I rarely leave negative reviews, but I feel compelled to share my experience.
The problems actually began before my trip. The day before my scheduled pickup to JFK, I had still not received any pickup details. At around 5:00 PM, I had to reach out myself to ask for the information, only to be told that Patrizia was on vacation and would send it shortly. I did not receive my pickup details until approximately 8:15 PM that evening.
As parents traveling with young children on an international flight, this created unnecessary stress. I even had to ask what time we would be picked up, and the proposed pickup time was only 2.5 hours before our flight. We live approximately one hour from JFK, and international flights generally recommend arriving at least three hours before departure, making the proposed pickup time unrealistic.
Because of these concerns, I canceled my reservation within the company's required 72-hour cancellation policy, making me eligible for a full refund.
Unfortunately, despite multiple emails and follow-up messages, I still have not received my refund. While Patrizia informed me there had been a death in her family, and I genuinely expressed my condolences, customers should still receive timely communication and refunds that are owed under the company's stated policy.
The delay has also prevented me from confidently booking transportation with another company, adding even more unnecessary stress to our travel planning.
Based on my experience, I cannot recommend this company. Communication was poor, important travel details were not provided proactively, and obtaining a refund has been an unnecessarily frustrating process. read more