If you have previously booked car service or had a limo quote from us, you will have an account already created in our system that you can login to. This will have all of your details, including email, phone number, address, and your saved credit card information. Please let us know if there are any changes that need to be made to your profile.

It is important to ALWAYS LOGIN to your customer account when handling limo quotes and reservations. This will save you from having to re-type a lot of info, especially credit card details.

To login:

• Press the blue “Login” button at the top/top right of your screen

• Enter your mobile number that is associated with your account and press the blue “Send Code” button below

• Enter the 6 digit verification code that is texted to you and press the blue “Log In” button below

• You are now logged in and will see your name in blue at the top of the screen. The arrow next to your name will access your Profile, Orders, and the ability to Logout.

We are fully permitted to serve you at Cleveland Hopkins Airport (CLE). The airport charges limo services like us $4 each time our vehicles enter their property: This charge is included as a pass-through fee on your airport trips.

Your chauffeur can drop you off curbside at the door closest to your airline’s ticket counter (if you need to get tickets or check bags) or else drop you at either door 3 or 4 in the center which each serve the central security checkpoint that is exclusively for TSA Precheck and CLEAR passengers.

We offer the following pickup options for you at CLE:

• Curbside downstairs at Arrivals/Baggage Claim (default) - Your chauffeur will be as close as possible to the set of doors serving the baggage claim carousel for your flight

• Curbside upstairs at Departures/Ticketing - Let us know if you do not have any checked bags and you can save yourself a few steps by bypassing the escalators down to baggage claim and exiting directly out to your waiting chauffeur. Please note that with later arriving flights (sometimes 10:00 pm and on?), only the central TSA security area will be open for you to exit through. This would put you outside closest to door 4 of the upper level, by the JetBlue ticketing counter.

• “Meet and Greet” - This extra service has an additional fee of $20, but allows the chauffeur to park in the limo lot and enter CLE airport to meet you at baggage claim. Your chauffeur will have a sign with your name on it for easy identification and will assist you with your luggage. Please note that this will require extra walking back to the limo lot where the chauffeur has parked, unless you then request the chauffeur to pull around curbside for you, which usually can take around 5 minutes.

We currently have two cancellation policies in place, depending on the vehicle and/or trip. The policy governing your particular trip and vehicle can be found by clicking the “Cancellation Policy” link within your Reservation Confirmation.

Moderate:

• Full refund if trip is cancelled more than 12 hours prior to the scheduled trip

• 50% refund if cancelled more than 6 hours prior to the scheduled trip

• 25% refund if cancelled more than 2 hours prior to the scheduled trip

• No refund if cancelled less than 2 hours prior to the scheduled trip

Strict:

• Full refund if trip is cancelled more than 48 hours prior to the scheduled trip

• 50% refund if cancelled more than 24 hours prior to the scheduled trip

• 25% refund if cancelled more than 6 hours prior to the scheduled trip

• No refund if cancelled less than 6 hours prior to the scheduled trip

We understand that sometimes situations are fluid and will require changes to a limo reservation mid-trip. We will do our best to accommodate such changes, but may not always be possible if doing so will interfere with another reservation that the chauffeur has after yours.

Depending on the nature of the change, there will likely be additional charges. For further information on how we handle and charge any changes, please refer to our “Terms & Conditions”.

Should you have any edits to a quote or an upcoming reservation, we will make every effort to accomodate you. Please communicate any changes as far in advance as you can to aid in our efforts.

For your convenience, there is a “Request Changes” button near the top of your reservation or quote confirmation link. You may click that and do such things as:

• Adjust the pickup or drop off date/time

• Change the pickup or drop off address or airport

• Edit any flight details

• Add another stop onto the trip

Once you would make any changes and click the blue “Request Changes” button at the bottom, your changes will be sent to us for review and confirmation. If approved, your original reservation link will be updated with the latest details.

If you have been emailed or texted a link to a quote for your review, it will NOT be turned into an active reservation for you until you do the following:

• Click on “View Quote” from your email or click the link within the text message.

