Doria Pamphilj: Quiet Luxury Palace & Gallery in Rome

We arrived at 10 o’clock as shown at the voucher to exchange it against tickets at the entrance desk, the employee of the museum at the ticket office looked at the computer and our names were not there, the tour company us the same morning at 9:30 to provide them with list of participants ( I’ve send it straight away); then they asked us to confirm that we were going to visit the Gallery this day ( I wrote immediately that we were there, standing by the ticket office) and since - nothing. I didn’t hear from them since. They just disappeared. We decided to buy tickets by ourselves and to go and visit the place. We could not wait longer because our next activity with was booked with you at Borghese gallery. So, now I will kindly ask you to help me with the refund, because we still don’t hear from this company