GetYourGuideReviews 874

Our family scheduled a carriage ride in Philly, only to find out after the departure time it had been cancelled due to heat. We immediately attempted to contact the company, but learned (after repeatedly asking) they don't have a customer service phone number - only a chat which took an incredibly long time to complete, with still no resolution. Eventually, an email was sent by them, to which we attempted to forward a copy of the cancellation notice -- but instead got the message, "This email is no longer in service!" It's now been 7 days and we still don't have a refund... only "Thank you for your patience. We're trying..." They most definitely did not have trouble TAKING our money - just now don't seem to be "able" to REFUND it... and it is not our fault the tour was cancelled. We will NEVER be using GetYourGuide again!

My wife and I just did a long trip through France, Spain and Portugal and we used m GetYourGuide every step of the way. It was easy to book, easy to get the tour we wanted and easy to find each spot. The buses were air conditioned during a monster heat wave and all the guides were knowledgeable, friendly and punctual.

We did a lot of moving around and were on a tight schedule. All the tours we booked through Getyouguide lined up, we even were delayed in Avignon coming in on the train and our guide Rudy waited an extra 10 minutes for us.

Great experience, would definitely recommend!

Sunday, yesterday morning, we signed on to a guided tour of the royal mile in Edinburgh Scotland for a 1 pm tour.
While on the site we selected 6 in our party and while still in the site changed the quantity to 8 people for the tour, instead of 6.
The site billed us for the original 6 and then again for the 8 people.
Within the hour of booking, approximately 10 am, we contacted the guide service and explaned the error in billing and requested a refund for the original 6 tickets.
The "customer service " person refused to refund our money for the original 6 tickets, saying we were too close to the tour time of 1 pm to refund our tickets, even though she could see on her computer screen that we were double billed on the same confirmation number!
When I told her it was not right or fair that they would not give us a refund, she said she agreed with me, but could not or and would not refund our money!
Needless to say we will not use this company ever again, as well as the other 7 members of our party.
Beware of being 70 in the age of Mobil apps, and unforgiving corporate rules and policies
Tom

We booked a Segway tour for our first day in Zurich. We were interested in doing a family tour, and this one came up on our search. We printed our ticket in the states before arriving. On our ticket at the very top in clear print, it was stated ages 0-99. When we arrived at our tour, our tour guide indicated our 10 and 14 year old sons would not be able to go. We had to forfeit our tour, and $700+. Our kind tour guide said he would only charge a small fee and would contact the company to let them know about the confusion, especially our ticket with the wrong age range for the activity. Also, in the booking process, I was never asked to enter age ranges. However, I'm fine print, after clicking on two links, the website does in fact say you have to be 16. I kindly asked the complaint to consider refunding part of our $700 +. After reviewing our case, they have decided to keep all of our money for a tour we were unable to do. So disappointing and a sour start to our trip. I will never book with this company again.

I booked a dinner cruise. To my amazement when I came to cancel the booking, I was told I initially had bought a Gift voucher which I was told I used for my booking. I never saw anything about buying a gift voucher when paying for my booking!
As it was necessary for me to cancel our booking when I enquired about not receiving
my refund, I was told my monies would not be refunded but the gift voucher would be held for a future booking.
I have sent numerous emails requesting a copy of where my booking stated that I was paying for a gift voucher. I provided to them a copy of their website I used which nowhere states anything about me paying for a gift voucher. Neither is it recorded in the terms and conditions I read before completing my booking. I have since found a separate site which deals with this company's gift vouchers. I certainly never knew this existed or used it when making my booking.
I have been booking travel flights, hotels and excursions etc for over 30 years and never have I had dealings with a company so unprofessional.
Why is it so difficult for this company to provide a copy of the all details relating to my booking and how it came to be that as they state I bought a gift voucher which I knew nothing about.
Linda

Our tour was just weird, badly planned. We were picked up at 8:30am but didn't stop for food until 3pm. The tour guides added places where they wanted us to spend money, the tour description did not tell us that it cost money to view the Tule Tree, and although the tour description put the mezcal factory tour at the end of the day, we got there before noon, which is a rotten time to be drinking mezcal. The unexpected stop at a panaderia was directly after we finally ate. Naturally, no one wanted food at that point! This tour had the feeling of something they planned at the last minute, and therefore could not proceed as described. The hours and hours of no food were, in particular, awful, especially with the trip to the mezcal factory thrown into the middle of it. Who wants to taste mezcal in the morning, with no food? Well, alcoholics maybe. The description included Hierve de Agua as part of the tour, and we never made it; other descriptions of the tour did not include references to it. We weren't expecting it, but others on the tour were, and were very disappointed. This is the tour to take if you don't really care where you go but just want to get out of Oaxaca City. Poorly planned and executed.

