We booked through them and let them know that we'd be paying for our guests arrivals, but not their return transfers. Not only did they not arrive to pick up 2 of my guests, but then they never returned to pick any one up to be taken back to the airport!!
They got everyone's return flight information then just didn't show up! My guests sat outside of hotel wondering who was picking them up and then at the last minute just ended up having to grab a cab. Now I have to explain to them that it was the company's fault and not ours....soooo embarrassing!!!
Also they informed a group of my guests that "it's customary to tip $5 per person"....there was 13 people in shuttle that had already been paid for. Just awful.