Here’s a comprehensive, step-by-step workflow for the “Premium Plus Escalade ESV” service, which can be used as a standard operating procedure and adapted for Viator/Supplier Hub FAQs. The process is divided into “Arrival” (SJD to hotel) and “Departure” (hotel to SJD), detailing each step, timing, and contingencies.

Arrival Transfer — SJD to Hotel (Cabo San Lucas / Corridor / SJC / Pacific / East Cape)

1. Booking Confirmation

   The guest selects a one-way Premium Plus — Cadillac Escalade ESV. They provide details such as airline, flight number, scheduled arrival time, number of passengers (adults/children/infants), checked baggage count, child seat type if needed, and hotel name.

   An automatic confirmation is sent with a booking reference, WhatsApp/SMS number, and a “How to Find Us” map snippet.

2. Pre-Arrival Concierge Text (24–12 hrs before)

   The message includes the driver’s contact window, a meet-point photo, name-sign format, a 60-minute grace period after actual landing, and a reminder to request Stop and Shop or Extra Stop if desired.

3. Flight Tracking (Live)

   The dispatcher monitors the flight (early/late/diverted). If early or delayed, the ETA and driver assignment are adjusted automatically, and the guest receives an updated meet time if there is a 20-minute variance.

4. Driver Staging and Signage

   The Escalade ESV is staged near SJD. The driver, dressed in a black suit, holds a clean white name sign (lead traveler surname only—no PII).

   The vehicle is prepared with chilled waters, refreshing towels, chargers, Wi-Fi hotspot on, and child seat(s) installed if requested.

5. Meet Point and Grace Window

   Terminal 2 (Intl.) / Terminal 1 (Dom.) Transportation Meeting Point. A 60-minute grace period is provided after the flight’s actual gate arrival for immigration/luggage.

   If customs lines are long, the guest sends a quick “We’re through bags” WhatsApp; the driver remains positioned.

6. Contact on Arrival (Backup)

   If the guest doesn’t see the driver immediately, they reply to the pre-sent WhatsApp or call the dispatch number pinned in the voucher.

   The driver shares a pin drop/photo of the exact location if needed.

7. Luggage Assist and Escort

   The driver greets, confirms the name and hotel, and handles luggage to the curb.

   A quick safety brief is provided: seat belts, child seat check, Wi-Fi password, and estimated drive time.

8. Departure From the Airport

   A smooth curbside load: suitcases first, then passengers; doors are opened/closed by the driver.

   No detours unless a pre-booked Stop and Shop or Extra Stop is on the reservation.

9. In-Ride Experience

   A quiet cabin; offer water/towels; confirm preferred cabin temperature and music off/low.

   Share ETA and hotel arrival protocol (porte-cochère access, bell staff handoff).

10. Hotel Arrival and Handoff

    Pull into the hotel entrance; coordinate with the bell staff.
    Unload luggage; confirm rooming name with the guest to avoid bell-desk misroutes.

    Farewell and follow-up: the driver provides a QR/WhatsApp card to book return transfer or inter-hotel rides.

11. Contingencies

    Lost luggage: We wait within grace; beyond 60 minutes, guests can extend the billed wait or reschedule a later pickup.

    Flight diverted/canceled: We will reassign for a new arrival time (subject to availability); no fee if notified 2 hours pre-landing.

    No-show: After grace + 15 min and multiple contact attempts, the ride is closed as a no-show per policy.

Departure Transfer — Hotel ➜ SJD

1. Booking Confirmed / Added at Arrival

   Guests often secure their return during the arrival ride; capture flight time, terminal, and check-in class.

2. Pickup Time Calculation

   SJC hotels: 2h 45m before flight
   Corridor: 3h before flight
   Cabo San Lucas / Pacific: 3h 15m before flight
   East Cape/Costa Palmas: 3h 45m–4h before flight
   (Adjust for peak hours, holidays, or oversize luggage.)

