First of all, It is essential to verify the reservation and travel documents to be sure if this service is included. Usually, if it concerns a tour, clients will be picked up in the hotel lobby. If it involves a transfer from the airport to an hotel, clients will meet our representative in the arrival area of the airport after having collected their luggage. A representative will wait for them with an identification banner with their name on it. For transfers from the hotel to the airport, they will be picked up at the hotel lobby/entrance. In case clients cannot find our representative, they should get in immediate contact with us by calling us at (+52) (55) 3689 7600. We will find a solution as quickly as possible.