Dear Mrs Easter,
thank you for sharing your experience with us, and I’m truly sorry to hear that your visit to the Vatican was not as seamless as you had hoped, especially given the significance of this visit for you and your son.
We understand the disappointment of missing part of what you had expected, especially given the price and anticipation around such an iconic experience. However, we must highlight that access and flow within the Vatican grounds, including the closure of special entrances, are entirely managed by Vatican authorities, and unfortunately, these can be subject to sudden changes. The Pope’s Wednesday audience, for example, is a well-known event that can cause logistical shifts and sometimes make it challenging to keep the tour route exactly as planned, especially if additional security or crowd management adjustments are made by the Vatican on the spot.
Our local guides are always committed to ensuring guests see as much as possible, and they work closely with Vatican personnel to find the best possible way forward. When entrances or routes are unexpectedly closed, they do their best to adapt and continue the tour, but as you experienced, there are moments where this can lead to delays or alternative routes beyond their control.
Your feedback is valuable, and we’re always seeking ways to improve our guests' experience where possible. We strive to make these scenarios clear in our terms, as the Vatican's operational decisions are indeed outside our influence, but we understand how it can feel disruptive, especially in such a unique context. Thank you again for your honest insights.
Best regards,
Gray Line Rome
