Hotels need to make it clear on their websites the hours shuttles run especially if they claim the airport moniker in their name

they also need to state if they do not run a shuttle

in this example the airport should stated transportation only provided between X and Y; and none between Y&X or on call only between Y & X.. it needs to be clear

As one who's been burned on this, I call too however there are those instances like the OP's where IRROPS either just 1. doesn't allow that opportunity to check or 2. more likely, the chaos and the timing make it something one doesn't have at the top of their oh yeah I should do list

this is the situation where a hotel could be very proactive for no cost yet they just don't do that (as a general statement) and I can't figure out why unless they are just trying to screw over the customer