Thank you for taking the time to provide feedback about your recent Vatican Museums Hidden Gems tour. We are sorry to hear that your experience did not meet your expectations, and we would like to address your concerns.
First and foremost, we appreciate your honesty as it helps us to improve our services and offer better experiences to our future clients. We have taken the time to investigate the issues you mentioned, and we would like to share some insights with you.
Regarding the hidden gems, we can confirm that our guide took you to the Cabinet of Masks and the Room of the Animals, which are exclusive areas reserved only for a few tour operators in the world. We apologize if you did not feel that these were unique experiences.
Regarding the lines, we would like to clarify that our tour includes skip-the-line tickets for the Vatican Museums and the Sistine Chapel. However, we cannot control the mandatory security line, which is necessary for all visitors, including those with skip-the-line tickets. Additionally, during the high season and Easter period, the number of visitors to the Vatican Museums can be exceptionally high, leading to longer wait times. We understand that you did not feel that your skip-the-line tickets were useful for the security check line.
Regarding St. Peter's Dome, we regret that we could not provide you with the tour due to an unexpectedly long queue. As a place of worship and a free admission site, we cannot purchase skip-the-line tickets in advance. Our guide informed you of the queue and asked if you wished to wait in line, but you declined. We apologize for any inconvenience this may have caused.
We value your feedback and appreciate your consideration of our services in the future. We would be delighted to offer you special treatment on your next visit to make up for any shortcomings you experienced on your previous tour.
Thank you again for choosing Eyes of Rome for your Vatican Museums tour.
Eyes of Rome Customer Care Team