We left New York after three days in the city and 19 days on a cruise. The car service arrived 5 min. early which was a good thing. The hotel bell hop loaded the vehicle with our 8 bags and we took off for the airport. At that time the driver notified us that on top of the fee for the drive to the airport we also owed for all tolls and an extra 20.00 for all the extra bags we had. Now after that great trip I'm just glad I had some cash left because I sure wasn't expecting any surprise fees on the way to the airport.
Driver was incredibly rude. He didn't put our luggage into the car hotel staff had to help us with that and he didn't speak the entire ride to the airport. Then when we arrived at the airport, we gave him cash for the toll and told him to keep the change about 2.00, he rudely began to pester us about giving him a tip. I responded that Per our Viator contract, tip is optional and you did nothing outside of drive us to the airport that would warrant a tip. He then refused to unlock the doors until we gave him a tip. My party began to pull on the door handles until he unlocked the door, assuming he was afraid we would ruin his car. He never got out of the car to help with our luggage. Overall, CARmel service is terrible and the way they treat their customers is disgusting this isn't my first bad run in with a CARmel driver. I highly recommend that you use a different car service or Uber.
I've used the company providing this service twice now. One for the arrival transfer which absolutely appalling and one for the departure transfer. I wanted to cancel the departure transfer due to significant issues with my arrival transfer but due to cancellation policies, Viator did not allow me to cancel without penalty which I thought was unfair given the circumstances. The company providing this service is essentially no different to an Uber service, just embellished to look like a proper company. The driver is totally unfriendly and will do the absolute minimum to get paid. I won't ever be travelling with Carmel again.