Trying to fix a mistake re: Borghese Gallery

Oh oh. An easy mistake to make, most of us have done it. Unfortunately, you're playing by Italian rules now, and in Italy, unlike here, the customer is not always right. In fact, in Italy one sometimes get the feeling that there's often a presumption that the customer is usually wrong, or at least that the customer is a pain in the posterior. Sooooo, good luck on this, you'll need it. I'm going to be pleasantly surprised if anyone here claims they have the magic bullet for this problem.

Unfortunately, their website does state no changes allowed under any circumstances. You may try to email them again to see if you can find someone more sympathetic but I doubt it. The other thing you can do is see if someone going that week would be interested in your tickets. Other than that, I think you're stuck with the wrong tickets. Sorry.

Thanks, Kent. I was afraid that was the answer but thought I would toss it out there to see if any savvy traveler had any ideas.

If anyone is going to Rome and wants to buy my two tickets for the Galleria Borghese at 11 a.m. on October 5 please let me know. I paid $30 for the two tickets. I will give a buyer a 50 percent discount.

I work in the ticket dept. at a major arts organization, and here's how we would handle this. If you can find the number to the ticket department, politely explain what happened, mistakes happen online all the time. If that person refuses to help you, ask to speak to his/her supervisor. The ticket CAN be changed, they just don't want to bother. Even if they have a policy of no exchanges, they might do it for you if you are persistent. When our patrons are coming into town from overseas or out-of-state we always can make an exception out of courtesy. If your'e not asking for a refund, they're not losing any money, so there's no reason why they cannot do it. Good luck!!

We booked our tickets on vaporetto for the wrong month putting a 3 instead of a 4 for the month. We finally (after two months) received a reply that they had changed the date on our ticket. Of course we were in Italy at the time and never got the email. Our "not so gracious" master card removed the charge after much phoning and hassle on our part. Not so good to make a mistake buying tickets in Italy, sorry to say.

Karen-it says right on the Borghese website, absolutely no refunds, exchanges, or cancellations. Your organizaiton is apparently more customer-service oriented, but that doesn't help Chris. . . . You could try calling them, and asking to speak with a supervisor, etc., but the last time I called Italy (for Accademia reservations) the phone call cost $12.00.

Welcome to the wonderful world of Italian bureaucracy. It's the "bad" that comes along with so many other "good"s in Italy. The person at the Borghese has absolutely no incentive (as they see it) to fix this problem for you. It's not as if there's another other Borghese Gallery in town that you could take your business to. Try not to let it ruin your vacation. Be glad it was only $30. Best wishes.

Well, that sucks. It was just a thought. I've never been to Italy, but I'm planning a five day visit to Venice. Is lousy customer service usual there? What should I be prepared for?

It's not that the customer service is lousy, it's just a different attitude, especially in the organizations that deal with hoardes of tourists, like the museums, public transportation, etc. Don't expect anyone to bend the rules for you. On the other hand, what you can expect from your hotel, restaurants you visit, etc., is warm and gracious service, and wonderful food!

Karen: It's just as Lola says, and she said it well (as usual). Don't worry, it's NOT going to be like Paris: tourist service industry employees won't get miffed at you for not speaking Italian, or for not opening any communication with "bonjour" (actually, "bonjour" might get their attention). The good news is: You're a tourist and most of the people you're going to interact with are (probably) being paid to be nice to you. But having said this, many observers of the Italian scene have noted that the concept of customer service in Italy is different than here, maybe we could say way different. A funny book that explains some of this is: La Bella Figura by Beppe Severgnini. Someone once said: The problem with going to foreign countries is they're so, uhm, foreign.

If another call to the Borghese doesn't work, definitely try posting the ticket offer on the Tripadvisor Rome boards, but you should post it soon, the 5th isn't that far away.

In a lot of cases (not this one), what might be perceived as lousy customer service is just a different way of doing things. Waiters, for example, will usually not come to your table unless you call them over. And you won't get your check until you ask for it. The difference is that they assume you're there to take your time eating and enjoying time with friends. Personally I much prefer this Italian approach over the hovering style of American waiters, constantly interrupting asking "How is everything?" "Are you still working on that?" "Can I take this plate?" (while some people at the table are still eating), etc. Forgive the digression. :-)

Not sure what email addy you used but try this one: [email protected] It may get you someone who can actually help. You might also want to call them directly at: +39 06 32810 Donna

Thanks to everyone for the suggestions. I tried the email address Donna suggested twice and it does not work. I will make reservations for the correct day and eat the $30. I have learned a lesson and hopefully it will enhance our trip to Rome!

And don't forget that you can click the Call me Back option on the website and not pay anything until you pick up your tickets.

I hope it's some consolation that by sharing your experience you've likely saved many others from the same fate. Thanks.