コロッセオアリーナフロアガイドツアー、ローマフォーラム＆パラティヌスの丘

Estimada Sra. García Martín: Lamentamos que haya perdido su visita y entendemos su frustración. No obstante, queremos aclarar la situación. Su reserva es para una visita autoguiada con audioguía, no para un tour guiado en grupo con guía en vivo. Por eso no había un guía esperándola en la entrada. Sus billetes PDF con códigos QR y las instrucciones de la audioguía fueron enviados por correo electrónico y WhatsApp el 12 de septiembre de 2026. Con esos billetes podía ir directamente a la entrada del Coliseo. Su hora de entrada era a las 17:00, con ±15 minutos de flexibilidad. Nuestro personal estaba disponible para ayudarle en el punto de encuentro: Largo Gaetana Agnesi, 3 — nivel superior de la estación de metro Colosseo, entre Caffè Roma y el cartel SOS. Si estaba en la entrada del museo/grupos, ese no es nuestro punto de encuentro, lo que puede explicar por qué no nos encontró. Su billete también incluye el Foro Romano y la colina Palatina, que puede visitar dentro de las 24 horas anteriores o posteriores a su hora de entrada al Coliseo. Como los billetes ya fueron emitidos y enviados con antelación, y el servicio es autoguiado, no podemos aprobar automáticamente un reembolso por una entrada perdida. No obstante, queremos ayudarle: indíquenos si logró entrar al Coliseo y qué ocurrió exactamente en la entrada para revisar su caso con nuestro equipo. Quedamos a su disposición en discoverrometours@gmail.com. Atentamente, Discover Rome Tours

Thank you for your wonderful feedback, Lucia! We're delighted that Andrei's expertise and patience made your Colosseum tour so enjoyable, especially considering your husband's mobility needs. We truly appreciate your kind words and hope to welcome you back to Rome in the future.

Cher Anthony, Merci pour votre retour, et nous nous excusons sincèrement pour l'expérience que vous avez vécue avec notre représentant. Ce n'est pas le niveau de service que nous attendons ni que nous défendons. Nous sommes entièrement d'accord avec vous : il n'y a aucune excuse pour qu'un représentant soit difficile à identifier, distrait sur son téléphone, désinvolte et peu serviable. Le guide aurait dû être clairement identifiable avec un signe distinctif de notre agence, vous chercher activement et vous accompagner jusqu'à l'entrée du Colisée. Nous prenons cette affaire très au sérieux et allons enquêter auprès du guide concerné. Ce comportement ne reflète pas nos standards ni l'expérience que nous souhaitons offrir à nos clients. Nous sommes heureux d'apprendre que la visite du Colisée en elle-même a été géniale, mais nous comprenons que cela ait laissé une mauvaise impression. En guise de geste commercial, nous vous proposons un remboursement partiel de 20 %. Veuillez nous indiquer si vous acceptez, et nous le traiterons rapidement. Nous espérons que vous nous donnerez une autre chance à l'avenir de vous offrir le service que vous méritez. Cordialement, Discover Rome Tours

Hi Gary_G, Thanks for your feedback – we're glad you loved the Colosseum and Forum, but very sorry your experience didn't match what you booked. The "Colosseum Arena Floor Guided Tour" always includes a live guide. It sounds like something went wrong, and we sincerely apologize. Please message us via Viator with your booking reference so we can investigate and arrange appropriate compensation. We also appreciate your notes about the limited bathroom and long entry lines – we'll share that with our local partners to help future travelers. Thank you again, and we hope to offer you the seamless experience you deserved. Best regards, Discover Rome Tours team

Thank you, Sherry_B! We're so happy you felt the VIP experience was worth every penny. Scott from Pennsylvania will be thrilled to hear your kind words—he truly brings the history to life. So glad you walked away with memories for a lifetime. Hope to welcome you on another tour soon!

