Most Disgusting, Disappointing and Horrible Bus Trip with Greyhound

I booked the Greyhound Premier bus for my Son and I on the 26 March 2023, 8am. We arrived early at the bus terminal so that we could board the bus by 7h30 as per the SMS Received. There was no signage, nor was there any person's directing us to the correct bus. We waited until 8am with no assistance, and I then called in the call centre. I spoke to a lady who seemed very confused herself. She asked me to look for a Citi Liner bus, but it was the wrong bus. I then went to the Driver of the bus, which was a Greyhound Light Bus and he confirmed that our names was on the list. I booked the Double Deck Bus specificly due to my sons Birthday request This was not the bus we paid for nor expected. The toilets and seats were filthy. The strong nauseating smell of urine was all over the bus, other passengers complained about the stench. The driver drove over a few potholes and we almost felt like the bus was going to breakdown or be in an accident. The Side Luggage compartment opened whilst driving through a town and the bus driver has to stop the bus to close it. It was a horrible journey with Greyhound. I insist that Greyhound Management contacts me as I never want to travel like this again. This is suppose to be a Birthday Trip with my son, and it was distasteful and disgusting. I spoke to the driver about the urine stench and he said that it's from the toilet and there's nothing he can do about it.