If I could give zero stars I would. There was a booking error and it was for the wrong date. This would have been fine if they had done the confirmation 24 hours before as it says in the description of the booking. Instead there was no notice the day before or even the day of when they supposedly waited two hours for us. They completed the event and said nothing to us. No message on viator or WhatsApp. The only reason I was aware of this entire situation was because I received a text sitting on the tarmac waiting for take off to Cancun asking me to review the service. I scrambled to figure out something before we took off. I messaged the number provided on WhatsApp. They said there was no availability so I quickly booked something else. We got there and had internet again and they messaged asking what our arrival info was. Since we planned on using someone else I said it was not needed at this time. They said we could request a cancellation and get a refund for the remainder of the trip. Once the other shuttle fell through I messaged asking if we could get a ride since they had previously asked for the arrival information. They did not respond at all. I tried to cancel and get a refund but they had completed it so that was not an option. We decided to cut our losses and just take the trip back after the end of the vacation. They sent us a confirmation email 2 days in advance and changed our pick up time to an hour earlier than planned. We asked if there was any way to push it back since that not what we had asked for. They said no as it was - shared ride. At this point, I requested a refund with more than 24 hours in advance of the return trip and they denied it. The reasoning was it was booked round trip so there are no refunds for one way or the other. Even though they had originally said to do that. Customer service for viator was no help. They were rude and hung up on me when they said they would put me on a brief hold. I decided to use the WhatsApp feature to message about it. They told me to “chill out” on WhatsApp when I was providing screen shots for reference. The second person I talked to, Mia, had horrible customer service and refused to let me talk to the supervisor. I had to keep requesting to talk to someone else. She blamed me for the incidence as she said they did not have to provide 24 hour prior confirmation even though it is in the description of the booking. Do not waste your time. Do not bother with this. There are many other options to choose from. Super shuttle on get your guide was amazing. They had no availability because it was such short notice but they gave us a refund, without us asking for it, even though it said it was a non refundable ticket. I will never use viator again.