GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.30

1.3 Rating 254 Reviews

7 %

of reviewers recommend GetYourGuide

Company Reviews

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Metrics

1.3

Based on 254 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

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GetYourGuide 1 star review on 13th November 2024

Miss Alison Carroll

GetYourGuide 3 star review on 7th November 2024

Anonymous

Anonymous // 01/01/2019

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“I used GetYourGuide two times during my recent European trip and can compare it with similar services, such as Viator, Tiqets, and Headout, that I also used during this trip. I found GetYourGuide to be rather subpar. First, their tour guides were the least interested in their audience. It seems that GetYour Guide works with the least experienced local agencies. Also, their Customer Service is hardly accommodative at all. I contacted them multiple times, due to the double booking that happened when the communication line got frozen. They declined to cancel the second booking and insisted on a voucher instead. They could not even figure out the duration of this voucher. I had to correct 3 different associates who misread their own policy. The overall impression was that Customer Service was there only to deflect any critique.”

Helpful Report

Posted 22 hours ago

“My wife and I scheduled a private guide in Marrakech for our first day in Morocco. We waited for the guide to show up and after not showing we contacted Get Your Guide. They reached out to the guide and then informed us that the guide was canceling on us. My disappointment with Get Your Guide came the day after when I wanted to leave a review on their platform warning others about this guide and their cancelation on us after the scheduled meet up time and could not. This tells me that a review of a guide that does not show up reflects poorly on Get Your Guide’s vetting process therefore they don’t let you leave reviews like that. It’s hard to trust a platform when there is no true transparency with the service they provide. It made the first day of our vacation extremely stressful having to find our way around a city we thought we’d have a guide for. Going to use Viator from now on as we’ve never had any issues with them.”

Helpful Report

Posted 2 days ago

“Purchased 2 admission tickets to the Museum of Anthropology for Mexico City for $24USD. The supplier is Amigo Tours LATAM. I was charged 2 days prior with QR code and instructions. Upon my check in with instructions and QR code to enter the museum, the museum DOES NOT partner with GetYourGuide or with Amigo Tours, so the QR code WAS NOT ACCEPTED. Had to repurchased admission tickets to enter. Get this! The total admission for 2 is $9.24 USD! Now back home trying to dispute the $24USD charge has been a nightmare. I got scammed! Will never use GetYourGuide again!”

Helpful Report

Posted 6 days ago

“We booked for 2 person on Sun, Oct 27 Paris: Discover Paris by Night in a Vintage Car with a Local! Ther lady driver was late for more than 40 mins , our hotel Concierge guy helped us to call the company but can’t do anything about it ! To our understanding we paid for a local to bring us n explain to us about beautiful Paris … end up we were just sitting in the car and the whole thing ended in an hour! I wanted to go Lourve to see the night view fr the road side but she said she can’t do it ! Then she sent us back to Maison Hotel Le Ponuf which is only 3 mins drive fr Louvre! We really disappointed and it wasn’t worth the $$ we have paid !!”

Helpful Report

Posted 1 week ago

“Dreadful company Sold as phuket elephant sanctuary, DO NOT BE FOOLED. It is intact bukit elephant park..... Lies after more lies No refund, after being told i could have one, despite mis selling a trip. PayPal involved now. Never again”

Helpful Report

Posted 1 week ago

“two different occasions they take my money and the guide was given my information and a complete waste of time and money and can almost ruin one's vacation. The real kicker is when they won't refund your money for over 2 weeks after taking it. This company is scamming others by using tour guides.”

Helpful Report

Posted 1 week ago

“This company will bait you buy offering experiences that you google but then when you go to buy for these experiences give you something else. After being tricked into buying a ticket I’m not interested in and contacting them within ten minutes of the purchase they simply tell me no refunds. I will never touch this company again.”

Helpful Report

Posted 1 week ago

“Payment Cards Are Not Secure In The Account I am writing this review to make others aware that they should not link a payment card to their GetYourGuide account. This company has not got the relevant security features in place to keep your payment card from being used for fraudulent transactions in the case someone gains access to your account. I woke up this morning to find four fraudulent transactions made from my GetYourGuide account to the same tour company for various numbers of tickets totalling £420. The saved card in my account had been used and no security measures had been triggered asking me to confirm I was the one making the transactions despite the log in not being from a known device. Each of the transactions had then immediately been cancelled, and had been refunded as store credit instead of being refunded back to my payment card. It is unclear whether the cancellations were automated or done by the fraudster? On waking up and discovering this I immediately changed my account password within the app and removed the payment card to stop any further fraudulent transactions being made. Next I used the app's help chat to raise the issue with their team and ask for support in getting the fraudulent charges refunded to the original payment card. I was advised that they would raise the issue with the relevant internal team. Within minutes an insufficient stock response replied to my email saying that they won't look into it further or action the required refund. I deem this entirely unsatisfactory. Finally I contacted American Express to make them aware of the fraudulent charges and seek their advice on the next steps which include escalating the issue to a formal fraud claim. My expectation was that your fraud team would be able to see the quick succession of ticket purchases and cancellations mark these transactions out as suspicious, and track the IP address from which the orders came. However, I'm now not even sure if fraud on your platform is being escalated correctly, yet alone having the correct security implementations in place to stop it. I have now seen many similar experiences online. My expectation is the following: Any store credit codes created as part of the cancellation refund process are revoked immediately. If that store credit code has already been used, those bookings are cancelled and the account that used them suspended alongside a criminal investigation. The refunds are returned to my payment card I do not accept that GetYourGuide cannot refund the money taken from my credit card - a full refund is the minimum I expect. I would also like to see a thorough investigation to make sure this scam is not perpetrated against anyone else via the platform. I will update this review with any relevant information regarding how the issue is handled by GetYourGuide.”

