My partner treated me to a weekend in Rome for my 60th. He bought a ‘skip the line’ pass for the colosseum and Roman forum through visitor for ‘what’s in Italy’ tours. When we turned up the tour operator told us that they we should follow the guide and off we went. He took us to a massive queue which we were confused with but thought maybe it was just part of the process. We then started noticing other groups walk straight in. When we asked our guide why we were standing in line he seemed confused we had ‘skip the line’ passes and advised us that he’d already told them to stop advertising as a ‘skip the line’ ticket, that the tour operator had been too late to get those. He got the tour operator back who was incredibly rude, dismissive of us all (there were more people duped by him than just us). We asked for a refund (we had been standing in the queue for an hour by this time), he confirmed he would do this. All in all we waited for 2 hours in the queue, didn’t see the Roman forum because we ran out of time (our slot for entry through viator was 3pm which would have been fine had we been going straight in). This was raised with viator and they have refused to refund us stating it was a ‘non-refundable’ ticket. I know enough about a contract to know that you pay for a service so you should receive that service. My partner requested a refund through his credit card which they were happy to do but now visitor are contesting that! Utter shambles, terrible customer service, will never use visitor again. In fact my daughter has just been away for a month adventure and we used ‘get your guide’ for 7 tour trips for her without one issue! One scuba diving experience had to be cancelled and she got a refund without any issues. I’d recommend them instead!