In short
Musement is an online travel agency founded in Milan and now part of the TUI group. In Tuscany it sells what all the big platforms sell: entry to the Leaning Tower of Pisa, day trips from Florence, the Florentine museums. It produces nothing of its own: every tour belongs to a local operator and every ticket is resold.
What to book, and where:
- Leaning Tower of Pisa: from the official Opera della Primaziale site, at €20. Musement only if the official slots have run out.
- Day trip from Florence: Musement is fine if the listing offers a refund up to 24 hours before, but compare the price with other platforms.
- Uffizi and the Florence museums: watch the terms, which can contradict the badge on the page.
Who's behind Musement
The company is Musement S.p.A., based at via Polesine 13 in Milan, VAT number 07978000961 and travel agency licence no. 170695. According to press accounts it was founded in 2013 and passed to the German TUI group in 2018. The musement.com site is still an active shop, open to anyone, in Italian and other languages.
One thing matters for you: on the other side there's an Italian agency, subject to Italian rules, with an address you can write to. Many competing platforms are based in Amsterdam, Berlin or New York.
What it sells in Tuscany
At our last check Musement listed 332 experiences in Florence and 60 in Pisa. Two products are enough to see how it works.
| Product | On Musement | Benchmark |
|---|---|---|
| Leaning Tower + Duomo, Pisa | from €24 | €20 on the official Opera della Primaziale Pisana site |
| Pisa, San Gimignano, Siena and Chianti day trip (12 hours) | from about £42 on the UK site | from €49 on GetYourGuide for Pisa, Siena and San Gimignano with lunch |
The Tower. The listing correctly gives the official rules: 251 steps, children under 8 not admitted, arrive 15 minutes before your slot. On the age limit, the Opera's rule goes by year of birth, not birthday: the details are in our guide to Pisa. The same page says “no service charge” and, a few lines further down, that an “agency commission” is included in the price. In practice the extra €4 over the official ticket is that commission.
The day trip. The supplier is myTour in Italy. The meeting point isn't in the centre but at Villa Costanza, which you reach from Florence on the T1 tram: allow time to get there before departure. The refund is full up to 24 hours before. The price changes with the market you browse from: we saw it in pounds, on the UK site.
Refunds and changes: the listing counts, not the badge
Musement has no single cancellation rule. The supplier decides, product by product. On the myTour day trip the refund up to 24 hours before is genuine. On some Uffizi tickets, however, the terms read “non-refundable” while a free cancellation label appeared on the page.
Musement reviews: what customers say
At our last check Musement had an average of 4.0 on Trustpilot from about 32,000 reviews, with 62% five-star and 7% one-star ratings. The figure that stands out is another one: over the previous twelve months there were only about 360 reviews. The average therefore rests mostly on old ratings, and the consumer shop now seems to handle far fewer customers than it once did.
The recurring complaints:
- a date-change screen that in some cases moved the booking without the customer realising;
- missed transfers and meeting points on day trips;
- slow refunds, even when they were due.
These problems are common to all resale platforms, but with so few recent reviews it's hard to tell whether Musement has fixed them.
The competition authority and the Colosseum tickets
Musement is among the companies fined by Italy's competition authority over Colosseum tickets, with €1.5 million. According to the investigation, base-price tickets were bought in bulk and put back on sale only in bundles with added services. The example involving Musement is the most striking in the ruling: an €18 official ticket offered from €68. According to press reports the fine also stood up on appeal before the Lazio regional administrative court (TAR).
There are no rulings on record for Pisa and Siena, but the case shows how the resale of limited-entry tickets works.
Who it suits, and who it doesn't
It suits you if you want an organised day trip from Florence with a 24-hour refund and prefer to buy it from a licensed Italian agency, with an address in Italy to turn to if there are problems.
It doesn't suit you for entry tickets that the managing body sells directly: the Leaning Tower of Pisa, Siena Cathedral, the state museums. There you pay a commission and lose flexibility. Nor does it suit you if you need plenty of recent reviews to choose between two similar day trips: on that front other platforms have far higher numbers.
The score, 3 out of 5, is the same as Tiqets' for different reasons: Musement has its Italian licence and a named supplier in its favour, but loses out on refund rules that change from listing to listing, on badges that sometimes contradict them, and on a volume of recent reviews too low to judge today's service.
The alternatives
For classic day trips from Florence, compare with GetYourGuide, which has many more recent reviews and usually free cancellation up to 24 hours before, and with Tiqets, stronger on single tickets bought on your phone. If you want the widest choice of operators, look at Viator too; Spanish speakers, at Civitatis. The three day trips below are on Tiqets and GetYourGuide; the prices shown change often and we keep them up to date.
Pisa, Siena & San Gimignano: Day Trip from Florence + Wine Tasting
(18 reviews) from €64
Book on Tiqets
Florence: Pisa, Siena and San Gimignano Day Trip with Lunch
(11,722 reviews) from €49
Book on GetYourGuide
Florence: Pisa, Siena, S. Gimignano, Chianti Wine & Lunch
(4,961 reviews) from €58.50
Book on GetYourGuideFor Tower tickets, always start from the Opera della Primaziale Pisana. To choose the right trip, read our page on day trips and our guides to Siena and San Gimignano.