Sunway Lagoon Admission Ticket with Pickup from Hotel

This is the worse experience we ever had with Viator and the admission ticket that was organised by the local travel company Itours and Travel I rang the local company the night before to confirm the pick up time and was advised at 9.30am. The next morning, we had a call from the transport driver at 9.15am advising that he is already waiting at the lobby. We went downstairs and saw no one, asked the concierge, nothing, it wasnt until 9.45am we realised that the driver was waiting in the car, with his phone, rather than greeting us in the lobby. The trip to Sunway took about 30-40 mins which we knew. When we got there, the driver advised to wait in the car while he is going to get the ticket, 20 mins passed, as the queue by this time is very long, the driver came back advising that he couldnt get the entrance ticket as the ticket counter stated the voucher we received from the tour company had not been paid?!? The driver then rang the tour company and had an argument on the phone, as one said the opposite of the other. The driver then stated he had to pick someone else and for us to get off and fixed it ourselves. We then queued for 40 mins, got to the counter and advised the same, that the voucher had not been paid, the counter guy was kind enough to lend us a phone to call the tour company. The guy we spoke on the phone wasnt helpful at all, kept on saying that he already fixed it and to let him know what counter number we were on? lots of back and forth, and finally the ticket manager of the park came out and sort everything out for us, no thanks to the local tour company Overall we wasted almost 2 hours sorting this out, by the time we entered the park, it was almost midday, the queue to all the rides already building up and the park was very busy. The theme park was great though, the kids loved it, and the water park was our favourite. We missed going to the Nickelodeon Park as it was raining heavily at about 4pm and was advised previously that we need to meet the driver at 5pm so we ended up going to the Sunway Pyramid We will go back to the park, however, definitely not booking the admission ticket through this operator.

In 1 day ticket it is difficult to cover all the major rides. However I suggest, that tour operator should send the soft-copy of the map to the tourist so that they can plan in advance. Tour was good enjoyment for adults and kids.