When booking tours for Bali, I noticed that most tours appear to be of the annoying "must have 2 people or more" variety and, as a solo traveler, I was happy to find that Gray Line offered coach tours in Bali that allowed for bookings for one. Having had good experiences with Gray Line in other parts of the world, I was disappointed with the sheer incompetence and disorganization of their Indonesian affiliate (Panorama Tours).
I booked the Eastern Bali Mystic tour for a Monday at 1 PM - or at least that's what the Gray Line website and the voucher they issued to me led me to believe. They required that I call them the day before to confirm and only after confirmation would I receive an official hotel pick-up time. Well, after I called, they sounded dumbfounded and claimed to have no record of the booking. When I told them I had a voucher they said they would pick me up at 1PM and that I just needed to show them my voucher. Well, all went planned the next day except that, about 30 minutes into the tour, the tour guide received a call from Gray Line and then turned around to tell me that I was on the wrong tour. I showed him my voucher and he looked dumbfounded. Then another passenger told me that this was the "Sunset Tour" and that the Eastern Bali Mystic tour was only on Tuesdays and Thursdays at 8 AM (not Monday at 1PM, which is what it said on my ticket). I was disappointed since they issued me a wrong booking and ticket. What's more, the sunset tour merely repeated destinations I was going to see on another tour the following day. Further, it was $25 less. When I raised this with the tour guide, he again looked dumbfounded and said he'd raise this with management. However, of course he likely never did. I wrote to Gray Line HQ in the US and they said they'd contact Panorama Tours to look into it and get back to me but never did. So far, neither has approached me to truly apologize and refund me for this tour.
On the tour itself, while I did not manage to take the Eastern Bali tour, I did (albeit not intentionally) take the Sunset Tour and I also had taken the Northern Bali tour with Gray Line. I'd say Over half the time is spent just driving along bumpy roads with a tour guide who can speak limited English. You get to see only a small handful of sites. On the positive side, they don't waste your time taking you to a bunch of craft shops which are trying to sell you souvenirs like most other Bali tours do. However, you're better off just hiring a driver doing all the major Bali sites in one day than booking the multiple tours that Gray Line has carved the island up into and dealing with their incompetence.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.