Dear Ms France
Thank you for your review. Regarding your comments, we would like to point out the following:
We apologise that the guide did not meet your expectations, we could never have imagined that such an experienced guide, could make such mistakes.
-As you can see from TripAdvisor, the above is an isolated incident. Our agency enjoys excellent reviews for its services and was awarded a certificate of excellence during 2018. Nevertheless, we apologise for the incident.
-The car was an 8 seater Mono DeLuxe + driver, had it been a 7 seater, the guide would not have been able to board with you. It was available for pick up and drop off at the port of Civitavecchia and for transfer from site to site as specified on the website. For safety reasons, no personal items could be left in the car.
-Unfortunately, on combined tours, for reasons of time, lunch is a set menu, a first course, a second course and a side dish, water. We also took care of the drinks you consumed extra, which were not included. The restaurant is a typical Roman eatery and usually no one complains but we will take note of it anyway.
- We had had a conversation via whatsapp messages at the time of booking, in which we warned you that the Colosseum skip-the-line entrance tickets had run out and that you could buy them on the day of the tour by standing in line, you agreed.
Unfortunately, due to the large influx of visitors that morning, there were no more available, but we still managed to buy tickets for the Forum and Palatine. You write, that some of you needed shade, unfortunately the Roman Forum is outdoors.
For the entrance to the Vatican Museums, you were informed that you would enter as a group but with a personal guide inside and you accepted. The one you call 'Broker' is the same colleague of ours who gave you the money back at the restaurant for the extras and she was the one who had the entrance tickets, in fact, that morning we had several groups entering at the same time and she was there to co-ordinate the entries. The tickets were absolutely in order, subject to very strict controls by means of barcode scanners. For this inconvenience, we offered you, at the time of booking, an overview of the most beautiful squares and fountains in Rome by car, even if you then decided to only see the Trevi Fountain because you were too tired.
-We will still make a partial refund for these reasons.
We hope to have the opportunity, in the future, to prove to you that our tours remain among the most popular with customers in the city of Rome.
Carlo