My family and I have travelled to Costa Rica for 5 years and this is the first time we have ever had a HORRIBLE experience with a Shuttle Company. We had booked a private shuttle For my family and I from the Airport to take us to our Hotel in San Jose, Marriott. We looked everywhere at the airport for someone holding a sign but their was no one from the company at the airport. We then asked a complete stranger to help us...again they could not find the company Viator ANYWHERE. We then phoned the number on our confirmation sheet which was booked a in September which we received a confirmation email For multiple times. We spoke to one of the companies representatives on the phone who said their was no one their to pick us up, and that they can’t find the confirmation number. The representative who we spoke To on the phone said NO ONE IS THEIR TO PICK YOU AND YOUR FAMILY UP. After talking to this representative he also said he would NOT REFUND us for the shuttle we paid for which we had both a confirmation and a bank statement for. The representative we spoke too was very rude and put us on hold multiple times. We then had to find a new ride to out hotel and pay extra money. We also had booked with this shuttle from our hotel back to the airport a week later. We re-confirmed it with the representative Who we spoke To on the phone and He said yes they will be their to pick us up. We specifically asked the representative to have someone at our hotel at 5:00 PM. The day we were leaving the shuttle did not arrive till 7:00 PM and we were late for our flight. We told the driver to get us to the airport as soon as possible and he drove very slow. The driver also kept telling us it will be 10min when after an hour later. We were on the road for 3 and a half hours. We ended up missing the check-in for our flight. After we got back home we re-called the shuttle company Viator and they lied to us on the phone saying that they were waiting at the airport for 3 hours. There are 4 people in my family looking at the airport for Viator, plus a stranger. No one could find them and we also called them when we are at the airport and they said “No one is going to pick us up and that no one is at the airport.” It is unbelievable that first they do not show up to the airport but then LIE!! THIS IS THE WORST SHUTTLE COMANY EVER! DO NOT BOOK WITH THEM!