Se Habla Español
Local/Int'l: 303.577.7600
Toll-Free: 877.777.9890
reserve@hermesworldwide.com
AIRPORT ARRIVALS
In order to establish contact, passengers need to have cell phones on upon arrival. Hermes is not responsible if the passenger is unreachable after arrival. Passenger must contact dispatch at (303) 333-3870 within 30 minutes of flight arrival to indicate status. Failure to establish contact within 30 minutes may result in additional wait time or a no show charge. Airport arrivals have 30 minutes courtesy wait time to pick up luggage for domestic arrivals and 45 minutes for international arrivals.
Should luggage be lost, another delay occur etc., call the office at (303) 333-3870 immediately. Passenger must indicate if luggage or equipment will require special handling. Hermes is not responsible for shipping if your equipment does not fit into the requested vehicle. Should any passenger need more than 30 minutes to pick up luggage (e.g. golf bags or skis), please account for that at the time of booking your reservation to avoid any additional charges. Hermes is not responsible for delays resulting in a no show. After 45 minutes wait time, if contact has not been made, reservation will be considered a no show.
FLAT RATES
We feature flat rates for point-to-point transfers as a result of the opportunity to book trips back to back, either arriving, or departing from the airport.
DEPOSITS
All deposits are non-refundable.
SMOKING POLICY
All of our vehicles are maintained to the highest standard of cleanliness and safety. No smoking is permitted at any time inside the vehicles.
MISSED FLIGHTS/DELAYS
For missed flights or delays, please contact us at (303) 333-3870 immediately to reschedule accordingly. Should a delay occur in-flight or after take-off, we do check the arrival times and accommodate you accordingly to the best of our ability. Should we be notified in an unreasonable amount of time prior to the reservation, (such as the time of scheduled pick up), it will be considered a no show. Please be certain all flight, contact and reservation information provided to us is accurate, we are not responsible if the arrival/departure information provided to us is incorrect or not provided to us at all. We only track the flight number that was originally provided at the time of reservation.
INFORMATION CHANGES
Should there be any changes to your reservation information such as flight number, arrival time etc. It is the passengers responsibility to notify us. Any changes to your reservation MUST be made through customer service. Chauffeurs are NOT AUTHORIZED to make any changes to a client’s reservations under any circumstances, nor apply or discount charges, or accept any payment other than additional gratuity.
WAIT TIME
For airport departures or point-to-point transfers we offer a 15 minute grace period past the specified pickup time on the reservation.
Overtime pay will apply after the grace period at the requested vehicle charter rate billed in 30 minute increments. Wait time does not apply to airport arrivals as long as the passenger notifies us of any schedule changes other than an in-flight delay.
STOPS
All stops should be pre-arranged through customer service and will incur additional fees. Unscheduled stops can be made but the passenger understands additional fees will be incurred and the chauffeurs are no authorized to quote fees. Any question as to the amount of the fees need to be directed to customer service. (Please view policies regarding Information Changes)
Charges for stops vary depending on the length and location of the stop. Stops not in route of the originally scheduled transfer require a higher fee. This includes picking up additional passengers at other locations. Please speak to a customer service representative to pre-arrange any stops you may be aware of prior to pickup. You may also want to consider our hourly transfer rates should you have multiple stops, as they may be better suited and more cost effective.
WEATHER RELATED CONDITIONS
Hermes is not responsible for delays or the termination in winter caused by unsafe road conditions (i.e. not salted, accidents, etc.). Additional fees may apply for weather conditions resulting in hazardous or difficult driving conditions, particularly for mountain area and resort trips. All airport and point-to-point transfers will revert to an hourly rate, garage-to-garage, if weather conditions warrant.
HOLIDAYS
A surcharge will apply for the following holidays; New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
CANCELLATION POLICY
Cancellations must be received at least 24 hours in advance of the reservation pickup time for most U.S. and Canadian locations and up to 48 hours in advance for international reservations. A charge will apply for a late cancellation.
Please note our specific policies for your type of reservation: Cancellations for local airport transfers must be made a minimum of 8 hours prior to the reservation. Cancellations for charters, out of town reservations, hourly bookings, mountain area transportation, and resort trips must be made a minimum of 24 hours prior to the reservation. For cancellations made after the allotted time frame, the entire amount will be non-refundable. Cancellations within the allotted time frame are entitled to a full refund of the base rate. Cancellation and processing fee of 20% of the base rate will be non-refundable. Due to round trip discounts, after initial run is complete on round trip reservations, the return trip charges will be non-refundable.
Holidays are excluded, all charges and fees including chauffeurs gratuity are non-refundable for cancellations regarding reservations falling on holidays.
NO SHOWS
No shows will be billed at the total reservation amount including but not limited to the base rate and the chauffeur’s gratuity.
PAYMENT
Payment method is to be established prior to the run. Chauffeurs are NOT AUTHORIZED to make any changes to client’s reservations under any circumstances, nor apply or discount charges, or accept any payment other than additional gratuity without establishing contact with the office. The standard industry rate of 20% additional charge for gratuity and processing fees, applies to all additional charges. All initial charges, fees and discounts are estimated based on standard rates and fees. Additional tolls, parking, stops, after hours, excessive wait time, and other fees may apply. Actual total amount due will be calculated upon completion of the trip.
LIABILITY
Company is not liable in the event of mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed date. The client assumes full financial liability for any damage to the vehicle caused during the duration of the rental by them or any members of their party. Fees will be assessed based on the actual cost to repair and time associated with the repair at a rate of $50 per hour. We are not responsible for articles left in the vehicle. Under age consumption of alcohol and possession or use of drugs in any of the vehicles is prohibited. Vehicles cannot be loaded beyond seating capacity. Any fines incurred as a result of not following these policies are the responsibility of the customer. Not responsible if client reserves vehicle type that cannot accommodate all passengers or luggage. Once reserved vehicle is dispatched for pick up, charges and fees are non-refundable in regards to passenger error in vehicle capacity.
The chauffeur has the right to terminate run without refund (if there is blatant indiscretion on the part of the client(s)). Not responsible if client did not view full policy description. All policies still apply.
