VERY LONG REVIEW. But worth the read!!!! This time a week ago I would receive directions on how to get to my rental. I was very impressed with the step by step directions. They read step by step where to go. With the last direction saying “be sure you let the shuttle driver know you are going to EAST ECONOMY LOT”. I let driver know that and they informed me that the directions that took me to that shuttle would NOT get me to east economy lot and directed me where to go for that shuttle. In the meantime, I messaged with the host company letting them know- “hey you may want to adjust your directions. They do not get you to East economy lot shuttle” they apologized and I eventually (after a major detour) made it to my East Economy lot shuttle. I boarded the shuttle. Told him what they told me to say and he proceeded to take me to the East economy lot. I asked him for directions to ROW A. Bc the picture they sent showed the vehicle in parking spot A31. So this Where my vehicle was supposedly parked…. He lets me out and I walk to row A. Noticing that not a single parking spot has a number on it. Now mind you- I debarked my plane at 1145. By this point it’s 1245 am. Almost 1 am. I’m in the middle of Denver airport economy lot. See no vehicle anywhere that matches the pics of mine. And no one around to help me. I’m messaging back and forth with the host and they remind me to “kindly check the directions I’ve been given and make my way to east economy lot A31”…. So then I use the “dropped pin” in the app that can lead you to the car. I follow it about 7 or 8 rows over. Im supposedly on top of the car at this point. But nope, no vehicle. I happen to get lucky & another shuttle comes along & sees me in the parking lot, distraught. He asks me if he can help me. YES PLEASE it’s 1 am & my vehicle is misplaced. I get in his shuttle & call the host company. The guy on phone tells me that he knows it’s in east economy lot & that’s the only info he has. I proceeded to say please call the lady that parked my car & find out where she parked it because it is not in that parking lot. He says he can’t. she is already gone for the evening. He proceeds to basically act like I’m lying or in the wrong spot so asks me to send him a picture of that parking lot so I can show him I am indeed at the East economy Row A. He basically acts like I’m SOL bc if it’s not there, oh well. This is when I finally raised my voice. I said I’m STRANDED at this airport w/a vehicle I paid for somewhere here but no where to be found. He says hold please. (In the meantime I’m riding this shuttle with a very nice shuttle driver all around the airport…. It’s almost 130 am now) I send the guy on the phone pics from the host of where the vehicle is parked according to the app. And I say this looks NOTHING like this LOT. Can you tell me where it is? He says No, I can’t. The guy finally says the actual host is messaging you now. She did message me & say it’s in the PARKING SPOT (which is the original shuttle directions took me to but since they specifically said EAST ECONOMY LOT and not “the parking spot” the shuttle driver told me that was not the right spot for me) so I head back up and get on that shuttle and make it to the car at a little after 2 am. At this point I have a 2.5 hour drive ahead of me. That I could have made at midnight, but was too tired to make at 2. I ended up having to sleep in the car & delay my arrival.
I reached out to the host to explain to them how not only was this a huge inconvenience BUT I got off of a shuttle way away from the airport at 1 am in the morning all by myself & was left there bc I thought I was getting in my car. A car that wasn’t there. So there was a big safety risk as well. This was last Friday. We went back & forth and they apologized for this miscommunication. I told them I do understand things happen HOWEVER THE guy on phone didn’t believe me and didn’t seem to care that I was stranded. He admittedly didn’t believe me considering he had me ride back in the shuttle & send him pictures showing that I was indeed at the east economy lot & it wasn’t until then that he reached out via phone to the original host to find out where the car was indeed parked bc he could see it wasn’t there! And then to delay my drive so much that I could’ve been there by the time I actually found the car was unacceptable as well. They escalated my concerns & told me they would get back w/me. I asked multiple times if they had come up w/a solution or a compensation of some sort bc I was indeed leaving a review, but would love to leave a review saying that they decided to fix this in some way. I told them to please let me know by Monday Bc I would be writing my review then. Monday they told me they would like to offer me a half days rental as a refund. (Equates to $22) so there you have it. I will not be renting from this host again. What should have been easy, was not. I asked them for $50 back of my $176 rental. Did not get even the $22.

I paid in advance for an infant car seat and when i arrived, there wasn’t one. I tried asking them and they couldn’t help because the lot was closed, they asked if i could buy one myself and they could reimburse me, however, I felt very uncomfortable and unsafe having to drive even to the closest target without an infant car seat.