GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.36

1.4 Rating 311 Reviews

8 %

of reviewers recommend GetYourGuide

Company Reviews

Questions

Metrics

1.4

Based on 311 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Wrote to them with an issue and got zero response”

Helpful Report

Posted 8 months ago

“We brought a ticket and were not informed we had to exchange for voucher. Our ticket did not give us the name of the office to exchange voucher, we walked around for 1 hour trying to find the office to exchange Then had to Forego ticket as we were late Very confusing and NOT informative Would not recommend this company! We lost $227 aud”

Helpful Report

Posted 8 months ago

“I tried to book a tour at the last minute by using my cell phone. When I got to GYG payment page, there was no gift card option to click. Then I chatted with an GYG agent/Pearl on the same website. She didn’t give me any suggestion, just connected me with JustAnswer. Per JustAnswer: click GYG Contact Us, add the booking reference and fill out the form, to request using my gift card for this order. In order to get a booking reference, I had to book the tour without using my gift card, with the understanding that I could get my charged deducted by GYG honoring the gift card per JustAnswer’s suggestion. Then I talked with a GYG agent Romel. He said by using a cell phone for order, I would get limited detail on GYG website compare to using a PC. There was no gift card option on the payment section like on PC. Cell phone user had to go to the order summary. Under the activity (tour), there’s a small scroll down arrow. If I had clicked it, the gift card option would popped up. Why GYG didn’t show the gift card option on the payment page along with other credit cards? Why Pearl didn’t tell me about this when I asked for help? There were at least 10 emails from GYG. I spent hours working with different agents during my vacation. When I asked why per Pearl’s chat that JustAnswer’s $5 was refundable? One GYG email replied: you would be refunded a membership charge of $30. I didn’t even ask for a JustAnswer membership! After providing all the screenshots from the chats, GYG agents gave me all kinds of excuse. One email said that GYG was not connected to or authorized to use JustAnswer, contrary to the prior email telling me about $30 refundable membership; denied the chat agent was even a GYG employee, “in order to protect the activity provider and other customers, we couldn’t honor your gift card”….it was appalling! How honoring my gift card would harm the activity provider and other customers? I spent hours talking to & emailing GYG. Their emails were mostly with the same “copy and paste” answers, and other but ridiculous reason why they wouldn’t honor my gift card. GYG repeatedly said that I could use the gift card in the future. This was my first order which ended up a mess, why should I book thru GYG again? GYG’s cell phone website for gift card was not transparent (they just want to sell gift cards but don’t want customers to use?); Customer Care was incompetent, misleading, dishonest and uncooperative. You may have good experience working with GYG, like my son did. If you have a problem, don’t expect GYG will own up to their mistake and do the right thing for customers. Wish I give GYG a zero star!”

GetYourGuide 1 star review on 9th August 2024

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Posted 8 months ago

“I booked tickets for a tour of Teatro Colon in Buenos Aires. I followed the instructions, recieved tickets with a QR Code as instructed. When we turned up the ticket collector said I had to go to the theatre ticket office & get them converted. They fortunately let me skip the queue but the ticket office told me they did not recognise the tickets & I woukd have to purchase new ones directly from the theatre. They were considerably cheaper & when I contacted GetYourGuide to tell them & request a refund they said they couldn't do that as they could see that the tickets they sent me had not been scanned. I explained that they weren't scanned as were apparently not valid & I sent photo of the actual tickets I had to purchase for the same tour. Have heard absolutely nothing for 5 days. Would have to say do not use this company as seems like a complete scam.”

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Posted 8 months ago

“They will steel your money”

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Posted 8 months ago

“I’ve reserved a sunset cruise at Chicago river months ahead for my mom’s birthday and they wrote me they won’t hold it 12 days before the cruise. Right now all other sunset time cruises are booked. They offered a 5pm or a 8pm instead, missing the sunset with both options. I asked for a refund since I don’t trust them to schedule a different time under risk they will cancel again. Wouldn’t trust them to plan something special ahead. So sorry my mom who is traveling from abroad will have to miss the sunset she was looking forward to.”

Helpful Report

Posted 8 months ago

“I tried to order from my cell phone, within 14hrs of a trip, but the getyourguide website wouldn’t let me use a $200 gift card. I asked Pearl Wilson at Getyourguide chat for help. She told me to contact Just Answer which’s fully refundable (I saved the screenshot of the chat). Just Answer told me to get a reference #. In order to get a reference, I had to place the order without using the gift card. Then I called getyourguide. Romel told me he couldn’t cancel due to its less than 24hr to the trip, no supervisor’s available to credit $200, I had to call back after one hour, hopefully by that time a supervisor had responded to my request. After calling back again, I get the same answers like Romel’s. This is a very unhelpful, misleading and dishonest company to deal with.”

Helpful Report

Posted 8 months ago

“Total scam! My reponse to GetYourGuide after failing to get a refund after they changed my tour time to something earlier in the day which I could not make. I have kept all their hopeless correspondence if required. Please read. “ Get your guide is an unscrupulous organisation that steals from its customers and hides behind policies that are completely made up to suit itself. To change a “sunset” tour to the middle of the afternoon and hide behind a policy that some bureaucrat has cooked up is deceptive! What if I was in a train coming in to Rome after the newly updated time was determined, and hiding behind the feeble excuse of your business having “ticketing issues”, I’d call that manipulative and unconscionable. I will now go online every week and alert future travellers of these deceptive practices.””