Their tours are too overpriced with a very poor quality.
They charged me USD 650 for 1 night trip to safari and the quality was extremely poor. Many things were excluded like the entrance fees (which cost me additional USD 70 and lunch). When they sent voucher to my mail they mention to bring suncream and sunglasses instead of informing about extra payments that I will face during the trip. The van was dirty and broken. We waisted 2 hours on the road to repair their car. So what for I paid USD 650?
The real price of the accomodation with full board was around USD 130, transportation cost was around USD 150. The rest was their profit. They made 3 times margin on me.
I was always buying their tours while travelling because it was very convenient. Usually all the entrance fees are included so I don't need to pay any additional fees. This time I paid this big amount for nothing and they excluded too many things. When I spoke to their customer service regarding this issues, the answer was- if you don't like you are free not to use our services. I consider it extremely rude.
My trip was ruined and I was highly disappointed in the quality. Will try to avoid their website and tell all my friends to do the same. My advice: go directly with the activity providers and don't use GetYourGuide

This company lies! I booked a tour in Hawaii and it was cancelled due to weather. I received a confirmation that the refund was processed. Called 1 week later to check on the status and I'm told that it processed today. I'm sure the only reason it even processed today is I emailed them 3 times to check on the status. They hope that people will forget about the refund and they pocket the money.

We basically paid $55/each to wait around and meet up with a group, and hear a lot about how his group was a different number than expected and exactly why. We then had to wait in line while they purchased $15 tickets for kids (no discount on their fees though), and $25 tickets for adults for Maid of the Mist. He did not join us on the actual tour, and instead we sat around for twenty minutes waiting for everyone to join us, then walk around under trees telling about how he should have had a second guide, and a little bit about a guy who wanted to kill himself twice on Niagra Falls and succeeded the second time. I spent $330 for $115 worth of tickets, and $215 for absolutely nothing. DON'T WASTE YOUR MONEY! Go buy tickets yourself.

I got a reservation for the National History Museum on my last day in New York, but the line was extremely long. I was not able to get in. GetYourGuide did not tell me before making the booking that I had to also make a timed reservation with the museum. When I asked for a refund, they said I had to cancel 24 hours ahead of time when I made the reservation 1 hour ahead of time...

I tried logging in to my account via the web page and the app. Could not get in. Tried contacting tech support on phone. Got redirected to an incomprehensible offshore call center staffed by idiots. Tried the chat through their web page. It said wait time 1 minute. No response for 10 minutes.

I am regretting booking through them. Hopefully their tour operators are not this useless. I WILL NOT BE USING THEM AGAIN.

One star only because I could not give zero. AVOID THESE CLOWNS.

DON'T USE THIS COMPANY
We booked a deal for London for the tour bus London eye and river cruise. We where told that the eye was booked for the following day. When we asked we thought it was for the original day we where told 3 times NO it was the following day. We then went the following day to be told our tickets where for the previous day. This really upset my children which where so wanting to do this activity. We spent £180 on this for a lousy bus ride as the cruise queue was far to long to access. I WOULD NOT RECOMMEND THIS COMPANY THEY RUINED MY KIDS HOLIDAY AND AS I SAID AGAIN TOOK £180 FOR A BUS RIDE. TOTALLY UNACCEPTABLE. AND AS FOR THE CUSTOMER SERVICE. THE GIRL WAS HELPFUL BUT APPARENTLY COULDN'T GET IN CONTACT THE SERVIVE PROVIDER TO RATIFY THE PROBLEM. SAID THEY WOULDNT REPLY. It was a Friday so don't understand why they couldn't, they where trying for over 8 hours apparently. This company couldn't organise a drink in a brewery if I could give no stars I would. Holiday ruined for the kids never mind the full day of my holiday trying to sort.

I really wanted to love this company. But their cancellation policy isn't fair at all. I had to cancel my Italy trip due to my passport being lost in the mail. I cannot leave the US. I even asked to reschedule or a credit and they did absolutely nothing. I would have been happy with a credit and would have certainly used that credit with them. But they kept saying "there is nothing we can do". I find that hard to believe because I received a complete credit from my airline and every other thing I booked for this trip.

