Trevi Fountain with optional Underground Experience in Rome

Thank you for taking the time to share your experience. We’re sorry to hear that the audio guide wasn’t quite what you were hoping for. The experience is designed to let visitors discover the Trevi Fountain at their own pace while learning about its history, architecture, and interesting details along the way. We completely understand, however, that some guests may prefer the interaction and direction of a live guide. We also really appreciate your comment about not being sure where to start or stand. This is valuable feedback for us, and we’ll take it into consideration to make the experience and instructions clearer and easier to follow. We hope you still enjoyed the beauty and atmosphere of the Trevi Fountain during your visit!

Olá, Gostaríamos de esclarecer que a reserva efetuada por vocês era para a Fontana di Trevi, que está sempre acessível durante o seu horário de funcionamento. O local fechado ao qual vocês se referem é a área subterrânea (Underground) da Fontana di Trevi. Trata-se de uma experiência separada, com ingresso específico, que não foi adquirido e não estava incluído na reserva de vocês. Portanto, o acesso ao Underground não fazia parte do serviço reservado e pago.

Thank you from the bottom of our hearts for your wonderful words! We’re truly delighted that your visit to the Trevi Fountain was such a magical experience and, above all, that your daughter enjoyed the day so much. Knowing that we helped create a special memory for your family means a great deal to us. We hope to welcome you again in Rome soon! ❤️

Gentile Cliente, La ringraziamo di cuore per la splendida recensione. Essere raccomandati da Lei è per noi un grande traguardo e ci motiva a continuare a offrire un servizio clienti di altissima qualità. La ringraziamo sinceramente e siamo davvero felici che abbia apprezzato la Sua visita!

Dear Customer, Thank you so much for an awesome review. Getting recommended by you is a big achievement for us and it will keep us motivated to maintain our top-notch customer service. Much appreciated and we are very glad that you enjoyed your visit!

We are disappointed to read this review, as it does not accurately reflect the circumstances of your booking or the information provided to you. When you came to our office to collect your tickets, our staff clearly explained the experience you had booked and clarified that access to the underground area was not included in your reservation. We also offered you the opportunity to change your reservation to include the underground experience, but you declined because you did not wish to pay the additional cost. Therefore, you were fully informed before visiting the attraction that your tickets did not include underground access. Attempting to access an area that was not included in your reservation and subsequently holding our company responsible for being unable to enter is unfair and misleading. Our staff took the time to explain your booking, clarify your questions, and offer you an alternative option. For this reason, we are genuinely surprised by the claim that there was no one available to assist you or that the details of your reservation were unclear. We strongly encourage all guests to carefully review the description, inclusions, exclusions, and instructions associated with the experience they choose to book. Customers are responsible for understanding the product they select, particularly when the booking is made independently. We work hard to provide clear information and professional assistance to every guest, and we will always accept legitimate criticism when something goes wrong. However, we must also respond when a review presents a version of events that does not accurately reflect the service provided by our staff. We stand by the assistance and information provided in this case and regret that, despite our efforts to clarify your booking and offer an alternative, you chose to leave a review that unfairly damages the reputation of hardworking staff who made every reasonable effort to assist you.