I am a local resident who needed a scooter rental for a relative coming in to town. I researched all the competition and decided to book with Apple.
I live near the airport and not disney and I was happy that I could pick a hotel from their website to which the scooter would be delivered.
The website indicated that the rate was all inclusive. And I immediately got a confirmation from booking on the web.
Today we called and spoke with Alex about changing the payment method on the scooter. When we received a confirmation email supporting the change- the rate increased by $20. The confirmation did not tell us that nor did Alex tell us that when we called to make our change. I just noticed it on the new confirmation. Upon calling and talking with Alex- he admitted that he himself manually increased the rate by adding a $20 delivery fee. He said that the aiport was far and that he was charging that to offset his "personnel" costs to deliver the scooter.
But, the problem is that their website gives 5 different airport hotels to choose from. When you go thru the booking process to have the scooter delivered - you are able to choose both on airport and off airport hotel's. We asked Alex to direct us on the website where it spells out the $20 fee to deliver to the airport and he admitted that it does not say that.
In fact - he could not provide us anything in writing to support where this fee come's in. Everthing actually supports the opposite - as it says the rate is inclusive and no hidden fee's. When I pointed that out to Alex- rather than apologize for their error on their own website - his answer was to say that this is the fee. He did not seem that broken up to lose our business until I told him that I would make sure that people considering his business who are not local - will know that his standard business practice is to manually adjust confirmed rate's without notice.
I had no choice but to cancelthe booking. Alex told me that he was a manager after I asked to talk to one. Unfortunately If this is how they do business- then I must go with a more reputable business that may be a bit more money- but has more honest, reputable business practice.
In the end it was not about the $20 additional. It was about a manual price adjustment done by this Alex- without evening explaining it to the customer.
If this is their standard business practice- renting from them seems like it could be a headache.
I live near the airport and not disney and I was happy that I could pick a hotel from their website to which the scooter would be delivered.
The website indicated that the rate was all inclusive. And I immediately got a confirmation from booking on the web.
Today we called and spoke with Alex about changing the payment method on the scooter. When we received a confirmation email supporting the change- the rate increased by $20. The confirmation did not tell us that nor did Alex tell us that when we called to make our change. I just noticed it on the new confirmation. Upon calling and talking with Alex- he admitted that he himself manually increased the rate by adding a $20 delivery fee. He said that the aiport was far and that he was charging that to offset his "personnel" costs to deliver the scooter.
But, the problem is that their website gives 5 different airport hotels to choose from. When you go thru the booking process to have the scooter delivered - you are able to choose both on airport and off airport hotel's. We asked Alex to direct us on the website where it spells out the $20 fee to deliver to the airport and he admitted that it does not say that.
In fact - he could not provide us anything in writing to support where this fee come's in. Everthing actually supports the opposite - as it says the rate is inclusive and no hidden fee's. When I pointed that out to Alex- rather than apologize for their error on their own website - his answer was to say that this is the fee. He did not seem that broken up to lose our business until I told him that I would make sure that people considering his business who are not local - will know that his standard business practice is to manually adjust confirmed rate's without notice.
I had no choice but to cancelthe booking. Alex told me that he was a manager after I asked to talk to one. Unfortunately If this is how they do business- then I must go with a more reputable business that may be a bit more money- but has more honest, reputable business practice.
In the end it was not about the $20 additional. It was about a manual price adjustment done by this Alex- without evening explaining it to the customer.
If this is their standard business practice- renting from them seems like it could be a headache.