We had only one day in DC and, as a surprise for our children and to maximize our time, we reserved scooters for 4 hours. When we arrived at our pick up location, no one was there. We tried calling the shop AND the number that had sent me a reminder text only hours before. I also sent multiple texts and an email. After waiting for 45 minutes, we left. We didn't get any response until 1 hour and 45 minutes past our reservation time and the response was "We are closed Mondays". After some back and forth, the owner realized that the staff member on our booking was someone who had stopped working there just the day before. This is something that the owner should have been on top of and taken care of by either showing up himself to hand over the scooters on time or by contacting us in advance to cancel. Our entire day was planned around having those scooters and a lot of time was wasted. The owner did say he felt bad about it and offered us a reduced price for later in the day, but we already had other plans. I appreciate his efforts to right the situation, but it was too late. We were given a refund, but too much of our precious little time in DC was wasted on this.