Frequently Asked Questions
You’ve got things to plan. These answers will help you book with confidence. For more details, read our full policies below.
How does booking work?
You can book online through our website or scan the QR code at your hostel. Choose your route, select your shuttle type (shared or private), and pay securely. Once confirmed, you’ll receive your pickup location and time via email and WhatsApp.
Can I book last-minute?
Shared rides must be booked at least 12 hours in advance. For anything urgent, message us directly—we’ll let you know if we can make it happen. Private rides have more flexibility but also depend on driver availability.
Do you offer airport transfers?
Yes, we offer private shuttles anytime, day or night, and shared shuttles at set times. When you arrive, your driver will meet you in the arrivals area near Café Baretto. After baggage claim, exit through the glass door on the right and wait by the coffee area. Your driver will be holding a sign with your name or booking reference.
Where do shuttles pick up and drop off?
Shared rides pick up from popular hostels and central locations in each town. The booking form will show our default pickup spots, but you can request a different location if needed—and we’ll confirm if it’s possible. Private rides can pick you up and drop you off wherever you are (within the route zone).
What happens if I'm running late?
Shuttles run on a strict schedule, especially shared rides. Please be at the pickup point 15 minutes early. If you’re not there on time, the driver may have to leave without you, and we won’t be able to issue a refund.
Can I cancel or change my booking?
Yes, you can cancel or reschedule, but please notify us at least 24 hours before your ride. Cancellations within 24 hours or no-shows are non-refundable. See our full cancellation policy below for more details.
Can I change my pickup or drop-off location?
Modifications to your reservation can be made up to 24 hours in advance. Please contact us before then or fill out your changes on the My Bookings page, and we’ll confirm if it’s possible. Any changes may involve an additional charge.
Are pets allowed on the shuttle?
Pets may be allowed on private shuttles for a $15/Q100 fee, but availability must be confirmed in advance—just let us know when booking. Pets are not allowed on shared shuttles. Service animals are welcome on private vehicles (typically for the same fee), though shared shuttle policies can vary. Check out our full pet policy for details on cleaning fees and rider responsibilities.
How do I get support if something goes wrong?
You can reach us on WhatsApp or email. We’re quick to respond, and our team will always do what we can to help resolve any issues.
What if I forget something on the shuttle?
If you forget something, please message us as soon as possible. We’ll do our best to locate and return your item, but please note that we are not liable for lost items and cannot guarantee their recovery.
Our Policies & Information
These policies help keep everything running smoothly for everyone—our drivers, travelers, and you. By booking with us, you agree to the terms outlined below.
Payment & Currency
To make things easy, our exchange rates are:
USD $1 = Q7.50
Euro 1 = Q8.00
Shuttle payments are only made directly through RoadRunner (via our website or WhatsApp) or through our hostel partners (if booking directly with them).
Drivers do not accept payment for the ride—they are only responsible for getting you there safely. However, tips are always appreciated!
Booking & Pickup
- Shuttle Booking: Shared shuttles need to be booked at least 12 hours in advance. Private rides may be available on shorter notice—just message us directly, and we’ll check availability.
- Pickup Times: Pickup times start 10–15 minutes before the listed time and may take up to 30 minutes depending on the route and number of stops. Please be at your pickup spot at least 15 minutes early. Drivers don’t go into hostels or hunt down passengers—if you’re not there, we may have to leave without you, and no refund will be issued.
- Travel Time Estimates: Estimated travel times are just that—estimates. Traffic, road conditions, or local events can cause delays, so please plan accordingly.
Cancellations & Rescheduling
- Cancellation Policy: Need to cancel? Please let us know at least 24 hours in advance. Cancellations made within 24 hours of the service will incur a fee equal to 100% of the reservation cost. If you don’t show up or arrive late, we’ll consider it a no-show and charge the same fee. In case of genuine emergencies, 25% of the cancellation fee can be applied to a future ride. If your flight is delayed or canceled, we’ll work with you to adjust your booking.
- Rescheduling Policy: If you need to reschedule, please let us know 24 hours before your trip. Any changes after 6:00 PM the day before will be subject to a 50% fee of the reservation cost. If there are flight delays or cancellations, please contact us ASAP so we can help make the necessary changes.
