Please remain in the hotel lobby. Your driver will identify you through eye contact or by checking his pickup list for your name. The hotel pickup service is available 24 hours a day. The local tour operator in Hangzhou is your support and has all the details of your driver and vehicle.

Frequently Asked Questions:

Q: Is your service superior to calling a taxi on site?

A: Taxi services are not always readily available in Hangzhou. If the hotel doormen are unable to secure a taxi for you promptly, the wait can be stressful. By using our service, you will enjoy a better vehicle and a reliable driver at your preferred pickup time.

Q: Do you pick up from my hotel?

A: This pickup price applies only to hotels in the downtown area of Hangzhou, which includes the districts of Shangcheng, Xiacheng, Xihu, Gongshu, and Jianggan. Other districts are considered Outskirts Hangzhou. Hotels in these areas will incur an additional charge. Please verify if your hotel is in downtown Hangzhou before booking.

If your hotel is in Outskirts Hangzhou, the local travel agent will inform you within 24 hours about the extra cost, which you will need to pay in cash to your driver (Plan A). Your consent to this additional charge is necessary. If you do not agree to the extra cost, the booking will be canceled, and you will receive a refund (Plan B).

Q: What should I do if I cannot find my driver?

A: Call the local travel agent. The staff will ask you to hand the phone to a nearby Chinese person to determine your exact location. Please wait there. Your driver will come to you. Do not move or attempt to go to the airport on your own.

Q: How can I modify a reservation?

A: Please use the urgent contact number on your voucher to reach the local travel agent as soon as possible.

Q: How can I cancel a reservation?

A: Please use the urgent contact number on your voucher to reach the local travel agent as soon as possible.

Q: Will the driver call me before pickup?

A: No, your driver does not speak English. The local travel agent will be your support.

• English-speaking backup support during reservation and transfers
• Private air-conditioned vehicle for hotel to airport transfer
• Friendly professional driver meets you at hotel lobby

• Excess luggage charges (where applicable for assigning an extra vehicle)
• Gratuities

For those looking to arrange a transfer from their hotel to Hangzhou Xiaoshan International (HGH), this pre-booking service is ideal for individuals who prefer to organize everything in advance. The vehicle and driver are provided by one of China’s largest car rental companies, with additional support from English-speaking staff for any urgent assistance.

• Please offer airline details upon reservation.
• No refund for all confirmed booking, including no show or late arrival.
• Each passenger (aside from infant) can check in with a maximum of 2 pieces of luggage, total dimension not exceeding 158 cm (62 inch), wheels, handles and side pockets included. Each bag should not weigh over 20kg (44 lbs).
• Excessive and over-sized bag as subject to the availability of the storage space of the vehicle, may incurring surcharge.

For a full refund, cancel at least 24 hours before the scheduled departure time.