Hi Dylan,
We are so sorry about that.
We text passengers for the timing pickup a day before, because sometimes the airlines are changing the schedule and in this case we have to adjust the pickup schedule.
In Mexico the passengers has to be at the airport 2 hours before a national flight and 3 hours before a international flight, and we have to respect these rules that are the same for all the airport sizes.
Your transfer was shared, means that other people were in the van going to the same airport, and was not possible to change the pickup schedule.
Our transportation have a tracking GPS system, and you can see on the screen capture that we send you, the transportation Van was in front of your hotel until 9h16 AM.
When someone is not coming out, always the operator takes a picture of the transportation front of the hotel place, that you can see on the picture that we sent you with the answer on Viator site.
The van starts to move at 9h16 because other passenger were in, and had to take a flight.
Best Regards.