I Love Rome : ホップ・オン・ホップ・オフ・オープン・バスツアー

Dear Customer, We are sorry to read your comment and that your experience did not meet expectations. Regarding the reported waiting time of over one hour, we kindly ask you to specify the exact day and time of your travel, as our operational checks do not show waiting times of this length on our service. With this information, we will be able to verify the situation in detail and investigate any possible issues. Regarding the heat, during the summer period temperatures in Rome can become extremely high, often exceeding 40°C. It is therefore important to consider the season when planning a visit and whether one is comfortable travelling and walking around the city under such conditions. Even with modern and comfortable transport, the intense summer heat remains unavoidable once visitors get off the bus and continue their sightseeing on foot. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, We are sorry to read that your experience did not meet your expectations. The stop near the Colosseum was part of our route until recently, but it was suddenly removed by the municipal authorities without prior notice and without any possibility of intervention on our part. This decision has had a significant operational and commercial impact, and we are also dissatisfied with this situation. Regarding the heat, during the summer period temperatures in Rome can be extremely high. Before purchasing, it is important to consider the season and whether one is comfortable travelling and walking around the city in such conditions. Unfortunately, regardless of the means of transport used, even the most comfortable and efficient vehicle cannot completely protect visitors from the intense summer heat when getting off and exploring the city on foot. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, We did not fully understand the meaning of your comment, as finding our stops is normally very straightforward. If you purchased your ticket from one of our street sellers, it was done close to one of our stops and you were provided with our brochure containing the complete route, all stops, and QR codes linking directly to the exact geolocation of each stop on Google Maps. If you purchased your ticket online, the map with all the stops is available on our website and during the booking process. If you purchased your ticket from a shop or reseller, the route map is also provided. Every day thousands of customers are able to locate and use our stops without any difficulty. If you experienced a specific issue, we would appreciate receiving more details so that we can understand what happened and improve our service. Kind regards, I Love Rome Hop On Hop Off City Tour

Cher Client, nous sommes désolés pour le désagrément rencontré pendant votre voyage. Il peut arriver qu’un bus tombe en panne : dans ce cas, nous ne pouvons évidemment pas être tenus responsables de cet incident. Dès qu’une situation de ce type se produit, un service de remplacement est immédiatement mis en place. Toutefois, comme pour toutes les grandes compagnies de transport, un court délai est nécessaire pour organiser et activer ce service alternatif. Concernant la durée des arrêts, cela ne constitue pas un problème récurrent. Nous recevons même souvent des retours opposés, à savoir que les arrêts seraient trop courts ou trop longs : la perception peut varier en fonction des horaires des bus et du planning de circulation. Dans tous les cas, tous nos chauffeurs s’arrêtent le temps nécessaire pour permettre aux passagers de monter et descendre en toute sécurité, avant de reprendre leur trajet. Cordialement, I Love Rome Hop On Hop Off City Tour

Dear Customer, If you contact us through our official channels, including the dedicated email openbus@graylinerome.it, you can submit a formal complaint directly to our team. This contact is clearly indicated on our brochure and is also provided by our ground staff. Please note that the service offered is an Open Bus experience, meaning a sightseeing bus with an open top. During periods of extreme heat, which are quite common in Rome, this type of experience may involve exposure to high temperatures and sun. We remain available through our official channels to properly review and address any concerns you may have. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, Thank you for your feedback. We are pleased to know that you had a positive experience with our Hop On Hop Off service and that everything went well with your trip booked through Booking.com. We hope to welcome you again in the future for another sightseeing experience in Rome. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, Thank you for sharing your feedback and we are sorry to hear that your experience did not meet expectations. We regret the difficulties you encountered in finding the pick-up point and the waiting time at Termini Station. As one of the main departure locations in a very busy city, queues can form during peak periods and seats may sometimes be limited on the first available buses. We also take note of your comments regarding the commentary content and music. The audio guide has recently been significantly updated with new information about Rome’s main attractions, although we understand that technical issues on individual buses may sometimes affect the experience. We are sorry that the overall experience felt frustrating and not in line with your expectations. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, Thank you for sharing your experience and for highlighting both the positive and negative aspects of your tour. We are sorry to hear that boarding at Termini was not as comfortable as expected. As one of the busiest stops on the route, especially during peak tourist periods, it can become crowded and require waiting for the next available bus. We are nevertheless pleased that you found the panoramic tour useful as an introduction to the city before exploring Rome in greater depth. Kind regards, I Love Rome Hop On Hop Off City Tour

Dear Customer, Thank you for sharing your feedback. We are sorry to hear about your disappointment. The “One Trip Around” ticket is specifically designed for customers who wish to enjoy a single panoramic tour of the city without getting on and off along the route. As the name suggests, it is valid for one complete journey around the circuit rather than for unlimited hop-on hop-off use. For guests who wish to get off at attractions and reboard later, we offer other ticket options at a higher price point that include full hop-on hop-off privileges. This distinction is explained in our brochures, informational materials, and in the ticket description itself. That said, if during the tour a customer realizes that a different ticket would better suit their needs, it is possible to purchase an upgrade on site and convert the ticket into a hop-on hop-off option. We are sorry if this was not clear during your purchase and regret any frustration caused by the misunderstanding. Kind regards, I Love Rome Hop On Hop Off City Tour