Mixed review...on our arrival, the shuttle was a frustrating experience. We had no shuttle, no text from a driver, nothing. I called the company and was asked why I didn't respond to our driver. I said I didn't have anything to respond to. They said they'd contact driver and he'd be there in 15 minutes. Meanwhile, there were no less than 6 shuttles waiting and we went to each one to see if it might be ours. Airport personnel were trying to help as well. Finally got a call from our driver saying he was there and guess what? He'd been there the entire time and had even told us 'NO' when we'd checked with him the first time. Unbelievable. Determined to never use Karmel again (there were other things prior to this that were mixed up-we were assured they'd be able to transport the two of us and our scooters to Universal, and we had booked and paid for that service, only to find out that they did NOT have that capability. Had to refund tickets and scramble to find a service that could help us. Found that in Jolie Limo (Joe was great!) and it was cheaper than what we'd paid Karmel! On our scheduled return to the airport, Richard was our driver and he was AWESOME! He was so nice, helped us with bags, great conversation on the way to the airport. HE SAVED THIS REVIEW! Richard gets a 5 star, the company and other driver...would give it a zero if I could! Richard is the only reason I may ever consider Karmel again. Have passed this information on to our travel agent, as they recommended Karmel. When you spend money on a vacation...you expect good service, friendly (or at least polite) people helping you, and for things to be as promised. They weren't with Karmel. Thank you Richard for reaffirming that there are nice people out there, and ones that care about service to their customers.