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GetYourGuideReviews 873

2.5

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GetYourGuide Reviews Summary

GetYourGuide's reputation is marred by significant customer dissatisfaction, primarily stemming from poor customer service and unreliable booking practices. Many customers report issues with cancellations, lack of refunds, and ineffective communication, leading to feelings of frustration and undervaluation. While some users appreciate the ease of booking and competitive pricing, these positives are overshadowed by widespread complaints regarding accountability and responsiveness. Overall, the feedback indicates a pressing need for GetYourGuide to enhance its support systems and address operational shortcomings to improve customer trust and satisfaction.

This summary is generated by AI, based on text from customer reviews

service
278
value
261
shipping
136
returns
169
quality
235
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California
1 review
0 helpful votes
Follow Steve W.
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Our visit to The Lounge Level 154 started with a 19% discount for our first purchase which saved us about £35.00.
The voucher exchange took a couple of minutes & the trip was fantastic.
I would definitely recommend using them.

+2
Date of experience: May 13, 2023
Portugal
1 review
0 helpful votes
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Super croisière, équipage au top et petit déjeuner et déjeuner très bien servis.belles vuessur les collines du douro.

Date of experience: May 13, 2023
New York
1 review
1 helpful vote
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Booked a tour in Italy in April 2023. Our guide didn't show, we called, texted, emailed and got no response. They blamed it on us, saying we were late even though we have time stamped phone calls and text messages asking where the guide is. We still haven't received a refund. During the same trip we booked 4 Viator tours...all excellent. Stay away from Get Your Guide!

Date of experience: May 12, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Hey Danielle, thanks for your feedback. We're sorry to hear about your experience. Please send us your booking details at social.support@getyourguide.com from the same email address associated with your booking and we'll take another look at your case. Thanks for your help.

California
1 review
0 helpful votes
Follow Dillan C.
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I booked tickets for my uncle, his girlfriend and myself for the High Roller Las Vegas. I paid $197 and upon receiving the email it said my tickets would be in my email in at least 2 hours leaving enough time to get on the wheel. I contacted customer service upon not receiving the ticket confirmation. They told me the system was having issues and I would be refunded in 3-5 days. We will see if I get my money back but it is very frustrating considering this is our first time in Vegas and funds are very limited.

Date of experience: May 12, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Hey Dillan! We're sorry to hear that and we'd like to take a look at your case. Please, send us your booking details from the same e-mail address used to make the booking and mentioning the name used in this review to: social.support@getyourguide.com. We'll help you to find a solution right away! Thanks!

Australia
1 review
0 helpful votes
Follow LAURA G.
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They put and hugs amount in the credit card, using a fictitious money. Don't use this company.
They are estafadores.

Date of experience: May 11, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Thanks for your review, Laura. We'd like to look into what happened and work on a solution for you. Please send us all the details at social.support@getyourguide.com from the same email address you used to make your booking, if that's the case. Make sure to also mention this review and we'll get back to you asap. Thanks.

Portugal
1 review
0 helpful votes
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The APP is very easy to use. I've been using this APP for long and once again in May 2023 I got everything I was looking for. It was very easy to book and had no problems in profiting from 3 different tours in 3 diferent cities.

Date of experience: May 11, 2023
New Mexico
1 review
0 helpful votes
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The app was good and easy to navigate. Instructions were clear. Had issues doing the payment on my bookings and had them all sorted thru the live chat. Follow up were prompt!

Had the most memorable trip with my husband and met many wonderful new friends on our trip including our guide 84 yr old guide Peter from Empire Vacations! He was knowledgeable and humorous, we learnt so much on the trip from him. The bad weather to Niagara Falls didn't dampen our spirits as promised by Peter. Felt that the itinerary were good and overall smooth sailing though at certain point there were slight changes made due to circumstances which happens all the time - as travellers, we need to keep an open mind and be more patient & understanding for a overall enjoyable experience.

Bus was clean and well maintained by driver, Michael. He was extremely helpful and patient. Thankful to him each day for loading and unloading all our heavy luggages with a smile.

Value for money tour that I highly recommend!

Thank you GetYourGuide for creating such wonderful memories for us!

