Try to avoid GetYourGuide unless you really have to. I’ve booked several attractions with them, and everything was fine until well, it wasn’t. I’ve bought 4 tickets to Colosseum in Italy trough getyourguide app and I’ve never received them. I was there (exactly where GPS lead me) looking for the place to collect the tickets, tried to call the activity provider, but he’s nowhere to be found and phone is just ringing. Apart from this situation, being stressful and having an impact on the rest of the holidays I was trying to stay cool, after all I’ve booked it through GetYourGuide.I thought I will just reach out to their support to help me resolve this. The initial contact was good, I thought they got this under control and refund is just a matter of time. And oh my god it is the worst experience in customer service I had in a long time. They contacted me the same day and decline my request for a full refund stating that: “it clearly states that it's essential for you to arrive at the meeting point 20 minutes before your chosen start time to secure your slot and you have booked for the 10:00 AM slot” (Tickets to the Colosseum can be used only at specific time, mine was 10am). Well, my complain is not about the Colosseum, it’s that I never received the tickets to get there. Surely just a misunderstanding which we can clear in no time right? Well, no, I’ve spent next 3 days of my holidays exchanging emails back and forth trying to explain what the issues was without any luck. They kept saying that “We tried to inform the activity provider regarding your concern but they declined our request.”. So, I’ve asked them to give me the activity provider data and their conversation with him so I can understand what their point of view is. Here’s where GetYourGuide went silent, no response, no follow up, nothing. After 30 days I’ve contacted them again, and they just keep sending generic messages about how sorry they are. Finally, I decided it time to use some 3rd party institution to resolve this, left without option to pursue activity provider (GetYourGuide didn’t deliver provider info) I decided I will create a case on the ODR (it’s a European Union platform which allows to resolve issues like this without court). This is voluntary, both parties must agree to participate, and guess what? GetYourGuide just ghosted me, despite my numerous attempts asking them to participate so we can get a second pair of eyes. It's been 90 days, I don’t have refund, customer service just keeps sending generic messages/don’t respond at all, they refuse to participate in any of the 3rd party dispute resolution organizations. For a company that greets you on the website with “Travel memories you'll never forget”. I will certainly not forget that one. Don’t use GetYourGuide unless you really have to.