GetYourGuideReviews 874

I booked my tour 12 hours in advance, the next morning one of our participants were sick. I asked for a refund on the one person and they said no but if I could provide a doctors note they would look into it. We gave a doctors not and the doctors note was not good enough as it wasn't certified, no idea what they are talking about, so still no refund! They then sent me an email saying that it is the same cost for per car load if we have 1 or 5, clearly it is not $104 for two and $144 for 3! Not a good company, I would not book with them, its all about the money they don't give a $#*! about anything or anyone else, awful company to deal with when trying to get a refund for one person out of the group that went! Unacceptable! I wanted to write a letter to the CEO and when I called Get Your Guide they would not provide that information to me? What are they hiding, it's online anyways!?

We all know when traveling, things happen outside your control. I am an easy going person, but this company has consistently pissed me off. GetYourGuide does not understand or help. I have spoken with many tour providers who claim it is easy for GetYourGuide to modify tours/plans when things happen - what GetYourGuide doesn't tell you is they don't care - they will put you hold, say they can't reach the provider and then say you are out of luck. There are other providers that are better here. Look at viator.com or booking.com or directly through tour provider. Tour providers hate GetYourGuide and so do I!

My daughter used the Best Miami Jet Ski app provided by Get Your Guide & was ripped off. She prepaid & when she got there they told her she had to pay an additional $110 deposit which would be returned to her immediately after she finished skiing. They told her the money would be refunded to her account. When it wasn't back in her account she called them & they claimed she owed the money at which time she proved she prepaid & they agreed the money would be refunded. Bottom line she spent the last 2 days of her vacation calling them, proving she owed the money, promised a refund, promised return phone calls & pretty much just getting the run around. They never refunded her money.

I did a booking for a Singapore night safari on 17th through GetYourGuide because they offered me the same. Once I did the booking, my credit card got charged for 100 SGD. I then got a voucher that I need to get exchanged for the timeslot on 17th. However I was not able to get any timeslot for 17th. When I get back to GetYourGuide for a refund, they refused the same saying it is already confirmed! Though I am not able to do my trip

GetYourGuide ruined my Roman Holiday. Book a tour for Domus Aurea in Rome for 3:30. Starting a few days before the tour Getyourguide sent almost daily emails saying the start time was 3:30. At 3:25 I and 7 others were waiting at the designated meeting place but no guide showed up. After desperate calls we learned that the time had been changed to 2:00 and that the emails GetYourGuide send had the wrong time. Getyourguide said they would refund the $52 for the tour but could not rebook us for another tour for at least a week. Getting $52 back is noting when it cost $1500 to fly to Rome. DON'T USE GETYOURGUIDE. They are unreliable.

I canceled 2,6-day Paris museum passes well within their 24 hour limit And they still charged my card. Despite several emails back-and-forth, and the pass never being, They decided to charge me while I thought we were still discussing the matter. For some reason, they send a voucher in the email which does not account for anything nor does it say "this is not a pass." We are now disputing the charge with my credit card Company

ADDENDUM: now they are telling me that my activity started on Sunday after purchasing passes online Saturday night, even though the 6 day pass does not start to count down until you enter your first museum, and THE PASS IS GOOD FOR 1 YEAR! That means that the 24 hour rule for cancellation can never be used, since, the second you purchase the pass, it is now 23 hrs and 59 seconds! I would never get this pass. It is easy enough to purchase each individual museum pass online and safer. *** Read all the 1 star reviews- if there is any problem at all, it is impossible to get a refund! Their response to bad reviews sounds like they will try to be helpful, but you'll never see your money again

My wife and I booked the Antelope Canyon X Tour for our anniversary trip. We had car trouble on the way and couldn't make the tour. It was less than 24 hours before the tour, so they would not give us a refund. I emailed them requesting they reconsider, based on the circumstances, and was sent a link to their cancellation policy.

DO NOT BOOK WITH THIS SCAM COMPANY!
Booked a tour for my family in Portugal. Our flight was cancelled by the airline and we were not even in the country when the tour took place. We cancelled (literally 5 hours after making the actual booking) and they refused to refund our money even with proof of flight cancellation. Any reputable company would understand that and give a refund. Out $120 for nothing. Awful experience. Unprofessional awful company. Use Viator instead. They were fabulous.

We booked tickets for the Colosseum in Rome 2 weeks in advance, received our fully confirmed tickets 3 days before the reserved date, and finally got cancelled at the last minute due to "maximum capacity for this activity has already been reached." What's the point of receiving a confirmation in the first place? Best to book directly with the provider rather than count on GetYourGuide.

We booked a tour in Edinburgh Scotland with this company and have been horribly disappointed. The pandemic hit and we rescheduled everything from out flights, other tours, rental cars, hotels etc. and every other company was most accommodating except Get Your Guide. Their communication was terrible and when promised they would allow us to reschedule they then cancelled the tour and refused to give us a refund. We explained international travel was impossible for the original booking and reminded them that we were told we could reschedule only to be told they would not refund us even though they canceled the tour. We would not recommend this company to anyone! Shame on you Get Your Guide! You've lost us as customers and we will be sharing with all of our blog followers. BEWARE! Do NOT use this service!

From supplier perspective: Horrible customer service, never responds on time, has the highest commission fee of 25% and provides service and technology at a level of 5% commission, never assists travelers with booking challenges they face, communicates via email only, lacks professionalism and quality of customer service. Peek Pro, Viator, Booking.com among others are truly leading in this arena, GetYourGuide disappoints over and over again...

