"Misunderstanding with the booking": You booked our Ancient Rome Tour for €45 - which covers the Colosseum, Roman Forum and Palatine Hill. As we had our Ancient Rome & Colosseum Underground Tour - which covers the same sites but also goes to the VIP sections of the Colosseum - at the same time, and as the tour was not full, we decided to upgrade you to the Underground Tour (normal price €89) at no extra charge. We did not tell you about the upgrade, as you had booked only at the last minute, the night before the tour.
As it happened, unfortunately, the underground had to be closed at the last minute due to bad weather. Our coordinator informed the group of this, and that those who had actually booked the underground tour could change to the following day if they wished. However, we would be going ahead with the regular Ancient Rome tour, which you booked, as it was not affected by the weather.
This was very clearly explained to you, and you did understand, as is evidenced by your offer to pay the difference in price and come back the following day. However, we were unable to do this, as we had already paid for the tickets for the Ancient Rome tour that day.
You were informed that the tour you booked was going ahead, and if you did not follow the group you would not be able to change the tour date or receive a refund. We simply cannot have people cancelling their tours at the point where the tour is about to begin, we would go out of business very quickly if we allowed people to do that. We have reserved times at the Colosseum, which costs us money, as well as a guide booked for a half-day and entrance tickets prepaid.
You did not allow the manager to speak on the phone, you screamed down the phone to her. We do not give in to bullying, and if you want to try to give us a bad name because we did not give in to your threat of a bad review then that is your choice. You were well informed that the tour you booked was going ahead, but once you heard about the underground version of the tour you decided that you wanted that, and you believed that if you bullied us we would allow you to come back for the underground tour the following day.
The title of this review is very offensive to us, as is the content. We are extremely committed to looking after our customers, and you will see that we have never before received a review with this sentiment. We go the extra mile for our customers, but we do expect our customers to be reasonable with us. It was not reasonable to expect us to incur all the costs of a tour and then not go ahead, simply because at the last minute you decide you would like to book a different tour instead.
We hope that people reading this review will refer to the numbers of excellent and very good reviews, and even read the handful of negative reviews, to decide if we are in fact a company who only wants to take your money (all €45 of it!!) or if this was just a customer who thought she could bully us but did not succeed.
我们的罗马一日游真的是超级棒！ 安德烈斯是我们的导游，他人非常的好，也很博学！ 我们在罗马的各个景点穿梭，有时还会乘坐地铁（这样比较快！）。 我发誓，我们还会再回来深入了解罗马的！ 还有，我在罗马办公室与玛丽娜（通过电子邮件）的联络真的是太棒了。当我们有困难的时候， 她总是能快速地回复，及时地帮助我们。 她还提前一天发电子邮件和短信给我们！真的是 非常非常感谢！！！