Dear 970jjv I am very sorry for what happened. The fact is that you never met our guide who was supposed to take your group to the dock and take care of all the reservation issues (speak with the assistant, boat driver, find the correct reservation etc) You went to ther dock ON YOUR OWN. The boat was reserved under the name Italian Vista Travel, as usual, but you showed a Viator voucher with your name which created some confusion to the boat company, who didn't find the reservation under those names. They spent some minutes checking the booking, but you didn't want to wait until the issue was solved, thus 10 minutes. You simply left the dock, maybe with some more minutes of patience, the misunderstanding would have been solved. AND If you had waited for our guide there wouldn't have been any issues, that's why we always provide a guide to assist our clients with these formalities and avoid this kind of misunderstandings.