They can certainly book a transfer for you from the airport to the hotel.

Indeed, once, in a pinch, I needed a transfer service from JNB to a residence in JNB. The Westcliff had nothing to do with my trip. But, having stayed there in the past, I called the concierge, told them I was a prior guest and asked for a recommendation, they gave me a name, number, etc. and I set up the booking all by myself.