Royal Airport ConciergeReviews of royalairportconcierge.com

Reply from Royal Airport ConciergeJul 30, 2026

Dear Miriam, We appreciate all feedback, but we also believe reviews should be based on facts rather than frustration. Your flight to Venice was not canceled. You missed your connection because of weather delays in Miami. Those are airline and weather issues, not concierge service issues. By the time this occurred, our Venice team had already been dispatched for your scheduled arrival, exactly as contracted. Your travel advisor also confirmed that you declined the travel insurance offered to you. Ironically, this is precisely the type of situation travel insurance exists to cover: weather disruptions, missed connections, and the resulting expenses. After your itinerary was changed to route through Paris (CDG), France became your first entry point into the Schengen Area. That means immigration was completed in Paris, and your flight into Venice became a domestic Schengen arrival. In other words, there was no immigration process in Venice for anyone to "expedite." Expecting us to provide a service that legally did not exist is simply unrealistic. Our Venice concierge met you at the gate and escorted you to baggage claim exactly as booked. The service was delivered in full and exactly as contracted. We understand that travel disruptions are stressful. However, rewriting the facts after the trip does not change them. Holding a concierge company responsible for weather, airline operations, and a declined insurance decision is neither fair nor accurate. Royal Airport Concierge has been a trusted provider of premium VIP airport meet and greet services for more than 20 years and we have successfully assisted thousands of travelers around the world. Fortunately, our record speaks far louder than a review based on circumstances that were entirely outside our control. Regards, Royal Airport Concierge

Reply from Royal Airport ConciergeJul 13, 2026

Hi, Richard! On the morning of your arrival, you arrived one hour earlier than the agreed time and failed to communicate that change effectively. Despite this, we immediately adjusted. The original greeter was reassigned, and a new greeter was arranged specifically to accommodate your early arrival. We sent you clear instructions via text—detailing the meeting point, providing contact information, and ensuring you had all means to coordinate. The greeter called you repeatedly—yet you did not respond. Even after arriving early, we did not stop there. The new greeter was ready at the adjusted time. We did everything possible to ensure you would have the seamless experience we promise: real-time adjustments, proactive outreach, and full availability. Yet you chose to proceed on your own, never responding to the greeter’s attempts. To anyone reading this, understand that VIP service is built on mutual coordination. We provide confirmation, greeter contacts, meeting points, and live communication. When a passenger disregards these steps, the experience breaks down. In this case, we upheld every promise—you did not. While we regret your dissatisfaction, it resulted from your failure to connect with the greeter—something we made every effort to facilitate. We will waived the porter fee as a gesture—despite the fact that the core issue was not on our side.

Reply from Royal Airport ConciergeJun 22, 2026

Hi, Nicole. We must state clearly that the account of events described in your review is entirely inaccurate and does not reflect what actually occurred according to the records we have regarding this booking. First and foremost, this reservation was not placed a week and a half in advance. Our system records show that the request was submitted on the 12th for a flight landing on the 15th—giving our team a window of only a day and a half (36 hours) to attempt to secure a last-minute spot during peak season. Secondly, at no point was this service marked as confirmed. Because of the extremely short notice, our team proactively reached out and kept you updated throughout the process, explicitly stating that we were facing difficulties securing the service due to the last-minute nature of the request. Barcelona is one of our most successful and high-demand destinations for Fast Track services. Due to this exceptionally high volume, we strictly advise all clients to book well in advance, as last-minute availability can never be guaranteed. Regarding your payment, please be assured that we never charge for any service before it is confirmed. In your case, only a temporary authorization was placed on your card, which was immediately released the moment we informed you the service could not be secured. You may check with your bank to verify that this temporary hold has been lifted, as no funds were ever deducted. We stand by our team's continuous communication and absolute transparency throughout those 36 hours. Sincerely, Royal Airport Concierge Team

Reply from Royal Airport ConciergeJun 11, 2026

Dear Bruno, Thank you for your feedback. I’d like to clarify the situation thoroughly. On June 6th, you inquired about a service at Haneda Airport and provided all flight details for June 11th. After you confirmed the booking, we sent you a contract, which you signed, explicitly confirming both the flight and date details. On June 9th, you informed us that you were actually in Osaka and had made a mistake with the booking. You requested a cancellation of the Haneda service. Unfortunately, this request came after our strict cancellation deadline had passed. This policy is mandated by the airport, not by us, and once confirmed, the fees are non-refundable due to the airport’s strict requirements. Additionally, you mentioned Osaka, and I want to clarify that we do offer services in Osaka. However, because you contacted us after landing there, it was unfortunately too late to arrange a service on the spot. We regret the situation and understand how frustrating this must be. However, we must uphold the airport’s policy as these charges are entirely out of our control. We hope you understand and appreciate your cooperation. If you have further questions, I’m happy to clarify.

Reply from Royal Airport ConciergeMay 21, 2026

Hi, Charmaine! We appreciate your honest feedback as we always aim to improve our clients' experience. We apologize for not meeting your expectations at SJO Airport. To be transparent about this location specifically: our service there is built around meet-and-greet, terminal navigation, luggage coordination, and a reliable handoff to your ground transportation. It does not include a true expedited immigration lane, as that type of access at SJO is highly restricted. That distinction should have been communicated to you clearly before you booked. We failed to do so, and for that, we are truly sorry. Thank you again for your honest feedback. We will take it into account to improve both the experience we deliver to our clients and the way we communicate our services. Best regards,

Reply from Royal Airport ConciergeFeb 16, 2026

Dear, Kenneth, we sincerely apologize for the frustration caused by this misunderstanding. To clarify, our quoting system is automated to provide quick estimates, but in rare instances, it may display availability in locations where our local teams are temporarily fully booked or offline. While we regret the error with the quote, it is important to emphasize that no payment was processed for this service. As we have thousands of satisfied clients worldwide, we take the label of "scam" very seriously. A scam implies financial loss or malicious intent; this was simply a technical discrepancy regarding availability, for which you were not charged. We are sorry for the time wasted and hope you found an alternative solution for your trip. Best regards, The Royal Airport Concierge Team

Reply from Royal Airport ConciergeJan 21, 2026

Hi! Thank you for your review. We must clearly address an important and non-negotiable point. Assistance with passport control issues is strictly prohibited by law at all international airports worldwide, including Bogotá. Airport greeters are not permitted to intervene, communicate, influence, or assist in any way between passengers and immigration officers. Any attempt to do so would be a serious violation of airport security regulations and local law. What you expected—intervention by the greeter regarding a passport issue—is not available through our service, any VIP service, or any airport service anywhere in the world. Such assistance is illegal and simply does not exist. This limitation is clearly stated in: - Our service description - Our booking confirmation - Our terms and conditions The greeter met the passenger at the gate, escorted them through the airport, assisted with luggage, accompanied them to passport control, and escorted them through the airport to exit. This is precisely the scope of service that is legally allowed and was fully delivered. Passport-related issues are the sole responsibility of the passenger and immigration authorities, without exception. While we respect your right to leave feedback, the negative review is based on an expectation that is illegal, impossible, and explicitly excluded from the service you booked. Best regards, Royal Airport Concierge Team.