GetYourGuide Denied Us Entry to Villa Borghese for Being 10 Minutes Late

We purchased tickets for the Villa Borghese Gallery in Rome through the GetYourGuide app, for a 5:45 PM time slot on June 13th. Our reservation number is GYG7VKX7N9Q9, and we paid a total of $150 for this purchase. We were told the tour would last approximately 2 hours, but because public transportation routes had changed due to a protest happening in Rome, we experienced a serious delay getting there by bus. Even though we were only 10 minutes late to the event time, we weren't allowed into the gallery under any circumstances.

Getting a guide wasn't really our priority with this booking — the main reason we bought tickets through GetYourGuide in the first place was that we hadn't been able to find entry tickets to Villa Borghese Gallery on our own, months in advance. When we arrived at the gallery, it would have been enough for us just to receive our tickets, but we weren't able to reach either the guide or your partner Ivo Tour's representative through any channel — we couldn't find a single point of contact.

Throughout this whole process, we wasted our time, our extra transportation costs, and our energy, and the end result was a huge disappointment. I'm requesting that either the full amount we paid, or at least a partial refund, be issued to me to resolve the harm we experienced with this reservation made through GetYourGuide. Because of this experience, I'm not currently planning to use GetYourGuide again, and I'm not recommending it to people around me either.