1. What happens if my plane is early or late arriving?
A. ACE Limo updates all flight arrival times and we arrive when your plane lands, no matter whether you arrive late or early provided we have a correct flight number.
2. How much time do I have to meet the Chauffeur on my Airport Transfer Reservation?
A. ACE Limo provides 30 minutes (45 minutes for Intl. Arrivals requiring customs clearance) of free wait time on each Airport Arrival Transfer for you to deplane and pick-up your luggage. If you do not meet your Chauffeur or call us within 30 minutes (45 minutes for Intl. Arrivals) of your plane landing we will consider you a “no-show” and you will be charged in full for the reservation.
3. Can I instruct the Chauffeur to take a scenic route to my hotel from the Airport?
A. ACE Limo Airport Transfer rates are based on a point to point transfer and your Chauffeur is instructed to use the most direct route for expediency. If, you would prefer the Chauffeur use a specific route our hourly rates and minimums will apply, plus applicable fees/taxes and gratuity.
4. Is the Limousine bar stocked with beverages?
A: No, the bars are not stocked; however, glasses and ice can be provided upon request; and depending upon your reservation, we will provide additional pricing and accommodate certain requests.
5. Where do I meet my Chauffeur for pick-up?
A: Each pick-up location is different. Airport pick-up locations are listed on the Rates Page and we confirm all other pick-up locations at Reservation placement.
6. What is your Cancellation Policy?
A: Cancellations are accepted by phone only.
U.S. & CDN Airport Arrivals & Departure Transfers: ACE Limo requires that cancels be received no less than 8 hours prior to p/up time. Roundtrip Orders must be cancelled as 2 separate orders
U.S. & CDN Hourly Charters, Packages, Specials & Tours: ACE Limo requires that cancels be received no less than 48 hours prior to p/up time.
Intl. Reservations (Outside US/Canada): ACE Limo requires that cancellations be received; no less than 72 hours prior to p/up time. Roundtrip orders must be cancelled as 2 separate orders
If you fail to cancel by the prescribed time frames prior to your p/up time you will be charged in full for the order. A $10 admin fee is charged per order on cancels that are cancelled by the prescribed time frame for processing (Admin Fee n/a for Corp. Acct s).
All Deposits are non-refundable; even if you cancel w/in prescribed time frames. The balance in full will be due should you fail to cancel by prescribed time frame or no-show at p/up. If you cancel by the prescribed time frame the balance is waived
7. What is your Change Policy?
A: ACE Limo requires that all changes be received by phone (changes cannot be made with drivers) at least 3 hours prior to p/up for US/CDN Orders; 6 Hours for Intl. Orders & are subject to availability. If, a change cannot be accommodated & results in a cancellation you will be charged in full for the order. Reductions in the amount of time or vehicle size ordered are NOT permitted once an order is confirmed. Tours, Specials and Package Orders are NOT permitted to be changed to standard hourly reservations once confirmed.
8. When is my credit card charged?
A: ACE Limo will charge your credit card 48 hours prior to the scheduled pick-up time. However, the cardholder is required to present the credit card provides at booking to the Driver at pick-up; with the Voucher confirmation; unless a 3rd party authorization or Corporate Account has been approved and all documentation has been received by ACE Limo prior to confirmation of order.
9. Can I pay for the reservation in Cash instead of using the credit card that was provided when I made the reservation?
A: ACE Limo Chauffeurs do not carry cash, due to safety concerns, and we require that you provide the credit card for imprint as all charges, including gratuities are billed to your credit card or corporate account. Credit Cards are charged 48 hours prior to p/up time. ACE Limo Chauffeurs do not collect charges in cash. Please be aware if a cash payment is given to Chauffeur it will be considered an addl. Gratuity & cannot, by labor law, be recovered from Chauffeur.
All Rates are subject to audit after order completion; to include actual tolls, parking fees, addl. stops & time allotted, etc. Hourly jobs are billed the number of hours you ordered the vehicle for; then in ½ hour (1 hour for Buses/Coaches) increments thereafter. Minimum posted number of hours; is only the minimum number of hours we will accept an order for not what you will be billed for.
10. Is it possible to place, change or cancel a reservation with my Chauffeur?
A: ACE Limo requires that all changes, confirmations and cancellations be called into our dispatch center at 713-223-5466
11. If, I place a reservation for 8 hours, but after pick-up I realize I require less time; will I be charged for the full 8 hours?
A: Yes, Hourly orders are billed the number of hours you ordered the vehicle for; then in ½ hour (1 hour for Buses/Coaches) increments thereafter. Minimum posted number of hours; is only the minimum number of hours we will accept an order for not what you will be billed for.
12. How far in advance should I place my reservation?
A: Availability changes daily and we suggest you place reservation as soon as you have firm travel dates and times.