My reservation was messed up the first day. i bought the English 4 hour bus tour from 9 - 1. the directions said to be ready 15 minutes before tour start time. i have done several Viator city bus tours in multiple cities. no problems. at 9:20 we contacted the number on our reservation. it was sunday so we left a couple of messages. when they got back to us they sent the wrong tour to pick us up (everglade tour) and at that time the bus tour was already on its way. we rescheduled to following day. they told us to be ready by 9:20 for the 9 AM tour. this is where the tour went downhill. on monday after we were picked up at 9:25 we drove around to multiple resorts picking up people and pulling to the side to wait and switch buses. by 10:20 we had everyone for the 9 - 1 tour. during all of that driving to pick up people not one word was said from the bus guide. we had two at that time because we had to switch buses once. we drove all through South Beach, too. not one word. we drove to little havana after a brief drive through the south beach area (maybe 10 minutes spent driving through there). driving to little havana took some more driving time. Not much was said during that drive on the highway. we went to Coral Gables and then we went to Bayside. on the way to little havana we learned that our tour was also going to be dropping off for a boat ride. at that time we notified our driver that we didn't pay for that upgrade. at bayside they dropped off at 12:25 (you see that we drove from 10:25 to 12:25 for the bus tour). the boat was picking up at 2:15 PM. Our guide arranged for us to go back to our hotel at 1 PM. we had a quick lunch at the bay (Subway). so we spent more time driving to 3 locations - stayed in little havana for 30 minutes at a cigar shop where we tasted the cuban coffee. coral gables another 20 minutes to see biltmore hotel property. this tour was really bad - save your money and time.