Dear Steven, first of all I apologize for the problem occurred during your tour at the Vatican.
1. During the last days was very hot in Rome and I am sure you can give us the fault. The Vatican Museums hosts an average amount of people of 25.000 at the same time, and if the Vatican museums have not air conditioning maybe you should complain to the City State of Vatican.
2. As you noticed your ticket (that I showed you) said entrance at 8:00 and that means entrance at 8:00 skip the line (tickets were bought following the normal Vatican official office). That day for security reasons (large amount of people) they didn’t let people go inside at 8:00 but at 8:30. You had to wait outside because of security reason and this is why your professional tour guide (with official license issued by the Vatican after regular exams) started to give you explanations outside while you were waiting to go inside, so you didn’t waste your time waiting.The book is used to explain the Sistine Chapel because inside nobody can speak being a holy place, so all the explanations are made outside with the help of a book to show you the pictures of the paintings.
3. The price you paid includes pick up and drop off from/to your hotel, private guide (2 hours), and skip the line tickets. Because you waited 30 minutes (not for our fault) you stayed more time inside and had the possibility to visit Raphael’s rooms which usually are not included: you had more then 3 hours inside with the guide instead of 2. The four hours of the tour are from the pick up to the drop off. You were picked up at 7:30 and dropped off after noon (over 4 hours);
4. The procedure for the ship the line tickets is to buy them in advance through the official site and then go inside at the time shown and change the voucher into the small tickets. This is a normal procedure and this is what we did with you. August is a high season and maybe the Vatican should organize better to avoid lines in doing this procedure, in any case 20 minutes looks too much for us;
5. All our guides are licensed guides and must pass an exam in Italian and in English to get the license one for Italy and one for the Vatican (two different states). You said he wasn’t good why did you tip him? And also why you didn’t tell me these problems when we met? That would be much better to explain it in person.
Again we can only apologize but I am sure you will understand that we can’t go over the Vatican procedures and rules and we can predict the amount of people present that day at that time.
Best regards,
Rossana