FAQ's

How many people and how much luggage can fit into a Luxury small SUV?
Our small SUVs accommodate up to 2 passengers and up to 2 pieces of luggage (depending on size).

How many people and how much luggage can fit into a Luxury SUV?
Our SUVs accommodate up to 6 passengers and up to 6 pieces of luggage (depending on size) and up to 6 skis/snowboards/golf clubs (depending on size).

Do you charge extra for luggage?
There is NO charge for luggage as long as it all fits into the trunk in Luxury small SUVs and into the trunk and the roof box in Luxury SUVs.

I have skis, snowboards or golf clubs. What vehicle should I reserve?
If you are traveling with skis/snowboards/golf clubs, you should reserve SUV online or call us at (303) 763-0043. Our SUVs accommodate up to 6 passengers and up to 6 pieces of luggage (depending on size) and up to 6 skis/snowboards/golf clubs (depending on size).

How much notice is required to make a reservation?
Our company suggests that you make a reservation 72 hours in advance to ensure a car will be available. All NEW and ASAP reservations within the next 72 hours must be called into Town to Mountain at (303) 763-0043

How much notice is required to cancel a reservation?
Cancellation must be made 36 hours prior to pickup time or cancellation fees (full charge) will be assessed if less than 24 hours.

Will I get a call when my car arrives?
As a courtesy to our customers we do attempt to contact all our customers when their drivers are on location. However, please call Customer Service at (303) 763-0043 after you have picked up your luggage and you are ready to be picked up.

Can the driver come into my building to pick up my luggage and bring it out to the car?
Unfortunately, chauffeurs are unable to leave their vehicles unattended. The drivers will be pleased to assist with your luggage from the front of your building to the vehicle.

Does Town to Mountain provide a car/booster seat for my child?
If your child is under the age of 7, legally your child must be in a car seat. Town to Mountain provides complimentary car seats and booster seats per your request (but does not provide infant seats). Please contact us if you need any assistance.

Can my kids travel alone?
An adult must accompany passengers under the age of 18 years. A chauffeur reserves the right to ask for ID for proof of age.

Who is responsible for any toll charges incurred during my trip?
All out of pocket charges, including, but not limited to road tolls, parking, airport fees and luggage carts incurred throughout the charter will be billed to the client.

Can I smoke in your vehicle?
There is a no-smoking policy for all of our vehicles.

Does Town to Mountain charge for waiting time? If so, how is waiting time charged?
Town to Mountain waiting time is based on the hourly rate for a particular vehicle and is charged in 15 minute increments. Time spent waiting at additional stop(s) will be charged as waiting time. Town to Mountain has a 15 minute grace period for all time overages on the way to the reserved destination. All stops must be pre-arranged before the rental begins. Due to the size of our vehicles and safety concerns, all unplanned stops are at the discretion of the chauffeur. Town to Mountain reserves the right to charge for unplanned stops. Waiting time charges may apply after the complimentary waiting time expires. For international flights the first 60 minutes are free all additional waiting time is billable. For domestic flights the first 45 minutes are free all additional waiting time is billable. For private residence and hotel pickup the first 15 minutes are free. All additional waiting time is billable. Town to Mountain updates all flight arrival times when a correct flight number or tail number is provided, but the update is only as reliable as the information we are provided by the airline or passenger(s). We charge a waiting time for ‘Meet and Greet’ service at the airport. For all ‘Meet and Greet’ please be advised. On all airport arrival reservations you will be considered a no-show after 45 minutes (60 minutes for international arrivals requiring Customs Clearance) past your flights arrival time. If you have not met your chauffeur or contacted Town to Mountain at (303) 763-0043 by phone, you will be charged in full for the reservation. To avoid being charged as a no-show, do not leave your location without contacting Town to Mountain by phone.

What if I lost something in a Town to Mountain car? Do you have Lost and Found Department?
Town to Mountain is not responsible for items that are left in the vehicle, lost, stolen or damaged. Our company is not liable for lost items left behind in any vehicle by a passenger, but we will do whatever we can to help you find it. Town to Mountain has a Lost and Found Department. If you suspect you have left an item in a Town to Mountain affiliated vehicle, please call Customer Service at (303) 763-0043 and provide your name, contact number and date of trip along with a brief description of the item. Please note that it may take 2-3 business days for the Lost and Found Department to retrieve your item (if it is found). Once and if your item has been received from the chauffeur, Lost and Found will contact you and provide you with options of how you can pickup or receive your item. Town to Mountain reserves the right to charge a delivery fee for returning lost items if found. Town to Mountain recommends that all personal items be removed from the vehicle before you leave.

What if I am unable to arrive on scheduled time (no-show)?
All no-shows will be charged full rate. On all airport arrival reservations you will be considered a no-show after 45 minutes (60 minutes for international arrivals requiring Customs Clearance) past your flights arrival time. If you have not met your chauffeur or contacted Town to Mountain at (303) 763-0043 by phone, you will be charged in full for the reservation. To avoid being charged as a no-show, do not leave your location without contacting Town to Mountain by phone.

Are there any additional amenities or fees I should be aware of?
• Complimentary bottled water and XM Radio in all cars.
• Child seats available on request – $10 additional per seat.
• Vail Valley Jet Center, private jet centers and FBOs add a $25 Ramp Fee.
• After-hours surcharge applies for trips between 12:00 am and 5:00 am (fee varies).
• Rates do not include the industry standard automatic 20% driver fee.
• Surge pricing applies from December 16th to January 4th and February 18th to 28th.
• A 25% Non-Refundable Retainer is required to reserve and secure your vehicle – it can be used as a credit toward a future reservation if canceled.
• 36-hour cancellation policy:75% refund if canceled less than 36 hours before your trip – 25% cancellation fee applies.

• 24-hour cancellation policy: No refund if canceled less than 24 hours before your trip – 50% can be used as credit toward a future reservation.