Our experience with Ticket Online for our Pena Palace tickets was incredibly stressful and disappointing. The instructions in the Viator booking stated that we needed to go to the meeting point to redeem our tickets. We were fortunate to arrive an hour early, because there was no in-person redemption point as described on our ticket invoice. I sent multiple messages through the app and received no response for nearly 40 minutes. I also tried calling the listed contact numbers twice—one routed me to New York and another to Italy—but I was still unable to reach anyone. During this time, we had no idea whether our tickets were valid or if we had been scammed. Thankfully, a Viator customer service representative named Mark stepped in and quickly helped resolve the situation. While I was speaking with him, I suddenly received a WhatsApp message from someone named "Queen" with our tickets attached. There had been no prior communication from the activity operator, and receiving tickets this way after such a long period of silence felt extremely unprofessional and raised serious concerns about the legitimacy of the operation. The lack of communication, inaccurate redemption instructions, and last-minute delivery of the tickets caused unnecessary stress and nearly ruined our visit. Had Viator not intervened, I was fully prepared to dispute the charge with my credit card company. I appreciate Viator's excellent customer service and especially Mark's prompt assistance, but I cannot recommend Ticket Online. Save yourself the anxiety and book with a different operator.
Hi Katarina, Thank you for taking the time to share your feedback. We'd just like to clarify that there was no need to arrive at the meeting point one hour before your booked entry time. Our instructions are designed to help guests avoid unnecessary waiting or stress. As outlined, we have a designated meeting point where our host welcomes guests, provides a brief introduction, and hands over the tickets. Since you were not at the designated meeting point, our team adapted the process and sent your tickets via WhatsApp to ensure you could still access the monument without issue. We always value customer feedback, and we also appreciate when reviews accurately reflect the service provided. In this case, the service promised was delivered, and our team did their best to accommodate the situation. We wish you all the best in your future travels.
