When I reserved a shuttle from the Hyatt Regency Hotel to Dulles in Washington, DC, I naively assumed that this outfit operated like any other and didn't pay much attention to the (AMAZING) cancellation policy. Two hours later, things beyond my control forced me to change my departure flight, time, and airport.
But then I discovered I couldn't change ANYTHING about the reservation. Not only that, but I would have to forfeit the entire fee, because I was canceling less than two days before the reserved time. No duh--I had MADE THE RESERVATION less than two days before the reserved time, a few hours, in fact.
This sort of cancellation policy MIGHT make some sense if Viator had SOME sort of financial exposure here--but they don't. I will in the future be sure to take a cab or Uber or Lyft.
Product or Service Mentioned: Shuttle Service.
Reason of review: Return, Exchange or Cancellation Policy.