Viator had the wrong information and placed the responsibility back to us because they had not heard back from us without considering the reason why - which was simply time differences with Australia (our location). If viator is dealing with clients all around the world they need to take into account the time differences.
This trip was from the airport to our hotel and this was very good. The operator was friendly and informative and we did not have to wait too long to leave the airport.
Nobody met us at the baggage claim area as we were told. We called and were asked to look for someone wearing the uniform. Then she walked us to the end of the terminal and endorsed us to another staff. Waited for 15 mins and were told pick up location was changed thus walked back to get to the van.