Tuesday, August 4. We booked and purchased two tickets for the Papal Palace and the Secret Garden at Castel Gandolfo. When we arrived, we were surprised to find everything closed because the Holy Father had decided to stay an extra day at Castel Gandolfo. Officially, the website listed it as open and available for visits. The gendarmerie advised us to call the Vatican Museums’ customer service. They stated that the matter was outside their jurisdiction since the tickets had been purchased in advance by credit card through Headout. Unfortunately, your website does not list any phone number for information or assistance. After I sent three emails requesting a refund, and received three replies (all in English...) apologizing for the inconvenience and stating that they were looking into the reason for the closure, the full refund was credited to my card on the 16th. Aside from the fact that I was unable to visit the Papal Palace and the Secret Garden at Castel Gandolfo (perhaps for my next vacation in Rome)—which was not Headout’s fault—everything was handled very correctly and professionally. ...
Thank you.
Honestly I picked a good time when it was not too crowded and the organisers were extremely helpful too. I was a little scared hearing everyone's stories but skip the line tickets are the best lol and everything was convenient.
The tour of the Vatican Museums and St. Peter’s Basilica was an absolutely wonderful experience and highly recommended. From the very beginning, everything was perfectly organized, and we were able to enjoy some of Rome’s most impressive sites without missing a single detail. The wealth of history, art, and beauty you can take in during the tour is incredible.
Raúl, our guide, deserves special mention for making the visit even more special. He is a true professional—approachable, friendly, and, above all, passionate about what he explains. His knowledge of history, art, and the Vatican is vast, and he knew how to convey it in a very engaging, clear, and entertaining way. In addition, he was attentive to the group at all times and answered all our questions with patience and warmth.
Thanks to his explanations, we were able to understand and appreciate the works of art and spaces much better—without a good guide, we might not have enjoyed them in the same way. The Sistine Chapel, the Vatican Museums, and the majesty of St. Peter’s Basilica exceeded all our expectations.
Without a doubt, this is a must-see tour and, above all, an experience worth repeating. If you have the chance to take this tour with Raúl, don’t hesitate: 100% recommended!
Our guide was wonderful. She really knew how to engage the children.
The Borghese Gallery is an exceptional place—a must-see at least once in a lifetime. Personally, it took my breath away. Our guide really helped us enjoy the experience. I’d even say that a guided tour is essential to fully appreciate the visit.
The guide was very knowledgeable and allowed plenty of time to see the sights. Gave us tips on how to get the best pictures. Allowed time for restroom and water breaks. We had a great experience!
