We had two Pickups with your company. The one on Sunday, May 28, 2023 went very smoothly. The driver was at the airport and transported us to the Ship Dock. However, the pickup for June 4 was not good at all. First of all about a week and a half before we left Texas, I called the main number which is in Chicago and asked the agent to move our pickup time to 9:30 rather than 10. She got on the phone and talked directly to your office in Vancouver and verbally changed the time to 9:30. I did not receive any kind of update to reflect this time change. In fact your sheet that I printed out did not even have the Cruising Dock has a option for pickup or delivery. It spoke only to a Hotel or the Airport. On June 4, we came off the ship and was told that your business was not listed with the Dock and for us to go to the Parking Garage. I called the number for your office in Vancouver and told them where we were. After waiting about an hour, I called again and was told that the driver could not enter the receiving area of the dock because your company had not registered with the Dock and were not in the system. After a phone call from your company telling me that the driver was trying to enter the pickup area and I needed to talk with the agent to give permission for your driver to come in. I went back up to the agent who sent us to the parking garage and she told me that you had just registered with them and were now in the system and she could allow the driver in. So because your company had not taken the time to register, my family was told to wait in the garage. We carried our luggage to the garage and had to take it back up to the pickup area once your were registered. We probably waited an hour to an hour and a half to be picked up. Once we met the driver, he got us to the Airport in good time to meet our plane. However, your company need to change the printout you send to the customer with the exact place to meet at the cruising port and the correct time. You should have already been registered with the Cruising port dock rather than doing it while customers are waiting to be picked up.