We booked roundtrip private transfers with Top Excursion Sorrento during our recent trip to Italy — one transfer from Naples to Sorrento at the beginning of our trip, and a return transfer from Sorrento to Naples Airport at the end. To be fair, our first transfer from Naples to Sorrento was excellent. The driver was punctual, professional, and everything went exactly as expected. Unfortunately, the return transfer experience was so problematic that it completely overshadowed the positive first impression. For our return airport transfer, we provided the correct pickup location (Grand Hotel Riviera in Sorrento) and pickup time when booking. We then reconfirmed all details again the day prior to ensure everything was in order. Despite confirming all details in advance, our driver arrived approximately 40 minutes late and then texted to say he was waiting at the wrong hotel, further compounding the delay caused by the company’s own error. This was not a minor inconvenience. Because of the delay caused entirely by the company’s error, we lost the opportunity to complete approximately €300 worth of VAT refunds at Naples Airport — money we were unable to recover. We were then forced into an extremely rushed and stressful airport experience, with airport staff literally making announcements for us as we were running to board our international flight. What made this situation even more difficult was that I had pre-arranged wheelchair/disability assistance at the airport, meaning our timing had been carefully planned around accessibility accommodations. We specifically booked and paid a premium for a private transfer service because reliability was critical for our departure day. Instead, the company’s mistake completely disrupted our plans and created an incredibly stressful end to what had otherwise been a wonderful trip. Afterward, I contacted the company directly and sent a detailed, professional message explaining exactly what had happened and requesting that they address the issue. I received absolutely no response. That, more than anything, is what prompted me to write this review. I understand mistakes happen in travel. Drivers can make errors. But when a company’s mistake causes financial loss, major travel disruption, accessibility complications, and significant stress for paying customers, the very minimum expectation is acknowledgment, accountability, and an effort to make things right. It is unfortunate because our first transfer experience was excellent, which makes the complete lack of professionalism and customer service surrounding the return transfer even more disappointing. Based on our experience, I would strongly caution travelers using this company for time-sensitive airport transfers and would recommend building in significantly more buffer time than you think you need.
Dear Guest, First of all, we would like to express our sincerest apologies for what happened. We are truly sorry that your return transfer affected the end of your holiday, and we completely understand the stress, inconvenience, and disappointment this situation caused. After carefully investigating the matter, we confirmed that the service was operated by one of our transportation partners. Unfortunately, the driver went to the wrong hotel and, more importantly, failed to notify our management immediately. Had we been informed as soon as the mistake occurred, we would have dispatched another vehicle without hesitation to resolve the situation as quickly as possible. This incident does not reflect the standards of quality and professionalism that have always defined Top Excursion Sorrento. For many years, we have been committed to providing reliable, punctual, and high-quality private transportation, as demonstrated by your excellent experience with your arrival transfer. Although we know that nothing can undo the inconvenience you experienced, we would like to take full responsibility for what happened. As a sincere gesture of goodwill, we would like to offer you a full refund for your return transfer. In addition, should you, a family member, or any of your friends decide to visit Italy in the future, we would be delighted to offer a 10% special discount on any of our private transfers or tours. This is our way of showing how much we value our guests and giving you the opportunity to experience the level of service and professionalism that truly represents our company. If you feel that we have handled this matter fairly and responsibly, we would be sincerely grateful if you would consider updating or removing your Tripadvisor review. We completely understand why you wrote it, but we hope you may see this as an isolated and unfortunate incident that does not reflect the way we normally operate. Your trust means a great deal to us, and we sincerely hope to have the opportunity to welcome you or someone you know back to Italy in the future. Kind regards, Giovanni Guidone President &Owner Topexcursionsorrento
