Messaged back and forth with hotel about shuttle pick up, got directions on when and where to be picked up. Great directions with photos. Luggage was a bit delayed. Pick up time, set by hotel, was 1215. Tried texting hotel to let them know our status, but it didn’t go through, no connectivity. We sat at pick up point from 12:25-12:35 before just ordering an Uber. Got to hotel, let them know that my trip did not start off well since we weren’t picked up by shuttle. Now here is where I thought I would get some profuse apology. Instead I was told we can’t wait more than 5 minutes. Excuse me? Nobody ever said any such thing…and it was the HOTEL that set the pick up time based on my air travel schedule. I did not set that time. Definitely lacking in customer service. It would have been so simple to say OMG we are so sorry about that snafu, let’s turn your trip around, let’s get you checked in early and let us know if we can offer you a ride into town. Instead, I got well we can’t hang out all day waiting for you. If you are in the service industry (which I was for many years) you cater to your clientele and do everything you can to make their experience enjoyable and if things start out shaky…you fix it. Unfortunately, mission failure in this case.