When I booked a sedan to take my wife and I from the Denver Airport to a downtown hotel, I was informed that "One of our professionally-trained drivers will greet you with a name sign in the arrivals terminal of the airport, will offer to assist with luggage and guide you to your vehicle." No one was there to greet us in the terminal. Instead, the driver sent a link to a message he had left on the Viator website, and I had to respond to the message from my phone. We waited at outside of baggage claim for about 10 minutes before he arrived. Not a big dead--except that my wife has MS and uses wheelchair assistance to get around in the airport. When the driver failed to appear, he added to our stress and confusion and left me to handle the bags. That isn't what I was paying for.
Thank you for contacting us. We are writing to you to offer an apology regarding of your review. We shall like to follow up to ensure that this situation does not happen again with you or any of our other guests.
