Safety during the ride
What is checked and who checks it, what you see during the trip, and where to write if something goes wrong.
Before the car arrives
- A driver from a fleet registered with us drives. Their documents —driving license, insurance, vehicle documentation, and, where the country requires it, the transport license— are checked and marked by their fleet, who has them in front of them and is responsible for them. Without that mark, they do not receive trips.
- We verify the identity of each driver with Stripe Identity: they photograph their document and take a selfie. Without that verification, they also do not receive trips. Those who have passed appear with their badge in the list of drivers in your city.
- You know which car you are traveling in before it arrives: when the driver accepts the trip, the license plate arrives in the HotelsCasa app.
During the ride
- You see the car approaching on the map, on the trip screen of the HotelsCasa app.
- If the driver cannot find the entrance, they call: their phone number is revealed to them upon accepting the trip. The driver's name and phone number are not shown on the trip screen.
- The fleet sets the price, and you see it before you confirm. When you book, the amount is held on your card; it is charged once the car arrives and you get in. There is no need to discuss money or use cash inside the car. The fleet receives the payment after the trip is over and you confirm your arrival, or after 24 hours if no complaint is filed.
- Trip notifications arrive in the HotelsCasa app, not via SMS: the license plate and the notice that the car is arriving, without names or phone numbers.
Once the trip is over, you will find a 'I have a problem' button on the trip screen: the fleet's payment is held until we review the issue. You can also email us at [email protected] with the trip reference — it starts with TX and is shown on the trip screen — so we can identify the driver, the car, and the time. You don't need to remember these details.
- A problem with the driver or the car is reviewed with their fleet and they respond. If necessary, the driver stops receiving trips while it is clarified.
- If no car arrived, nothing is charged: the amount was only held and is fully released.
- In an emergency, contact your country's emergency services first. We do not replace the police or an ambulance, and saying otherwise would be a lie.
What we do NOT have yet
We say this here so no one counts on it: there is no emergency button on the screen, no pickup code, the trip cannot be shared with another person, and the passenger cannot call the driver from the screen. We will mention it the day it exists, not before.
And we are not a taxi company: we do not own cars or employ drivers. The trip is performed by the fleet, with their permits and at their price; HotelsCasa is the showcase where you request it and the payment intermediary.
Security questions
Who is driving and what has been verified?
A driver from a fleet registered with us. Their documents (driving license, insurance, vehicle documentation, and transport license where the country requires it) are checked and marked by their fleet, which is responsible for them. We verify their identity with document and selfie. Without both, they do not receive trips.
Can I see the assigned car in advance?
Yes: when the driver accepts the trip, the license plate arrives in the HotelsCasa app, and on the trip screen you see the car approaching on the map. Your phone number is revealed to the driver upon acceptance; the driver's number is not shown on any screen.
What happens if the trip doesn't go ahead or something goes wrong?
If no car arrives or the trip is cancelled before boarding, the amount was only held on the card and is fully released: nothing is charged. And if something goes wrong, write to us at [email protected] with the trip reference (starts with TX) and we will look into it.