Gentile Giovanni, La ringraziamo per averci segnalato questo inconveniente. Ci scusiamo per il fatto che non riesce a trovare la sua prenotazione. Per consentirci di verificare la situazione in modo approfondito e risolvere il problema al più presto, La invitiamo a contattarci direttamente via email all'indirizzo: discoverrometours@gmail.com La preghiamo di fornirci più dettagli possibili, come il nome completo utilizzato per la prenotazione, la data del tour e l'eventuale numero di conferma. Non appena riceveremo la sua email, il nostro team darà la massima priorità al suo caso. La ringraziamo per la pazienza e per l'opportunità di risolvere la situazione. Cordiali saluti, Discover Rome Tours Team

Dear Yu_Z, Thank you for your feedback. I want to address each of your points honestly. 1. Arena Floor access (our mistake) You are correct — your booking was for the Colosseum Arena Floor tour, but we provided basic entry tickets without arena access. This was our error, and I sincerely apologize. We have already processed a refund for the price difference between the two ticket types. Please allow 3–5 business days for it to appear on your statement. 2. Audio app instructions We sent you the tickets and clear instructions on how to download the required audio app the day before your visit. The option you booked was for tickets + audio guide app. Unfortunately, you did not download the app in advance. Without Wi-Fi at the meeting point, the download was no longer possible — but this could have been avoided if the app had been downloaded beforehand as instructed. 3. Meeting point Our meeting point is clearly described, and we are proud that over 300 people meet us there daily without any issues. We do not believe the meeting point itself was the problem. Once again, we take full responsibility for the arena ticket error. However, the audio guide issue was clearly communicated in advance. Please email us at discoverrometours@gmail.com with your booking reference if you have not received your partial refund. Sincerely, Discover Rome Tours Team

Dear Louise, Thank you for bringing this to our attention, and please accept our sincerest apologies for the significant confusion and frustration you experienced before your tour. We understand why this felt like a "complete nightmare," and we are very sorry for the stress this caused. We are glad our onsite team could assist you and that you ultimately enjoyed the Arena Floor experience. To clarify for future guests, the Colosseum entry requires a specific, pre-booked time slot. The 24-hour flexible access applies only to the adjacent Roman Forum and Palatine Hill archaeological site, which can be visited the following day. We are sorry if this distinction was not as clear as it could have been in the communications you received. We truly appreciate you choosing to explore this history with us and hope to provide you with a seamless experience from start to finish in the future. Sincerely, Discover Rome Team

Dear Adam_S, Thank you for your feedback, and please accept our sincerest apologies for the significant inconvenience you experienced with your booking. We have looked into your case to understand what went wrong. A technical error in our booking management system incorrectly confirmed your preferred 3:00 PM entry time for the Arena Floor access. This was our error, and we take full responsibility for this mistake. The product you booked is a self-guided visit with app-based audio guide, which includes pre-reserved timed entry tickets for the Arena Floor, Colosseum, Roman Forum, and Palatine Hill. Upon realizing the system error, our on-site staff immediately offered you the next available entry slot at 5:00 PM to ensure you still received all the access you paid for. This later time slot requires starting at the Roman Forum to align with the Colosseum's entry time, but includes the exact same comprehensive self-guided experience. We deeply regret that the communication from our team during this stressful situation felt dismissive and impatient. Providing clear and patient support is our duty, especially when resolving errors that are our fault. We are addressing this internally with our staff. We are reviewing our booking procedures to prevent this technical issue from recurring. We understand why this disrupted your plans and thank you for bringing it to our attention. Sincerely, The Discover Rome Tours Management

Thank you for your feedback. We're sorry to hear the experience didn’t meet your expectations. While it's true that official Colosseum entry is less expensive, our Arena Floor Access Experience offers added value — including fast-track entry, access to the restricted arena floor, a downloadable audio guide app, and a detailed guide booklet to enhance your visit. We also want to clarify that while children under 18 enter free through the official site, our package includes additional services and charges a small fee of just €2 for children to cover those extras. We appreciate you taking the time to share your thoughts and hope you still had a great time exploring this incredible site.