Check in and communication was absolutely terrible. They did try to communicate at first by reaching out and asking what time we would arrive. I let them know that we expected to be there around 15:30/16 and we also sent a text saying we were on our way the day of around 13:00. They responded saying we would meet at the meeting place from 17:00-18:00. An hour is already a long window to meet your paying guests to escort them to their chosen overnight destination but since they sent us that time and we had said we’d arrive by 15:30 (which we did) we decided to wait from 15:30-18:00…. We ended up waiting, IN VENICE ITALY, wasting precious time in a country we’ve never been to and excited to explore. We are from USA and have to search for wifi which not everywhere offers in Venice to try to get ahold of them. At least one of us always stayed in the location/meeting place they provided in case they would show up. We finally got wifi, sent a message asking if they were coming and they responded they were catering to other guests. By then it was past 18:30 and we found an expensive hotel to book because we were not so confident they were coming and only after I sent them a message saying we found a hotel did they try to call and tell us they were on their way. They denied our refund request so we will dispute the charge with our card company and they won’t be getting any $$$ from us.