Frequently Asked Questions 

Why should I buy attraction tickets in advance online?

The benefit of buying attraction tickets in advance online is easy; because you can buy tickets to many attractions in one place. By purchasing tickets in advance you have guaranteed availability.

Where is my nearest pick-up point?

We offer a pick-up service from over 200 hotels in Miami Beach and Downtown Miami, if your hotel is not listed, please note you should call us so we can assign you to the closest pickup location.

What time is my hotel pickup?

Each tour has it’s own pickup route, please note your voucher may have the start time of these routes as a pickup time, therefore we encourage you to call us at least 24 hrs in advance to confirm the time the bus will be arriving at your hotel so you don’t have to wait additional time and plan your morning accordingly.

Are your tours suitable for wheelchair users?

Only Fold-able wheelchairs are allowed on the Key West Day Trip, please note our vehicles do not have ramps, therefore you should be able to get on and off the bus on your own or with help
Please contact our reservations team who will be able to answer any questions you may have.

What is included?

Please refer to the detailed information of the tour selected.

What is not included?

Gratuities for the guide and drivers. Also, Please refer to the “notes” on each tour for additional information

Is lunch included on full day coach tours?

No, it is not included.

Can I make amendments to my booking?

Tour date and time changes can be made free of charge up to 48 hours prior to the departure, please email or call us if you would like to make changes

Which payment types do you accept?

We accept MasterCard, Visa, American Express when booking online or by phone. Unfortunately we do not accept debit cards.

What if I do not have a working printer?

A paper voucher is always and encouraged recommended however; we understand that sometimes that is not possible. You can always show your voucher or tickets on your phone to the tour guide or driver upon pickup.

Are my personal details secure?

Your personal information is submitted on a secure server and is used only to create your ticket and/or to contact you if there is any problem with your booking or in case we ask feedback after taking our tour. We DO NOT sell your personal information to any agency and after a period of time, this information is erased from our database.

Will you contact me if there is a problem?

Please be sure to give us your contact details. If there is any problem with your booking or payment details we will contact you on the telephone number or email address stated in the booking. Sometimes, tours may not operate due to the weather, and we may need to contact you to advise you of any changes.

I have booked online. How do I get my vouchers?

You should have received an email with your voucher and confirmation upon purchase. The ticket you have printed with the reference number is your voucher/ticket. Please remember to bring this with you. You will not be allowed entrance to an attraction without a valid ticket.

What if my don’t receive my voucher/ticket?

If you don’t receive your voucher after your booking, please contact us at [email protected] requesting your ticket. On certain packages, a message will be displayed indicating that the vouchers will be emailed to you within 48 hours at your given email address. If you do not receive your voucher within the given time please contact us at: [email protected]

Will you use my personal information to send me promotional material?

We will not send you promotional material. We only send promotional material to customers who have given their permission.

Where can I park if I’m staying at a hotel outside Miami?

Miami Beach
GARAGES 7th Street & Collins Avenue, 13th Street & Collins Avenue, 16th Street & Collins Avenue
LOTS 6th Street & Collins Avenue, 10th Street & Collins Avenue, 21st Street & Collins Avenue, 27th Street & Collins Avenue, 34th Street & Collins Avenue, 35th Street & Collins Avenue, 46th Street & Collins Avenue
Downtown Miami
Bayside Marketplace, 401 Biscayne Blvd., Downtown Miami – parking garage and two surface lots

