Our original booking was changed (at our request) 6 days before our visit but we continued to receive details relating to the original booking and last-minute updates.
We also received texted messages about our revised booking except important details relating to how, when and where to exchange of voucher for entry tickets).This meant a wasted journey to the office of the tour opperators where we found the office closed and people unavailable to take any telephone calls.
Ours was a totally dissatisifyng experience.
事業者からの返答
Dear Guest,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations, and we would like to clarify a few points regarding your comments.
Our office is normally open from **7:30 AM to 6:30 PM**, and on some days we open as early as **6:30 AM**. We are therefore sorry to hear that you found the office closed when you arrived, and we will look into what may have happened on that occasion.
We also sincerely apologize for any confusion caused by the communications you received after your booking was changed. We will review the matter internally to understand why information relating to the original booking continued to be sent and how we can prevent similar situations in the future.
Regarding the voucher exchange, the instructions on **where and how to redeem the voucher for the actual entry tickets are provided on the booking voucher and on the platform where the reservation is made**. Nevertheless, we understand that these details must be as clear as possible, particularly when a booking has been modified, and we will review our communications with this in mind.
Finally, we are aware that during particularly busy periods we are not always able to answer every telephone call promptly. We are currently **hiring additional staff to improve our telephone assistance**, and we sincerely apologize for the difficulty you experienced in reaching us.
We appreciate your feedback, as it helps us identify areas where our service and communication can be improved.
Kind regards,
Gyash Tours
N
Nathalie_M
July 31, 2026 · via Viator
Castel Sant'Angelo skip-the-line
We had to go pick up our tickets at an agency. I think it would be better to send QR codes.
Otherwise, a very beautiful site to see. Not too crowded. So, you might as well buy the ticket at the entrance.
事業者からの返答
Français (lingua originale della recensione)
Merci d'avoir partagé votre expérience et d'avoir apprécié votre visite au Château Saint-Ange.
Nous sommes désolés que le retrait des billets dans notre agence vous ait semblé peu pratique. Nous avons choisi cette procédure car, étant présents sur place, nous pouvons offrir une assistance directe et informer rapidement nos visiteurs de tout changement opérationnel, comme une modification du point d'entrée ou d'autres procédures d'accès qui ne sont souvent pas connues des touristes et qui peuvent leur causer des désagréments. Notre objectif est de rendre le début de votre visite aussi simple et agréable que possible.
Nous vous remercions encore pour votre retour, qui nous aide à améliorer continuellement la qualité de notre service.
Cordialement,
Gyash Tours
E
Eileen_S
July 18, 2026 · via Viator
Nice castle
Be prepared to climb a lot of steps, but it's a beautiful view from the top so worth it. Lots of translated historical references.
事業者からの返答
Thank you very much for sharing your experience!
We are delighted that your visit to Castel Sant’Angelo left you with such a positive memory. We hope to have the pleasure of welcoming you back to Rome to discover even more of the city's wonders.
Kind regards,
Gyash Tours
E
Ericka_W
May 23, 2026 · via Viator
Poor communication
Poor communication and bad directions. Meeting point was pretty far away from colosseum. Called company and no one was able to help me locate meeting point. 10 minutes after tour started they left us and just handed us tickets and told us to run.
事業者からの返答
Dear Customer,
Thank you for your feedback. We are sorry to read that your experience did not meet your expectations.
However, we would like to kindly clarify that the service purchased with us was not a guided tour, but admission tickets for Castel Sant’Angelo. For this product, the service includes ticket delivery and access to the site, not a guided visit or continuous assistance during the activity.
We are also sorry for the confusion regarding the meeting point. Our instructions are provided in advance to help customers collect their tickets correctly, but we understand that, especially in a busy city like Rome, finding the meeting point can sometimes be stressful.
Regarding the reference to the Colosseum, we believe there may have been a misunderstanding, as this review appears to refer to a different location or activity.
We remain available for any clarification and will take your comments into consideration to improve the clarity of our communication.
Kind regards,
Gyash Tours
I
IrishPotatoKing
May 5, 2026 · via Tripadvisor
Good Castel, annoying ticket process
Great view and interesting museum. However the process to get a ticket is very annoying. You have to go to a shop 10min away to get a paper ticket and then walk back to the castel. Every other activity in Rome the ticket was just emailed to us.
事業者からの返答
Dear Guest,
thank you for sharing your feedback.
We are happy to hear that you enjoyed the view and the museum. We understand that collecting the paper ticket before going to Castel Sant’Angelo may feel less convenient than receiving a ticket by email.
However, this procedure was introduced because many guests previously had difficulties finding the correct entrance or got lost around Rome before the visit. By asking guests to collect the ticket at our office in Vicolo del Farinone 23, we can provide the correct information, directions, and assistance before they reach the site, helping them avoid confusion and delays.
We appreciate your feedback and will continue working to make the process as smooth and clear as possible for future guests.
Kind regards,
Gyash Tours
T
Thomas_R
April 19, 2026 · via Viator
Hadrian Tomb
Fascinating location with great views and a wonderful history. One of Rome's little secrets righ in the open.
S
Sarah_S
March 31, 2026 · via Viator
Amazing Experience at the Castel!
Castel Sant'Angelo was an amazing experience. The views across Rome, the Vatican are superb. I am physically disabled and would have struggled to see the best sights on this tour, but Gyash Tours were amazing. The ticket office was far from the castel, but they sent these to me, to save me missing out. Also the staff inside are very helpful, and I was allowed to the top level in an elevator. Thanks so much everyone that assisted me and my family today.xx
B
blessingm499
March 10, 2026 · via Tripadvisor
Vatican
Rocco is the best, got us to in real fast and very friendly. Highly recommend
J
Junaidrauf
February 13, 2026 · via Tripadvisor
A must do if in rome
Hardeep guided us to take this tour and he was an awesome person. Extremely helpful and friendly
事業者からの返答
Thank you for sharing your experience with us.
We are truly delighted to know that our service met your expectations.
If you wish, you can continue to follow us at www.gyashtours.com
, where you will find new experiences and destinations to explore. We would be pleased to assist you again on your next visit to Rome, as well as your friends’ or family members’ trips, whether booking directly through our website or via platforms such as Viator or GetYourGuide.
Stay connected for more updates and upcoming experiences.
Warm regards,
Gyash Tours Staff
R
Renee_M
December 14, 2025 · via Viator
Renee
The Castel itself is amazing. DO NOT book with this operator. We never got our tickets emailed to us. We contacted the operator and got no response. The Viator chat agemt was able to help us
1人が参考になったと回答
事業者からの返答
Dear customer,
thank you for taking the time to share your experience.
With regard to ticket delivery, all communication to guests is sent to the e-mail addresses provided directly by the booking platforms (such as Viator, GetYourGuide and similar). For each booking, where applicable, we use the e-mail address transmitted to us by the system to send the ticket and the relevant instructions; unfortunately, we do not have the technical possibility to check individually whether every message is successfully delivered or whether it ends up, for example, in the spam folder.
We will report this type of issue to the platforms where our services are listed, so that we can work together on possible solutions to reduce the risk of important information not reaching guests.
As for refunds or any financial requests, these are handled directly by the portal through which the reservation was made (for example Viator). Our role is to reconstruct the booking and provide the platform with all the necessary information whenever a customer submits a claim.
If you wish, you can contact us for any further clarification.
Kind regards,
Gyash srls
