Hi,
First, let us say thank you for choosing Gray Line and apologize for the inconvenience this may have caused you in San Francisco. We have investigated and are working on a better way to reconfirm with the customers prior and assure that this doesn't happen again to anyone. Thank you again for bringing this to our attention.
We have begun the refund process for your booking. Our email is customercare@glnorcal.com, please contact us if you do not see a refund returned within 3-5 business days. Thank you, and we hope to see you again. -Gray Line San Francisco