GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.36

1.4 Rating 309 Reviews

8 %

of reviewers recommend GetYourGuide

Company Reviews

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Metrics

1.4

Based on 309 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

“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 Afterwards I received a confirmation email 5 minutes later, and I saw that the money was withdrawn from my bank account, meaning we got a double reservation.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

“If I could give negitive stars I would!!! I went to Paris and purchased tickets for Giverny and Versailles. We spent over $442 for the tickets. Tour guide gave us the wrong tickets for Giverny and Versaille. We were not able to get into Versailles as it was sold out and no one would assist us. Our tour guide said sorry it is what I was given. She was useless and so was the customer Service number as no one answered numerous times. They ruined our trip. A full day with nothing to do as we couldn't leave it was a bus tour and we had to wait for the others. Tour guide seemed like she didn't even care. DO NOT book tours. I am home 1 week and still trying to fight GET YOUR GUIDE for a refund and they are refusing offering a ridiculous partial payment refund!! Stay away and use Vidator...”

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Posted 6 months ago

“I have had a completely horrible experience with Get Your Guide. My credit card was fradulantly used on this site. I had alerted the company within 14 hours, once I saw it had happened. They have told me I cannot have a refund because it is not in line with their cancelation policy. However I never used their site, someone booked activity with my stolen details. I have repeatedly told Get Your Guide this, however they have preferred to knowingly profit off the stolen funds. Completely immoral and unethical behavior from a company.”

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Posted 6 months ago

“Booked a tour in Lisbon a week before and paid. Driver never arrived . Could not reach supplier or Get your guide on the phone. Eventually got hold of driver , he said he had no such booking. Get your guide says he picked up somebody else with same surname. Which is an absolute lie. We were early and waited 40 min past pick up time . there was no driver picking anybody else up, in anyway my surname is unique and there is no way he picked somebody else with same surname up. Get your guide could not rearrange another driver, even for the same tour for the next day . Said they will refund me in 5 business days. Not very helpful when i only had the weekend in Lisbon, all other tours were full and i wasted over an hour of my short time there. I understand things go wrong, but i expected better from Get your guide to sort it out. WILL NEVER USE THEM AGAIN. It is when things go wrong that you need a trusted tour operator”

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Posted 6 months ago

“Never more.”

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Posted 6 months ago

“GetYourGuide is a very dishonest company. Best to avoid. We booked and paid in advance for assured tickets for the Segrada Familia in Barcelona through GetYourGuide. When we arrived in Barcelona the day before we got a message to say “sorry there has been a mistake, the slots you booked are not available”. We booked a hotel around the Segrada Familia visit so are out of pocket for that also. Very disappointed in the whole experience.”

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Posted 6 months ago

“I booked a tour in Savannah Georgia. never recd a confirmation. I than booked the same tour as I didn't believe my reservation had gone thru. when we got to the tour they had us down for 2 spots. clearly I wrote to them and told them we had not recd confirmation on 1st reservation . they said I had not canceled my reservation therefore they could not refund my money .”

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Posted 6 months ago

“Cost 20% more for tickets than at the cathedral we were visiting. To top that when we got to the cathedral we had to wait to pick up tickets until a rep arrived from GYG to buy tickets to hand out to us”

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Posted 6 months ago

“tickets are not valid. QR not readable. The admissions people claimed these are scammers tickets which they have encountered. We have travelled from UK for this visit and this has ruined our day plan. Very upset! Lost £80 and ruined the day.”

Helpful Report

Posted 6 months ago

“Avoid GetYourGuide—Book Directly with Providers I recently had a frustrating experience with GetYourGuide that I want to share. I booked a tour through their website. Got a confirmation email of tour details night before the tour clearly stated a pick-up time of 5:40 AM, which matched the information in their app. However, the actual tour departed at 5:25 AM, causing us to miss it completely. This discrepancy resulted in significant stress and additional expenses. Despite providing GetYourGuide with evidence of the incorrect pick-up time from both the app and the email confirmation, their customer support was unhelpful. They refused any partial / compensation, insisting on their strict policy and suggesting that I should have verified details with the tour provider directly. This advice undermines the purpose of using GetYourGuide’s platform for accurate information and support. This experience exposed a major flaw in GetYourGuide’s service: their platform may facilitate bookings, but their support system fails to effectively resolve issues and places undue responsibility on customers. Given this, I strongly recommend avoiding GetYourGuide. Book directly with the tour provider to ensure you receive accurate information and better customer service.”

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Posted 6 months ago

“I used GetYourGuide in the past and never seemed to have an issues. I used the platform in July to book Zoomarine in Algarve. I got a charge in my bank from this company for £77 which I have since found out it was from someone fraudulently using my card details, which aren’t saved on my account might I add. Once approached, they sent me the same copy and paste email stating they will look into it and it will take 2-3 days, I then got an email a few hours later with the conclusion of the ‘investigation’ stating that they can’t refund me due to their cancellation policy. I can’t cancel something I can’t book. AVOID THIS COMPANY AT ALL COSTS THEY ARE A SCAM!”

