Driver was slightly late for our arrival in Vienna so we had checked all waiting drivers by then. He only spoke German and Spanish. He did not know where our hotel was and found it by satnav not local knowledge. Driver was friendly and carried baggage to and from car. He was unable to tell us what the arrangements were for the return hotel to airport pickup. The hotel phoned the so called local contact and told me it was in the UK. They advised of a pickup time 3.5 hours in advance of our flight from an airport only 30 minutes from the hotel. Later that day the hotel received a confirmation notification for an unnamed guest in Spanish - It could only be us. It showed the flight departure time as 1408hrs but it was actually 1505hrs. We are from the UK and speak only english. This morning we were waiting for pick-up at the hotel as requested at 1135hrs. We saw a car arrive but the driver did not come into the hotel foyer with a nameplate as stated in our information. My wife went out and asked him after some time and he was there for us. He used satnav but had great difficulty in getting out of the old town of Vienna. He did get us quickly to the airport but after asking which airline we were travelling with he dropped us at the wrong terminal. He unloaded our luggage and left it on the road leaving us to get it onto the pavement and walk with it to the correct terminal. We have used Viator airport transfers many times with great success. This experience will make us think twice before using any services provided through Viator again.