This tour company is unethical and has poor customer service and Viator did nothing. We along with 30 other people were unable to get on because the person who checks you in at 4:45pm left before 5pm. The details say “checkin from 4:45pm” verbatim and the boat leaves at 5:30pm. Although we were there well BEFORE 5:30, they would not allow us on because we weren’t checked in and would not issue a refund. We also tried to reschedule and they hung up on us and gave us the run around to go back to Viator; Viator told us to go back to them. It’s all a scam. We spoke to a security guard who confirmed the lady who does the check in left before 5pm, the tour company told Viator that they left at 5pm and then changed it and said they left at 5:30pm. That’s a LIE because we were there a few minutes after 5pm and the lady was not there. The changes in their story were so frustrating. In addition, they kept saying that we all got there at 5:35pm when that too was a LIE! It’s just a way to protect them from any credit card disputes so they don’t have to reimburse. My problem with this tour company is the POOR CUSTOMER SERVICE AND UNETHICAL BEHAVIOR! At the minimum, be honest about where you messed up. Make it clear that you have to be checked in by 5pm if that is the case, which it isn’t btw. Lastly, offer alternatives so customers don’t feel like you are just taking their money. Viator should have offered the refund and they told us no because the tour company would not refund. This is after the tour company told us Viator would have to refund because we booked through them. I honestly believe they oversell this tour just to cover for cancellations and people who are “late”, and then do not offer refunds for any reason. I also think the person who checks you in intentionally leaves early once they hit capacity, which caused 30 other people to no be able to board. That’s DISHONEST, MISLEADING, UNETHICAL and POOR BUSINESS PRACTICES. Save your $150 and STAY AWAY from this company!