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Posted 6 months ago

“Horrible!!!!!!! Booked excursion through them to swim with nursing sharks had it confirmed to which they required 48 hour cancellation. Flew from Vancouver Canada to Cancun Mexico with my son specifically to do this after reassurance on a 3 day trip only for them cancel 10 hours before. Then had to work for refund because it was past their cancellation time. Never book here!!!”

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Posted 6 months ago

“I recently booked a full-day sailing trip through GetyourGuide, and it turned out to be a complete disaster. On the day of the trip, the weather was terrible—strong winds and heavy rain—so we no longer wanted to go. We hoped to either reschedule the trip or get a refund. However, things went downhill from there. When we arrived at the port, there was no one there to greet us. We had already tried canceling the trip the day before through their website, but there was no cancellation option available. We called customer service, and they told us we needed to speak to the person in charge of the boat. When that person finally showed up, he said we had to send an email. We immediately sent the email and waited for a response, but in the meantime, the boat left without us. We called customer service repeatedly and got no clear answers about how the situation could be resolved. In the end, we lost both our money and the trip. The staff was completely unprofessional and showed no interest in helping us. They seemed only concerned about taking our money, without any care for our safety or satisfaction. Not only did they decide to go ahead with the trip in dangerous weather conditions (while every other agency had canceled their tours), but they also made no effort to accommodate us or offer any solution. These people are truly the worst! They ruined our mood and completely ruined our day. I would never recommend GetYourGuide to anyone.”

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Posted 7 months ago

“Worst company! i literally pressed to send my payment and called immediately as i booked wrong city on our cruise and they would not reimburse full amount! just part of it was given back in less than 2 minute’s time. Now in Rome and our relatives cant go with us on our tour because their plane was delayed 5 hours and they are not here. No refund and especially since it is within the 24 hour time of tour. That is not right as they found out about plane delay during then.”

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Posted 7 months ago

“I recently had an unfortunate experience with GetYourGuide during a trip to Koh Samui. Due to food poisoning, we had to reschedule a planned boat trip. Despite explaining the situation in detail and confirming that the tour provider was willing to issue a refund, GetYourGuide maintained a strict stance on their 24-hour cancellation policy, refusing to provide any reimbursement. As non-locals dealing with a medical situation, the lack of flexibility was disappointing. This experience serves as a reminder to be cautious when booking through third-party platforms, as their policies may not align with those of the actual service providers, even in extenuating circumstances.”

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Posted 7 months ago

“Terrible experience, very underhand with their descriptions....do NOT use this company.”

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Posted 7 months ago

“Do not book anything via this company Do not book anything via this company! The contact info to speak to the activity provider doesn’t work. Their customer service don’t care about any issue you bring to their attention- they don’t even read or address what you have written- just generic responses. I am an Airline Captain and very seasoned traveller, and would never use this company again- so hopefully that says enough for anyone wishing to use this terrible outfit”

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Posted 7 months ago

“We booked an room at Blue Bird karaoke through Getyourguide and they charged us 70€, when we went to Blue Bird Karaoke they said we dont have nothing to do with Getyourguide They are full scam, dont book nothing throught Getyourguide”

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Posted 7 months ago

“Een paar dagen geleden een stadsrondleiding Agadir (+ Kasbah+ Soul Market + Kabelbaan) geboekt en betaald. Op vrijdag, 6-9-2024 zouden we om 10.05 uur opgehaald worden bij ons hotel. Diverse busjes namen andere toeristen mee, maar ons vervoer kwam maar niet. Het aangegeven telefoonnummer gebeld, maar die was niet in gebruik. Diverse berichten verzonden (inclusief onze locatie via Google Maps), maar tot op heden geen reactie. Het hotelpersoneel heeft ons willen helpen, maar kwam zelf ook niet verder. Zij gaven aan dat er soms meer problemen zijn met deze organisatie. Al met al dus geen betrouwbare reisorganisatie. Rond 12.00 uur op die vrijdag zelf maar een taxi geregeld en alles van het programma zelf uitgevoerd en betaald. Met deze ervaring zal ik voortaan niet meer bij deze organisatie een excursie boeken, maar alles zelf regelen wil dan weet je zeker dat je een leuke dag hebt. Datum van ervaring : 6 september 2024”

GetYourGuide 1 star review on 8th September 2024

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Posted 7 months ago

“In light of my own experience, I felt that giving up was the most sensible choice when hope was lacking, particularly after this company was not refund my account. I was unlikely to retrieve the money that was owed to me. However, the confidence and support demonstrated by MADACOVI . CO cybersecurity teams were able to help me to get back my money back from them in the subsequent days proved that they are deserving of recognition.”

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Posted 7 months ago

GetYourGuide is rated 1.4 based on 309 reviews