Response from ViatorOctober 05, 2019
Dear Megan the procedure to get the little ticket to allow people to enter inside the area of the museums are for everybody the same and procedures are given by the Vatican and not by the agencies. This means that you book the ticket, receive the voucher (the same we sent you), go at the Vatican at the time written on the voucher, pass through the metal detectors, change the voucher into entering ticket, enter in the area of the show. Even for organized tours (private or groups) are exactly the same. I don’t think it is correct to receive a bad review of something that is over our procedures or organization, the Vatican is guilty of their bad organization.
Regarding the price of the tickets everybody can book through the official site of the Vatican and pay the normal price of the ticket without additional costs or %, but when tickets are sold out on the site the only way is to go through other companies and price is higher. When you booked the tickets you knew the price and what expected to receive.