I hate to give negative reviews to a local business, but I had really bad experiences lately. Surly, uncaring customer support, who today gladly had me overpay $30 for my trip. 5 different reps, zero f-cks to give! Couldn't even pretend to care! "Customer Contempt" department. My last trip broke down and was 4 hours late. And just as "icing" in the cake, today's bus home reeks of sh-t. This bus is only in emergencies for me now, and even then.. Please NY, bring us some better public transportation!! read more

The general experience of travelings with Trailways has declined steadily in the last few years, but a few really awful things stand out about the Kingston station location in my most recent experiences: - Station closes before last bus arrives. This causes a few problems. On my last trip (from Kingston to NYC), it was 22F out, the last bus was running late, and the station attendant closed the station and kicked everyone out into the cold outside. This is unsafe, especially if there had been elderly passengers with health issues. This is the result of Trailways NOT WANTING TO PAY to keep the station open with a worker. The station used to be open before the first bus arrived (mornings) and after the last one departed (evenings). This presents a safety hazard to elderly passengers when the temps are that low. You can't ask an 80 year old granny to wait outside in 22F. Trailways, what is wrong with you. Next, closing the station early makes it impossible to get a parking pass for the parking lot. Because you need an attendant to issue the pass for your windshield. When I call their customer support, their answer is "take an earlier bus if you need a pass". That's an answer from a company taking my money to get me where I'm going? Closing the station early (before last bus arrives) also creates another safety problem. I've had the experience where a heavy snow storm rolled in and dropped a ton of snow. The Trailways Kingston lot had not been plowed . The office was closed. No one to call for help or alert them that their lot was NOT plowed and no one could get their car out. I dug my car out (had a shovel in the car) and had AWD and good undercar clearance, so I could get out. I used my car to make tracks for other passengers who did not have AWD to get their cars out. Trailways staff meanwhile....nowhere to be found and no way to reach them since they don't post a number for the station and there's no one in the office when it's closed. - Station still closed before the first morning buses depart. Thus you can't buy a ticket or get a parking pass. You can buy a ticket in advance online, but how can you can a parking pass if the Kingston station is closed. You need an attendant for that. Trailways, do you actually want customers? Do you care? - Parking pass, when you can even get one, is now valid for only 3 days instead of the 6 days that it had been issued for in the past. Again, are you just trying to make it harder for passengers to use your service? - Incorrect info on website - When you search for a bus from Kingston to NYC the site returns results for Woodstock or New Jersey. If you don't carefully check the location (in smaller text), you might buy the wrong ticket. Why does the site return locations that were not in any way part of your search. You have to double check everything. NEVER worked like this before. Poor coding of the site. I stopped using Trailways for a few months because the experience had just become too frustrating (having to bend my schedule to the dwindling hours of the station). I took a trip this week and it reminded me of ALL the reasons I don't use Trailways. When I mentioned this to my fellow passengers in Kingston, they said it had been this way for months and is getting worse (buses arriving over 30 min late, not arriving AT ALL, website and 10 pack tickets getting harder to use, prices fluctuating wildly). Do yourself a favor, find another way to get to NYC from Kingston. read more

I reviewed the Trailways Bus terminal in a very negative way after one bad experience. Which was really bad. But overall, I'm very grateful to have the Trailways Bus station in Kingston and I generally take the bus and have no problems. I get the ticket at the window because I need a senior fair and you can't get that online. The bus has always been on time and dependable. And whoever has been working in the terminal itself has always been very helpful. read more

I do you recommend Trailways. It takes you to a lot of much-needed destinations. They provide comfortable seating with free Wi-Fi. It's also nice the way they encourage their passengers to respect each other by keeping their phone calls to a minimum &Devices that they used to have earplugs for a peaceful restful trip. Most of the time I sleep, and I noticed other passengers sleep as well. Thanks Trailways read more

