Pompeii Entry Tickets with Digital Audio Guide: Explore Ruins at Your Own Pace

Hello, A complete disaster in every respect... This was a very special birthday gift for my partner (her dream...). 1st point: the audio guide. It was only in English... impossible to switch to French. We tested it on 4 phones and none of them worked. As a result, we had no explanations to help us understand the site... we just walked around and looked... without understanding anything, it loses all its charm... I immediately sent an email to support and received a delayed reply (though I expected that). But instead of finding a solution, they directly offered a refund for 2 audio guides even though there were 4 of us... when I was asking for a fix, not a refund... With no solution in sight, I asked for at least a refund for all 4 audio guides plus compensation, and they answered that they would only refund 1 audio guide... Next, one of the instructions wasn't clear, and it cost us our day! The one about the shuttle buses... We took the route towards the Villa of the Mysteries, then asked for the shuttle to return to the start so we could head out from the other side. They made us exit, we took the shuttle back to the entrance, and just like that... visit over! No one warned us that we wouldn't be allowed back in. We pleaded our good faith showing our ID cards, but to no avail... Our full day turned into half a morning (barely). A 3-hour drive from Rome for barely 2 hours of sightseeing, followed by another 3-hour drive back to Rome with 2 kids in tow... wonderful. The cherry on top was seeing the price printed on the tickets... 25€ per adult and free for children, making it 50€ total... yet I paid 101€ via your platform! Sure, I understand the audio guides cost extra (20€) (when they actually work) and that resellers need to take a margin, but this... really feels like being ripped off. Truly a day that started off on the wrong foot with the audio guides and ended way too early... a dream ruined and wasted... especially given the ticket prices. We would like a refund for the equivalent of ALL the audio guides and at least 1 out of the 2 tickets. I did a lot of research online about you beforehand and found mostly good reviews. I hope you will live up to your good reputation. Best regards.

The excursion to Pompeii was incredible because we were on our own, which was exactly what we wanted: staying as long as we liked, taking our time, and not being part of a group! But the audio guide is an app available only in English, even though I was sold a multilingual audio guide that included French, which was the language I needed. So I had to buy audio guides again for 10 euros each at the ticket pick-up point!!! I requested a 15-euro refund to cover 5 euros per purchased audio guide (for 3 people), but I'm still waiting! Sent multiple follow-ups!

The audio guide was not provided in multiple languages, contrary to what was advertised. My conversation with the help center (AI) did not lead to any solution. The audio guide is not structured logically and only takes you through a few spots in Pompeii. It wasn't really immersive either, as the AI required so many prompts to figure out where I was that a regular internet search was more helpful and contained fewer errors. The "fast track" entry was no faster than the regular line, because after booking online you first have to pick up a voucher and then redeem it at the ticket counter, which means standing in line twice.

The document they give you doesn't work for entry. You have to walk all the way to the other end of the venue to get the actual tickets. If you don't buy a physical guidebook, they don't even give you a map; they tell you to grab one inside (if there are any). The audio guide you download onto your phone only lasts 35 minutes. None of this is mentioned on the website.