• Login to your account using the “Account Login” instructions on this page, if need be

• Review the details of the quote to ensure they are correct. You may also press on the various icons shown throughout the quote to bring up any additional details that may be attached to the reservation. Please reply to the quote email or text message, or use another “Contact Us” method, to share any changes or updates needed.

• Enter your credit card Payment Information into the provided fields; This will already be pre-popluated with any existing card info you may have on record with us from previous transactions.

• Click to check the blue box stating that you agree to the “Terms & Conditions” and “Cancellation Policy” that are linked there and on this page for your review

• Click on the blue “Reserve” box at the bottom of the page. Your credit card will NOT be charged at this time.

• If all was entered and followed correctly, you will receive a brief pop-up confirmation message regarding your new Reservation and you will also receive an email confirmation. Please double-check your spam or junk mail folder and “Contact Us” IMMEDIATELY if you do not receive the email as your reservation may NOT be active! Otherwise, you are all set!

We have a full range of methods for you to contact us HERE. Our generally preferred method that may receive the fastest replies is text messaging.

You can easily contact your chauffeur directly prior to a trip or during a trip. Here’s how:

• Click into your limo reservation confirmation link that was emailed or texted

• Scroll and click on the “View Ride Status” box below the trip summary map

• There will be a “Driver Contact” section with your chauffeur’s name and phone number listed and two clickable icons next to that info:

  • A blue Text bubble icon - Just click and it will launch your text messager so you can send a message

  • A blue Phone icon - Just click on it to launch a phone call prompt to place a direct call

Please note that ANY other method of trying to contact your chauffeur may not actually produce the intended results. Instead, you may accidentally be sending a chat message or text directly to our Dispatcher or main office number. When this occurs, you may not get the proper and timely response you are expecting.

Typically, your reservation will be one of the following types:

• Hourly - This trip type gives you full freedom to come and go from the vehicle on your own schedule. You would reserve for the total time needed and your chauffeur will stay nearby and ready for you to be on the move. This is usually chosen and ideal for reservations with multiple stops throughout a reservation, a roundtrip that takes the chauffeur far enough from the garage to where it is inefficient to do a transfer/point-to-point, or for trips in areas or venues that don’t allow the chauffeur to come and go at will (like Blossom Music Center or FirstEnergy Stadium).

• Transfer/Point-To-Point - As it sounds, this is a one-way trip taking you from a designated pickup location to a separate dropoff location. Airport trips are prime examples of transfers. Some events or nights out may be able to be handled as transfers, but this will ultimately be at our discretion based on such factors as day of week, time of day, general chauffeur availability, and length of time between the dropoff and subsequent pickup.

In an effort to increase flexibility and be as fair as possible to our customers and chauffeurs alike, we have recently introduced an alternative trip type for very specific and approved instances only:

• “Hybrid” - Your trip begins with a transfer. Then, we will collaborate on a total hourly window (minimum of 2 hours) that works for everyone on the return trip. This will allow for a more relaxed time at your initial reservation without having to worry about meeting a specific return deadline. This may also mean that 2 separate chauffeurs will service your reservation, though. So, just in case, nothing can be left behind in the vehicle after the initial transfer.

  To choose the amount of time needed for the hybrid window, we will need to take into account such things as the general end time of your dinner/evening/event (which can vary wildly, understandably), drive time to your dropoff location, and any potential stops along the way.

  For example, let’s say you live in Westlake and are going to a Cleveland Cavaliers game. We will still need to pay the chauffeur to wait and come back for you if we were to just do a transfer. But, as a hybrid, you would pay for the direct trip to Rocket Mortgage Fieldhouse and then we’d figure the proper hourly for the return. If the game starts at 7:00 pm, it is likely to end by around 9:15-9:30. If it is a blowout, you might want to leave a little early, or it could go into overtime and you may want to stay until the very end. This easily can create an actual pickup window by itself that varies by at least an hour. Add to that the 25 minute drive back to Westlake and now you have at least 35 minutes of additional buffer in case you stop to the souvenir stand, head to the restroom, or generally take your time exiting the Fieldhouse. So, we could set the pickup time for the return trip as 8:45 pm and as long as you are dropped off by 10:45 pm (leaving no later than 10:20 pm), there would be no additional charges for you. Please note that drive times from and to our garage (in Downtown Cleveland) are not included in this hourly number that we would figure, but they ARE included in the overall calculated hourly rate.