Service on the Pine Hill Trailways Bus system has been in a downward spiral for a long time as our nation claims to be advancing and progressing. For many years one could set their watch based on the arrival and departure times of these buses. Not today, they are more often late then they are on time, if they are not just cancelled altogether. There is typically no advance notice of cancellations, they just do not show up and travelers are left high and dry to find a last minute alternative. The comfort of the buses has declined significantly. In an effort to squeeze the last penny out of every trip, numerous additional seating has been added. One almost needs the equivalent of a shoe horn in order to gain access to a seat. They are more uncomfortable then todays airlines and often you find you need to ice your knees from the teeth marks left in them as a result of being scrunched up in the seats so tightly because the leg room has been decreased so much. The Pine Hill Trailways bus system is no longer an enjoyable experience. Like everything else in America today, customer service has been lost because of greed. While the Amtrak and Metro North Train system is far more comfortable, enjoyable and reliable, the cost is a bit more but if accessibility is not a major issue, it is truly a much wiser and more reliable choice. Unfortunately, we are regressing rather then progressing despite what they will tell you. The bottom line is that customer service comes last and greed is the first priority! read more

Most of my traveling is done from city to city. But since my parents moved to the Catskills, occasionally I need to go where no plane or train will, and that's when I end up on the bus. It's usually about $25, which could be worse, but there are always problems. These aren't Boltbuses. They aren't even Megabuses. These are old coach buses, and you're lucky if they have a working bathroom. I would just settle for working air-conditioning, because I'd rather pee my pants than sweat for two hours straight. Because as everybody knows, you ain't cool until you pee your pants. Also, I would like to express my appreciation for the one particular driver with Marine sensibilities, whose "Ooh-rah!" that punctuates all his instructions. He makes an uncomfortable bus-ride just a bit better. read more

Using my babysitting earnings to go shopping in Uptown Kingston, I started riding these buses 55 years ago. Later on I rode them to come home on weekends from my NYC job. Over the years, it was sad to watch the decline of various conditions. Today, however, I am beyond amazed at how easy it was to book my tickets online (formerly a nightmare), the lovely renovated station, and the fantastic upgraded features on the bus itself. Didn't know there was such a thing, but I'm on a NON-STOP trip to NYC, feeling as though I just hired a limo. If only air travel was this nice. Thanks, Trailways! I needed a break today. read more

I had a mix up with my ticket and when I called to correct it, not only was PAM (the telephone operator) not helpful she actually laughed at me. How unbelievably unprofessional. I can't believe they'd hire someone so rude and unprofessional. read more

The Trailsway Bus Terminal is small, but clean. There is a one person counter within the bus station. There are two unisex bathrooms, that are clean. Very nice bus station. read more

What a load of BS! Bought a ticket online, accidentally for one day later than needed. Didn't realize it til got on board. Schedule and pricing same every day so no difference there. They let me on board, then after I was seated called me out, said ticket was for wrong day. Seriously the bus had 3 other people on it. It was for a one hour trip to Newburgh, not even NYC. They made me go buy a new ticket. Otherwise I would pay a $20 fee to change the ticket (for a $10.25 ticket). Obviously I bought a new ticket for today instead. When I called customer service to ask for a credit to use on a future trip for my unused ticket for the next day they said no dice. They said it was fair because it was policy. I said it is pretty simple to offer an in kind credit for future travel - not steal my money because I made a one day mistake booking the ticket online. Then the operator hung up on me after telling me she didn't need to hear anything else from me since I apparently had the nerve to tell her this was an absurd policy. Even Amtrak lets you cash in a ticket for future travel! It's a bus - not an airline ticket subject to TSA policing! It is really hard for me mentally to not prepare ahead of time and buy online because I want to be sure I can go on the bus when I want to go, but I think from here on out I will have to force myself to buy in the station if they are going to be completely predatory about booking the wrong date and not even letting you trade it in for a later date on an unused ticket. You know, Trailways, it is not hard to live in 2018! If you would ever start scanning barcodes instead of making people print tickets with barcodes yet never scanning them, that might help with whatever fraud you think you are preventing by refusing to ever honor tickets. Get a clue and get a scanner. It's 2018, time to catch up. read more

This is my first travel with greyhound bus this year. I agree, they are good is prices but their buses are way way old. On my trip with them from Albany, NY to NYC, it smelled like inside a toilet, even if I was sitting just beside the restroom I should have not smell anything, which I wasn't near it. What kind of atmosphere travellers live in! You should renew your buses and get a new ones, like at most, one year old. Terrible experience and still +2 hours to go. What can you do in such case?? read more

