This service is a joke and supports scammers. We had a 7am scheduled pickup time at our hotel for Chichen Itza tour. Late evening the day before, they sent a message on their website that we need to be there for pickup at 6:45am. Of course we did not see that message, we were already asleep. The next morning we were at the spot at 6:56, waiting for the driver. When no one showed up, I learnt that driver did not even wait until 7am scheduled pickup time and simply left. However, hotel staff said that there was no one even there, so I strongly believe that driver did not show up at all and this was a scam. The worst part is that Viator was 0 help. They refused to refund us and ignored when I asked to reschedule. More than that, the phone number they gave for customer service, was hanging up on us. I cannot believe a TripAdvisor company would fall so low in their customer service. The most terrible experience I have ever had. As a result, wasted $180, wasted time, a bunch of stress. Stay far far away from this company.