Trip Modifications
If you need to make a change, please do so on the My Bookings page, or let us know before 6:00 PM local time the day before your scheduled ride. We’ll do our best to accommodate your request, but please wait for our confirmation before considering it final.
Modifications requested after 6:00 PM may not be guaranteed and could incur a modification fee. Any changes to routes may result in price adjustments, depending on availability.
If any last-minute changes are made due to company-related issues, no price adjustments will apply.
Airport Pickups
When you arrive at the airport, we’ll be there to greet you at the arrivals area, near Café Baretto. After exiting baggage claim, use the glass door on the right and wait by the coffee area if you don’t see your driver right away. Look for a sign with your name (or the name used for your reservation)—our drivers are easy to spot!
Infants and Children
- Car Seat Requirements: Infants and children are considered individual passengers, no matter their age. Kids 4 and under will need a car seat or booster seat, which parents or guardians are responsible for providing.
- Cleaning Fee: We understand accidents happen! A cleaning fee starting at Q150 / $20 may apply if there are any messes, like urine, feces, or vomit. This fee may vary based on the severity of the mess.
Traveling With Pets
- Pets on Private Shuttles – We may accept pets on private shuttles for a fee of $15 / Q100, but availability must be confirmed in advance. Please contact us when booking so we can double-check the specific vehicle and driver. Pets are not permitted on shared shuttles.
- Service Animals – Service animals are welcome on private vehicles, usually for the same $15 / Q100 fee. Policies can vary on shared shuttles, so please reach out before travelling to receive the most up-to-date information and ensure we can accommodate you comfortably.
- Owner Responsibility – Pet owners must keep their animals under control throughout the ride and prevent any accidents or damage to the vehicle.
- Cleaning Fee – A cleaning fee starting at Q150 / $20 (depending on severity) applies for any pet-related messes, including urine, feces, vomit, or excessive fur.
Luggage & Lost Items
- Responsibility for Forgotten Items: RoadRunner is not responsible for any items left behind or forgotten in the vehicle. Please make sure to check thoroughly before exiting to ensure you have all your belongings. If we find any forgotten items, we will do our best to return them to you—within a reasonable timeframe. However, we are not liable for any loss or damage to forgotten items.
- Valuables: Passengers are responsible for the safety and security of their valuables, including money, jewelry, electronics, and any other important items. RoadRunner is not liable for any loss, damage, or theft of valuables during the ride. We recommend keeping your valuables secure and with you at all times.
- Roof Rack Items: If you choose to store items on the roof rack, you do so at your own risk. RoadRunner is not liable for any loss, damage, or theft of items placed on the roof. Be sure to secure your items properly and follow any guidelines provided for roof rack use.
Goods and Package Delivery
We offer a package delivery service, but due to scheduling constraints, pick-up and drop-off times may fall within a 24 to 72-hour window. While our main focus is on passenger transport, we’re happy to offer this additional service. To ensure everything runs smoothly, we’ll need a detailed list of contents, photos, and sender/recipient information.
Prohibited Items & Behaviors
- Illegal Substances & Alcohol: The use or possession of illegal drugs, marijuana, or any illicit substances is strictly prohibited during transport. Alcohol consumption is also not allowed in the vehicle.
- Smoking & Vaping: Smoking and vaping are not permitted inside the vehicle at any time.
- Disruptive Behavior: Passengers must refrain from any disruptive, offensive behavior, including violence, verbal abuse, harassment, or intoxication. We aim to keep the ride comfortable and safe for everyone.
- Safety First: It’s important to stay inside the vehicle at all times and avoid extending any body parts out of the windows.
- Consequences for Violations: Any violations of these policies will result in the immediate termination of service, without refund. We also reserve the right to deny service to anyone who endangers the safety of other passengers or the driver.
Limitation of Liability
RoadRunner shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the transportation services provided. This includes, but is not limited to, damages to goods resulting from lost profits, lost data, or business interruption.
The total liability of RoadRunner for any claims arising from the transportation services, including but not limited to claims for lost or damaged items, is limited to the amount paid by the passenger for the specific transportation service.
Still Have Questions?
We’re always here to help—whether you have a question, concern, or something unexpected comes up.
Click Here to Message Us On WhatsApp
Hours: 8:00AM – 8:00PM (local time)
If it’s after hours, just send us a message, and we’ll get back to you as soon as possible!