I recently spent 7 days in Rome from Sept. 17 through Sept. 24. During this time I had booked two tours through Appian Lines. The first a Papal Audience on September 19th. I was told that we would be picked up at Atlante Star Hotel at 6:35 am. We waited and waited....no bus to pick us up. The Concierge informed me usually that your driver's come in to him if there is nobody outside, on this occasion nobody came in before 6:35 am
Finally the Concierge at the Hotel called the lines and they said that there was nobody waiting for the pick-up. Your office arranged for us to Walk to the Mozaic Art store near the Vatican, and we met with a tour person who gave us tickets and then walked us through the lines. This entire tour package was a waste of my money, since we were not picked up at all. And I found out that we could have got the tickets from the Swiss Guard, and not PAID one Euro!!!
The second tour I had purchased was the Bay of Naples and Capri. This was a waste of an entire DAY, nowhere in your tour information did it say that it was a 3 hour bus ride to Naples! Or that we would only see the dock at Naples where we picked up the boat to Capri. The tour guide on the boat told us all, that when disembarking at Capri to wait at the "ZERO" that was marked on the dock. A total of eight of us were waiting there for 10 minutes.....no tour guide, and none of the other approximately 30-35 tourists. Finally the guide comes trotting over to us from the end of the dock, saying "where were you, everybody is waiting on the bus" (The eight of us in question were towards the front of the boat and had to wait to disembark). He then starts running towards the bus, giving no thought to the couple of 'older' tourists who could not run. And the bus does not even have enough seats for the entire group to be comfortable.
We ascend to Anacapri, and take the chair lift to the top so that we can "take ten minutes" to take photos and then return down the lift to the town for a "quick one hour lunch". The tour guide is NOT taking any notice of the tourists, he seems to be much more occupied in social time with his own friends in the restuarant. Then we take the Blue Grotto tour, an unbelievable 50 Euros!!!! Back to the dock and onto the boat for the return to Naples.
Once in Naples, the parking lot where the busses were was closed off to vehicles by large concrete blocks that we had to CLIMB over! Some of us had bruises and scrapes from the climbing over them. Then the bus takes nearly 6 HOURS to get back to Rome due to heavy traffic.
I sincerely hope that in good faith you would refund some if not all of the monies I paid for these two tours, $293.50 for the Capri tour and $82.42 for the Papal Audience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 18, 2012
I am sorry that you found it necessary to write. The pick up from the hotels for Expedia Clients should be communicated by customers at least 24 hours before the departure by calling our office, as per the instructions on the Expedia voucher. Furthermore, on the day in question there were other clients listed at the hotel Atlante Star for the same tour and our assistant is easy recognizable by the Appian Line badge. Our clerk suggested to join the group directly at the Vatican in order not to have to cancel the tour. The tickets are issued by the “Casa Pontificia” of the Vatican City and It is not possible that a Swiss Guard can issue tickets to members of the general public .
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Capri is an Island situated in the bay of Naples, in the Campania Region, at around 220 km from Rome and we presume that clients already have a general idea of the positions of the main places to be visited and distances involved . Probably at the Capri harbor there was a misunderstanding with the guide most members of the group were waiting in the correct place. The visit of the Blue Grotto costs € 25 per person and its includes the transportation by boat and the entrance fees. It is paid directly on the spot because sometimes the Grotto cannot be visited due to bad weather conditions. We cannot imagine why you had to climb over a large concrete block at the bus parking area because there is a pedestrian access, we will, however, investigate with the tour assistant.
I hope you will find our response satisfactory but as far as Appian Line is concerned the tour ran regularly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.