Hola! We consider this review as unfair, since when booking, the customer didn't provide a pick-up location. We tried by all the means possible to contact her to confirm the pick-up location. We messaged her through Viator twice, called several times on different dates and were unable to reach her. When we got hold of the customer 5 minutes before pick up, just to find out they were located in a town far from our location. I understand the frustration, but it is impossible for the company to coordinate a service without knowing the pick-up location beforehand, especially if it is outside our reach.
Hence, we feel this review is unfair and doesn't reflect the reality of the situation, in which the customer didn't provide critical information and place the blame on the company unjustifiably.