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GetYourGuide Reviews

1.2 Rating 113 Reviews

5 %

of reviewers recommend GetYourGuide

Company Reviews

1.2

Based on 113 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Refunds Process	Difficult

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GetYourGuide 1 star review on 28th March 2024

GetYourGuide 1 star review on 28th March 2024

GetYourGuide 1 star review on 27th March 2024

GetYourGuide 1 star review on 27th March 2024

GetYourGuide 1 star review on 19th February 2024

GetYourGuide 1 star review on 10th December 2023

Antony Silvester

GetYourGuide 1 star review on 28th October 2023

4

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

“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.”

Posted 5 hours 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.”

Posted 19 hours 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".”

Posted 2 days 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.”

Posted 3 days 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.”

Posted 3 days 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.”

Posted 4 days 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”

Posted 4 days 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.”

Posted 6 days 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!”

Posted 1 week 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.”

Posted 1 week 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.”

Posted 1 week ago

“BOEK NOOIT VIA DEZE SITE! Boek 2 maanden van tevoren een excursie naar Auschwitz. Appartement en vlucht geboekt naar Krakau. Om Auschwitz te bezoeken. Hoor je 10 uur van te voren dat de excursie niet door! Wou ik nieuwe excursie boeken naar Auschwitz maar kom pas over 10 dagen. Toe waren er niet meer. Dus reis geboekt naar Krakau en Auschwitz niet gezien. Dat kan toch niet. Waaardeloze Site”

Posted 1 week ago

“BOEK NOOIT VIA DEZE SITE !!!!!!!!!!! Boek 2 maanden van tevoren een excursie naar Auschwitz. Appartement en vlucht geboekt naar Krakau. Om Auschwitz te bezoeken. Hoor je 10 uur van te voren dat de excursie niet door!!!!!!!!!! Wou ik nieuwe excursie boeken naar Auschwitz maar kom pas over 10 dagen. Toe waren er niet meer. Dus reis geboekt naar Krakau en Auschwitz niet gezien. Dat kan toch niet. Waaardeloze Site!!!!!”

Posted 1 week ago

“Get Your Guide company uses our brand which is alanyaonlinetrips.com. Please dont buy from their page bcs they sell our trips by using our compnay logo, name. everyday some people call us that they are not being picked up for some trip. We already informed their customer service but we think they know already about this.”

Posted 1 week ago

“Just been charged £110 pounds more because they changed from ten to Philippian currency said it was my fault customer service no help although I have photo evidence don’t use them”

Posted 1 week ago

“Booked a tour for the next day but the date was an accident that I picked up within 10 minutes of booking and was not going to be in Rome on that day. Contacted get your guide immediately to ask them use the payment as credit for another tour and they ignored me because it was within 24 hours of booking. I challenged the charge with my credit card provider and they still charged the card because we cancelled within 24 hours of the booking. I would have been a repeat customer all through Europe if they had assisted me with my mistake but unfortunately will never use them again.”

Posted 1 week ago

“Terrible refund policy. Requested cancellation and refund within 20' for a trip that was scheduled for the day after and they rejected it due to their "policy" Stay away - There r much better platforms out there”

Posted 2 weeks ago

“Do NOT choose getyourquide company .you will loose all the money you pay and you will ruin all your holiday.i have already lost everything I booked thru them in April 2024”

Posted 2 weeks ago

“I have bought an excursion from these guys with a pick up option, they have never send me a time at which they were going to pick me up from the hotel, I was up extra early too try and guess what time they would be at the reception but to no avail, they rang me after the car had already left and told me that I wouldn’t be able to go on the trip, I tried to request a refund and they have told me that they have sent the email on their end but clearly they haven’t otherwise I would have seen it, absolutely apauling service throws my other two trips that I have booked with them in doubt will never be using them again really bad service.”

Posted 2 weeks ago

“They do not take any responsibility for their partners / agencies ( although of course they take the commission ). Once you have any issue they take distance and blame the agency that organizes the tour/activity. No need to book anything through their platform. Unreliable and unprofessional”

Posted 2 weeks ago

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GetYourGuide is rated 1.2 based on 113 reviews