Thank you for sharing your feedback. I truly feel bad for the experience you had, and I appreciate you taking the time to point out these issues so we can improve.
Regarding the cleanliness of the car and the child seat, you are absolutely right. We could have done better, and we will make sure this doesn’t happen again. These are things we take seriously, and your comments help us raise our standards.
About the interaction with our staff: you met Besart, and he mentioned that you asked him “why so serious?” He told me he was simply focused on his work. Like anyone, he may have had a tougher day and come across more serious than usual, and his English isn’t the strongest either. Still, we never want any guest to feel uncomfortable.
I’d also like to highlight that Besart picked you up directly at the airport, even in light rain, although our parking lot is only about 250 meters from the terminal. He did this to make your arrival easier, and I’m sorry if the interaction still felt unpleasant. If there was anything else said or any moment that made you feel treated badly, please let me know. I would truly like to understand better.
Thank you again for your honesty. Even though this wasn’t the experience we want to deliver, your feedback helps us improve and ensures the next one will be much better.
Best regards,
Amarildo