GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.31

1.3 Rating 283 Reviews

7 %

of reviewers recommend GetYourGuide

Company Reviews

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Metrics

1.3

Based on 283 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 January 2025

Wayne

GetYourGuide 1 star review on 11th January 2025

Anonymous

GetYourGuide 1 star review on 3rd January 2025

Anonymous

Anonymous // 01/01/2019

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“DO NOT USE THIS SERVICE The London based Churchill Warroom museum experience is wonderful but PLEASE NOTE…..only book your tickets directly from the museum website and NOT thru a third party guide service….especially the GetYourGuide organization! We did and we are hurting for it!! Above and beyond being overly rigid there’s absolutely no value added as the museum visit is a self guided tour with audio and does NOT need a guide. Th GetYourGuide is only a rigid money-grab option for the unwary. Our London Underground train had issues and delayed our arrival at the prescribed meeting point by 5 minutes. I used the mandatory GetYourGuide app to communicate in advance that we would be delayed by 5 minutes (email and chat service) in order to provide confirmation that we were on our way and definitely going to arrive. The email response I received immediately indicated that ‘high volumes’ would cause up to a 48 hr delay in responding. Then I used the online automated chat service which was obviously not a real person….by the time I got through to a real attendant it was after the meeting time and here’s where it gets even more awful. GetYourGuide has a policy that if you are late you may miss your scheduled visit slot….and you have to rebook another time. Despite making concerted efforts to communicate in advance….the attendant was : A). Unwilling to contact the guide to coordinate a new meeting place (or couldn’t because it’s a outsourced support service) B) unwilling to rebook our visit C) unwilling to provide a refund…..and was rigid/inflexible in enforcing a policy that could easily have been managed more flexibly Simply put….GetYourGuide offers a needless and expensive service that amounts to a money grab. They outsource to independent guides and support services that leave the customer without any direct means of recourse or opportunity to find workable solutions. In the end we went directly to the museum, stood in line and bought duplicate tickets for 1/3 of the price we had paid to GetYourGuide Great museum tour but terrible experience with GetYourGuide. We learned a lesson with this one!!”

Helpful Report

Posted 1 year ago

“Booked a tour with getyourguide while my family and I were in Greece in August 2023. The pick up time was scheduled for shortly after 8am but the tour company changed it to 6:40am late the night before. We could not make that time and requested cancellation and refund. They agreed to cancel and refund but have not responded to follow up messages regarding the refund. They gave me excuses about their finance department looking into it, but that was weeks ago. Beware that they may scam you out of money if you try to cancel!”

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Posted 1 year ago

“I booked a Corinth tour starting from Athens. Tickets and email showed the pickup time at 8am. We went there at 7:48 but the coach didn't show up. Chat with their representative and got the answer that the bus went there at 7:35. They refused to reschedule nor refund. So my money gone without service. I am curious this travel agency is in business.”

Helpful Report

Posted 1 year ago

“Overpriced, they rip off the "Guides" These guys are sneaky tricksters who charge well over 30% more than what you should pay. My advice is search a little harder and find the actual provider online OR book, contact direct and then cancel once you have the information you need. Don't trust get your guide with a barge pole. As a "guide", they agreed to take 25% commission which as never great but this month, they have just added on a big fat fee for when they pay out -which is normally a full month later! They never even consulted me when they started to charge this, I only saw it when I got paid. The reason "it is mutually beneficial" even though they admitted they did not consult any suppliers before hand! This meant I lost 38% of my August (peak season) earnings to them!!!”

Helpful Report

Posted 1 year ago

“I booked the tour "From Krakow: Auschwitz-Birkenau Guided Tour" and mentioned that my preferred pickup time was 9:00. It was mentioned in the tour description that the "pickup time may change (possible start of the tour between 6:00 AM and 1:30 PM)". I could cancel the tour 24 hours before the start time, so my expectation was that I would receive the confirmation some hours beyond the 24-hour period. However, at 8:19, on August 15, I received a message from Cracow Local Tours, stating that the time was 6:25. I replied that, due to logistical constraints, I could not attend at that hour and asked for alternatives. Since there was no flexibility to accommodate my request, I contacted Get Your Guide for support. They called the provider, but later told me that no one answered. I was also denied a refund. This was a horrible customer service experience and a demonstration of two companies acting in bad faith, without any empathy or professionalism. I will never be their customer and will encourage everyone I know to do the same.”

