My booking was made from and to my hotel door, as advertised on hoppa's website. However we weren't left in front of the hotel, but in a place with stairs, which was definitely not what we had booked. We were not informed of the different location until we were dropped off. I was travelling with a baby 1Y and a toddler 3Y, and I was not able to go down the stairs with the stroller and the suitcases. Also, we were travelling with elderly people with difficulties walking/going down/up the stairs. When we arrived at this place we asked the driver to leave us closer, however he denied us that. And was quite rude. As soon as we realized that the pick up wouldn't be possible in front of the hotel we contacted Hoppa to cancel it. However hoppa didn't accept the cancelation and didn't refund us. We were deceived by Hopa regarding the drop off/pick up place.