Reservation, Cancellation & Payment Policy – Puerto Vallarta

Reservation Policy

Standard Reservations

To guarantee your transfer service, a 20 USD – 50 USD deposit (depending on the destination) is required.

Last-Minute Reservations (Within 24 Hours)

Reservations requested within 48 hours of the service date are subject to availability and are not guaranteed until confirmed by our team representative.

For urgent reservations, guests are encouraged to contact us by email to expedite confirmation.

Cancellation & Modification Policy

Transfer Modifications

Any modification to your reservation must be requested in writing at least 48 hours before the scheduled service date.

Airport Arrival Transfers

More than 48 hours before the service date

  • Free cancellation.
  • No cancellation penalty applies.
  • (High Season Months: December, January, February): would be more than 72 hours before the service date applies

Less than 48 hours before the service date

  • A 100% cancellation fee will apply.
  • No refund will be issued.
  • (High Season Months: December, January, February): less than 72 hours before the service date applies

Departure Transfers

Modification: More than 24 hours before the scheduled pick-up

  • Free modification.

Cancellation: More than 48 hours before the scheduled pick-up

  • Free cancellation.
  • (High Season Months: December, January, February): would be more than 72 hours before the service date applies

Cancellation less than 48 hours before the scheduled pick-up date

  • A 100% cancellation fee will apply.
  • No refund will be issued.
  • (High Season Months: December, January, February): less than 72 hours before the service date applies

No-Show Policy

A reservation will be considered a No-Show in any of the following situations:

  • The passenger fails to contact the airport representative upon arrival.
  • The passenger does not appear for the scheduled service.
  • The passenger cancels outside the applicable cancellation window.
  • The passenger arrives after 15 minutes after the scheduled pick-up time for departure transfers.

Please note that drivers wait a maximum of 15 minutes from the scheduled pick-up time.

No-Show reservations are subject to a 100% charge and are non-refundable.

Destination Changes

Last-Minute Hotel or Destination Changes

If a passenger needs to change the destination, hotel, villa, or private residence after arrival, they must contact our team immediately.

Destination changes are subject to provider approval and vehicle availability. Drivers are not authorized to change destinations without prior approval from our operations team.

Additional charges may apply depending on the new destination.

Luggage Policy

Standard luggage allowance includes:

  • 1 large suitcase per passenger
  • 1 carry-on bag per passenger

The following items are accepted subject to available vehicle space:

  • Strollers
  • Golf clubs

The following items require prior authorization:

  • Surfboards
  • Oversized luggage
  • Bulky equipment or prototypes

Failure to disclose oversized items in advance may result in service limitations or additional charges.

Payment Policy

Initial Deposit

To guarantee your transfer service, a 20 USD – 50 USD deposit (depending on the destination) is required.

Balance Payment

The remaining balance may be paid:

  • In USD cash upon arrival
  • By credit or debit card (needs to be advised in advance)

Additional processing fees will apply for card payments.

Lost Items

Passengers are solely responsible for their personal belongings.

Global Riviera Concierge and transportation providers are not liable for lost, forgotten, or misplaced items left inside vehicles.

Complaints & Service Claims

Any complaint regarding service quality must be submitted in writing to our team as soon as possible after the service date.

All complaints will be reviewed with the transportation provider before any resolution is offered.

No discounts, credits, refunds, or deductions may be applied without formal review and approval.

Refund Requests

Refund requests must be submitted within 15 days of the service date and must include a written explanation of the claim.

Claims submitted after 15 days will not be eligible for review.

Approved claims will be reviewed and responded to within 3 to 4 business days.

Non-Refundable Situations

Refunds will not be granted in the following circumstances:

  • The passenger arrives and decides not to use the service.
  • The passenger chooses to rent a vehicle instead.
  • The passenger accepts transportation from another provider.
  • The passenger attends a timeshare presentation and no longer requires transportation.
  • The passenger changes travel plans after arrival.
  • The reservation is classified as a No-Show.
  • The service was provided as booked and confirmed.

Important Reminder

Global Riviera Concierge is an independent transportation concierge service and is not affiliated with any hotel, resort, airport authority, or timeshare company in Puerto Vallarta, or surrounding destinations.

Upon arrival at the airport, you may encounter individuals offering transportation services at lower prices. For your safety and security, we strongly recommend using only your confirmed transportation provider.

Please be aware that some individuals may falsely claim to represent our company and may attempt to redirect you to another transportation service. Do not provide payment or personal information to anyone claiming to modify, refund, or replace your reservation without prior confirmation from Global Riviera Concierge.

If you cannot locate your airport representative or driver, please contact us immediately:

WhatsApp / iMessage: +52 55 2273 3580