went to the emergency room. I was held for observation and given IV fluids for over 24 hours. The company refused to credit me. Again I understand policy, but I also understand good customer service.
Grand Canyon Tour Co. Company Information
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- Grand Canyon Tour Co.
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