Shuttle service is awful! We had to take an Uber after waiting over an hour. Before booking I called to confirm that they had shuttle service. They confirmed, was told to wait outside in the p/u area so that the shuttle could pick us up. We arrived to the area, called for the shuttle at 9:49pm, I was told that the shuttle would not be coming to pickup until the scheduled time 10:15pm, we waited. I called again at 10:30 and was directly put on hold with music for 11 minutes according to my phone. I hung up, called right back only for it to ring & then again to music. Many other hotel shuttles passed multiple times but we never saw our shuttle even though we waited all that time by the curb. Someone suggested that I use the airport phone so while still on hold on my cell phone and they must have been screening calls because they avoided my call but answered the airport call. I was told by the gentleman that answered that the shuttle would not leave again until 11:15 because they had already come by twice. Again, we never saw a shuttle for this hotel. I asked if they could pick us up because we had been waiting over an hour by the curb and had called to let them know we were waiting but he said they run on a schedule. I didnt see a shuttle upon arrival but did the next day. It was a van that I still never saw at the airport with a small paper taped to the window with the hotel name. They should have warned us that it wasnt a true shuttle. Picture attached to avoid issue again