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Posted 1 year ago

“They will rip you off ! Don’t use this service ever !”

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Posted 1 year ago

“great walk with Hugo in Bordeaux - really interesting and informative.”

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Posted 1 year ago

“Purchased a Cinque Terre tour on 8/28/2023. We were supposed to see Manarola, take a boat to Monterosso and then return home. That day the weather was bad and expected/publicized everywhere that will be bad. But we were told that other than taking a train ride from Monarola to Monterosso everything will be fine. We walked down a steep hill, in the rain to the entrance in Manarola only to be stopped by police. After almost an hour of waiting were told that Manarola is closed to tourist due to weather but if we go to La Spezia we can take the train to Monterosso. WE walked 10 min through torrential rain and flooded streets to get to the train station, Went to Monterosso only to be turned down again by the police. Waited another 1 h to be told that the Cinque Terre towns posted on line that they are closed for tourists groups but our tour operator did not know. Strangely enough there was no other tour in the same situation. So here we were at 3:30 pm totally wet, hungry, without seeing any of the things we were supposed to see turning back to Milano. My husband got sick the next day, another lady fell and sprained her ankle during the "tour". I asked for refund but given only partial refund. They should have known the situation and either cancel the tour upfront or return to Milano after the first leg of the trip. I never had such a bad and dangerous experience and will never use them again. And they dare to e-mail me back that they have to make sure that they protect their providers and customers!!! they certainly did not protect us. DO NOT BOOK through them ever.”

Helpful Report

Posted 1 year ago

“We booked an afternoon tour with Get Your Guide in Niagara Falls Canada. The web site said we would be picked up at our hotel at 2pm. The confirmation said we'd be picked up at 3pm. After several attempts to call them and verify the time, with no response to our voice messages, we left a last voice message to cancel. It has been over 5 weeks that I have been trying to get a refund. last week I received an email stating they would credit my card. today I called to find out where the refund is and was told it was rejected and my issue will be escalated to the finance department.”

Helpful Report

Posted 1 year ago

“I booked the tour Zingaro Riserve and Scopello Boat Tour with Lunch from Trapani online with GetYourGuide. On the website there was written that transport was provided from Trapani to San Vito Lo Capo for an extra fee of EUR20. On the 21st August 2023 we were at the meeting point 30 mins before but the transport never showed up and if it weren't for a very good taxi driver who took us to San Vito Lo Capo we would have missed the boat tour. We were a group of 4 and we had planned to pay EUR20 each to go to San Vito Lo Capo as there was written in the booking. However we ended up paying €150 for both ways instead of EUR80 (€20 each) as there was written when I made the booking. On the day I started calling Egadi Navigazione from 09:30 to inform them that we were not picked up from Trapani. At first they told me that they sent me and email and that they even called me to tell me that there was a problem with transport and I had to find my own means of transport. This was not true. When we arrived at San Vito lo Capo they didn't even have our names. I even tried to contact GetYourGuude on the app but to no avail. When I returned back from my holiday I made an official complaint to GetYourGuide by writing them an email to ask for a reimbursement for the extra money we paid for the taxi. The answer was that I should contact Egadi Navigazione because they were the ones who failed to provide me with transport. I wrote back telling them that I made the booking through GetYourGuide and not Egadi Navigazione. Do not book the tour Zingaro Riserve and Scopello Boat Tour with Lunch from Trapani with GetYourGuide. The transport from Trapani to San Vito lo Capo is a gimmick as they don't really send someone yo pick you up from Trapani. Date of experience: August 21, 2023”

GetYourGuide 1 star review on 27th August 2023

Helpful Report

Posted 1 year ago

“NOTICE: avoid they don’t solve things just this is not GetYourGuide is GetYourMoney Unfortunately, this booking platform doesn't cater for customers. avoid making bookings through GetYourGuide, because if something goes wrong and you need to contact the actual service provider, they won't be able to help. GYG provides wrong contact numbers and when you use ASS they don't resolve it and always return the blame to the user. I booked a visit and had an unforeseen event 30 minutes before the start I tried to contact them by all means, including GYG's ASS and nothing. I couldn't go on the tour, and I could have done it, it was on foot. Now the GYG ASS informs me that I should have cancelled 24 hours before, as if I had known then that I was going to have an unforeseen event 30 minutes before, it would have been enough to make a functional telephone contact directly to the provider and everything would have been resolved. Incompetente.”

