Colosseum with Digital Audioguide and Arena Option

Dear Tara lee, First of all, we are genuinely sorry to hear how disappointed you were with your experience. We completely understand how frustrating it must have been to spend part of your visit trying to access the audio guide rather than simply enjoying one of Rome’s most extraordinary landmarks. Having carefully reviewed your reservation and the communications associated with your booking, however, we would like to clarify a few important points. The day before your visit, we sent you the instructions and personal login credentials required to access the digital audio guide through the POP GUIDE application. The audio guide does not operate through the QR codes displayed inside the Colosseum or through the QR code on the booking voucher; it is accessed by downloading the application and logging in with the username and password provided in our message. From the information subsequently shared with us, it appears that other QR codes were being scanned instead, which would explain why they appeared as invalid. After reviewing the case, we were unable to identify any technical malfunction with the credentials or audio-guide service provided for your reservation. We are particularly sorry to read that you felt there was no support available. Our representatives are positioned outside the Colosseum because this is where the official ticket handover and check-in must take place before guests enter the archaeological area. Detailed meeting-point instructions are provided in advance, and our staff remain available there to assist guests before entrance. We also take your comments regarding our customer service very seriously. We have reviewed the communications relating to this particular issue and unfortunately cannot find a message or call received from you while you were experiencing the difficulty with the audio guide. Had we been contacted at that moment, our team would have been very happy to guide you through the login procedure and assist in resolving the issue before or during your visit. Nevertheless, even though our review of the case did not identify a technical issue with the service or credentials we provided, we still offered you a partial refund as a gesture of goodwill. We did so because customer satisfaction is extremely important to us, and we wanted to acknowledge that, regardless of the cause of the difficulty, the experience did not meet your expectations. For this reason, we are particularly saddened to read that you felt our company was unwilling to help. Our team did take the time to investigate what happened, explain how the audio guide should have been accessed, and offer compensation despite not finding an issue originating from the service provided on our side. We are nevertheless genuinely sorry that the experience felt stressful and that you left with such a negative impression of our company. We never want a guest to feel unsupported, regardless of the circumstances, and we will take your feedback into consideration when reviewing how we can make the audio-guide instructions and meeting-point information even clearer for future visitors. We truly hope that, despite these difficulties, you were still able to enjoy the beauty and history of the Colosseum. Kind regards, Veronica