Its non-refundable. The one way trip cost us about $460 with the prepaid 20% mandatory gratuity. Family we were travelling with had to change their flight to later in the day and therefore could have driven us to the airport. Unfortunately, we couldn't get our money back or even a credit. We're travelling to Europe this fall and certainly would have taken a credit towards another Viator excursion
Dear Virginia, I am writing to address several points concerning your recent review. Firstly, I would like to emphasize that our policies are clearly outlined and were accessible for your review prior to the booking process. It is also important to note that you selected a service originating from a location 30 miles away, which incurred an additional fee. Our limousine service includes a standard gratuity charge of 20%, which is billed separately before the scheduled pickup. This detail is also explicitly stated and made available for your review prior to confirming your reservation. For the safety of our drivers, we have established a policy prohibiting them from accepting any payments inside the vehicle or during the transfer. Throughout the process, we engaged with you on several occasions via telephone and exchanged multiple emails in an effort to accommodate your transfer requirements. During these interactions, you did not express any dissatisfaction with our services, nor did you indicate a desire to cancel or request a refund. Furthermore, you booked and paid for a standard sedan transfer; however, recognizing that your journey would be lengthy, we upgraded your vehicle at no additional cost. You were provided with a premium 2025 Lincoln Navigator, equipped with power-adjustable back seats that offer seat ventilation and a massage feature at the touch of a button. Your ride was conducted by a highly trained professional chauffeur, who assisted you with loading and unloading your luggage. Additionally, we ensured that you had access to complimentary Wi-Fi, phone and computer chargers, Fiji bottled water, and cold Pellegrino mineral water during your journey. It is also pertinent to mention that the five-star luxury resort where you were staying provides a limousine service for its guests. You opted not to use their service due to their rates being twice the amount you paid for ours. Please be aware that we do not retain the entirety of your payment, as Viator takes a 35% commission from the total. I hope this correspondence adequately addresses your concerns. I respectfully request that you reconsider your rating, as we made every effort to exceed your expectations during your transfer. Additionally, we would like to extend an offer of a 25% discount on any future transfers you may require, with no expiration date attached to this offer. Please do not hesitate to contact us at your convenience.
