Dear guest,
Thanks for your review and for sharing your experience with us. We are glad to hear that your guides satisfied your curiosity and your thirst for knowledge.
As we have our guest’s interest and satisfaction at heart, always aiming to deliver the best possible service to our guests, we are truly puzzled to read your review and would love to clear up what we are sure to be a misunderstanding:
When booking through third parties, such as in your case through your hotel concierge, our guests do not benefit from talking directly with us, giving us the chance to understand their needs, customize their tours, recommend best solutions and talk about payment policies.
It is also important to make clear from our side that, differently than direct bookings through our website, for offline bookings like yours, we offer open tours only, meaning that our clients can decide their duration on the day of the tour by talking directly with their tour guide who will make sure to adapt the itinerary according to your interest and energy level.
This is the reason why these services follow an hourly rate and for this reason the exact amount to be charged is calculated at the end of each experience.
In no cases we charge any amount that has no been discussed and agreed with your guide on yìthe day of the tour.
As we do not hold any credit card information from you until the day of the service, in order to avoid any type of credit card frauds, we are required to adopt a deposit rule before the start of each tour.
From what we can see from your records, we have applied our standard procedure 2 times: on June 21st and June23rd your card was charged for an amount of 10 euros each, and the rest of the balance was charged by your guide at the end of the services.
We don't have any evidence of an over charge nor records of tour extensions, thus the total amount we have from your card is the full amount agreed with your guide.
With regard to your Colosseum tour on June 23rd, the Belvedere access of the Colosseum remained closed for all visitor.
The opening or closing of any areas is regulated by the Colosseum’s administration only, and can sometimes happen without sufficient notice, due to either weather conditions or any unforeseen circumstances.
However, on June 20th, as soon as we received the official note, your hotel concierge was informed by us about the imminent closing.
The additional cost was of course detracted from the remaining balance you were due at the end of your tour.
We feel truly and deeply sorry to hear your experience with us was not as expected, as we try our best to make each and everyone of our guests happy and satisfied.
As we do not hold your contact details, should you need further clarifications or if any of the information above was not properly delivered to you at the time of your offline booking, we invite you to contact our customer service team, who will be very happy to go over each transaction with you and clear any doubt you may still have.
Sincerely,
The Eyes of Rome Team
