Dear Elaine Baden, Thank you for sharing your experience with us. We are very sorry to hear about your disappointment.
The transfer was confirmed from 07:30AM as detailed in the voucher (between 07:30PM to 08:30PM depends on each hotel location). As it is a regular transfer, there are other passengers who are taking the same vehicle. For this reason, passengers must wait at the hotel reception. In case you need a specific pick-up time, we have private transfers services. We apologize if it wasn't clear enough.
On the other hand, according to our company's policies, our rates are updated daily to be sure you get the best available price online or at destination. Sometimes, to complete the places that are free, cheaper rates are offered at the destination. This involves a risk: by paying the regular rate the passenger is guaranteed a place on the tour; waiting until the last minute, most of the time, there are no places available. Hiring through serious and recognized companies such as Viator is a guarantee in the provision of services. Also, the national fees are not included in this tour.
Thank you for comments, as it helps us to improve our experiences. Tangol Tours.