On the image attached they state: "A member of our support team will get back to you shortly". Is a 48-72 response time short?! PeekPro and Viator responds in 15 to 30 minutes! You loose bookings due to GetYourGuide inefficiency and lack of timely response. In addition, for many tours you need a booking cut of time of 48 hours as you need to arrange transportation, logistics and operations to execute the tour, and GetYourGuide gives you a maximum of 10 hours! See the 2nd image - Imagine the traveler books your tour at 12:30AM for 10:30AM same day, how could you make all the arrangements at the last minute in the morning?

The technology behind the GetYourGuide system is poor quality, neither is clear nor easy to use, definitely not worth 25% commission they charge, all other API systems currently charge up to 22% with immaculate customer service, top notch technology, excellent customer service, prompt response when needed, perfect customer focus, incredible interface and user experience on both sides - vendor and traveler. See the following image of PeekPro response in approximately an hour, whre GetYourGuide only sent an email:"Ticket received - Ticket ID [#*******] Thank you for getting in touch. We will respond to your message as soon as possible..."

Unfortunately I would not be able to recommend GetYourGuide to anyone - vendors an travelers alike.

I paid GYG for an experience that the their local partner did not provide however GYG is refusing to refund the money (despite their guarantees) because the partner does not agree to repay the money. I paid GYG not the partner and GYG owes me the money even if the partner does not pay them back. Avoid GYG at all costs.

We had a terrible customer service experience with GetYourGuide. We cancelled a tour within their 24-hour window online but we did not receive a confirmation email. When we contacted the company to follow-up we were informed by them that we did not cancel within the 24 hour window and they refused to refund our money for the tour. We were informed by them that since we didn't receive a confirmation email back after cancelling that meant that we were not within the 24 hour window. It was fruitless and frustrating trying to get assistance from them. Unfortunately, although we travel quite a bit we would never use this company again and recommend buyer beware.

Had ordered trip to valley of the temples from Palermo which meant to be pick up from hotel and drop of. So i assumed it'll be as advertised so someone will pick me up, nope i got email i have drive 9km to meeting point which in Palermo is physically impossible, send them email the only reason i chose this over others was the fact of pick up and drop off. I was assured driver will pick me up, about 40mins later i seen message from my bank i got refund for the trip and email from them my hotel is not on list for picking. Basically pick and drop trip that would have a guide only if there more than 13 people turned to be drive yourself there and back and if enough dummies come we will give you guide. Well still can't think off what was the payment for if there is no guide and you have to drive there yourself as tickets to the place aren't included. Anyways i do not recommend as it's by definition false advertising.

Geen gids maar chauffeur die hartstikke zijn best heeft gedaan, niks luxe bus. Tour was 6.5 uur geen 8. Geld niet waard. Er zijn betere touroperators.

Don't ever use this website!
I booked 2 tickets for whale and dolphin tour on 1st Feb. Then the company called me their boat was under repaire so I need to change the date to 22nd Feb. For some reasons I decide to cancel and I contact this agent on 16th Feb. They said they will investigate my case then they never reply again.
This is my first time writing a review on my 29yrs life because this agent company is so stupid

Con merchants. Misleading information. Refused a refund. Thought I booked an audio tour of Edinburgh castle as they state you can see the Crown Jewels but they say entrance isn't included. I would give no stars if I could. DO NOT USE THIS COMPANY.

I found a fraudulent charge from these folks the same day it was posted. I called the company that day hoping to get it refunded. I believe I called within their cancellation policy and hoped I would be successful. They very nicely told me that they preferred to cooperate with authorities in such matters. I paid for a "tour" should I not be able to cancel it? They would rather the hassle of dealing with the "authorities". Okay, I filed a report with the FTC and my credit card provider. I made one more attempt to get my money back. If you decide to purchase a tour with this company, be very careful that you are absolutely certain that you won't cancel (even within their own policy). They will nicely tell you to forget it. Meantime, they were sending me lots of emails that I was unable to unsubscribe from (isn't that illegal?) and ended up blocking them. I know nothing of the tours from this German company, but they have an iron fist when it comes to holding on to your money. While they had my email, they did not send me a confirmation of this transaction. I saw reviews from purposeful, rather than reluctant, customers who have refund woes. I only found it when reviewing my credit card statement. That seems like bad business. Be very careful--I question their integrity.

They would charge you the full price if you cancelled less than 24hrs yet they called and cancelled my tour only 11hrs before tour time. Instead of a full refund they offered to put me in the "exact same" tour with one of their partners. Multiple last minute changes and general negligence and lack of guidance on their part seriously impacted our schedule, budget, and frame of mind on that day. Very stressful. What's most disappointing is that the alternative tour company only gave us a reduced version (1.5hrs Muir Woods) of the original tour that we booked (1.5hrs Muir Woods + 1.5 hrs Sausalito). When I brought this to their attention, they refused to give me a refund. Very unprofessional and dishonest. Whatever you do, just avoid them. Or book them if you want your trip ruined without even a refund.

Terrible tour company! We canceled the reservation as soon as we find out that we're not able to board on plane due to Covid. We asked them to cancel the reservation and provide a refund. Of course they denied our request stating that you need to cancel within 24 hours in advance. We didn't know 24hrs ago that we will be sick and won't be able to board on the plane.Travel agencies should be more lenient and understand during this difficult travel time impacted by Covid. They should be more thankful and work with people like us who still traveling and pay their bills despite travel complications and restrictions!