Guest Transportation Procedure & Checklist

Capture all essential information when a guest requests transport—this becomes your booking source and ensures no details are lost between shifts.

• Obtain the guest name, room number, and preferred departure or arrival time (use 24-hour format, e.g., 06:35 or 14:10).
• Ask the destination (airport terminal, specific address, landmark) and verify it matches their reservation or stated itinerary.
• Confirm the passenger count (including luggage volume if relevant) so you select the appropriate vehicle.
• Note any special requests: wheelchair access, car seat, dietary restrictions, language preferences, or suite pickup.
• Enter all details into the transportation request form in the PMS or dedicated transport log immediately; do not rely on memory between shifts.
• If a guest requests transport for a past time (e.g., booking today for yesterday), clarify the actual departure time and escalate if unclear.

Confirm that the requested transport aligns with the guest's stay and hotel policy before proceeding with the booking.

• Pull up the guest folio in the PMS and cross-check arrival date, departure date, and room type.
• Verify the requested transport date falls within their stay; if requesting pickup after checkout, ask if they are extending or note as a post-stay request.
• Check the rate plan or notes to confirm whether transport is included (e.g., airport package guests receive complimentary transfers) or if a charge applies.
• If the guest qualifies for complimentary transport, record this in the request so billing is not incorrectly applied.
• If transport is paid, confirm the payment method on file and verify pre-authorization; if not authorized, advise the guest of the estimated cost before proceeding.

Match the guest's travel needs and time window to the right provider and vehicle class to ensure service quality and guest satisfaction.

• Review your approved provider list (airlines, car services, hotel shuttle, rideshare partners) and note their availability windows (e.g., shuttle runs 06:00–22:00 daily).
• For airport transfers, confirm the airport code and terminal, then verify provider routing—some services do not serve all terminals or have extended wait times.
• Select the vehicle type based on passenger count and luggage: sedan for 1–2 passengers with light luggage, SUV for 3–4 with multiple bags, shuttle or van for 5+.
• If the requested time falls outside provider hours (e.g., 04:30 am when shuttle starts at 06:00), offer alternative times or escalate to private car service.
• Compare cost across approved providers if multiple options exist; present options to paying guests, or select the most efficient approved service if complimentary.

Verify the guest explicitly agrees to all booking details before you finalize the reservation with the provider.

• Repeat back the confirmed details: passenger count, departure/arrival time (24-hour format), destination or pickup point, and vehicle type.
• Confirm the cost (if applicable) and any surcharges (fuel, tolls, after-hours fees) so there are no surprises on the final bill.
• Ask if the guest has luggage or special items (instruments, sports equipment, pets in carriers) that might require notification to the driver.
• If the guest is checking out, confirm luggage storage if transport is delayed; if staying, confirm room number and preferred pickup point (main entrance, side entry, suite).
• Obtain explicit consent by asking: "Shall I go ahead and book this transport?" Record the response and timestamp in the request form.

Execute the booking with your selected provider and capture all confirmation details for guest reference and internal tracking.

• Contact the provider via phone, app, or system (depending on service type) and provide complete guest details: name, time, destination, passenger count, vehicle type, special requests.
• If booking via PMS integration or automated system (e.g., shuttle management platform), enter the request and confirm receipt by the system.
• Record the confirmation number or reference code provided by the provider; store this in both the request form and the guest folio notes for instant retrieval.
• Note the driver name (if available), vehicle plate or description, and estimated arrival time if it differs from the requested time.
• If booking for an early departure (before 05:00), verify the provider has logged the request and ask for an acknowledgment callback 24 hours prior.
• Immediately flag any issues: provider fully booked, time unavailable, or vehicle type unsuitable. Escalate to supervisor or offer alternative (different time window, upgraded service).

Deliver confirmation information to the guest in writing so they know exactly when and where to be ready.

• In person (at check-in or lobby): Hand the guest a confirmation card or printed document stating transport time, vehicle description, driver name, confirmation number, and pickup location (e.g., meet at main entrance at 06:45).
• Via phone (if guest calls ahead): Read back the full itinerary and ask the guest to repeat the time and pickup location to confirm understanding.
• Via email or text (for remote bookings): Send a summary: "Your airport transfer is booked for Tuesday 06:45 from the main entrance. Driver: [name]. Vehicle: [description]. Confirmation: [number]. Reply to confirm."
• If payment is required, include the estimated cost and accepted payment methods in the communication.
• For early departures (before 06:00), provide an optional courtesy wakeup call and emphasize the importance of being ready on time.
• Pitfall: Do not assume the guest wrote down the confirmation number. Always provide it in writing or on a card.

Document the transport booking in systems so all staff (current and incoming shifts) can access status and details.

• In the PMS guest folio, add a note or alert: "Transport booked: [provider] at [time] to [destination]. Confirmation: [number]. Driver: [name]."
• If your hotel uses a dedicated transport log or shift handoff sheet, enter the same information under the guest's room number with a status indicator (booked, confirmed, completed, cancelled, no-show).
• Mark the transport type (shuttle, private car, rideshare, taxi) and cost (complimentary or charged amount).
• For multi-day stays with multiple requests, create a separate entry for each to prevent checkout confusion.
• Attach special notes to the folio: wheelchair-accessible vehicle, extra luggage time, guest prefers quiet driver, etc.
• If the transport is not confirmed by the provider immediately, flag this and set a reminder to follow up 24 hours before departure.
• Pitfall: Do not forget to update the shift log when handing off; incoming staff must know all scheduled pickups and pending confirmations.

