Fabulous car Excellent experience perfect timing. A wonderful ending to a wonderful day

Absolutely amazing and professional! Everyone was wowed by the silver Rolls Royce, and the driver was professional, prompt, and amazing!

We booked Royal Transportation for our 'getaway' vehicle at the conclusion of our reception. The car we rented arrived on time, but unfortunately broke down in the parking lot, rendering the money we spent wasted and ruining our getaway. We wound up catching a ride with family members to our hotel for the evening...not what we wanted or pictured and a real disappointment.

Though Royal Transportation did give us a full refund without question (as they should have) there is no consolation for the disappointment we felt as we exited our reception to head into a pickup truck, rather than a Rolls Royce.

We reserved the 1960 Rolls-Royce for our wedding sendoff, only to discover at the last possible moment that it had been replaced by a 1965 Rolls-Royce. We received absolutely no advance notice. We walked out for our wedding sendoff and found a completely different car waiting for us, with no opportunity to make alternative arrangements. After months of planning and paying for a specific vehicle for a once-in-a-lifetime moment, this was incredibly disappointing.

I understand that vintage cars can experience mechanical issues. The problem was not that the original car became unavailable, but the complete lack of communication and the company's handling of the situation afterward.

I contacted the company to request a partial refund because the vehicle we specifically reserved was not provided. I then had to send three follow-up emails over more than a week before receiving a response.

When they finally replied, there was no meaningful apology or acknowledgment of how disappointing this was on our wedding day. Instead, they explained that the original car had become mechanically unavailable, emphasized that they had "luckily" substituted another Rolls-Royce, and quoted their contract permitting substitutions without notice and stating that no refund would be given.

I understand that their contract allows substitutions. However, having a policy that permits a change does not excuse poor communication or a lack of customer service. A simple phone call or message beforehand would have been the professional thing to do. Instead, we were blindsided during our wedding sendoff, when we had no realistic opportunity to do anything about it.

What made matters worse was the response to our complaint. After three follow-up emails and more than a week of waiting, the company focused on defending its contractual rights rather than acknowledging our experience or making any meaningful effort to resolve the situation. Unexpected mechanical issues happen, but how a company communicates and treats its customers afterward is a choice.

The only positive aspect of our experience was our driver, who was genuinely lovely. We enjoyed chatting with him, and he was the one bright spot in an otherwise disappointing experience. This review is not a reflection of him.

I strongly encourage couples planning a wedding to think carefully before booking with Royal Transportation of Louisville. When hiring a vendor for a once-in-a-lifetime event, you need reliability, proactive communication, and a company that takes your concerns seriously when something goes wrong. In our case, the car was substituted without notice, and obtaining a response to our complaint required repeated follow-ups over more than a week. The eventual response offered a contractual justification rather than any meaningful attempt to make things right.

A wedding day does not come with a redo. We paid for a specific experience, discovered at the last possible moment that we were receiving something different, and were left disappointed by both the lack of communication and the lack of customer care afterward. I would not book with this company again or recommend trusting them with an occasion where the details truly matter.