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Posted 1 year ago

“STAY AWAY!! AVOID AT ALL COST!!!! DO NOT GIVE REFUNDS!!! PLEASE DONT BOOK I PROMISE YOU WILL BE SORRY! HIGHLY DISSAPOINTED WITH THIS SCAM OF A SO CALLED "COMPANY"”

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Posted 1 year ago

“If I could give 0 stars review I would. BUYER BEWARE!! Merchant uses bait and switch marketing tactics to attract business to their product titles which are misleading. Tried the service once and will less than desirable experience. Gave them another chance and it was even worse.”

GetYourGuide 1 star review on 15th August 2023

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Posted 1 year ago

“Do not trust this company. We booked a private tour of the Vatican for June 26, 2023. But the night before we were told through email that the tour was suddenly cancelled. There was no explanation. This tour was to be the highlight of our trip to Rome. We tried to find another Vatican tour, but the concierge at our hotel said everything was sold out. We will never again trust Get Your Guide to find us a guide anywhere.”

Helpful Report

Posted 1 year ago

“My flight / holiday to Venice was cancelled by the airline. Whilst I got my money back for that, GetYourGuide refused to even give me a voucher for all of the activities I had booked through them. I lost a lot of money. Their refund policy stinks.”

Helpful Report

Posted 1 year ago

“I am very disappointed by Get Your Guide and this special plans group. I booked my tour in April to purchase tickets for a June 17 morning Alhambra tour. My family of 8 with 4 senior citizens including a 79 year old and 77 year old. I called to check that i I could get a private tour. They said they could arrange this if i I could pay more and sent me instructions in how to complete the process. I made the extra payment of $500 and received a confirmation. Informing me we were going to be in a super small tour. I booked a private car to leave from Sevillle at 5:30 am to be at theAlhambra gate at 8:45 am per the instructions. I emailed twice more with the company to reconfirm the dates and where to meet once in May and again when I arrived in Seville. Each time I receive a response confirming the dates and the plan. Shocked and disappointed to be told at the Alhambra box office that my group was not on the morning tour list. After i called and texted with the company there was an apology but all they can offer is the 2 pm tour when the heat would be difficult for the senior citizens in my party. As there was no other option and we were there I decided seeing some of the Alhambra was better than seeing nothing. Our private car was scheduled to leave at 4 :30 pm as well. When we arrived for the tour we were informed that we would be doing the gardens first and then the palace at 4 pm. Again we previously were not given any options to tour the castle first . We informed the guide we needed to leave at 4:15 pm and he told us we would miss the castle. So we paid four an expensive tour experience that was completely changed. Get your guide and your special plans service never made any effort to reach out personally. I only got Tyrese standard email later asking if I enjoyed the tour. This is very poor customer service. Definitely beware and use a local operator!”

GetYourGuide 1 star review on 19th June 2023

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Posted 1 year ago

“Scam company do not trust! Will take your money and run.”

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Posted 1 year ago

“Awful overcharged me for 4 people instead of 3. Also was overcharged by 4 euros for each person which was 16 euros plus 18 euro ticket that I didn't book. Horrible company who kept giving me excuses not to refund my money. In total they kept 34 euros and have refused to give me a refund. Will never use them again and advise to avoid this app at all costs.”

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Posted 1 year ago

“We booked a tour in Rome weeks ahead as we were told tickets for the Collesium and Forum sell out in advance. Just before the tour Getyourguide cancelled with no legitimate reason - it kind of ruined our whole trip. They are just a reseller with no accountability.”

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Posted 1 year ago

“I booked a tour for April back in Feb and was contacted by the tour company that there was no tour on my selected date, so I had to cancel. I cancelled back in Feb. Fast forward to April, I saw a deduction for the tour and contacted getyourguide for an explanation. Apparently there was a double booking under the email name@gmail.om which is clearly a mistake. I don't remember booking twice but whatever. They've issued me a gift code instead of refunding in full. This is ridiculous. They even said I should've known and cancelled in advanced, but it was sent to gmail.om! How would I have known?! They even said the tour company contacted me and offered me a cancellation but I didn't respond. Again, it was sent to gmail.om which is obviously not an email address. Their system should not allow this booking in the first place. Ridiculous.”

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Posted 1 year ago

GetYourGuide is rated 1.3 based on 283 reviews