Colisée, Colline Palatine et Forum Romain avec Audio Guide App

Booked colossseum, with arena access and audio guide app. A few hours before due to meet. I received a what's app message telling me to download app. My entry time has been changed and to attend with earphones. We did not have earphones so had to try and buy some before we went. These cost us £50 for 2 pairs from phone shop. 😡. We expected to be provided with these, like we have been on the past when booking other tours. Got to the colossseum and was refused entry to the arena. We were told we hadn't booked for them. My email confirmation states I did but couldn't access arena. This trip was £90.. Not cheap but will not be using Viator again.. A day that was meant to be enjoyed was expensive and spoilt for what we got.

Terrible service! Paid extra to book with this company at 9:30AM to avoid extreme temperatures around mid-day. Ordered a ticket with access to the arena and did not get it, instead was provided a significantly cheaper ticket at a much later time during the heat of the day. Was not able to go where I paid for and was burning up all because this “small business” is incompetent and was too lazy to get the time I paid for before they sold out. Do not book with them! They will promise one thing, bait and switch you, then be incredibly difficult to resolve with Viator. I have to rethink using Viator in the future after dealing with this poor business partnership.

The service did not help us with the location or accompaniment, they changed the schedule notifying us the night before. A refund is requested, I continue to wait.

SCAM Shocking experience. Booked from UK before leaving for Rome for 11am. The morning of our booking, we woke to receive an email to say 11am now fully booked & changed to 3pm. Emailed & telephoned their team multiple times but no response. We turned up at the meeting point at 11am & 3pm, but no one there. We asked other tours at the same meeting point & they said Bay Routes have rarely been there for months. Don't let this scam company ruin your trip too. Book elsewhere & avoid viator too. But don't take my word for it, read the reviews.....

TIME POINTS WERE RESCHEDULED BY THE ORGANIZER! TICKET WAS NOT RELEASED FOR THE COLOSSEUM FLOOR AS STATED IN THE DESCRIPTION. We were summoned to a specific point to receive the tickets there. No one was there; the tickets then arrived by email. The sights were good. The organization was poor.

They cancel or modify without notice for cheaper plans and do not refund the money or the difference. They do not resolve issues and end up charging for things that one did not reserve.

The ticket was sold in error as the tour company had to cancel. They messaged me but I would have to go into the messages via the app to see it and missed the messages. Unfortunately Viator was still sending me emails up until 2 hours before which stated the tour was going ahead. Because Viator and the third company tour provider did not seem to be across each others information, we showed up for the tour and were very stressed out and unable to find it until I decided to download the app and then I saw the message from the tour company. The tour company and Viator were both very helpful and prompt at providing a refund which was appreciated but it was overall disappointing and poorly managed between providers. Would likely not book through Viator again.

It doesn't matter what you have reserved and paid for, they give you what they have. We had a reservation at 9:30 and took this reservation because it included access to the sand, but they gave us a ticket for 11:30 and a regular entry without access to the sand, despite having been purchased and paid for. On top of that, we called to complain and they threatened to report us.

Awful experience with the agency. I booked the service for the Roman Forum + Palatine + Colosseum with arena. Additionally, I selected the option for entry to the Colosseum and arena at 9:30. Today they sent me the ticket to enter the Colosseum at 16:45 (this was not what I contracted). The man who sent me the ticket via WhatsApp was rude, he shouted at me and told me to give him half an hour to resolve my problem. He never resolved it. On another note, I sent 8 emails to modify my ticket and be able to enter the arena, since I paid for it. They never gave me a solution, they don't even respond to messages!!!! Honestly, at the very least, I expect a refund for the bad day I had at the agency.

I do not recommend booking through Viator. I specifically booked a more expensive “full experience” tour because it included Arena access, but in the end they only sent us regular tickets. Their only explanation was that someone on their staff made a mistake. That’s simply not acceptable. What makes it even worse is that, even if your Viator booking confirmation says certain features are included, you don’t receive the official tickets until the day of the visit. By then, it’s too late to do anything if the tickets don’t match what you paid for. On top of that, my reservation was originally for 10:30 AM, but less than an hour before the scheduled time, while we were already on our way to the Colosseum with a small child, they changed it to 2:45 PM. Completely unacceptable. It feels like they can make changes whenever they want, and there is no clear way to report or challenge these practices. The poor customer service and lack of accountability were extremely disappointing. I’m leaving this review so others can think twice before booking. Make sure you understand that what appears on your Viator reservation may not be what you actually receive on the day of your visit.