Private Cadillac Escalade ESV Transfer SJD to Cabo San Lucas

Perfect—here’s a clean, end-to-end "Premium Plus Escalade ESV" workflow you can use as your SOP and also adapt into Viator/Supplier Hub FAQs. I split it into "Arrival" (SJD to hotel) and "Departure" (hotel to SJD), with exact steps, timing, and contingencies.

Arrival Transfer — SJD to Hotel (Cabo San Lucas / Corridor / SJC / Pacific / East Cape)

1. Booking Confirmed

Guest selects one-way Premium Plus — Cadillac Escalade ESV.
Inputs: airline, flight number, scheduled arrival time, passengers (adults/children/infants), checked bags count, child seat type if needed, and hotel name.

Auto-send confirmation with booking ref, WhatsApp/SMS number, and “How to Find Us” map snippet.

2. Pre-Arrival Concierge Text (24–12 hrs before)

Message includes: driver contact window, meet-point photo, name-sign format, grace period (60 min after actual landing), and reminder to request Stop and Shop or Extra Stop if desired.

3. Flight Tracking (Live)

Dispatcher tracks flight (early/late/diverted).
If early or delayed, ETA and driver assignment adjust automatically—guest receives updated meet time if 20 min variance.

4. Driver Staging and Signage

Escalade ESV staged near SJD.
Driver in black suit holds clean white name sign (lead traveler surname only—no PII).

Vehicle prepped: chilled waters, refreshing towels, chargers, Wi-Fi hotspot on, child seat(s) installed if requested.

5. Meet Point and Grace Window

Terminal 2 (Intl.) / Terminal 1 (Dom.) Transportation Meeting Point.
Grace period: 60 minutes after the flight’s actual gate arrival for immigration/luggage.

If customs lines are heavy, the guest sends a quick “We’re through bags” WhatsApp; the driver stays positioned.

6. Contact on Arrival (Backup)

If the guest doesn’t see the driver immediately, they reply to the pre-sent WhatsApp or call the dispatch number pinned in the voucher.

The driver shares a pin drop/photo of the exact location if needed.

7. Luggage Assist and Escort

The driver greets, confirms the name and hotel, and handles luggage to the curb.

Quick safety brief: seat belts, child seat check, Wi-Fi password, and estimated drive time.

8. Departure From the Airport

Smooth curbside load: suitcases first, then passengers; doors opened/closed by driver.

No detours unless a pre-booked Stop and Shop or Extra Stop is on the reservation.

9. In-Ride Experience

Quiet cabin; offer water/towels; confirm preferred cabin temp and music off/low/

Share ETA and hotel arrival protocol (porte-cochère access, bell staff handoff).

10. Hotel Arrival and Handoff

Pull into the hotel entrance; coordinate with the bell staff.
Unload luggage; confirm rooming name with guest to avoid bell-desk misroutes.

Farewell and follow-up: driver provides a QR/WhatsApp card to book return transfer or inter-hotel rides.

11. Contingencies

Lost luggage: We wait within grace; beyond 60 minutes, guests can extend the billed wait or reschedule a later pickup.

Flight diverted/canceled: We will reassign for a new arrival time (subject to availability); no fee if you notify 2 hours pre-landing.

No-show: After grace + 15 min and multiple contact attempts, the ride is closed as a no-show per policy.

Departure Transfer — Hotel ➜ SJD

1. Booking Confirmed / Added at Arrival

Guests often secure their return during the arrival ride; capture flight time, terminal, and check-in class.

2. Pickup Time Calculation

SJC hotels: 2h 45m before flight
Corridor: 3h before flight
Cabo San Lucas / Pacific: 3h 15m before flight
East Cape/Costa Palmas: 3h 45m–4h before flight
(Adjust for peak hours, holidays, or oversize luggage.)

3. Night-Before Reminder (T-12 to T-18 hrs)

Confirm pickup time and lobby/porte-cochère location.
Reconfirm bag count and child seat(s).

4. Driver Arrival and Waiting

Arrive 10–15 min early; announce to bell/lobby.

Grace: 15 min past pickup time before wait charges apply.

5. Load and Depart

Luggage assist; seat child restraints.
Confirm terminal; share ETA and drop-off lane.

6. Airport Drop-Off

Pull to the airline door if permitted; otherwise, standard departures lane.
Unload, farewell, and provide post-trip contact for forgotten items.

7. Contingencies

Guest running late: After grace, wait billed per policy if schedule allows; otherwise, we drop next slot first and loop back if possible.
Terminal change: Dispatcher notifies driver/guest in real time.

Service Standards (use in training and QA)

Vehicle: Late-model Cadillac Escalade ESV, immaculate exterior/interior, scent-neutral, AC pre-cooled.

Amenities: Chilled water, refreshing towels, Wi-Fi, multi-charger kit; child seats on request (rear-facing/forward/booster).

Professionalism: Black suit, discrete greeting, doors handled, luggage managed.

zero upsell pressure
Safety and Compliance: Commercial insurance, local permits, seat belts fastened, smooth driving (no phone in hand).

Privacy: No guest photos without consent; no speakerphone calls with guest data.

Add-Ons and Policies (you can paste to “Additional Info”)

Included wait (arrivals): 60 minutes after actual landing. Extra wait billed in 15-minute blocks.

Baggage capacity (ESV): up to 5 medium suitcases or 4 large + carry-ons. Oversized (golf bags, strollers), please note in booking.

Stops: “Stop and Shop (30 min)” and “Extra Stop” available by pre-booking or on-site if schedule permits (fee).

Child seats: Provided on request at no extra charge—specify type/age/weight.
Cancellation: Free up to 24 hours before pickup; within 24 hours, subject to full charge.
No-show: Arrival: after grace + 15 min with failed contact attempts. Departure: 15-minute grace at the hotel.

Tiny Templates (you can copy for WhatsApp/SMS)

Pre-arrival (day before):
“Hola from Premium Plus Escalade. We’re tracking your flight [Airline/No.] arriving [Time] at SJD T[1/2]. The driver will wait at the Transportation Meeting Point with a [SURNAME] sign. 60-minute grace after landing is included. WhatsApp us here if you need Stop and Shop or child seats. ¡Bienvenidos!”

Driver assigned (day of):
“Your Escalade ESV is assigned: [Driver First Name] + [Plate masked]. We’ll be at the meeting point when you exit customs. If you don’t see us, reply here and we’ll share a pin.”

Departure reminder:
“Pickup for [Hotel] → SJD is [Time] at [Lobby/porte-cochère]. Look for a white Escalade ESV and your driver [Name]. We plan [X] minutes to the airport. See you soon.”