My husband and I were really looking forward to this this trip. One day before the tour I received an email with the exact pick up time at our hotel in Miami Beach. So far so good. But: the coach never showed up to pick us up. Finally, we waited 1,5 hours in front of our hotel, tired and annoyed. I contacted Viator by email and told them I'd cancel the tour, a couple of HOURS later they wrote back, telling me that the drive was there and asked for me at the receiption and that he/she was told that nobody with my name is staying in the hotel. This cannot be as (in the early) morning I asked at the receiption, if there was any message from Viator explaining, why the coach wasn't coming. Finally Viator confirmed to give me a refund withing 3-7 business days. This period is over no, I'm still waiting for the refund - guys I'd appreciate you to pay asap!