Bigbustours/rome Arvostelua 511

The bus tour itself in Rome was okay, and the routes were convenient, but the customer service and overall support experience were very disappointing.

I bought two 48-hour tickets, but nobody properly explained how the system worked. Every time I asked for help with the audio guide or app, staff members kept sending me to “the next colleague” or telling me to “just download the app and log in.” The problem was that it didn’t work — the app kept asking for a reference number, and nobody could explain what exactly to do. The Wi-Fi also never worked for me, despite downloading the app and trying multiple times.

The worst experience was with the “free gelato” included in the ticket. One of the listed locations for the gelato didn’t even exist anymore — there was only a sign telling customers to go somewhere else. At the second place, they refused to give the gelato because they claimed the address on the map was wrong. Even after showing my valid tickets and booking reference on my phone, they still tried to avoid honoring it.

At another location, they demanded a printed paper voucher, even though I had official online tickets with QR codes and booking confirmation on my phone. They said their machine was “not working” and they needed paper only. After I called the manager and complained, they finally gave me the gelato — but only one, despite me having two tickets. I had to argue again to receive what was already included in my purchase.

In the end, I did get the gelato, but honestly, after two days in Rome, it became a matter of principle rather than enjoyment. The whole experience caused unnecessary stress during what should have been a relaxing trip.

So my advice to future customers: either don’t expect the “free gelato” at all, or be prepared that you may have a similar experience depending on the location.

I genuinely hope the company improves its communication, customer support, and organization in the future. Rome is beautiful, and tourists deserve a smoother experience.

I bought the Rome essential ticket with a start date of the 15th, to cover 15th and 16th. Torrential rain meant it wasn't used on the 15th. I was unable to activate it on the 16th, Big Bus lady at info said activate on the bus. Bus driver said he couldn't. Tried to get included ice cream but was told I needed a paper ticket, QR code not possible to scan. So a complete waste of money.
The map route is wrong, and the colosseum stop closed. Most of the limited stops still require a 15 to 30 minute walk to the point of interest. Absolutely not worth it.

Stay away from this service. Better to walk and take public transportation that easy to use with your Credit Card.
The best thing is the river tour but is much cheaper if you book it directly by walking by.

Total scam!!
Stay away from this hop on hop off in Rome!
They were super eager to take us on at 17.40 near the Sant’Angelo stop - “forgetting” to inform us that the tour would end at 18.00 just 4 stops later at Termini central station - 4 miles from our hotel.
Even though we were cheated for 2/3rds of the route, they were more than happy to take the full charge of €58 (two persons).
On top of this the audio system on the bus were intermittent at best and basically useless - we are never using the company again.. in any city!
Just to add to our bad experience we could watch hop on hop off busses from other companys (green and pink buses) continue their tours while we had to take the long walk home.
A total shame to at beautiful city with a lovely atmosphere.

Thoroughly enjoyed this service. We got great pictures going around, saved our feet, literally as they say hop on, hop off. Friendly staff. Would definitely use again.

Informations soit inexistantes soit erronées : montés dans le bus à 17.30, nous avons été débarqués à 18.00 gare termini alors qu’on nous avait indiqué que le bus fonctionnait jusqu’à 19.00!!!
Prix exorbitant pour le service rendu (ou pas rendu du tout).
Commentaires indigents et en décalage avec les lieux ou monuments présentés, entrecoupés de musiques insupportables.
Chauffeur pas sympa et danger public : virages à toute allure et freinage intempestif.
Conclusion :
1) Grosse arnaque
2) Fuyez cette compagnie

La peor empresa de bus turistico, los telefono de urgencia es una verguenza, la chica ni la direccion, solo tiro una plaza enorme, son un ascooooo🤮🤮

90 minutes for 2 stops!!! We got off and walked.
Audioguide didn't work

Dejaron a una docena de personas tiradas en una parada sin información ninguna. Ni un mensaje en la app ni ningún aviso. Hubo un corte PROGRAMADO de carretera por un concierto el domingo 29 de junio y no avisan. Dejaron a sus clientes eperando sin información más de una hora . Mi familia se fue, creo que el autobús nunca llegó. No recomiendo esta empresa.

