27 Apr 2024
Where do I begin on this horrendous tour. Wish I could give this tour 0 stars. It started when I was receiving transport through my cruise terminal to the Coliseum. I received a call stating that viator had to change or cancel my Coliseum tour because there was no name on the ticket. However, I don't understand how my funds were processed without a name on the ticket. The ticket process should have not gone through without my name. With Viator knowing how important your name is on a ticket. My tour was scheduled for 12 but the help desk reached out and said they could reschedule my tour time for 10:30 which actually worked out since I was near the Coliseum anyway. Upon arrival we were able to locate our guide. She asked for our name and to no surprise could not find our name. She then proceeds to have an ah ha moment and pulls out her phone and says you are our "special circumstance ". She then asks me for my phone number and texts me 2 tickets. I open the tickets and it's clearly not my ticket. The ticket was for TWO MEN who were of Asian decent (given the last names) who's names were not even remotely close to my WIFE and I's name. Nor was the ticket even in english. I state to the guide that she sent the wrong ticket she goes I know. She said," if you want access you have to use these tickets, there's going to be 3 security checkpoints where they are going to check your passports and match the name to the ticket... if they question you just keep walking and if they kick you out then you won't be able to see the Coliseum. So let me clarify you want me to act like someone else, use their tickets (which they are going to be upset because they might show up too) and you want me to bypass 3 stages of security. I say, what if we don't make it?" She states, " well maybe we can work out a refund" Ultimately, our day was ruined we couldn't even enjoy the day from an anxiety driven tour. We would have liked to upgrade and see underneath the Coliseum but we couldn't even do that because the ticket wasn't ours. It's disappointing because it's already hard enough travel across the world and you want a company like Viator to ease at least one part of your trip. A once in a lifetime opportunity missed and I apologize to the 2 guys Viator scammed out of a ticket.