Tour 5x1 Archeological Zone, Cancun City Tour, Puerto Morelos, Cenote & Shopping

I booked this tour for May 15th. Upon booking via phone, the viator agent confirmed with the travel company that they picked up from our hotel in Riviera Maya. We confirmed our pickup time directly with the tour company via phone in the early afternoon of May 14th, and the woman said they would be there at 7:45 AM on the 15th and confirmed the pickup location. Later that day, the tour guide reached out and said they would be there at 8:45 AM. There was an obvious discrepancy, so we called the company again at 7:00 AM ON the 15th. We asked the woman whether we should be in the lobby in 45 minutes or an hour and 45 minutes, and she said an hour and 45 minutes. We arrived in the lobby at 8:30 and waited 30 minutes for them to show up. Eventually, we called the tour operater and the woman said they came to the hotel and waited an hour. This is a complete lie, as we spoke with the bellhop and checked his list of no-shows for excursions. The woman was extremely combative on the phone and changed her story multiple times. At one point it was the wrong hotel and they waited an hour, then the right hotel but they said nobody of that name stayed there. Regardless, No one came to pick us up. There is a hotel with a similar name, but that one is in the hotel zone. We believe that they went there despite viator collecting the name and address of our hotel while and sending it to them. Here's where it begins to seem like a scam. At around 9:36, we recieved an email from viator saying that the tour guide was down in the lobby. This is not the case, as we had went back to our room by that time and it is protocol for them to call people's rooms when their tour is ready. This tour company is extremely dishonest and I do not recommend booking with them.