Uber used to be phenomenal about customer service issues....until I had the same thing happen.
Drooped pin then texted driver what hotel we were at and where the entrance was. Driver got close, started the trip then drove in circles missing the hotel TWICE. OF course being a big city they had to drive quite a bit to double back. I was furious that the driver started the trip and complained to uber....they could have cared less even after several emails back and forth and did not even address that it was a problem.
That is how driver are scamming customers and Uber appears to be OK with it.