Not even worthy of 1 star!
I booked a chauffeur driven car with Fairmont Chauffeurs for travel away from my wedding venue. I requested a midnight pick up and gave the full venue details. At 11.45pm our party was drawing to a close and we were in the midst of seeing our friends and family off. We accompanied the last few guests out at exactly midnight and they took there taxi. We remained waiting for a few minutes but by 12.05 began to get a little concerned as there was no sign of Fairmont Chauffeurs. I called the contact number I'd been provided and got no answer. I tried again and again in hope someone would pick up. After several attempts my call was directed to voice mail after only a few rings. Clearly someone was ignoring my calls. As I tried to call again I got a text message through which simply read “Driver left *postcode* after 12 as no answer and 2 missed calls.” I checked my phone and realised I did indeed have the 2 missed calls mentioned, I must have missed them whilst seeing our guests out. However our booking was made for 12 midnight as per our email correspondence to Fairmont and the calls I received, as per my mobile phones call log, was 23:48 and 23:49 – 10 minutes earlier than agreed so I think I can be forgiven for not expecting to be contacted at that time.
Since a text message had just been received I quickly called the number back and again got forced straight to answer phone. I tried again and again and the same happened. Clearly Fairmont Chauffeurs were not going to accept my call. I replied to the text message I had received in desperation knowing that our venue was in the middle of nowhere and had already been advised to book transport in advance as an hour wait is not uncommon. I said “We've been waiting since 12 outside. Are you sure you have the right place? Please call back asap.”
Having given up on Fairmont I began ringing round local taxi firms in hope of getting anyone to come and collect us and take us on our way to our honeymoon. While on the phone I received a further text from Fairmont that just said “Driver had to leave after 12. Missed calls were left but no answer.” We received no apology at all from Fairmont and they seem total uninterested in our awful situation being left miles from anywhere at our rural venue and totally embarrassed as all the staff there begin asking what the problem is and why we are still waiting around.
I'm 100% certain that we were waiting outside at midnight as agreed. We've even asked all the other taxi firms and minibus hire drivers our guests used to see if any of them spotted the Mercedes S-Class Long wheelbase limousine that Fairmont should have provided. None of them did and given the venue is only accessible by a single private road it's not possible that they would have all missed a pretty distinctive car in the grounds. Our belief is that the driver never even bothered showing up and the 2 missed calls we got were only Fairmont Chauffeurs' way of creating a smoke screen to attempt to convince us they had come to collect us as agreed.
To get left high and dry at any event is bad enough but on your wedding day is unforgivable. To then ignore all calls and not try and put right the mistake is truly terrible and shows they have no respect for any of their customers.
Take our advice and stay away from this joke of a company unless you like walking wherever you want to go as you'll never get picked up if our experiences are anything to go by!
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