Dear Mr van Vliet,
We are really glad to clarify many things.
First of all, learn to talk without insulting people who are working for you!
You bought at the Reception desk 5 combo tickets which include Colosseum, Palatine Hill, Romain Forum entrance and 24 hours Hop-on Hop-off bus.
Colosseum entrance is free for children up to 17; and in facts, your daughters paid for the Hop-on Hop-off bus.
This is a skip the line ticket but, for "Security reasons", Colosseum entrance is allowed up to 3000 people and then you can wait the next tour, the same day!
The name of Company is: City Sightseeing! One of the best and most important companies all over the world.
We never had complaint or problems because of them.
They provide very good services, touristic buses, and guided tour in Rome and in the whole world.
We are really sorry for what happened but it was just a misunderstanding.
You got tickets on August 9th but You changed your mind several times.
First you had to take the bus and then you could visit the Colosseum.
You didn't do that and only upon departure you began to scream and offend! It's unacceptable!
You had 3 days (from 9th to 12th August) for modifying your voucher or postponing the tour or for asking your money back.
Why didn't you do that? Why did you wait for your departure to complaint?
While you spent time to offend the Reception Manager, He tried to explain that We had no time enough to ask Company for a refund.
Moreover, We talked to your travel agency because we don't tolerate rude people.