For additional pricing information please refer to “Billing”, “Miscellaneous”, “Overages & Wait Times”, and “Trip Updates” within our “Terms & Conditions”.

It is always important to know if you are being serviced by a legitimate and legally-operating transportation company. We take this very seriously and honor it with a full “Know Before You Go” page for you HERE.

This link is within the “Reservation Confirmation” and can also be emailed or texted separately to you. It contains the overall price details per trip in a reservation, any payments already applied, and a blue “Pay Now” button that can take you right to a secure checkout screen to easily pay with your credit card.

Please be sure to follow the “Account Login” instructions to access your saved credit card info if you’ve previously done business with us as this will save you from having to re-type your credit card (which creates a duplicate record in our system).

When you complete the “Confirm A Quote” process, you will be emailed a four character confirmation # and a Reservation Confirmation link. When you click on the blue “View Confirmation” link, you can view such things as:

• “Account Login” info

• Date/time of the reservation, confirmation number, trip type, etc.

• A link for you to Request Changes to the reservation

• A note of whether the trip is One Way or Hourly, the full confirmation number for the trip(s) on the reservation, expected trip duration, passenger count, the pickup and dropoff details, and a map of the trip.

• A “View Ride Status” button that should always be clicked so you have access to the chauffeur’s contact info

• Your passenger “Trip Contact” info that can be edited if you are not the end passenger. NOTE: The phone listed here will receive automatic trip update texts from Dispatch and the chauffeur.

• The Vehicle details, including the type, seating capacity, and clickable icons indicating the specific Vehicle Features

• A Price total with a link to “View Price Summary”

• Links to the Terms & Conditions and the reservation’s Cancellation Policy

• A link to “Create a New Request” in case you need to book another trip

• Contact info for the office or Dispatch in case you are having any trouble

There is a handy “Ride Status” link within the details of your “Reservation Confirmation”. When you click it, you can view such things as:

• A brief summary of your trip’s date, time, type, etc.

• Your “Driver Contact” info, with direct links to easily contact your chauffeur

• The “Passenger Contact” info, which may be different than the Account info of the person who has booked the trip

• Any Trip Notes or details that have been added by Dispatch

• The Trip Planner that shows the pickup and drop-off info, including Google Map directions links

• Your Vehicle type, name, and license plate number

• The “Trip Status” from Dispatch and the chauffeur

You can review our full Terms & Conditions HERE.

The following topics are covered:

1. Billing

2. Car Seats

3. Cleaning

4. Damages

5. Drugs & Alcohol

6. Lost Items

7. Miscellaneous

8. Overages & Wait Times

9. Passenger Behavior

10. Pick-up/Drop-off Locations

11. Seating Capacity

12. Smoking

13. Trip Updates

This is the information appearing at the bottom of your “Reservation Confirmation” or your “Ride Status” link. This is info communicated to you from Dispatch and your chauffeur, which includes:

• Pending - The trip has been dispatched to a chauffeur, who may or not have accepted it yet

• Confirmed - The chauffeur has accepted and the chauffeur or Dispatch have confirmed the trip details

• On The Way - Your chauffeur is heading to the pick-up location; This will usually be 30 minutes or more prior to the pickup time.

• On Location - The chauffeur has arrived at the pickup location, which is ideally 10-15 minutes prior to the pickup time

• Passenger On Board - The chauffeur has the passenger in the vehicle and has begun the trip

• Done - The trip has been completed as requested

• Cancelled - The chauffeur or Dispatch have marked the trip as cancelled. This does NOT necessarily mean that the trip is cancelled unless prompted by the passenger. Instead, it may mean that the chauffeur had to cancel and Dispatch will need to find an alternate chauffeur to assist you.