This company has zero compassion and just takes your money. Terrible. I suggest not to use them.

*UPDATE*

After a lot of begging and me sending emails and chatting with customer service, I was able to get a gift code to rebook my excursion. It is a gift code for the total price I paid for the excursion they initially would not refund me. I have updated my rating to 2 stars only because they eventually helped me. Although I do not recommend booking with this company because of the hassle.

We purchased Aquarium tickets through GetYourGuide.com last summer.
Unfortunately one of my kids tested positive for Covid and we were unable to go. I called customer service to cancel the same day and was told I can get a refund. This was less than 24 hours of my purchase.

The customer service people were so friendly and SO willing to help, but in the end nothing was ever refunded.
I called this summer to see if I could get updated tickets and use them this year, they said sure, "we will send this to our resolution department, it should take about 5 days.
I had called in June to use the tickets mid July. I've heard nothing…8 calls and Emails with the same response of "Please send us your email and confirmation # so we can look at your case". I've complied every time.
Still zero resolution or communication from a human.
I'm out $160.

I bought 6 tickets a couple hours before the trip and had to cancel due to a family emergency. I asked for a refund nicely and they wouldn't give me my money back.

Don't use getyourguide. Just purchase tickets straight from the site of whatever attraction you're looking at going to. It will end up costing less in money and stress.
I just got back from a 7-day vacation to the Gold Coast, Australia. I paid GYG $338.00 for a pass into several theme parks in the Gold Coast. Got to the gate of the first park on the first day - refused entry.
They said they didn't have any record of our booking. We called GYG - the person on the other end had no idea what the problem seemed to be. She kept giving us the Get Your Guide booking reference no. But the theme park operator said we needed a reference no. Sent from the theme park itself, which would've been sent had GYG booked our tickets on our behalf as they were supposed to.
I'd bought the tickets from GYG about 2 months in advance and was never contacted about any sort of issue with my order.
The phone call itself took about an hour and got us nowhere - the phone operator refused to say whether we could be offered a refund nor whether if the issue could get resolved quickly - an important piece of info for us since we were at the gate of a park an hour out from the city and couldn't get in! The operator then said she was making a complaint on our behalf and that someone else from GYG would deal with it.
We decided just to buy tickets from the theme park we were trying to enter, another $360.00 total.
Took about a day before I was emailed from someone at GYG only to be told that it could take up to 5 days for the issue to be reviewed and "resolved".
Very obscure wording and would've taken our entire trip.
I sent back that I'd only be accepting a refund as we won't even use the tickets once our trip was over.
The kicker? It took about a week to receive news that I'd only be getting $253.50 back. What happened to the other $80.00? We'll never know. Couldn't be $#*!ed to chase it up.
Just don't use them. It's not worth it.

I booked a ride through get your guide from Charles DeGaulle airport in Paris to our hotel. They use a travel partner Parigi travel in Paris car service did not pick us up did not contact us to tell us they weren't going to pick us up. When I disputed the charge get your guide accused me of fraud. Their travel partner did not contact us did not pick us up I paid for a service I did not get. How is that fraud Get your guide uses unreliable travel services get your guide is unresponsive if you have a problem. I would avoid this service at all costs unless you want to spend lots of time trying to settle the matter

My daughter used the same travel partner and get your guide for an earlier flight when they picked her up they told her she owed them an extra €30 or they would just leave her at CDG because they had to wait. The flight was not late she had to go through customs and pick up her baggage. Any reputable travel agency would know you cannot pick somebody up on an international flight at the time that their plane lands you have to allow some time for them to pick up their luggage and go through customs. Get your guide and Parigi travel agency get a big fat zero AVOID Save yourself a big headache!

I recommend every one to stay away from this compagny. By from vistor istead. Very bad customerservice and imposible to cancel even If you get sick. I just list close to 200 euro, because My daughter Got sick. Impossible to cancel.

DONT WASTE YOUR MONEY THE CUSTOMER SERVICE SUCK. I BOOKED A BOAT CRUISE AND THERE WAS POOR INSTRUCTIONS ON THE MEETING LOCATION, I AM VERY WELLED TRAVLED AND ALWAYS BOOK TOURS ETC. TRIED CALLING, I HAVE ARRIVAL RECEIPTS TO SHOW I WAS ON TIME AND THIS COMPANT REFUSES TO GIVE ME A REFUND.