When you make a reservation with Manhattan Carriage you
are assigned your own private carriage driver for the time slot that you
request. Your carriage driver is obligated to be available at the time that
your reservation specifies. You are agreeing to take the carriage ride with
the specific driver that you’ve been assigned, in the carriage that meets
the description that you are given, when you make your reservation.
Cancellation
You may cancel your reservation without penalty as long as you give
us 24 hours advanced notice. You must call the office to cancel your
reservation. If you call after or before the office hours of 10am to 7pm,
you should leave a message. We will be able to validate the time of your
call when we receive your voice mail and put through the cancellation
appropriately, as long as your call was recorded at least 24 hours in
advance of your reservation.
Prepaid Cancellations will incur a 3.75% service fee. It is not only a fee we charge . It is a fee that we are charged by our Merchant Service.
NO CASH Clients who refuse to pay cash by the end of their reservation, or who
forget to bring cash to pay the driver after their reservation, will be
charged for the full amount of the ride plus an additional 25% of the cost
of the ride. These charges will be applied to the card that you’ve provided
to us when you made your reservation. Please understand that the industry
standard is that the drivers must be compensated immediately by the end of a
reservation. The additional 25% added for clients who forget to pay cash, or
who refuse to pay cash, goes toward insuring that Manhattan Carriage retains
the highest quality of drivers to perform your perfect carriage ride
reservation.
Cancellation with less than 24 hours notice
Your driver is notified as early as 24 hours in advance of your
reservation and is most likely arranging his schedule around your
reservation. Cancellation less than 24 hours in advance may be subject to a
$50 cancellation penalty, plus 5% for processing, that will be applied to
the credit card that you use to hold your reservation.
Cancellation with less than an hour’s notice
Because your driver is reserved for you, for your time slot, and
passes up all other reservations in order to complete yours, cancellation
within the last hour before your reservation time will result in the full
amount being charged to your card, plus an additional 5% for processing.
“No shows”
A “no show” is when you do not show up for your reservation without
providing cancellation at least 24 hours in advance of your reservation
time. Also, getting on a different carriage, other than the one that you’ve
been assigned, constitutes as a “no show.” Remember, the driver that you
are assigned when you make your reservation, who has the cell # that you are
given when you make your reservation, who drives the carriage described to
you when you make your reservation, is your private driver, and your
agreement is to ride with him. We cannot guarantee the quality, duration, or
price of your reservation unless you ride in the carriage that you are
assigned. A “no show” will result in the full amount being charged to your
card, plus an additional 5% for processing.
Lateness
Because your driver is reserved for you, for your time slot, and
passes up all other reservations in order to complete yours, you showing up
late for your reservation could result in you being charged an additional
$50 for every 20 minute block after your allotted reservation time. For
example, if your reservation is set for 2pm, but you do not show up until
2:10pm, in order to complete a 40 minute reservation, your ride will not be
finished until 2:50pm. This cuts into a 20 minute time slot (from 2:40 to
3pm) where your driver could have made at least $50, not including tip.
That is what the drivers potentially make every 20 minutes, especially on
busy days
To avoid being charged an additional $50 for being late, please anticipate
lateness at least 40 minutes before your reservation time, and call your
driver. This allows your driver to possibly scramble to try to catch a fare
that could compensate him for the time that he is spending to wait for you.
Please be aware that your driver will most likely have a reservation
directly after yours, and if we cannot convince that client to push back
their start time, the amount of time that you get on the carriage for your
reservation could be compromised in order to insure that your driver is on
time for his next client.
Additionally, if you’ve booked one of the professional musicians,
photographers, or any special event person (including concierge service)
that work with Manhattan Carriage to perform a service for a wedding
ceremony, birthday, engagement proposal, or other special occasion during
your carriage ride, being late may result in these services becoming
unavailable, and the charges are non-refundable. All of the musicians and
photographers that we hire are New York City professionals and may have
other obligations scheduled for after the time that has been allotted for
you expires. Additional time, due to lateness, for these professionals to
perform the task that you are requesting, could result in an additional $50
for every 30 minute block after your allotted time expires
Cancellation of concierge services, special event persons, photographers,
and musicians
Cancellation of musicians, photographers, and special event persons
(example: a Minister, a Rabi, a caricaturist, etc...) must be done 48 hours
in advance. Less than 48 hours advanced notice of cancellation may result
in a 50% charge of the cost for the service plus 5% for processing. Less
than 24 hours notice of cancellation of these services will result in the
full amount being non-refundable. Please understand that the personnel that
we work with are New York City professionals who are fully committed to
making your reservation as special as possible and have likely turned down
other opportunities to work exclusively for you during the allotted time of
your reservation.
Cancellation of specialty items provided by our concierge services such as
banners, birthday cakes, and picnic baskets must be canceled at least 2
weeks prior to your reservation day. These items have to be ordered and
reserved far in advance and are non-refundable once ordered.
Cancellation of concierge service items such as Champagne/wine service,
Godiva chocolates, Godiva Strawberries, and long stem roses must be canceled
at least 24 hours in advance in order for the charges to be refunded to
you. If less than 24 hours advanced notice of cancellation, the charges for
these items may be non-refundable since they have been likely purchased and
reserved for your reservation. If a refund is issued, 5% will be deducted
from the refund for processing.
IF MANHATTAN CARRIAGE HAS TO CANCEL DUE TO ADVERSE WEATHER CONDITIONS THAT
MAY BE HAZARDOUS TO THE HORSES
We defer to the ASPCA’s discretion, and to maintain optimal
conditions for the horses, weather conditions such as electrical storms,
blizzards, ice-storms, temperatures exceeding 89 degrees, and temperatures
at 19 degrees or below are deemed hazardous for the carriages to work in.
If one of these rare instances should happen during your reservation time
and Manhattan Carriage has to cancel your reservation, you will not be held
liable for the cost of the reservation. Additionally, all costs for
additional services will be refunded in full, except for specialty items
such as picnic baskets, birthday cakes, and banners. These items, if you
requested them, were reserved and paid for in advance by Manhattan Carriage
and are non-refundable. We will refund you a portion of the cost for these
specialty items minus applicable booking fees. Since these items are
yours, we will have them delivered to you, if you are in New York City,
though you are not able to take the carriage ride. Alternatively, Manhattan
Carriage will do everything possible to re-schedule your carriage ride once
weather conditions improve.
We understand that you may look ahead to the forecast and decide that the
weather conditions are not as optimal as you’d like for your reservation;
however, many conditions, like scattered showers, may not be considered
hazardous by the ASPCA, and the carriages may still be allowed to work. If
you should decide that you want to cancel, even though the carriages are
still able to operate, please review our cancellation policies and give us
at least 24 hours notice of your cancellation.
Complaints
If at any time during your reservation, should you find that your
ride is inadequate due to the driver being late or discourteous, you should
call the office immediately at 3472987927. Even if it is after or before the
office hours of 10am to 7pm, you should still call and leave a message. We
will be able to view the time of your call for validation when we check our
office voice mail. We pride ourselves on making sure that you are getting
the carriage ride reservation that you deserve, but if you do not call with
complaints until after your reservation, we will most likely be unsuccessful
in rectifying any situation.