Cancellation Policy

How to Cancel a Reservation
Most tours and services offered directly on the Gray Line website can be canceled up to 24 hours prior
to departure (Select tours) under Gray Line’s Easy Cancellation Policy.
Easy Cancellation is noted on all applicable services with a duration of one day or less. Specific
cancellation and refund policies are noted on all other services in the description details. Email
[email protected] or call us at 786-235-2775 to cancel your Gray Line reservation and we
will gladly consider your request. Cancellations can be taken over the phone and/or via email. It is
always recommended to ask your Gray Line Miami representative for a cancellation confirmation email.
Cancellations less than 24 hours before the tour: 100% cancellation fee. (Select Tours)
– Rescheduling Fees are circumstantial to tour; Prices may vary
For cancellations within 24 hrs. due to any reason are to be reviewed; Reimbursement amount will be
determined after investigation. Reimbursements are not guaranteed, and total reimbursement amount
is at discretion of the company. Cancellations and/or reimbursement requests are processed only during
OPEN office hours.
Rarely, we may cancel a tour due to weather or other circumstance out of our control. If Gray Line
Miami cancels the tour, you may choose between a rescheduling of the tour, a full refund or a credit
towards an alternative tour. Upgrades for rescheduled reservations may be considered but cannot be
imposed. If you choose to accept a credit towards an alternative tour, the difference in the cost will be
refunded or paid by you as applicable.

IMPORTANT NOTE: We cannot grant refunds more than 30 days after completion of tour.

What CAN be Refunded:
• Select tours may require a minimum number of travelers to operate; If tour is cancelled due to this
circumstance & you are unable to reschedule your tour, your tour will be updated and cancelled without
penalty and refunded.
• Cancellation due to weather, mechanical issues or other circumstance out of our control
• Any additional refunds based on qualifying circumstances will depend on the individual Online Travel
Agency and/or Operator & their Reimbursement Department.
What CANNOT be Refunded:
• Bahamas & Helicopter tours cancelled under 72 Hours, late and/or failing to appear on the day of tour
will not be refunded. Rescheduling Fees will be applied.
• No refund will be given for any portions of the tour unused by the traveler after tour departure
regardless of circumstances or by delays caused by any circumstance out of our control including road
closures and events
• No shows forfeit entire payment. Rescheduling Fee will be applied to all No-Show events.
• Same Day Dolphin Mall Shuttle Tickets
NOTE: Gray Line Miami strongly recommends reconfirming your tour via phone and/or email within one
to two business days prior to your tour start date to confirm the specific details of your reservation such
as correct pickup location and time. Gray Line Miami reserves to right to alter the pickup routes, pickup
times and order of any combined tour to ensure a smooth operation and avoid delays

Lost & Found Policy

Please contact us immediately if you believe you have left any property behind with as much n formation as possible; such as tour /bus you were in, estimated location (row/seat) and item description.
Gray Line is not responsible for items left behind on our buses/attractions. Any items that are to be collected for the Lost & Found are to be turned into the Operations Manager and recorded into the Lost & Found Log until claimed.

If you item is found:

You will be responsible for the shipping costs of the LOST Item.

Gray Line Miami WILL NOT be responsible for covering any shipping cost for returning items, Insurance and/or additional fees..

We will advise an estimated weight for the product for correct label purchasing,  please email us the shipping label and scheduled pickup time.

Important: We are not responsible for lost items at Dolphin mail, Miami Seaquarium or other locations.

Items that will be not be mailed back:

  • Any flammable material and/or chemicals
  • Perishable Items (Food)
  • Weapons

General Facts about Miami

  1. Country: USA (The United States of America)
  2. Location: Miami-Dade County, Florida (FL)
  3. Status: City
  4. Area: 55 square miles / 143 square kilometers
  5. Population: 399,457 (Miami City) 2,496,435 (Miami-Dade County)
  6. Spoken Languages: English, Spanish, Haitian Creole
  7. Currency: US Dollar (USD)
  8. World Time Zones: GMT – 5 hours Eastern Standard Time, on summertime GMT -4 hours
  9. Country dialing code: +1
  10. Telephone area code: 305, 786
  11. Religion: various religions
  12. Electricity: 110 volts AC, 50 Hz – flat two-pin plugs or third round pin are used
  13. Average January temperature: 67°F / 19°C
  14. Average July temperature: 83°F / 28°C


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Gray Line Miami

153 E Flagler St # 1120

Miami, FL 33131





[email protected]