3. Night-Before Reminder (T-12 to T-18 hrs)

   Confirm pickup time and lobby/porte-cochère location.
   Reconfirm bag count and child seat(s).

4. Driver Arrival and Waiting

   Arrive 10–15 min early; announce to bell/lobby.

   Grace: 15 min past pickup time before wait charges apply.

5. Load and Depart

   Luggage assist; seat child restraints.
   Confirm terminal; share ETA and drop-off lane.

6. Airport Drop-Off

   Pull to the airline door if permitted; otherwise, standard departures lane.
   Unload, farewell, and provide post-trip contact for forgotten items.

7. Contingencies

   Guest running late: After grace, wait billed per policy if schedule allows; otherwise, we drop next slot first and loop back if possible.
   Terminal change: Dispatcher notifies driver/guest in real time.

Service Standards (use in training and QA)

Vehicle: Late-model Cadillac Escalade ESV, immaculate exterior/interior, scent-neutral, AC pre-cooled.

Amenities: Chilled water, refreshing towels, Wi-Fi, multi-charger kit; child seats on request (rear-facing/forward/booster).

Professionalism: Black suit, discrete greeting, doors handled, luggage managed.

Zero upsell pressure
Safety and Compliance: Commercial insurance, local permits, seat belts fastened, smooth driving (no phone in hand).

Privacy: No guest photos without consent; no speakerphone calls with guest data.

Add-Ons and Policies (you can paste to “Additional Info”)

Included wait (arrivals): 60 minutes after actual landing. Extra wait billed in 15-minute blocks.

Baggage capacity (ESV): up to 5 medium suitcases or 4 large + carry-ons. Oversized (golf bags, strollers), please note in booking.

Stops: “Stop and Shop (30 min)” and “Extra Stop” available by pre-booking or on-site if schedule permits (fee).

Child seats: Provided on request at no extra charge—specify type/age/weight.
Cancellation: Free up to 24 hours before pickup; within 24 hours, subject to full charge.
No-show: Arrival: after grace + 15 min with failed contact attempts. Departure: 15-minute grace at the hotel.

Tiny Templates (you can copy for WhatsApp/SMS)

Pre-arrival (day before):
“Hola from Premium Plus Escalade. We’re tracking your flight [Airline/No.] arriving [Time] at SJD T[1/2]. The driver will wait at the Transportation Meeting Point with a [SURNAME] sign. 60-minute grace after landing is included. WhatsApp us here if you need Stop and Shop or child seats. ¡Bienvenidos!”

Driver assigned (day of):
“Your Escalade ESV is assigned: [Driver First Name] + [Plate masked]. We’ll be at the meeting point when you exit customs. If you don’t see us, reply here and we’ll share a pin.”

Departure reminder:
“Pickup for [Hotel] → SJD is [Time] at [Lobby/porte-cochère]. Look for a white Escalade ESV and your driver [Name]. We plan [X] minutes to the airport. See you soon.”

• Bottled water

Why choose our services:
• Experience true luxury with our black-car service featuring late-model Cadillac Escalade ESVs that are pristine and scent-free.
• Enjoy a smooth meet & greet experience with flight tracking, personalized name signs at SJD, luggage assistance, and curbside pickup.
• Benefit from comfort amenities such as onboard Wi-Fi, chargers for multiple devices, chilled water, and refreshing towels.
• Perfect for families: request rear-facing, forward-facing, or booster child seats at no additional charge.
• Transparent pricing: all taxes, tolls, and airport parking are included—no hidden fees.
• Fully licensed and insured: our professional, bilingual chauffeurs have local permits.
• Reliable service: 60-minute grace period at the airport after landing, with proactive updates for early or late arrivals.
• Comprehensive 5-star coverage: serving Cabo San Lucas, the Tourist Corridor, San José del Cabo, the Pacific side, and East Cape upon request.
• Enjoy privacy and professionalism with discreet door-handled service, a quiet ride, and no upsell pressure.

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