Guide late, refund not proportional
Unfortunately, we cannot currently recommend going with The Tour Guy. We booked an early access Vatican Tour with them. It was the splurge of our vacation at almost $500 per person but as huge art history aficionados the opportunity to spend 90 minutes peacefully viewing the treasures of the Vatican Museum was a once in a lifetime treat. Our guide showed up late. There were conflicting reasons given as to why, but long story short, instead of being in the museum at 6:30 AM, by the time the guide got there, dealt with a paperwork problem resulting from the delay, etc we had missed 30% of our early access time. And, while the guide did her best, the remaining time was rushed. We were assured that the officer would be contacting us and “taking care of us”. We have asked for a 30% refund, which feels fair given the time loss. Instead, they are offering a 15% refund which is not proportional to the loss and a credit which we cannot use as we have left Rome. I sincerely hope to resolve this, but right now I cannot recommend this company.