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“nice but no dice”

written by Roachvd354 on 14/08/2015

I used ResortHoppa in Marrakesh, Morocco; the actual shuttle service went very smooth. Someone with a ResortHoppa sign was waiting for me at the airport and dropped me off at my riad in a timely manner. And at the end of the trip, the driver came to my riad, picked me up, and dropped me off at the airport. So in that respect, the transfer from and to the airport was great.
In terms of their customer service, though, they are very much slacking. I was told by the escort when I arrived at the airport that I would need to email or call ResortHoppa at least 48 hours before my return journey, just to confirm my pick up time. Since no one had ever answered the phone whenever I tried calling (even though it was during their regular business hours), I emailed them 72 hours prior to my departure. On the day before I had to leave, I still hadn't received an email back from them, so I had to rack up a big phone bill using international calling to call their emergency number, where someone sorted out my pick up time for me.
On top of this, they owe me a refund for a double booking that I made. It's been 3 weeks, and still no one has handled that.
So overall, I found the shuttle to be reliable and very handy, especially for the price. But if you need someone in their office to help you with anything, you won't find any support from there.