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CARLO A POLI P

5 star rating: Highly Recommended
June 2015

During our 2 day stay in LA - Zoro was most professional. He was waiting on our arrival at the airport and was very accommodating. We proceeded to have Zoro take us to Malibu the following day to the Getty Villa and then also to collect us from Nobu Malibu and then to take us to LAX for our departure. Each time he was on time and very professional we highly recommend this service we will use this company again when we return in July

Dwayne H

2 star rating: It was OK, but could have been better
February 2016

Apart from the ridiculous cost it is impossible to fault this transfer. The driver was on time and immaculate in his service. Whether this provides value for money is another matter. The trip from LAX cost us an additional 25 fee to get to Hollywood Boulevard, with no traffic delays from a flight that was early. The driver informed us of this at pick up and this was advised in the voucher information. However it was unexpected that we would have to pay an extra fee for a trip that is a stock standard LA tourist transfer. After this fee and tip the 40 minute drive cost 123! Lucky that our flight was not delayed or that the traffic was not a nightmare as the company charges 55 extra for this as well. As much as the experience was faultless I would not use this company again as the cost is double the standard taxi fare. This is especially misleading as the transfer intitially presents on the Viator site as from 29!

Note from Viator: Thank you for your feedback, we have received the following response directly from the supplier:

Thank you for your review of our private transfer from LAX to Hollywood in a luxurious SUV. We are happy to hear that you were very satisfied with the professionalism and customer service provided by our driver. As for the price, we are sorry that you were surprised by it, but it must be pointed out that $123 for a speedy transfer from LAX to Hollywood (a distance of almost fifteen miles) in the middle of LA rush-hour traffic for three people in a luxury vehicle is actually a very good price, if you shop around. Due to his driving expertise and knowledge of the city, your driver was able to deliver you to your hotel in a mere 40 minutes, which is remarkable. Honestly, most drivers would need an hour in those conditions.

In addition, you mention that the cost was “double the standard taxi fare.” However, it is very unlikely that a taxi would get you there in 40 minutes, as taxis get paid on a ticking meter and have no incentive to bend over backwards to avoid traffic or take the shortest route. So, the taxi fare would have likely been for an hour or more.

In addition, please consider all the other perks that you received by using our service versus a taxi. You got to skip the airport taxi queue, you received excellent customer service by a very professional chauffeur who provided bottled water and mints and concerned himself with your comfort, and you rode in style in a brand-new luxury vehicle.

The comment made that it was lucky your flight wasn’t delayed as our company would have charged an extra $55 per half hour is incorrect, as we don’t start the clock on the included hour and a half until whenever the plane lands.

Finally, the Viator ad does say that it starts from $29, but this is per person with a three-person minimum. Since it was written on the voucher and the driver confirmed the price with you at pick-up as well, we aren’t sure what we could have done differently to ensure your satisfaction. We offer a very professional product, which our customers find to be a very good value for money in a luxurious transfer. But we sincerely thank you for your feedback and for giving us a chance to respond. In this way, we can clarify the details of our service and make sure that expectations are met in the future.

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