Ce matin, j’ai atterri à Rome, le 9 mai 2025 je suis allée au Vatican en taxi ensuite j’ai voulu prendre un bus pour me rendre à mon hôtel j’ai pris le bus 23 des environs du Vatican. J’ai payé avec ma visa, ça m’a inscrit « accepté » sans ticket (banque étrangère », impossible de comprendre comment cela fonctionnait, le chauffeur ne m’a pas aider, j’ai mis plusieurs fois ma carte bancaire dans la machine, cela me disait accepté sans ticket, j’ai vu des contrôleurs vers 11h20 en bas d’une station. Je n’avais pas de preuve de paiement, pas de ticket, les machines n’en délivrent pas, Ils n’ont rien voulu entendre, ils m’ont pris de haut et m’ont donné une amende, l’empathie et l’écoute envers les touristes oubliez! Je ne pouvais pas prouver mon paiement pas de débit immédiat car banque étrangère Ils ont été imbuvables et très désagréables, comme quoi c’´était facile etc…. Alors un conseil, descendez du bus si vous les voyez, ne faites pas preuves d’honnêteté envers les contrôleurs italiens ! Ils ont pris ma Carte d’identité ETC…je me sentie mal à l’aise et comme une voleuse avec ma valise alors touristes en Italie aucune confiance envers ces gens là en plus elle voulait absolument que je paie en cash, je n’ai pas voulu, et j’ai payé plus tard dans un Shop tabac par carte vers 11h59 pour éviter les problèmes, je descendais de l’avion! Bienvenue en Italie, c’est une honte! Sûr prenez Uber ou un taxi! Surtout pas les transports en commun! J’attends mon débit pour porter plainte contre ces deux contrôleurs et le chauffeur , ABE

Took longer to ride than it would have done to walk between most of the attractions. Wish we hadn’t bothered. Didn’t complete the circuit once never mind hopping on it again. Very poor value for money. Commentary consisted of tinny music, silence and occasional sentences pointing out what we were passing or indeed had passed and could no longer see. Other city tours have been far more informative than this.

Do not use this bus. We booked the Airport bus tickets online and we were told that we could not bring luggage onto the bus with us despite the fact that we are going to the airport so we are clearly going to have luggage. Our suitcases were the same size as our rucksacks which were apparently fine but we were told we could not use the bus. Extremely disappointing service DO NOT USE

On the last day of a spectacular 4 day trip to Italy we booked a day pass on the big bus tour hop on hop off bus with the airport shuttle bus INCLUDED. As we were also taking the shuttle bus to the airport which we booked through the big bus tour website we had luggage with us, when I say luggage I mean 3 cases smaller than a normal backpack. These cases are free carry on with easyJet so you know they were small. We got on the bus and were halfway to our seats when we were chased down by an attendant telling us luggage was not allowed. We explained that we had booked the airport transfer WITH the bus company so we would naturally have luggage and we showed the size of the cases and how they would easily fit on our laps. Bear in mind there was NO ONE on the top floor of the bus where we were headed. Still we were kicked off the bus and told to complain online if we weren’t happy so this is what we have done. Would not recommend this bus tour to anyone. Absolutely dreadful.

If I could give 0 I would absolute shambles, we purchased day tickets including airport shuttle only to be told by an extremely rude and unhelpful worker luggage is not allowed on the bus. We had hand luggage smaller than the average rucksack, who needs an airport shuttle and has no luggage with them absolute joke and total rip off

Bought 2 tickets for Big Bus HOHO in Rome on 14th December 2024 and spent more time walking than on the bus - what a waste of money, Route map was out of date with the current road works and another bus company gave us their map with the up to date info and then had to walk 30 minutes to get to the right pick up point. Came back later to Stop 7 to Hop On and was told we had to go to Stop 8 instead and only a 4 minute walk. 30 minutes later we still hadn't found it and every ticket stand told us another 5 minutes etc. Took us 45 minutes to find Stop 8. The whole experience was just a major disappointment and a dreadful waste of money. If I did this again, I'd use another company and not Big Bus.

I’m pretty disappointed with Big Bus Rome.

While the bus tour was pretty great when the bus did show up, I just found too many other problems.

Too many customers and not enough buses. Buses not showing up when they are supposed to.

Bus stops closed without notice (specially stop 6 - Vatican City) causing absolute chaos and forcing me to take a taxi back.

Also, no live commentary, even for the night tour.

Die Buslinien können den angepriesenen Takt nicht halten, Wartezeiten von 30 min (statt 13 min) sind realistisch.
Der Audioguide im Bus ist völlig maschinell erstellt, mit Sprachfehlern und deshalb schwer zu verstehen.
Für die Gesamterfahrung ist der Preis für ein 24 h Ticket für 4 Personen: 136 € zu hoch.
Für eine Person kostet ein 72 h Ticket für Metro/Bus im Stadtgebiet nur 18 €.

Warteschlangen bei jedem Bus. 1 Stunde in der Schlange bis ich ich den Bus einsteigen konnte. Im Oktober!!! Eindeutig zu wenig Bisse im Einsatz! Nie wieder! Rausgeschmissenes Geld!!!!!

Muy impuntuales. Te dicen 8 minutos y son 30. Muy mala organización y peor atención. No se lo recomiendo a nadie

La visite nocturne en elle même est intéressante ; les commentaires, en français, sont pertinents mais les lieux décrits ne sont pas toujours ceux que l'on voit effectivement ; il y a un décalage.
Par ailleurs, j'ai eu la malchance d'oublier un petit sac à dos que je n'ai jamais retrouvé, malgré les demandes effectuées auprès du personnel. Il m'a été dit qu'on l'avait retrouvé pour, au final m'indiquer que non.
En résumé, si vous faites cette activité, surveillez très attentivement vos affaires.