Traveling with another couple, we were eager to have an in-depth tour of the Vatican. My husband and I had been there before, a few years ago, and had participated in a shorter (3 hr) tour. This time we wanted more. So we booked an "indepth 5-hr tour of the Vatican" with When in Rome Tours...it was one of their standard tours, so we expected it to be good. Other companies offered 3 hr tours, with the option to make it longer in 30-min increments, but we were worried that these guides might not have the in-depth knowledge that we (university professors) wanted. So we went with When in Rome Tours. Our guide was nice but she had a thick accent (from Columbia) and was quite difficult to understand. She seemed fairly knowledgeable, but when she concluded the tour at 11AM (after starting at 8:00 - early entry), we were surprised but chose not to say anything because (a) we had already exited the Vatican museum, so it seemed irrelevant at that point because you can't go backwards to spend more time, and (b) she had just received a call (toward the end of the tour) saying that a family member had been admitted to the hospital, and she was clearly (and justifiably) upset. We were disappointed that our tour was much shorter than we wanted (being that we did the shorter tour just 3 yrs ago), but we could not change it at that time.
We promptly emailed When in Rome tours (8:31AM July 2). They did not respond. I emailed again (July 3). And called once (July 4). Then we received a response (July 4, 9:52AM), stating:
"As soon as I saw your email last night I called the guide to request an explanation of what happened with your tour. She informed me that the tour finished at 12pm which means that the time that you spend with the guide was slightly over 4 hours. Normally with the extended tour the guide gives the group a break but as you didn't take a break during the tour, this would have shortened the time for the tour itself. She took you to the Pinacoteca and other rooms which are only covered on the Extended Vatican tour. Another factor which helped the tour to move along faster than it normally would is that you entered as soon as the museums opened which is 1 hour before the general public is admitted. This factor permits the early tours to move at a quicker pace as it is not necessary to wait for large crowds of people to pass by."
My response was stated as: "I am sorry, but this is not true. She concluded the tour at approximately 11:05. We purchased our elevator tickets to the top of the dome at 11:18 [I attached, to the email, an image of the time-stamped tickets purchased]. The tour felt extremely rushed. We did not take a break, nor were we offered one. We walked very quickly through all areas. To us, this is not a debate. We did not receive a 5 hr tour. It was a 3 hr tour, and the difference should be refunded."
They refunded the difference between the 3 hr and the 5 hr tour, although had it been my business, I would have compensated the client more ... because we did NOT receive the tour that was booked. Overall, this tour was the least impressive of our 15-day trip to Italy. Furthermore, had I not retained our time-stamped tickets to the top of the dome, we would have been out quite a bit of money. In the future, I will go with either Real Rome Tours or Mind the Guide - both provided excellent tours, with outstanding guides holding advanced degrees (eg MS, PhDs) in archeology, art history, etc. read more