Hello Susan. We are so sorry your experience with Viator did not work out. They have their own way of doing things. That is why we ask all guests to reach out to us when they make their reservations, and why we make sure to contact our guests as soon as possible with the correct start time. (As we did in your case.) We also request that guests confirm the time. You are not the first one to experience this issue. We have recently added a note warning guests to accept only information that comes from us, not Viator's automated messages. Again, we are sorry you had a stressful experience. Our aim is to ensure that every guest has an amazing time. We hope you will give us another shot in one of our other locales - St. Thomas, Los Angeles, or Catalina Island. And if you do, please reach out directly to us with any questions or concerns.