We Weāre meant to get picked up at 3pm bus didnāt show could not get through on my phone as from UK. Had to go into Grand hywatt hotel and ask concierge to help me, thankfully they were very helpful and phoned go airline who said we were a no show which was rubbish as we were waiting at the right place from 2.40 the concierge explained to them that we were in the right place, they told him they had been 1 block away at 3 waiting for us and put us down as a no show the concierge explained to them it was there mistake as we were standing were it told us to on our confirmation slip, he said they would have to send another person to pick us up. Which they did arriving at 3.55, Thankfully I had ordered the transport 1hour early to take us to the airport if I didnāt do this we couldāve possibly missed our flight. When I got home I got a email asking me to review my experience, which I did. I got another email apologising saying it was there fault for not sending bus for us but saying they sent a Sudan for us as an upgrade which was nice, but would rather the bus had turned up as we found it very stressful.
Response from Host
Feb 2024
Hello,
We sincerely apologize for the inconvenience and stress you experienced due to our missed pick-up. Your feedback is invaluable, and we're committed to ensuring such incidents are addressed promptly to enhance our service. We deeply regret any inconvenience caused and appreciate your patience and understanding.