Driver was waiting for us outside the hotel in a modern black Mercedes van. He was very polite and professional, but spoke little english. Since our pickup was early (5:30 AM), there was little traffic and we got to the airport in plenty of time for a 7:40 AM departure. We were the only two people for pickup, which was nice! TIP: Ensure your hotel specifically tells you when the driver shows up. Our hotel (Marriott) told the driver we had been notified on his arrival, but they had not told us this. As a result, we were waiting in our room until we realized it was after pickup time (2.5 hours prior).
Not only did the driver wait over an hour after arrival for us, he had us paged to ensure we knew he was waiting. American Airlines lost our bags due to a tight connection in Heathrow (avoid), so we were stuck doing paperwork inside the baggage claim area. You can't leave this area to go outside and look for the driver, so the page was a great idea. The driver (my wife called him "The Transporter" LOL!) looked extremely professional in his suit, and we just about fell over when we saw the black Mercedes sedan he put us in! Despite rush hour, he expertly guided his Mercedes through traffic to our hotel in 25 minutes. Fantastic experience and highly highly highly recommended!
It was nice not to have to worry about running the gauntlet of people to try and find a ride from the airport to our hotel. Viator/Best Day reps were standing outside waiting for us. After sending us to a numbered parking spot, we inprocessed with another rep, then quickly got into a fairly modern air-conditioned van. We were the 2nd of 3 hotels for drop off service. Pickup was confirmed by another BD rep later that day. On departure day the friendly driver arrived punctually and loaded our bags into another modern air-conditioned van. We were the 1st of 3 hotels for pick up. Total time for both pick-up and drop-off was less than 30 minutes. Definitely worth it!
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