GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.36

1.4 Rating 315 Reviews

8 %

of reviewers recommend GetYourGuide

Company Reviews

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Metrics

1.4

Based on 315 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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GetYourGuide 1 star review on 21st April 2025

Antonio

GetYourGuide 5 star review on 9th March 2025

Tenny

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

“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.”

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Posted 5 months 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.”

GetYourGuide 3 star review on 7th November 2024

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Posted 5 months 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”

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Posted 5 months 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!”

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Posted 5 months 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 5 months 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 5 months 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.”

GetYourGuide 1 star review on 21st October 2024

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Posted 6 months 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.”

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Posted 6 months 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.”

GetYourGuide 1 star review on 18th October 2024

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Posted 6 months 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.”

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Posted 6 months 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 6 months ago

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

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Posted 6 months 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.”

GetYourGuide 1 star review on 15th October 2024

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Posted 6 months ago

“Hi. We've just arrived home from Belfast. We booked the Black cab and the Giants causeway tours. Both were excellent! Our cab driver Jackie Johnson was brilliant from start to finish, very friendly and went the extra mile to explain the past and recent history of the areas we visited. Great giy and value for the price. Our trip up the coast to see the Causeway was stunning. Our drivers name from McCoombes travel was Patrick. Another great guy, made the day with his sense of humour and excellent historical knowledge of what we visited on the way up the coast road. Nothing was to much trouble for either of them Both great ambassadors for Belfast. Amazing city and people. Thanks. Billy and Joanne Porritt (Liverpool)”

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Posted 6 months ago

“This is a fraudulent company”

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Posted 6 months ago

“My friend and I went on the Jack the Ripper.Our tour guide was Yassine.We went on Thursday 10th October .It was a n informative and engaging experience.Yassine was also very knowledgeable about the case he was a great guide I highlyreccomend going on this tour with him .”

GetYourGuide 5 star review on 12th October 2024

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Posted 6 months ago

“They refused a cash refund for a trip cancelled due to bad weather. They only offered a gift voucher.”

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Posted 6 months ago

“As a supplier, I can confirm this company is HORRIBLE when it comes to paying on time. They take high fees and make it very difficult to get your money. We will be cutting ties with them. They are truly some of the worst people and I’m surprised they have not been fined by the FTC in the U.S.”

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Posted 6 months ago

“We booked 4 months in advance of our trip to Paris for a Skip the Line Catacombs tour and they cancelled our tour the day we were leaving for our trip with no explanation. We frantically tried to book another tour and they were all full and the only tour available was the day after we were leaving Paris. The skip the line Louve tour, they kept changing the time for the tour and called it by a different name with the TourGuy actually doing the tour. This one was cancelled and we had to frantically rebook directly with TheTourGuy. When we called them on the phone standing outside the Louve, we were put on hold for 35 minutes and then they hung up. We tried to call back and never did get a representative. Do not use this company. They will ruin your vacation!!!”

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Posted 6 months ago

“horrendous company! takes crazy fees from its operators and doesn’t pay on time. zero support for the guest who book and need cancellation refunds…”

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Posted 6 months ago

GetYourGuide is rated 1.4 based on 315 reviews