Unprofessional and unreliable! We booked a relatively expensive tour in Rome for the Vatican etc. with Headout and got first a payment confirmation via email and then some hours later a booking confirmation! In the booking confirmation all was correctly stated and you should add a pick-up point. Since this was confusing me a bit, I asked about it via the chat function and got the information that I would get a new confirmation email. As this email never arrived, I checked again through the chat function the next morning and was told that I would get an email within the next 4 hours. Approximately 2 hours later I got an email stating the tour was not available anymore and I have 2 alternatives - a tour 4 days later (we are only staying 2 days in Rome) or full refund. I did not really understand that since we clearly had a booking confirmation and just 1 question was open. I was told no other alternative except the 2 offered ones. I told them that we have a confirmation in written - no reply on this, then I asked for a post address for an official claim - no reply and I was hung up upon. I tried it via email and was offered 25% on my next tour booking with them - I will never book with them again and was thanked for my valuable feedback and wished a glorious day. This really knocked the barrel out the ground. Obviously they just do not read the claims properly. Again I asked for a postal address and the immediate refund - no reply! This is the worst experience with an operator we ever had! If we wouldn't have checked all the time, we would not even have known that this tour was not available despite a booking confirmation from Headout. If they would have informed us properly and in time we might at least have hat the chance to book with another operator. Now all is full. Headout never again!