Sales Gimmick

I paid around $60 for airport transfers in the Dominican Republic. When we arrived in DR, we were taken to our resort without a problem, but were given an envelope with tour info inside, and were told that we would have to meet a Viator rep the next morning at the time on the envelope to arrange a time for our departure transfer. I didn't understand why they couldn't just tell us when a shuttle would come pick us up for the airport on our last day. Why do we have to meet a rep?
The next morning, we rushed to the lobby desk to meet the rep. We went a little early because otherwise we would miss breakfast, since the resort only serves meals at certain time frames. The rep was not available. We told the guy at the Viator desk to just have him call us with the departure shuttle time. He said we can't do that. We complained that we can't spend our vacation waiting to meet this person to tell us what time we would leave on the day we were leaving. We knew then that it was going to be a sales pitch, so we refused to meet him. That's not what I paid for, and I'm not wasting my vacation on that.
After enjoying our day and staying out late that night, around 8am the next morning Viator calls our hotel room and wakes us up to tell us the departure time would be 10am on the day we leave and we should wait in the lobby for the shuttle. My flight is at 3pm, why would you pick me up at 10 to go to the airport??
The day we left, we went to the lobby and called Viator for a shuttle at noon. They agreed to pick us up which took about a 30 minute wait. Then, we went to 2 other resorts picking up other people. I was so worried we'd miss our flight because it was taking forever. I should have just called a cab. It would have been more convenient and probably cheaper.