Before I booked this, I called the hotel, and week before and also the day before. I asked specifically if the shuttel picked up at the airport that we were coming from and how we picked it up. Each time, they asked me , my name, my flight, my airline and aiport. Each time they told me just call the number of the hotel & the shuttle would pick us up. . . When we arrived, we called, and were told that we were to far away to pick up and at 11:30 pm we had to find other arrangements. So me in my 60s and my husband in his 70's were lucky to check out the streets of Phoenix at night-time. The hotel's excuse was that a call center takes their calls and doesn't know the city of phoenix.