Our policies, in plain English

Landing at the airport

Your chauffeur tracks your flight and meets you inside baggage claim with a name sign. Flight delayed? We adjust on our end. No need to call.

• After your flight lands, we give you a 60-minute grace period to get picked up. Most guests are with their chauffeur within 30 to 40 minutes, so that's plenty of room for bags and customs.
• Past 60 minutes there's a wait fee: $100 for the next hour, and $100 for each hour after that, on the card on file. The airport limits how long we can wait and bills us past that, so this one is firm. Lost bags and customs holds count too, sorry.
• If we can't reach you after 60 minutes, your chauffeur has to leave for his next guest. That counts as a no-show and the fare isn't refunded.
• Turn airplane mode off when you land. Your chauffeur will text you.

Pickup from your hotel or home

A 4:00 PM pickup means you're in the vehicle at 4:00 PM, with everyone and all the bags.

• We give you a 10-minute grace period. If your chauffeur is late, the clock starts when he gets there, not before.
• Running behind? We can hold the car up to 15 more minutes for $30 on the card on file. Just say yes when we call or text.
• At 25 minutes the car has to go. Someone else is waiting on it. That counts as a no-show and the fare isn't refunded. Still need a ride? Call us and we'll see what's open.

Cancelling

If your airline cancelled on you, send us the notice and we'll sort it out. To cancel, reply to your confirmation email or text 407-212-7190.

The Publix stop

Airport pickups can include a 20-minute stop at Publix, 9930 Universal Blvd.

• Add it ahead of time. Ask when you book, or text us by the day before you land. Same-day requests usually don't fit around other reservations, and when one does, there's an additional stop charge.
• The 20 minutes run from when the car pulls in to when it pulls out. Past 20 minutes there is a $30 fee, plus $1 for every extra minute.
• If your flight is more than two hours late we may have to skip the stop so your chauffeur can make his next pickup. We'll text you before you land. Instacart delivers to every resort and works well as a backup.

Extra stops

Any stop that isn't on your reservation is an additional charge. Text or call us ahead of time and we'll check the schedule and tell you the price before the chauffeur heads there.

• Your chauffeur can't add a stop himself. He'll ask you to call the office.
• A stop is something on the way. Somewhere else you're going is a second ride, and we'll book it as one.
• Stops that weren't cleared with us still get billed.

Late nights, car seats, and messes

• Pickups between 10 PM and 6 AM have a flat $20 after-hours fee. It's in your total when you book online. If a flight delay pushes your pickup into those hours, we charge the $20 and email you.
• Car seats are free. Infant, convertible, and booster, installed by your chauffeur. A seat that gets soiled can't be reused, so it's a flat $250 to replace.
• We detail the car between every guest. A serious mess inside, including getting sick, is a $200 cleaning fee.

If we charge your card

Anything above goes on the card you booked with and shows up as Grayson Towncar. You get an email the same day with the amount and the GPS times. Think we got it wrong? Reply to that email or call 407-212-7190 and a manager will look at it.