by ampmlimo, on Jul 24, 2026 7:35:53 PM
We recently received a public complaint regarding wedding transportation service in Canmore. The review raised concerns about the water provided, the pickup at Quarry Lake, a food pickup made by the driver and an additional hour of service.
We understand that weddings are important occasions and that any concern can be frustrating. However, some statements in the complaint do not match the trip records and supporting documentation. We believe it is fair to calmly clarify what occurred.
The Complaint Stated That No Water Was Provided
The customer stated that no water was provided, despite the temperature being approximately 30°C that day.
However, the receipt from immediately before the trip confirms that water was purchased for the booking.
This is one example of why we carefully review receipts, trip records and other available information before responding to a complaint.
The Quarry Lake Pickup
The wedding group had booked both a shuttle bus and a party bus. Both vehicles and drivers were waiting near Quarry Lake.
Anyone familiar with Quarry Lake understands that parking is extremely limited, especially on a busy summer Sunday. Large commercial vehicles cannot always remain inside the main parking area while waiting.
Once the group was ready, the drivers were contacted. Both vehicles came into the pickup area and collected their passengers at approximately the same time, around 4:30 p.m.
The review alleges that one driver was more than 30 minutes late. However, both drivers arrived for the pickup together and transported their respective passengers back to the venue.
What Actually Caused the Additional Hour
The reservation was scheduled to end at 4:45 p.m., with Mainspace in Canmore listed as the final scheduled destination.
The group was transported to Mainspace. Had the service ended there as originally scheduled, there would have been no overtime charge.
After arriving at Mainspace, members of the group, including the bride, requested that the party bus return to the Spring Creek address, wait for them and then transport them back to Mainspace.
The driver advised the passengers that the original reservation time had ended and that the additional transportation would result in an overtime charge. They agreed and instructed him to continue.
The final drop-off was completed at approximately 5:45 p.m. The additional hour was charged for this additional requested service after the original scheduled drop-off.
The suggestion that the driver intentionally caused a delay to create an overtime charge is not supported by the trip timeline. The overtime resulted from additional transportation that was requested, approved and provided.
The Driver’s Food Pickup
During the booking, members of the group stopped at A&W and kindly asked the driver whether he wanted anything to eat.
The driver explained that he had dietary restrictions and could not eat from there. He asked whether the passengers would be comfortable with him ordering food online from another restaurant and collecting it along the return route. They agreed.
The order was placed in advance and collected directly along the route without a separate detour. We understand why a customer may question a personal food pickup during a booking. However, it is important to clarify that the passengers were aware of it and had agreed before the pickup was made.
Our Position
We are sorry that the customer was unhappy with the overall experience. At the same time, the overtime charge was not created by the driver or added without explanation. It resulted from additional transportation requested after the scheduled final drop-off.
We take genuine service concerns seriously and use customer feedback to improve. However, when serious public allegations are made, including a suggestion of an intentional scam, we also believe it is appropriate to provide the documented timeline.
Customers are entitled to express their dissatisfaction. Businesses and employees should also be permitted to respectfully correct the record when statements do not match the available documentation.
Customer’s Google Review
