General Considerations:
Your time and well-being are of paramount importance to us. We understand that unforeseen delays can occasionally arise, necessitating adjustments to schedules. Should you require any assistance with your booking, we kindly request a minimum of 24 hours’ notice.
Exchange Rate Policy:
For your convenience, our exchange rates are as follows:
USD $1 = Q7.00
Euro 1 = Q8.00
Booking and Pickup Information:
For collective shuttles, please be at the designated pick-up location on time and in front of the reception desk. Our drivers are unable to enter hotels/hostels or ask around.
Pickup times can take up to 45 minutes depending on how many stops and people are traveling that day. Pickups begin 10-15 minutes before the set time, and can take up to 30 minutes past the time.
Should you be left behind due to not being at the pick-up location at least 15 minutes prior to departure, we will make every effort to assist you, but we cannot guarantee turning back to pick you up out of consideration for other passengers.
While all routes provide an estimated travel time, please note that external factors beyond our control such as traffic jams, road closures, occasional demonstrations, and other variables might influence the actual duration of travel on the day of your journey.
Airport Departing Shuttles (Private and Collective):
When arriving at the airport, we’ll be there to greet you at the arrivals area, near Cafe Baretto. Upon exiting baggage claim, use the glass door on the right and wait by the coffee area if you don’t immediately see our driver. Our drivers typically hold a sign bearing your name or the name used for the reservation.
Cancellation Policy:
Should you need to cancel your reservation, we kindly ask for at least 24 hours’ notice. Cancellations made within 24 hours of the scheduled service will incur a cancellation fee equivalent to 100% of the reservation cost. Failure to appear or arriving late for your service constitutes a no-show cancellation, also incurring a fee equivalent to 100% of the reservation cost. In cases of genuine, unavoidable emergencies, a portion (25%) of the cancellation fee may be applied to future services. Changes due to flight modifications must adhere to our rescheduling policy.
Rescheduling Policy:
Out of respect for our staff and fellow passengers, we request that you notify us at least 24 hours in advance if you need to reschedule your booking. Changes cannot be made after 7:00 pm on the day preceding transportation. For communication outside of operating hours that falls on the day prior to your trip, a penalty fee of 50% of the reservation cost will be applied.
In the event of flight cancellations or delays, please promptly inform us to allow us to accommodate necessary changes.
Infants and Children:
Infants and children are counted as individual passengers regardless of age. Children aged 4 and under require a car seat or booster seat, which the parent or guardian is responsible for providing. A cleaning fee starting at Q150 / $20 (subject to change based on severity) will apply for any child-related messes, such as urine, feces, vomit, or excessive pet hair.
Pets:
Pets are welcome aboard our shuttles, collective or private, for a fee of $15 or Q100. Service animals are permitted in all vehicles. Cleaning fees starting at Q150 / $20 (subject to change based on severity) will apply for any pet-related messes. Pet owners are accountable for their pets and must prevent any accidents or vehicle damage.
Prohibited Items and Behaviors:
The use or possession of illegal drugs, marijuana, or any illicit substances is strictly forbidden during transportation. Passengers are not permitted to consume alcohol or smoke in the vehicle. Any violations will lead to immediate termination of service and may be reported to authorities. Passengers must refrain from disruptive or offensive behavior, violence, verbal abuse, harassment, intoxication, or smoking/vaping in the vehicle. It is crucial to remain inside the vehicle and avoid extending any part of the body out of windows. Violations of behavior policy result in instant service termination without refund. We maintain the right to deny service to those who breach this policy or endanger the safety of passengers and drivers.
Modification Policy:
Modifications requested before 6:00 pm local time on the day prior to scheduled transportation will be accommodated to the best of our ability. However, kindly consult with us and await our confirmation before considering modifications final. Modifications requested after 6:00 pm local time on the day before transportation are not guaranteed and may incur a modification fee. Any route changes may entail price adjustments and are contingent on availability. Last-minute changes due to company-related issues will not result in price adjustments for passengers.
Luggage and Forgotten Goods:
RoadRunner shall not be held responsible for any items left behind or forgotten by passengers in the vehicles used for transportation. Passengers are advised to check the vehicle thoroughly before disembarking to ensure they have all their belongings with them. While will make reasonable efforts to locate and return any forgotten items to their rightful owners if discovered within a reasonable timeframe. However, the company is not liable for any loss or damage to forgotten items.
Passengers are solely responsible for the safety and security of their valuables, including but not limited to money, jewelry, electronic devices, and other valuable items, while being transported in the vehicle. The company shall not be held liable for any loss, damage, or theft of valuables that may occur during the transportation period. Passengers are strongly encouraged to keep their valuables secure and with them at all times.
In the event that passengers choose to transport items on the roof rack of any vehicle, they do so at their own risk. The company shall not be responsible for any damage, loss, or theft of items placed on the roof rack during transportation. Passengers are advised to secure their items adequately and adhere to any guidelines provided for roof rack usage.
Limitation of Liability:
RoadRunner shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of the transportation services provided, including but not limited to damages of 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, shall be limited to the amount paid by the passenger for the specific transportation service.
Goods & Packages:
Our package and delivery service is available; however, due to scheduling constraints, pick-up and drop-off times fall within a 24 to 72-hour window. While we primarily focus on transporting people, we offer this additional service. To ensure this service, we require a comprehensive list and photos of contents, along with sender and recipient details.
Contact Information:
For cancellations or changes, please contact us via WhatsApp at https://wa.me/+50231408060 for English or https://wa.me/+50251761841 for Spanish between 9:00 am to 6:00 pm. If necessary, kindly leave a detailed message, and we will respond promptly.
Privacy Policy
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Our website address is: https://roadrunnerguatemala.com.
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