Helpful Report

Posted 1 week ago

“I have been using GYG for a number of years without issues. Last week (31 Oct ‘24) I booked a day trip. The provider cancelled 2hours before departure. No time to book anything else. Offer to take the trip the following day but we were moving to next location on our holiday. GYG is going to refund on 15 Nov. Outrageous behaviour. Wholly unsatisfactory.”

Helpful Report

Posted 2 weeks ago

“This (Broker) is a big scam broker, I paid a huge amount of $73,650 which was originally $81,000 in bitcoin,They persuaded me, into putting more of my hard earned money with all hope to get profits in return, they won't allow me to withdrawal my investment. All because all they wanted is to steal my money. I got advised to go ahead to file a refund case against them, which to my greatest surprise was able to withdraw my money, it was ( alexivictimhelps @ mail . com ) and his team of recovery experts, they were able to assist me to withdraw of my money, and restore my funds, they are responsive, you can reach out to him for help also,I guess am not the only one who has fallen victim, people might need this information”

Helpful Report

Posted 3 weeks ago

“Je betaalt meer dan het dubbele voor een ticket. Dit noem ik oplichting! Mesquita Cordoba €13. Je betaalt voor 2 tickets €48. Trap er niet in!”

Helpful Report

Posted 3 weeks ago

“Con and total ripoff merchants. Do not but anything from this shoddy company. Qr bought a ticket, turned up on the right day to be told it's invalid. Please tell everyone not to use them, it's the only way we all avoid scammers.”

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Posted 3 weeks ago

“Scam! Description ad misleading, description: "the boat stops at Pak Ou Cave (entrance fee included)". On location I get a regular ticket with no visit cave and no extras. My cost €70 while regular boat ticket is €18. In short: scam and do not book through this agency if you do not want to pay unnecessary money to the middleman.”

Helpful Report

Posted 3 weeks ago

“I am supplier of get your guide. We have been working with this company for almost 1 year. . We were very strugle to run our our busines, because the they take almost 35% of every our booking. You can imagine guys, what we have got for 1 year. Closely NOTHING. . And now they suddenly deactivate our account without any warning. So shame with tou GET YOUR GUIDE. . for you guyss, stop using this company. They are overprice, poor system. Try to find reliable tour company.”

Helpful Report

Posted 1 month ago

“Customer service is poor. Constantly blocking cards because they state ‘system had negative response’ and ‘bank blocked card’ - even though many conversations with bank stating that is not the case. Therefore unable to book or pay for tours. Communicating with them was unhelpful as often just get a generic email back. Will never use ever again, caused more hassle than it’s worth.”

Helpful Report

Posted 1 month ago

“I reported to the company a fraud transaction done on my debit card with all evidence. Surprisingly the company social media team showed a very poor repsonse and refused to do the refund. It was unexpected and not acceptable. I sent screeenshot of the transaction, even then they refused. So I guess, it is not a genuine company. No wonder why so many negative reviews are there. If any responsible authority from the company sees my review, I look forward to get some positive repsonse by them.”

Helpful Report

Posted 1 month ago

“Payment System Error and horrible customer service There was a problem during the payment process and I was stuck without seeing any confirmation page that my payment was approved. I checked my bank account and email, there was no email or money withdrawal from the account. So I asked my friend to do the reservation and she was able to make a reservation quickly. Afterwards I received a confirmation email 5 minutes later, and I saw that the money was withdrawn from my bank account, meaning we got a double reservation. We called immediately to cancel, but GetYourGuide said they can not refund the ticket because it was purchased within the last 24 hours. I didn't ask for a refund with any excuse, they didn't refund it even in a situation caused by an error in their system. I contacted my bank, Ideal and service provider Adyen. Although it appears/ proofs in the system that the payment is delayed, they don't accept to make a refund. After the proofs that i provided GetYourGuide said that they will escalate and investigate but reject my request with a standard message. They have very bad customer service.”

Helpful Report

Posted 1 month ago

“We mistakenly booked the Hop on Hop off bus in Cape Town and having realized the error, we booked the tour to Cape Point (which was done straight away as we would otherwise be likely to miss out the following day) and then attempted to have the Hop on Hop off bus refunded. They would not refund it because it was within the 24 hour period. The booking was also done within the 24 hour period and they still got our custom for the Cape Point tour. A very ungracious company of thieves. DO NOT USE THEM!”

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Posted 1 month ago

“Never again. 11 Euros fees for 2 tickets which costs together 24 Euros....”

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Posted 1 month ago

“Not a genuine company. A fraud trasaction was done on my debit card in fovour of GetYourGuide (EUR 158.35). I immediately blocked the card and contacted the company with all the evidence. They refused to refund the amount. It means they have concern only of the money coming to them. On the other side, a UK company quickly did the investigation and refunded the money. No wonder why their star rating is so low and so many negative remarks can be seen while star rating for UK company is amazing.”

Helpful Report

Posted 1 month ago

GetYourGuide is rated 1.3 based on 254 reviews