I had a few issues after I booked then when I booked my first booking was canceled because they tried to charge a day early couldn’t so they canceled my booking I booked another time then lost my time had to have them come earlier which had us at the cruise port super early. I wasn’t aware they weren’t dropping us off at the port but was dropped off a little bit of a walk to the port that was annoying especially with bags & so many ppl there were 14 of us ranging from age 7-70 so it was just a lot I would of rather we been dropped off at the port. I’m not saying I wouldn’t use them again but I would try to find another car service before I do. They did communicate with me very well while trying to get me scheduled for my pick up time after my original time was taken. I’m glad we got there safely & the van fit everyone great. I would say as long as you book have your money available early & pay attention to your emails for communication you won’t have issues. My app wasn’t notifying me when they would reach out I won’t blame them for that. I just wish somethings were handled differently.
Thank you for choosing our service. We’re glad you arrived safely, on time and enjoyed our vehicle. For future travelers considering our service, we would like to clarify a few points regarding the circumstances described in this review: The original reservation from this guest was submitted without a pickup time or clear destination details. We made multiple attempts through Viator to obtain the information needed to properly coordinate the transfer, but did not receive a response from the customer. The reservation was subsequently canceled automatically by Viator following a payment issue (no funds) from the guest, which is outside of our control. When the new reservation was made, 9:00 AM was requested for the first time, but that time was no longer available. We immediately worked with the customer to find an alternative. The customer selected 8:30 AM, and we provided the pickup on time. The cruise-port drop-off procedure was also communicated in advance, in detail, and followed as communicated. The issue experienced described in the review largely relate to the “user” booking procedure and Viator payment rules rather than a failure of the transportation service itself. The actual transportation was a 5/5-star service with good communication, safe arrival, on time, and a van that accommodated everyone comfortably, as the customer herself acknowledged. This is also consistent with the feedback we have received from other guests, whose reviews have recognized our quality of service. Our commitment is simple: clear communication, reliable transportation, comfortable vehicles, and a genuine effort to accommodate our customers when circumstances change. We appreciate the opportunity to clarify the circumstances and look forward to providing a professional experience to all of our guests.