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Posted 8 months ago

“Planned trip to mt fuji and the guide never showed up We were planing our trip to mt. Fuji on our last day in Japan. At first we thought was a scam. We got our confirmation ticket by e-mail the day before. We met up at the meeting point at scheduled time. Our guide never showed up. We tried calling the number given to us, but the number provided to us was not in use. So, after a while we contacted the customer support which also tried calling with no success. They were helpful, but couldn't really do anything about it than offering a refund (which is the least of the problem). First time we booked through this company and this would be the last for sure.”

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Posted 8 months ago

“Awful customer service. Tours vary and they don’t care if yours is good, they just take your money and run! AVOID AT ALL COSTS”

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Posted 8 months ago

“well I've purchased 3 days at the park first 2 days for 261 for four of us and 3rd day pay around 346£ for same-day entry to both parks as it says on description it turns up it was only 1 park disappointment this company avoid this company. imagine two childrens disappointed at the door because of QR code not allowed them to enter as there was small print so I've paid extra for nothing no refund on the difference or help towards solving the issue”

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Posted 8 months ago

“On a cruise and we were going to be delayed into an Iceland port. When I got online, Get Your Guide knew about the change and modified our time to accommodate the delay which was wonderful. Later that day, due to weather the port was canceled. Upon contacting customer service was told, too bad it’s within the 24 hours. If you knew we were going to be delayed, you also knew the stop was canceled. So now, we have to try and use our travel insurance when this could have easily been avoided.”

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Posted 8 months ago

“An extremely bad experience!! I booked and paid with my husband an one day tour to Auschwitz, they changed the departure time without informing me and they now deny refunding saying they informed!!”

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Posted 8 months ago

“Stay away from them!! They deceived us!! We had booked a day tour to Aushwitz and they changed the departure time without informing us!!! They claim that they sent an email and an SMS but they never did!! To our complaints they refuse to refund our money and what's more they blocked us from writing our review to their official page!!”

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Posted 8 months ago

“Bad experience of being abandoned by the guide : Two of us were in a guided Westminster walking tour with a guide by name Brandon. At Buckingham palace, the guide disappeared along with the group. There was no way to contact him or Get your Guide company as no phone numbers, email or contact information provided. We had a terrible experience finding our way around without a guide. Total waste of money and a bad experience. Please ensure that the guides are more considerate towards foreign tourists. We spend thousands of pounds to visit places but this kind of experience leaves a bad taste about Get your Guide company.”

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Posted 8 months ago

“We booked an excursion in Iceland. Our meeting time was at 9:00 at the end of the pier. Our ship arrived at 8:00 and started letting passengers off at 8:41. We were at the meeting point by 8:50. We called at 9:20 saying no one picked us up! They said they were there at 8:30 and since no one was there they left! They left BEFORE our meeting time!!!!! They won’t give us our money back!!!! We will not be using GetYourGuide in the future!”

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Posted 8 months ago

“Be careful not to be scammed here in Dubai. I booked tickets for the Dolphin and Seal show. When I got to the counter for ticket control, they said sorry you have to go to the next counter, I asked why? they explained to me that the ticket does not apply to dolphin & seal, They are for the Exotic Bird show. only to have done nothing but simply take advantage of the one opportunity since we were due to travel back to our home countries the next day. they have ruined our trip. No answer on phon. After I got home, I tried to understand what has happened here. I found that they have shown me Dolphon & Seal show ticket in large print, and photo beside, but in small print Exotic Bird show. I am attaching a picture of my order for you to see, and be careful not to be scammed here in Dubai.”

GetYourGuide 1 star review on 23rd July 2024

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Posted 8 months ago

“NEVER NEVER book a tour with this “company”!!!! I booked a tour in Corpus Christi and they said I was not registered!! THEY STOLE my money.. SCAMMERS.. STAY Away from these thieves😡😡”

Helpful Report

Posted 8 months ago

“Terrible Experience for a Family-Owned Business We are a family-owned business, and our experience with Get Your Guide has been extremely disappointing. Despite their promises of an easy setup, we encountered numerous issues that have significantly impacted our operations. Incorrect Information Posted: Get Your Guide posted incorrect information about our services on their platform. This has caused confusion among our clients and damaged our reputation. Booking System Issues: They set up our booking system incorrectly, failing to notify us of incoming clients. This led to numerous scheduling conflicts and unhappy customers, and they did not inform us about these problems. Poor Communication: Their team has repeatedly ghosted us when we tried to reach out for support. We have been left in the dark with no assistance to resolve the issues. No Payments Received: We have not received any payments for the clients they sent our way. This lack of transparency and accountability has been frustrating and financially damaging. Higher Commissions Than Agreed: To make matters worse, they took a larger commission than originally agreed upon. This unexpected increase has further strained our financial resources. Overall, we strongly advise other businesses to avoid using Get Your Guide. Their poor service and lack of support have been a major setback for us.”

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Posted 8 months ago

“Scammers. Selling vouchers that cannot be redeemed (e.g. Sentosa Cablecar in Singapore). Customer service does not reply.”

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Posted 8 months ago

GetYourGuide is rated 1.4 based on 311 reviews