Not sure why so many horrible reviews - although many are older. Maybe things have improved. I took a roundtrip Kinston-NYC trip recently. The trip was on time. The drivers were courteous and drove well, The bus was clean. The parking was free. The price was right. So 5 stars from me. read more

The only reason that I'm sitting on a Trailways bus right now is because the only other choice to get to Albany this weekend would have been Uber, or walking. The moment you get on the bus, the smell assaults you - to the point where you wonder whether you should just get off. Gotta tell you though, I only have myself to blame. Last summer. I took a six-hour ride on a Trailways bus to Rochester on my way to Geneseo. Same thing. The bus stunk. I've heard folks grousing about Amtrak. Admittedly, Amtrak trains are delayed a lot, but at least there's the quiet car, and the train is clean. I've already bought my return Amtrak train ticket home. There's no way I'm putting myself through this twice in one lifetime. read more

The rudest man I've ever had the displeasure of dealing with was at the ticket counter

This driver was so rude.when asked for help, he said find another sit if you can't get it to sit on. Full bus going to NYC. trust everyone was not happy with this idiot.Plus we almost had acciden. Bus was out of control for seconds putting all passengers at risk. read more

One of the worse booking services that I have ever faced. I tried to book trailways bus ticket and one it said that my insurance could not process then it said that the "duplicate transaction was successful" which I don't know what that means and tgen it said that my transaction was declined. In all this bull shit I lost my money and still do not have my ticket. I would strongly suggest not to use trailways for booking tickets. Along with this problem, even the customer care is not useful as they do not have answer to my question but to wait for some days. I dont know how am I hoing to wait for few days if I want to travel in couple of days. So please dont use trailways for booking tickets. Very disaapointed! Worse service ever. read more

Obviously a big fan, & why not? Always leave on time. Nice & clean. Never a problem. Seatbelts. Thank you. Very Professional.

Greyhound is awful!! They left my son at a bus stop in the middle of the winter in the middle of the night. They arrived at the bus stop late and the other bus left already and they just left him. I had to pay $197 to an Uber to take him the rest of the way and they offered me a $20 voucher. I would miss seeing my son for a vacation before I send him or any of my other children on a greyhound ever again. They have waisted hours of my time telling me it's not their problem because other bus lines were hired by them to transport him home. They were incompetent and put my son in great danger and are unwilling to take responsibility for their own actions. DON'T put your kids on Greyhound buses. Greyhound subcontracts out to trailways and shortline and no one takes responsibility for leaving a child in danger. read more

I have used them many times for transportation down to NYC (from Kingston) and back.... The parking is free in Kingston and Rosendale, but at the station in New Paltz you have to pay more than a little bit... There have not been any major probelms in all my trips. The bus did break down in New Paltz Thurday morning but the delay was only about 15 min because there was another one not far behind. read more

People are very friendly. Bus service is _terrible_. How can the US have _worse_ transit than most 3rd world countries? The only thing worse than Trailways NY is Amtrak. This bus station is adequate when nobody is traveling, but catch it on a day when people are trying to get to NYC, and you might as well choose to walk. Granted, the Port Authority is 1,000,000 times worse. That's about as much as can be said in favor of Kingston's bus terminal. Get there early because buses are often over-booked. Online ticketing is hopeless. The site looks like it was designed in the 1990s. New Paltz has become a far more popular town in the past 25 years, so the bus may well be packed. Buses going to NYC often come down from places further upstate, so seating is unpredictable. And count on other riders to dump as much stuff as possible on their seats in the hope that you'll choose to stand all the way to NYC. The bus operation is family-owned, which explains a lot. read more

I am also a big fan for convenience, friendliness of staff, but mostly for the competence of drivers. I agree that sometimes the odor from the bathroom is overwhelming, and honestly the buses rarely pull out of the terminals both in Kingston and NYC on time, but the drivers are top notch and professional. I am fortunate because I live less than 15 minutes away and it far more convenient than driving to Rhinecliff for the train and the parking facilities at Rhinecliff are pathetic. The Dietz Stadium parking lot always has spots. I recommend Trailways very much!!!! read more

