St. Peter’s Basilica & Optional: Vatican Museums or Breakfast

Difficulty with tickets

We were unable to enter until we went to the vendor to pick up the tickets. They are not emailed to you. We were then redirected twice because the vendor had moved. We lost almost two hours attempting to track down the tickets. Also, the optional part means to go to the ticket booth on site, waiting in line, and purchase the optional parts.

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incorrect informaton

direction s to validate different in email from ticket both were wrong. I spent 45 minutes trying to find the correct place to validate.

via Viator

St Peter’s Basílica

Great to see the Basílica but we were under the impression for the cost of the tour that we would have a guide, the email sent us to the wrong ticket point. The Basílica is free so basically you got to jump the queue a bit, we did have a ticket to the dome which is great to see but expensive to see it with this tour

Response from the operator: Dear Customer, We are truly sorry to hear that the tour did not fully meet your expectations. We would like to clarify that the inclusions of the package are always clearly specified on our booking platforms. Depending on the package selected, these include: Accompanied Reserved Entrance to St. Peter’s Basilica St. Peter’s Basilica Audioguide App Michelangelo’s Pietà and the Papal Tombs Climb to St. Peter’s Dome with elevator ticket Ancient Rome Multimedia Video, available at our Touristation office in Piazza Ara Coeli, on any day and at any time 8for a value of 15€) Any additional options specifically selected at the time of booking. Please note that the package does not include a private or dedicated guide unless this option is specifically selected when booking. Regarding the meeting point, we sincerely apologize for the inconvenience. The meeting point was changed recently and, although we promptly informed all our partners and asked them to update the information provided to customers, unfortunately not all of them were able to align their communications immediately. We understand how confusing this may have been and sincerely regret any inconvenience caused. We hope to have the pleasure of welcoming you back to Rome and to have the opportunity to assist you better on your next visit. Kind regards, Touristation Customer Service

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Misleading Skip-the-Line Promotion and Extremely Inconvenient Ticket Redemption

The “skip the line” promotion is misleading because you still have to queue for the security check, along with hundreds of other visitors. Since the security queue is unavoidable, paying extra for the “skip the line” option feels useless—you are essentially paying more for little to no benefit. I also purchased the ticket online because I wanted to avoid inconvenience. However, after completing the payment, I was informed that I would only receive a voucher and still needed to find their representative to redeem it for the actual ticket. The map they provided showed the wrong location, and I had a very difficult time finding their representative. When I finally found them, I was only given the ticket for St. Peter’s Basilica. For the Sistine Chapel and Vatican Museums, I was told to go to another location to redeem the tickets. Instead of making the experience more convenient, the whole process made me tired, frustrated, and stressed. The ticketing and redemption process needs significant improvement, and the “skip the line” promotion should be explained more accurately so customers know exactly what they are paying for.

Response from the operator: Dear Customer, We are truly sorry to read that your experience did not meet your expectations and, in particular, that the ticket redemption process caused you frustration and inconvenience. We would like to clarify that the “skip the line” service refers to the reserved entrance procedure and does not exempt visitors from the mandatory security checks required at the entrance to the Vatican Museums and St. Peter’s Basilica. These security controls are imposed by the authorities and apply to all visitors, including those holding reserved or skip-the-line tickets. Unfortunately, the security queue cannot be bypassed and waiting times may vary depending on the number of visitors and the security procedures in place. Regarding the voucher redemption, we understand your frustration. The voucher is provided with the instructions necessary to collect the actual entrance tickets from our staff before proceeding to the attraction. We sincerely apologize if the information provided to you was unclear or if it resulted in difficulties locating our representative. We would also like to point out that the meeting point information was recently changed. Although we promptly informed all our partners and requested that they update the information provided to customers, unfortunately not all communications were immediately aligned. We regret that this resulted in additional difficulties for you. For packages including both St. Peter’s Basilica and the Vatican Museums and Sistine Chapel, the services may require different procedures and meeting points, which are indicated in the booking information and voucher. We are sorry if this distinction was not sufficiently clear in your case. We take your comments very seriously. Your feedback regarding the wording of the “skip the line” service and the ticket redemption procedure is particularly valuable, and we will share it with our team and partners to improve the clarity of the information provided and make the experience as smooth as possible for our customers. We sincerely regret that what should have been a pleasant visit to Rome instead became a stressful experience. We hope to have the opportunity to welcome you back to Rome and provide you with a much better experience next time. Kind regards, Touristation Customer Service

via Viator

amazing

excellent service from the stuff ! everyone was very kind and helpful

Response from the operator: Dear Customer, Thank you so much for your wonderful review! It’s incredibly important to the Touristation team that we provide a memorable and enjoyable tour experience, and your feedback truly means a lot to us. We look forward to welcoming you again soon! Best regards, Touristation Customer Service

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