We got tickets for a skip for the line entrance. The time was supposed to be 12:00, 2:00 or 5:00. When arriving at 1:15 for the English guided tour of 2:00, we queued. A lot ! And when we showed our tickets at 2:00, a very rude lady asked us to wait letting in all the people behind us in the queue. She shouted at us saying we should have been here at 12:00. I tried to understand but she just parked us without any explanations on the side. She called a guy at the phone, and made us wait in all almost 15 minutes while people were going in. Finally the phone rang again. Someone explained that they forgot to send a message so that we were allowed to go in. So we got in on the very last moment. The lady never apologized at all, but recognized it was not our fault. I’ve never seen a person as rude as her. Very rough as an introduction to the tour. Then the guide in was ok but English was not really understandable. And he said to a guy who laughed in the public (for a reason we didn't know …) that people paid for that tour and that he had to take it seriously - which frozen the atmosphere again. Regarding to the tour. The underground was ok but not that amazing, the end of the tour about ancient Roman theater was almost better. Really disappointing …