Reconfirm the booking with the provider to catch any changes or issues before the guest is at risk of being stranded.

• Review the transport log at the start of your shift and identify all transports scheduled within the next 18 hours.
• Call or message the provider to confirm they have the guest on the schedule: "Good morning, confirming pickup tomorrow at 06:45 from [hotel name] for guest [name], traveling to [destination]. Confirmation [number]. Is this still locked in?"
• If the provider confirms, update the folio status to "Confirmed" and note the time of confirmation.
• If the provider reports any issue (cancellation, time change, vehicle change), immediately notify the guest via phone (preferred) or room visit to resolve; do not delay.
• If the provider is unreachable or not responsive, escalate to your supervisor and begin backup provider outreach immediately.
• For very early departures (04:00–05:30), confirm the evening before so the provider prioritizes the callout.
• Pitfall: Do not assume the provider has the guest's contact information; always provide a guest phone number so the driver can reach them 30 minutes before pickup.

Track the guest's transport in real time so you can intervene if issues arise and prevent guest stranding.

• 30 minutes before pickup, check the transport app or provider system (if available) to see the driver's GPS location and ETA.
• If the driver is significantly delayed (more than 10 minutes late), immediately contact the guest via phone: "Your driver is running about 15 minutes behind and should arrive by 06:55. Are you still ready?" This prevents anxiety or missed pickups.
• If the driver is not dispatched or ETA is unknown within 15 minutes of scheduled time, call the provider urgently to determine the issue and request a revised ETA or backup vehicle.
• Once the guest has been picked up, update the transport log status to "Completed" and note the actual pickup time and any delays.
• If the guest does not appear at the pickup point within 5 minutes of the driver's arrival, instruct the driver to call the guest room (provide room number); if no answer, escalate to the front desk.
• Log any incidents: late arrivals, guest complaints, cancellations, or damage reports for follow-up and provider feedback.
• Pitfall: Do not rely on the guest to report problems; proactively monitor departures in real time to solve issues before they escalate.

If a guest does not use their booked transport, follow a clear protocol to minimize cost and resolve the situation.

• If the driver arrives and the guest is not ready after a 5-minute wait, the driver will call the guest room. If no answer, call the guest room from the front desk immediately.
• If the guest cancels the transport, confirm this with the provider right away (some services charge cancellation fees if cancelled within 30 minutes).
• If the guest is in-house and cancels, update the folio and log to "Cancelled" and note the time. If the hotel is liable for a cancellation fee, document this in the guest account for potential dispute resolution.
• If the guest is checking out and the transport is missed, try reaching them via phone to confirm they found alternative transport; if unreachable, note the no-show in the folio.
• If this is the third no-show or cancellation with the same guest or provider, flag it for supervisor review to determine whether to restrict future bookings.
• Report no-shows to the provider by end of shift so they can optimize future scheduling and billing.
• Pitfall: Do not assume a no-show is the guest's fault; always verify with the provider that the driver actually arrived at the correct location and time.

Charge or credit the transport cost to the guest's folio according to their rate plan and agreement.

• If complimentary transport is included in the guest's rate plan (e.g., executive suite, airport package), apply a $0 charge or a complimentary credit to the folio so no unexpected line item appears.
• If transport is paid, confirm the agreed cost from your booking and add it to the guest folio under a line item such as "Ground Transportation" or "Airport Transfer." Use the provider's invoice or internal rate as the source.
• If the guest disputes the charge at checkout, pull up the confirmation details you provided (time, destination, rate) and cross-check with the provider invoice. If a discrepancy exists (e.g., surcharge applied), contact the provider for clarification.
• If the transport was cancelled by the hotel (due to operational error or overbooking), apply a credit or waiver to the folio and note the reason.
• If the guest is checking out and a transport charge is still pending (e.g., awaiting provider invoice), note this in the folio and process payment after checkout or include an estimated charge.
• Pitfall: Do not forget to apply complimentary credits; guests notice if charged for a service that should be free, and checkout disputes damage relations.

Keep all transport records organized for audits, billing reconciliation, and future reference or disputes.

• At the end of each shift, print or export the daily transport log and file it in the designated folder (physical or digital) with the date and shift (e.g., "2025-11-09_morning_transport.pdf").
• Include all bookings, cancellations, and no-shows for that shift, even if the transport has not yet occurred (for incoming shift reference).
• Monthly, collect all transport logs and reconcile them with provider invoices to ensure every booking has a corresponding charge or credit and no missing records.
• If discrepancies appear (a booking made but no invoice, or invoice exceeds the agreed rate), escalate to the operations manager for investigation.
• Retain records for at least 6 months (or per your hotel's retention policy) in case of guest disputes or audits.
• If a guest files a complaint related to transport (rude driver, late arrival, overcharge), pull the original booking documentation to investigate and provide evidence.
• Pitfall: Do not discard or lose records; they are your only proof of what was booked, when, and for how much.