GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.31

1.3 Rating 281 Reviews

7 %

of reviewers recommend GetYourGuide

Company Reviews

Questions

Metrics

1.3

Based on 281 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

Visit Website

Write Your review

Tell us how GetYourGuide made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I purchased a tour of the colosseum months in advance for nearly $400. Within 2 minutes of purchase, I realized that with the international time change, I had selected the wrong date. I immediately called getyourguide Requesting a date change, not a refund just simply changing it to the next day. I also sent an email to the merchant, they both refused to be flexible at all. I can understand if I had waited days or even hours to notice my mistake, but 2 minutes? My large family travels very frequently and will NEVER use getyourguide again.”

Helpful Report

Posted 7 months ago

“Nothing more than a middle man, wash their hands of anything further planning or information once they have your money. Their resolution for issues is " cancel for a refund " Really useful when you have planned and booked a trip while on holiday. Sold a trip that we were informed by our Hotel was illegal for tourists to do as per government instructions. Book direct with a legitimate operator and save yourself the stress of dealing with GYG.”

Helpful Report

Posted 7 months ago

“It’s a scam - doesn’t allow you to get passed question 2 Customer services wouldn’t help either and said we didn’t qualify for a refund….”

Helpful Report

Posted 8 months ago

“Via Get your guide zijn we in contact gebracht met Esiness, Parga, Griekenland. Fantastisch dag gehad met chauffeur Dimitri en Nederlands gids Yvonne. Jammer dat we geen tijd meer hadden voor andere excursies. Echt voor herhaling vatbaar.”

Helpful Report

Posted 8 months ago

“Basically, they have no guides whatsoever, just drivers. In Greece you need to be a licensed guide to enter archaeological sites and museums. They have no licensed guides and the private tours are garbage.”

Helpful Report

Posted 8 months ago

“Stay away from Get your guide! We had a tour scheduled for Parc Guell in Barcelona. Unfortunately google maps took us to the wrong entrance and we arrived a few minutes late. We understand rescheduling was only an option pending availability so we contacted the agency to the number provided and were told they would let us know if there was an option for a later tour. No response for 2 hours. So in addition to losing our tour, we wasted 2 more hours of our day waiting for a response that never came. You’re better off purchasing your ticket directly with the Parc Guell ticket office. We found other people in the same situation and no response!”

Helpful Report

Posted 8 months ago

“SCAM!! Don’t get anything from them!”

Helpful Report

Posted 8 months ago

“I was partially reimbursed, given that it was their exclusive fault. I made the reservation under certain conditions, or they did not respect these conditions. I was forced to cancel the reservation, because they did not offer me a viable option. After that they gave me back only 81% of money, because this their policy. I am very disappointed.”

Helpful Report

Posted 8 months ago

“They are really a bad company please do not buy anything with them as their tickets were false! I have bought tickets with them at a good price! But the tickets did not worked and I had to buy new (way more expensive ) tickets at the entrance! I was lucky that the Tokio skytree was willing to be flexible other wise I would had to wait for hours for my entrance And from GetYourGuide: nothing no help on the day it self, no after care I was transferred to the care department But they do not care! I have send several e-mails but they do not even reply!”

Helpful Report

Posted 8 months ago

“Not only we overpaid but there was no guide. Lad walked us to the queue and left us. He did not even turned around to check if we followed him as he was too busy on his phone. It is nothing else but a SACM”

Helpful Report

Posted 8 months ago

“We are not as excited about being on their platform. We own a Tour company in Texas. And so far- we started almost 3 weeks ago now working on getting our tour offerings on their platform. -No phone number to call -Not addressing our concerns via email. Only response about connectivity was that they did say the issue was on their side. -They take 25%. You would think they would at least have a phone number to call.”

Helpful Report

Posted 8 months ago

“Wonderful tour to Armenia from Tbilisi. Guide was excellent and lunch was the best meal we had on our 2 week trip.”

Helpful Report

Posted 8 months ago

“We booked a Grand Canyon helicopter tour— - but SURPRISE!! Not really!! I called helicopter company and they said they had nothing for that day and time!! Lesson: avoid these booking apps! IMO, GYG = :-(.”

Helpful Report

Posted 8 months ago

“We booked a tour to Delphi, Greece which we had to cancel two days before due to delayed flights. Sent an email that we needed to cancel and within a few days we were credited the full amount. We were so happy with these results. Thank you for refunding the full amount. Will definitely book with this company again. Great customer service.”

Helpful Report

Posted 8 months ago

“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.”

Helpful Report

Posted 8 months ago

“I booked a tour via "Get your Guide" for 16th May 9 am, which got cancelled by 15th May after 8 pm, and get your guide have stringent cancellation policy as customers have to cancel before 24 hours to get full refund, but if the cancellation happened from the provider's side, they don't even bother to book us for the same tour from another provider. And, surprisingly, I received a message from the Albanian bus provider that it had been cancelled due to a lack of bookings, as well as an email stating that it had been cancelled due to bad weather, which contradicts the whatsapp message I received, and the Albanian bus team requested to book with another provider for the same tour.So my question is, would another provider and their clients not be impacted by the severe weather? And when I asked "Get your guide"team to schedule the same tour with a different provider, they completely refused I made it very apparent to"Get your guide team that I needed my same amount money back, and they were requesting bank statements, screenshots, and bank messages. So please confirm again before making reservations for the Albanian bus and "Get your guide".”

Helpful Report

Posted 8 months ago

“The worst intermediary agency in the world! RUN!!. In the last month, they ruined my trip to Rome and Krakow because they canceled / changed the trips 12 hours before the appointment even though the reservations were made a long time ago. I'm not kidding, and what's worse, they don't even care because their customer policy is terrible. Those poor people who are working there - it's not easy for them.”

Helpful Report

Posted 8 months ago

“Booked a guide for Sintra, Portugal. After endlessly looking and waiting for our guide to show up…. Only when I contacted the company did they say no one was going to show up. They had my contact info so could have informed us and not wasted our precious holiday time.. Since we then needed a last minute booking, we paid way more than intended upon. I highly suggest you DO NOT USE THIS company.”

Helpful Report

Posted 8 months ago

“They had a hidden condition that was not highlighted to arrive at an earlier time. Be careful they will keep hidden conditions and waste your money if you don't read everything.”

Helpful Report

Posted 8 months ago

“Stay way - I accidentally made a booking which had "hidden" terms on their webpage that you had to click more and open another page to see them, requested cancellation and refund within of 20' of my payment and they denied. A waste of money and time”

Helpful Report

Posted 8 months ago

GetYourGuide is rated 1.3 based on 281 reviews