We booked 2 paid tours in advance, to enter the Vatican Museums and the next day to the Colosseum, they did not quote 10:30 at an address where we found that it was a subcontracted company called Check and go. At the place they explained to us that the appointment should have been 11:15, since the visit begins at 11:30 at 100 meters. An extra 45 minutes waiting, when we pay for tours to avoid waiting in lines, is crazy. I called to complain about checking the start time of the tour we had booked the next day and Sandra, the person who handles the reservations, treated me very badly. When I told her I was going to write this comment on Trip Advisor, she threatened to cancel the tour. I already pay, which in high season means not being able to visit the most important place in Rome. After promising that he was not going to do it, he finally agreed not to cancel the tour.
I have done many Free Tours and paid tours in different cities and I have never met someone so unprofessional.
The people who were in the same situation as me were just as upset and all mistreated by this person.