Steamboat Express — Local services in Steamboat Springs

I am very dissatisfied with this company. I would not recommend them or use them again. Like another reviewer, my husband and I were left stranded in Steamboat on Saturday, Dec. 30th, the day we were supposed to be picked up and driven back to Denver to catch our flight back to Texas. I pre-booked and pre-paid for round trip service at the beginning of December. I immediately noticed the return date to Denver was incorrect upon receiving my confirmation. I called and was told that it had been corrected. I called again after arriving in Steamboat, waited on hold nearly an hour, finally texted the number in the repeated recording and again was told the date had been corrected. The confirmation text with the correction showed we would be picked up on Monday, Dec. 30th, 2024! I tried again to reach them and got no response to my text or answered phone calls. I hoped after I went through all the hoops, they actually had the correct pick up date. Well…I was wrong. We stood outside in 11 degree temps for 30 minutes, after leaving our Airbnb-and no driver showed up. I finally called and after being on hold for well over 30 minutes again…reached a person who said they would reach out to dispatch and find out the location of our driver. After waiting on hold for that information, I was told the same information as another reviewer…we are sorry, there was an error on our end with your reservation but all of our drivers are full and we have no one to pick you up. I asked about help or other solutions but was told there were none for that day. I did speak to a “supervisor” who said she would call me back about a refund, but that never happened either. My husband and I had to scramble to reach out to our Airbnb host, who thankfully was gracious enough to let us back into our unit, so we could try to cancel and rebook our flight and secure transportation to the Yampa Valley Airport. In the end it cost us almost $400 to cancel our flight out of Denver and change so that we could fly out of Yampa Valley instead. The Uber ride from our Airbnb was $68. I am still reaching out to them on the status of reimbursing us these costs after almost 60 days. It took numerous phone calls and being on hold for what added up to hours to get the ride refunded. I have submitted receipts for the airfare and Uber, but wasn’t told I needed to do that either until well after the 30 days and numerous phone calls. I truly feel that if I had not continued to reach out to this company to ask for updates on my refund and reimbursement for the additional expenses no one would have ever contacted me and they would have just let it go without ever making amends. I will never use this company or recommend them. It was also our first experience with using a shuttle service as we normally rent a car and drive ourselves. I am NEVER a negative reviewer. I am an honest person with a lot of patience and understanding, but in return, I expect to be treated fairly if there is an admitted mistake from the company. I am still waiting for the reimbursement to make things right, but because of how it has been handled I must repeat…I would never use...

I would not recommend booking with this company. We booked a round trip shuttle from Hayden to steamboat. The shuttle from the airport to our place was acceptable. The shuttle at the end of our stay back to the airport was a mess.

First we were sent a text the day before our scheduled shuttle that our driver would be picking us up from our condo in an hour. We checked our original booking and confirm we did not book the wrong day. After waiting on hold for 45 mins the shuttle driver messaged us saying it was a mistake on their end and sent us a new booking confirmation for the following day The following day we did not receive a text an hour prior to our pick up time which concerned us. We decided to try and call the customer support line to just confirm we were going to be picked up and after being on hold for almost an hour, we double checked our new booking confirmation to see they changed the pick up location to the travel agency we rented our condo through. Since we couldn't get in contact with anyone we had to uber to the address on the new booking. Once at the rental agency address we finally got in touch with someone who needed to call the shuttle driver because we were not on the pickup list. If not for us having to call,text and email the shuttle company multiple times we would have most likely missed out flight. I have email and called multiple times to request a refund for our uber with...

EDIT: After several calls and pressure, I was able to get my ride refunded + $250 for damage compensation.

ORIGINAL: I am deeply disappointed with the transportation service I received from HDN to Steamboat Springs. The driver failed to properly secure my skis, and they fell off on the highway, resulting in significant damage to both my skis and ski bag. This was an avoidable error that completely derailed my ski trip and has left me needing to replace over $900 worth of equipment.

Despite reaching out with a detailed request for compensation (including proof of damage), I have yet to receive an adequate resolution. Although they admit that it was their fault, they won't even comp my ride! This incident reflects a concerning lack of attention to customer property and a disregard for the impact on customers’ plans and expenses.

This experience has made me question the company's reliability and professionalism. I would strongly caution others to think twice before entrusting their belongings to this service. A company’s commitment to customer satisfaction is shown not just in good times but in how they handle problems — and in this case, it’s been...