Musement reviews: Florence tickets, Uffizi prices and TUI Group

Musement S.p.A., a licensed Italian travel agency based in Milan, was founded in 2013 and has been part of TUI Group (the TUI Musement division) since 14 September 2018. In Florence it lists 332 experiences. It is not the official Uffizi or Accademia ticket office: it acts as an agent for local suppliers such as Slow Tour and ACCORD.

Our verdict. A solid group and an Italian phone line, yes; but Uffizi prices of €31–44 against €29 official, and cancellation is often blocked exactly where you need it. The number of recent reviews is falling. We are not affiliated with Musement.

Fact sheet

What it sells in Florence and at what price

“Uffizi entry ticket and audioguide” starts at €44.00 (supplier: Slow Tour); “Timed Uffizi access with audio app” at €31.00 (supplier: ACCORD Italy Smart Tours). Against the €29 official advance ticket, that is 7% to 52% more. There is no separate service fee on these listings: the markup is all in the price. The Accademia skip-the-line ticket with audio guide starts at €35, against €24 on B-ticket.

At Palazzo Vecchio the Musement catalogue has no plain entry ticket (about €18 + €1 officially), only guided or audio experiences, the cheapest at around €47. If you only want the Tower or the Salone dei Cinquecento, go to the Musei Civici ticket office. And if you want the Firenze Card, buy it officially at €85 rather than paying €94 on a reseller.

How booking works

You book on musement.com or in the TUI Musement app: pick a date, time slot and language, pay, and receive a digital voucher. Musement presents itself as an agent, and the actual supplier (Slow Tour, ACCORD and others) is named on each listing — read it before you pay. Its terms are governed by Italian law and the Italian Consumer Code. Support: Italian phone line +39 02 81480473, chat from 8:00 to 22:00, and helpcenter.musement.com.

Cancellation, refunds, support

This is the critical point in any Musement review for Florence. Search results often show a “Free cancellation” badge, but both Uffizi listings we checked state that there is no refund or change “due to our partner’s terms”, and that no refund is granted in case of delay. Believe the paragraph, not the badge — and take a screenshot of both before paying, because in a dispute the product text counts. By comparison, GetYourGuide products that offer 24-hour cancellation state it consistently in both places.

What the reviews say

Trustpilot gives 4.0/5 on 32,312 reviews (62% five-star, 7% one-star), and Musement replies to 99% of negative reviews within 48 hours. But look at the recent sample: only 362 reviews in the last 12 months out of more than 32,000 in total — a sign of falling volumes, or less incentive to review. Recent complaints include pick-ups that never arrived with no warning, last-minute cancellations, refunds handled over WhatsApp with three-week waits, checkout crashes and failed payments, and an interface that makes it easy to pick the wrong date.

We found no partnership between Musement and Tiqets. Musement co-founder Claudio Bellinzona went on to lead Turbopass from March 2025 for about a year: a corporate fact, not evidence of shared products.

Pros and cons

Pros

• Licensed Italian travel agency
• Owned by TUI
• Multilingual phone support
• No separate service fee on Uffizi listings
• Fast replies to Trustpilot reviews

Cons

• Uffizi tickets non-refundable despite green badges
• €31–44 against €29 official
• S.p.A./S.r.l. inconsistency in its own terms
• Few recent reviews

When to choose Musement (and when not)

Choose Musement if you want a TUI-backed agency with an Italian phone line for a tour or package, and you have checked the supplier’s name. On non-refundable timed Uffizi tickets, its only advantage over tickets.uffizi.it is availability and an audio app — not flexibility. Avoid it if you want 24-hour flexibility or the lowest Uffizi price: that stays with the official ticket office.

Alternatives

Tiqets, GetYourGuide, Viator, Uffizi official, and our Uffizi page.

We are not affiliated with Musement. We are an independent guide: if you book through our Tiqets or GetYourGuide links we may earn a commission; the price you pay does not change. Contact: travel@alltours.florence.it.

Verdict

3/5. Fine if you find availability and want Italian phone support; for price and clear cancellation terms prefer the official site, Tiqets or GetYourGuide. Belonging to TUI guarantees a solid company; it does not make the museum’s prices any cheaper.