Italy Pass Tours

SCAM SCAM SCAM. We purchased tickets to SKIP THE LINE to enter the Santa Maria di Fiore Cathedral in Florence. The description when purchasing the tickets clearly said the purchase was to skip the line. When we showed up for our tour this was the series of events: - Showed up at 11:15am for our 11:20 tour. - We were given the wrong audio guide and had to ask for our proper language - Our tour guide finally “began” way past 11:20, probably closer to noon. - Our first stop was… MAKING THE HOUR LONG LINE to enter the Cathedral. - Added note, we spent 20 minutes in the wrong line, as a group, because the tour guide led us to the wrong line. -Our entire group (not people we knew) was mad at the flagrant scam. The tour guide said she was only the guide, not the company. - We went and gave back our audio guide to the lady who received us and she was opposed to admitting it was a scam and placed the blame on us. We simply walked away. I’ll be looking to visit the Cathedral at some other time, and wish not to associate my time in Florence with such a detrimental experience. This is a flagrant scam and someone is clearly profiting with no remorse.

ZERO STARS We didn’t use them because of the reviews. However they all walked right in front of the MASSIVE queue and said the woman guide with blonde hair, black shirt and black pants and white shoes said they were all allowed to go wherever they wanted, cutting off dozens of people along the way. It was only after several people told her we had been lined up since 9:15 and their group arrived closer to 9:45 that she begrudgingly “allowed” us to keep our spot where we had been. She kept saying over and over “but this is my group”. Lady, we don’t care if it is your tour group, we have been waiting like civilized visitors and you blew up all the rules. zero stars, do not use, go with an honest and reputable group

I had a really positive experience with Italy tours and largely that was due to our tour guide for Accademia and Uffizi who was Alex both times. She was extremely knowledgeable and made the tour fun. You can tell the passion she has for renaissance art and gave fabulous explanations of how this related to the Medici family. The tour was brilliant, was on time for both and my sister and I loved our time in Firenze thanks to Italy pass!

Terrible expeirence at the Academia. Guide was nowhere to be found. QR codes that you receive online are useless and you have to find the guide but no instructions given. Guide was off having a smoke and gave a physical ticket. What’s the point when I have it on Gmail. Wouldn’t recommend.

Booked a ticket for the David via Italy Pass and I don’t think I have ever gotten treated worse as a customer. First they moved our reservation to a different day than we originally booked, so we had to change some of our other plans. We were told to arrive in the shop at 4 pm, after we received a sticker which we could show a guy at the gallery to receive the tickets. We searched for this man for ten minutes with no succes, so we called Italy Pass who gave a vague description of him. Five minutes later we got another call that there had been a mistake and we had to go back to the shop to receive the tickets. Once arriving there we noticed the lady we had been talking to through to the phone and who had originally received us in the shop was gone. We waited in the shop until the lady called us again saying that we would have to wait another ten minutes. Thirty minutes later when still nobody had arrived (it was 5 pm at this point) we called again to Italy Pass, but a different man who we had not spoken to yet answered. We explained the situation again and he spoke, just like the lady, about some vague mistake. We were pretty pissed off at this point, so we requested a refund. Suddenly the man told us there would be someone with us shortly. Three minutes later the lady was back, who tried to laugh everything off and pretended she had never met us before. Tldr; horrid company who only starts to care about their customers after requesting a refund

The only reason we booked a tour was to 'skip the line' - which turned out to be 100% false advertisement. Once the guide appeared, we all got into the line and had to wait for almost an entire hour before getting into the cathedral.

We booked tickets for the Accademia Gallery through Get Your Guide, whose local partner for this is Italy Pass tours. We were told to meet the guide at a certain time, in a certain spot ("the guide will be easy to spot and will be carrying an 'Italy Pass tours' sign"). After waiting for half an hour and walking up and down the street twice, we finally located the "Italy Pass tours" sign buried in a shrub with no guide present, down the road from the meeting spot. By this time, our entrance time had passed and so the guide simply dismissed us. We were in communication with Get Your Guide this whole time, and continued to deal with their support team afterwards. Our request for a refund was initially refused as we were told we were in the wrong spot, and it was our fault we were late. However, what we discovered was that the company amended the meeting instructions after the fact, and tried to say that it was us who got it wrong! A crazy level of deception from a tour company, and they may have gotten away with it if I hadn't had receipts (~10 screenshots of the original instructions and my conversation with the support team). After pushing back I got the refund, but I would never knowingly book with Italy Pass tours again. We also spoke to another couple that same day who had the same experience as us at Accademia Gallery, so unfortunately it is very common for the guide to not turn up, or be in a completely different place than stated.

A complete disaster! I paid 3X a ticket price for Accademia. First, they changed my ticket time +30min without explanation. Second, I went to the meeting point and nobody was there; and many people where in the same situation. After + 20 minutes a guy appeared asking us to keep waiting. Eventually, our guide appeared far after our time (which was already pushed). A complete lack of respect. Shame on this tours and ok Civitatis that resold it!