GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.30

1.3 Rating 254 Reviews

7 %

of reviewers recommend GetYourGuide

Company Reviews

Questions

Metrics

1.3

Based on 254 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 November 2024

Miss Alison Carroll

GetYourGuide 3 star review on 7th November 2024

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

“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 5 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 5 months ago

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

Helpful Report

Posted 5 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 5 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 5 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 5 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 6 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 6 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 6 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 6 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 6 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 6 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 6 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.”

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Posted 6 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.”

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Posted 6 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 6 months ago

“On April 26 this year I had booked a tour for the Underground at the Colosseum in Rome just for myself--the booking was made in February. At a later date they told me it had to be cancelled. I was very disappointed, but re-booked it again early April. I did get a refund for the booking. My second booking was for April 28. I travelled especially to Rome for that" once in a lifetime" experience, after spending a lot of money to get to Rome from the UK. I received a text message on April 26 telling me that the tour on April 28 had been cancelled yet again!!!! I was mortified and very angry. As I was in Rome anyway on the 28 April, I went to the Colosseum just to see if I could get in ,as it was just myself. The tour had NOT been Cancelled, as I spoke to the tour guide, the tour was still going ahead. I guess if I had been in a larger crowd (more money for your company) I would not have been cancelled out!!!???? but I was just one person!! I do plan on posting on Trip Adviser to let them know how I was treated, even though I did get my refunds--I paid for the experience ,but you took that away from me. I will NEVER use your company again---- Shame on you---Shame on you.”

Helpful Report

Posted 6 months ago

“I used the get your guide web site to book a 2-hour tour in San Miguel Mexico. Although I picked the 10am tour, the confirmation I received was for the 1pm tour. I contacted them and changed it for the following day at 10am because there was no availability at 10am for the day I had picked! At 10am the following day no one appeared at my hotel! I contacted the local agency who confirmed that they had never received the booking from get your guide! I contacted get your guide who offered a refund. I said ok, although I had lost my morning. Then, I received an email from get your guide and instead of a refund they offered a gift card! Why? Because they said that when they re-booked me (without a local agent booking) they did it as a gift card and therefore I was not entitled to a money refund but to a gift card! I heard from some friends that this their typical scam in order to book sales and sell gift cards! Please BE CAREFUL! The same can happen to you! Avoid get your guide. They are a FRAUD!”

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Posted 6 months ago

“Do not use this company if you wish to visit Auschwitz. Book direct with Auschwitz, turns out hundreds of people are being let down with cancelled trips the evening before the trip.”

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Posted 6 months ago

“Es una estafa, NO COMPREN TOURS CON ESTA EMPRESA. Compramos un tour nos cancelaron el dis antes por supuesto sue nos quedamos sin ir, luego compre otro tour para intentar asistir aunque me hayan cancelado y era una estafa, el tour no existia y no me devolvieron el dinero.”

Helpful Report

Posted 6 months ago

GetYourGuide is rated 1.3 based on 254 reviews