Canāt even begin to explain how awful their customer service was! We booked a car for 6 people and 6 luggage, when we arrived at the airport, they gave us a car which would fit 6 people in but only 3/4 luggage... The driver had his own bags etc in the boot which he wouldnāt removed and when he said we wonāt be able to all fit we explained to him that we have booked for 6 people and 6 luggage and showed him the paperwork. The driver wasnāt very interested in the paperwork and just kept telling us that "we wonāt fit". So he rang up his employer and handed the phone to us where we explained to them the situation and we were told "they donāt have a car big enough" and when questioned as to why they let us book for that amount and then took our money they had no answer. Their solution was to send another car and asked us to pay extra for this! Obviously, we said no, as we had already paid for that service and that if you canāt provide us the service that we have already paid for then it should be for them to sort out and to foot the expense of this. This went on for about half an hour to 40 minutes where the driver kept trying to get in his car and drive off, the only reason he didnāt was because we had his phone. Regardless of the countless times we had to repeat ourselves they still didnāt understand how they were in the wrong so we disputed this with Expedia and informed them that we want a full refund and that we will be putting in a claim for costs which Carmel can pay for any money we are out of pocket on. The driver then snatched the phone out of my pregnant sistersā hand and drove off! Completely unacceptable! So rude and arrogant! Also, when Expedia spoke to them, they also lied and said "we wouldnāt get in the car" not the fact that they didnāt provide a car big enough! It was clear to Expedia that they were being deceitful as we wouldāve got in the car if it had been big enough. So not only are they rude and ignorant they are also liars as well.
Response from Host
Dec 2019
Dear Customer,
We are sorry and we apologize for any inconvenience caused to your party. Please provide us your trip details, via our website at: www.carmellimo.com & choose the Customer Care tab. We will look into your claim, and we'll reply and take action, as required.
Sincerely, Carmel team.