Maybe the idiots who run this bus line can pay a REAL programmer to manage their web site, instead of some incompetent ex-bus driver. Just try making sense of them!! Got an urgent trip to take? DON'T BOTHER TRYING TO DO ANY OF THE PLANNING VIA THIS STUPID JUMBLE OF INTERNAL ERRORS! read more

ok, this is better than the chicken bus in central america, and maybe a step above the some of the older greyhounds, but that's about it. its pretty much no frills. it gets you to the port-authority and back to kingston. i'm not sure why riding on the smelly bus with a wise-acre driver is supposed to be better than the day-liner boats down the hudson that grandma used to brag about, but whatever. also, if you ever drive in uptown kingston, and get a red light on the corner of north-front street and washington ave in front of the station, watch out. the drivers are notorious for blowing off the light, and trying to squeeze in and out of the station. they've never hit me, but i've seen them take a bumper off a car once. read more

Very cumbersome online ticketing and inadequate customer service. After ordering your tickets, first you get a receipt, then you get an email, and then the tickets are in the email attachment. If you don't or can't print them out, you will not be allowed to board the bus and have to pay for another ticket. Nevermind that you can call corporate headquarters and they can look up your ticket in a matter of minutes, or that you can show them on your iphone the email and tickets, you lose the whole ticket if you don't bring the paper printout. These tickets are also non transferable (photo id required at time of boarding). Your penalty for not printing the ticket is the full price of another ticket. read more

My boyfriend takes the bus from Kingston to NYC regularly to travel to work and back and not only is it expensive but the parking lot sucks and has a million obnoxious rules. Where are people waiting to pick up supposed to park?! It's always packed with cars just lined up all over the place. read more

The bus seats are very uncomfortable. The buses are newer, but the seats are designed poorly - they are leather and the back is too far back, so if you lean back, you slide off the seat. The foot rest is a joke - it swings down, all the way to the floor, with no way of latching it up higher to keep you in the seat - what's the point? Just put your feet on the floor. There is NO place to put a cup or a book or newspaper or magazine - like on a plane or Amtrak - there is no seat pocket. Very inconvenient. Would not recommend taking the bus unless it's your only option. Riding from Kingston to NYC is a two-hour very uncomfortable ride. read more

If I could rate less than 1 star I would. I've taken Trailways many times, and while its never been amazing my most recent experience was definitely the worst. I was supposed to be taking the bus from the New Paltz park and ride, my mother was getting on the bus a couple stops before and was saving me a seat. It was cold so I was waiting in my car for the bus and told my mom to call when they were close. She calls and I am walking towards the bench to get picked up ( I was maybe 50 feet from it and definitely in view of the bus driver) when I see the bus pull in and do a u-turn and leave without even stopping for 1 minute or coming anywhere near the pick up bench. My mother, being on the bus and seeing me out the window alerts the bus driver that someone was trying to get on the bus, but the driver just ignored her. My mother then walks up to the bus driver and says, "excuse me, someone was trying to get on that stop" the bus driver then starts yelling that she didn't see anyone until my mother goes and sits back down. So I quickly drive back to the TrailwaysNY station and explain the situation to the very understanding man at the counter who directs me to call the customer service number. Well it didn't get any better with customer service because they were incredibly rude and after placing me on hold for what seemed like forever told me they'd fill out a report. When my mom arrived to New York City she said to that bus driver, "you left my daughter stranded at the bus stop" at this point the bus driver starts yelling so loudly and aggressively at my mother that she just wrote down her name and got off the bus. I am disgusted with the customer service, with the bus driver, and the whole TrailwaysNY experience. I will be taking the train or driving from now on. read more

So much easier than trying to return a rental car in Manhattan. And the bus drivers don't allow ANY bad behavior, which includes noisy electronics. read more

The Trailways bus terminal in Kingston NY is terrific. The staff are accommodating, helpful and, Norman, the manager is great. Thank goodness they've increased their parking allowance - and there is no charge! 9 times out of 10 the driver is considerate and, again helpful. It's a small terminal with a big heart. Thank you read more