Stranded at Airport

We arranged well in advance for a driver to collect us from the airport to the hotel with their pickup service. When we came outside there was no one, just a swarm of taxi guys. We then tried calling endlessly but the phone just rang every time! This was during covid, so once the last person is out the taxi's all leave and you will be totally stranded. So we ended up paying very expensive for a service which was suppose to be free. When we arrived at the hotel we saw there was a large crowed of guys who flew with us. So I don't know if the driver collected the wrong people or never came back for us, either way it was extremely poor service for such a high rated hotel. Also the food was a joke during the covid. Rather order Mr. Delivery.