BEWARE The Tour Guy /Roman Guy Cancellation Policy

If the Tour Guy is described in a Rick Steves tour book, I suggest that you fill out the book feedback form on this website and let the RS folks know of the discrepancy in policy as written vs. how the refund policy is actually implemented. This information might merit a warning in the RS book, or even a decision not to include in the next edition.

Oh thank you! I very much appreciate that tip! I will certainly fill out the book feedback form.

Unfortunately, it does say in the FAQ part of their website that some tours must be cancelled more than 35 days in advance.

where did you see the 24-hour cancellation policy?

I did a test booking and in order to pay you need to check the box next to a sentence that says "I have read and agree to my Colosseum tour Cancellation Policy and understand my purchase is non-refundable even in the event of a start time change". "Cancellation Policy" is a blue web link and leads to this page: https://thetourguy.com/legal-term?tourid=392 On that page it gives the 35-day rule.

You can try to file a claim with your travel insurance. Check the fine print in your policy or call the company. If you only want to cancel because you changed your mind, you may have a problem since the refund policy is stated.

I have tried to post a copy of the screenshot from the website on the day I booked but can't get it to come through. It's large and eye-catching with pictures and in large bold red letters CANCELLATION POLICY and then below that, again in big red letters: CAN I RECEIVE A REFUND? It goes on to say verbatim: "Whether the Roman Guy (TRG) will issue a refund depends on two things (a) the type of tour booked and (b) the timing of the cancellation. If you booked a small group tour, other than the Colosseum Underground Tour, or VIP Colosseum at Night Tour with Underground and Arena Floor, TRG will issue you a cash refund of your purchase price only if TRG receives your cancellation request at least 24 hours before the scheduled local start time of the tour."
As the colosseum tour I booked was neither of the two mentioned, then I would qualify for the cash refund . Why would a company have a conflicting cancellation policy elsewhere on their site? (and obviously not as prominently displayed.?) That does not seem above board or transparent. -
/

Thanks for your comments everyone! I just checked the link that John sent.. .stating the 35 day rule under "Special Cancellation Policy for Colosseum Tours".

I find it interesting that they say : " These terms supersede any other terms found on TheTourGuy.com or TheRomanGuy.com. ". Like they know they have conflicting information out there. And if they know they do, why not either correct it or at least when they are bragging about their 24 hour policy - say "see this link for special conditions" or something more forthright. I read the two tours listed that were not covered by the 24 hour policy and it wasn't mine so - figured I was good. (hmmm why do they list those 2?? Under the Special Cancelation policy, NONE of the Colosseum Tours would qualify - so why list only two?) Anyway, I'm disappointed to say the least and I won't be fooled into booking with that company ever again.

Can I receive a refund?

Whether the Roman Guy (TRG) will issue a refund depends on two things (a) the type of tour booked, and (b) the timing of the cancellation

For all small group tours and activities, other than a tour that includes the Colosseum, Rome 1 day, or any activity where only a ticket is purchased, TRG will issue you a cash refund of your purchase price only if TRG receives your cancellation request at least 24 hours before the scheduled local start time of the tour.
If you booked a private tour, TRG will issue you a cash refund of your purchase price only if TRG receives your cancellation request at least 7 days before the scheduled local start time of the tour.
Ticket only bookings such as the Vatican Museums or Paris Catacombs are nonrefundable once the tickets have been sent.
For any tour that includes the Colosseum, including Rome 1 day, , TRG will issue you a cash refund of your purchase price only if TRG receives your cancellation request at least 35 days before the scheduled start of the tour. If canceled less than 35 days before the scheduled start of the tour, it is non-refundable. These terms must be accepted separately during checkout to make your reservation.
https://theromanguy.com/tours/italy/cancellation-policy?_gl=1*gda6yb*_up*MQ..*_ga*MTU5NTM2MTg1My4xNzE0ODc3OTM4*_ga_Y488PQCWM9*MTcxNDg3NzkzNy4xLjEuMTcxNDg3Nzk0OC4wLjAuMjc4MjcxMzc2

Whether by intent or incompetence, the wording is hard to follow. It mentions 24 hr, 7 day and 35 day times, for various tour types

Have never used Tour Guy but do remember after CoVID there were a lot of complaints about them-mostly about no refunds given- so I don’t ever recommend them

We did use Walks of Italy back in 2014 and had a great experience with them so I don’t hesitate to recommend
While I have also seen complaints about WoI here so I guess it’s always Buyer Beware, YMMV.

Every company will go thru bad stretches whether that’s due to changes in policy not well messaged or changes in staffing etc

I don’t know what the answer is other than always read the fine print, perhaps copy/paste text from websites to save for instances like the OP

I think if I had noticed 3 diff refund policies and such confusion from TRG I would have moved on to another tour company
All that just seems too odd

Tickets to the Colosseum go on sale 30 days prior, and must be purchased in the name of the individual person. This is true for tour guides as well. They must provide the full name of each person on the tour. And at the entrance they check ID to make sure the ticket matches your identity. So if you cancel once they've bought tickets, they can't substitute another person on your ticket.

That's why there's a 35-day cancelation policy for Colosseum tours. Sorry if it wasn't clear when you booked your tour, but don't blame the tour provider. Every tour provider will have to abide by the same policy.