After arrival in Rome, had to call to find our about our transport to our hotel as no one was there for us. We were told he was on his way. After waiting about 30 minutes he arrived and did apologize. We had to walk quite a distance with luggage to where his van was. We were fine but I kept thinking about the elderly and there would be no way that could walk that distance. Not sure why he could not park his van, like others, right outside the door and we could leave from there. He was very nice, but having to wait and then walking such a long distance with a lot of luggage wasn't my expectation. I called 24 hours before leaving Rome to make sure our transportation would be at the hotel as we had to leave our hotel by 6am to catch our flight. Our driver arrived at the hotel and actually was waiting for us when we came downstairs. Perfect! We have used Viator to book transfers several times and will continue!
Driver was very accommodating when my father lost his luggage, and ended up staying at the airport for far longer than anticipated. He waited patiently for an additional hour for the airline to recoup the bag...
However--the ride was advertised as a Mercedes Benz luxury 4-person car, and a van is what arrived. That was a disappointment.