Thank you for your feedback. We are sorry we did not meet your expectations.
Our driver was there on time to pick you up. You were not in the hotel lobby, and since the lobby was small, the receptionist informed him that he could not wait there. He suggested our driver wait at the vehicle, and he would inform you that our driver is already there waiting for you at the vehicle just outside the hotel near the entrance.
Meanwhile, the doorman told our driver to move the vehicle because it was blocking the entrance of the hotel. He demanded our driver to go around the block and return.
We contacted you immediately that our driver was already there but had to make it around the block and also contacted the receptionist who informed us that he had arranged another vehicle for you.
We also replied through the platform and the messaging system and when we realized what happened, we immediately responded to your refund request by refunding you in total, before you even arrive at the port with the other vehicle.
As you can see, this is not our fault but a very bad service of the hotel who wanted to sell his own transfer service.
Thank you.