+7
Date of experience: May 10, 2023
MD
1 review
0 helpful votes
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Best guide Elena
May 10, 2023

Best experience i had ever during my stay in Bucharest thanks to our guide Elena. She managed to do this experience unforgettable. She is very knowledgeable, funny and caring

Date of experience: May 10, 2023
Italy
1 review
0 helpful votes
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Fun Zone
May 10, 2023

Hi, we have used their services a few times and enjoyed every one. When traveling and had to postponed a couple things to they came thru4 us.

Date of experience: May 9, 2023
Louisiana
1 review
0 helpful votes
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We are so furious with Get Your Guide. We recently went to Barcelona and had booked one tour with them. We got a phone call two hours before the tour was supposed to start that a guide was downstairs in the lobby to pick us up. He had the wrong address and after I gave him the correct one, he picked up two other couples and came back to get us. After we got in the car and got on the road, being unfamiliar with the area, found out that we WERE ON THE WRONG TOUR! The tour guide had our name and phone number, but the email address and hotel address that they had for us was incorrect. To make matters worse, WE WERE CHARGED FOR BOTH TOURS, BOTH THE ONE THAT WE DIDN'T WANT AND THE ONE THAT WE BOOKED. After contacting customer support, they indicated that it was our fault and we would be getting no refund. They say we double booked but that was not true. It ruined our stay because it was our only full day in Barcelona and we didn't get back in time to do what was planned on the tour that we booked.

Date of experience: May 9, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Dear Leslie, we're very sorry to hear your experience in Barcelona was marred. We'd like to check your case in more detail to make it up to you. Please send us your booking details at social.support@getyourguide.com from the same email address you used to make the booking and we'll get back to you asap.

France
1 review
0 helpful votes
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Lots of options
May 10, 2023

They provide me with lots of options to make my journey more interesting. The quality is generally acceptable.

Date of experience: May 9, 2023
Australia
1 review
0 helpful votes
Follow Edgardo G.
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I booked a tour in Argentina and they changed in mexican pesos, around u$S 300 American dolars. Still waiting action from my credit card supplier again this thieves.

Date of experience: May 8, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Hello Edgardo, Thank you for your feedback. Please contact us at social.support@getyourguide.com from the same email address that you added during the booking process. Also remember to mention the name on your review and we'll look into your case as soon as possible. Thanks

France
1 review
0 helpful votes
Follow Patricia R.
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Très belle première expérience avec cette entreprise. Lieu et horaire de rendez vous respectés des guides supers!
Le voyage est plus facile avec des programmations à l'avance en ligne.
Parfait! Je recommande pleinement

Date of experience: May 7, 2023
Italy
1 review
0 helpful votes
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Ottimo servizio non si trovavano biglietti per Alhambra di Granada e con loro si.La guida Marco è super preparata.Meeting point perfetto.

Date of experience: May 7, 2023
California
1 review
0 helpful votes
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Booked once and never again. Paid twice as much because of hidden fees. Messaged immediately and refused a refund. Wish I could give zero stars

Date of experience: May 4, 2023
GetYourGuide D. GetYourGuide Rep
over a year old

Hi Mike, thanks for your review. We're sorry to hear that you're not happy with our prices. Please send us your booking details at social.support@getyourguide.com from the same email address you used to make the booking, also mentioning your name on this review and we'll get back to you with a solution shortly.

New Zealand
1 review
0 helpful votes
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Most enjoyable but driver had to very hard to complete schedule. Farm visits very good and lunch fine. Driver very knowledgeable about island. A lot of driving but island much bigger than we thought. Would recommend overnight trip in hindsight.

Date of experience: May 4, 2023
AE
1 review
0 helpful votes
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Fadrid tour guide! Was absolutely amazing, the most perfect day and was all because of him. I will be coming back to see him

Date of experience: May 3, 2023
Greece
1 review
0 helpful votes
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The best choice
May 3, 2023

Nothing better than being able to see the beautiful sides of the country, effortlessly and at the same time alternatively. I would do it again without a second thought. Randa was absolutely great tour guide.

Date of experience: May 3, 2023
GB
1 review
0 helpful votes
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Great company
May 2, 2023

It was so easy to book tickets via this company. Immediately received an email and the tickets and they just asked when I want to be picked up from, and that's exactly were I was picked up from. No stress or worries whatsoever.

This company made a 6 hours drive stress free and tireless. Our guide and bus driver were beyond expectations. Didn't have to think about anything, we just enjoyed the trip which was 10 hours in total and wasn't even tired in the end.

Date of experience: May 2, 2023
France
1 review
0 helpful votes
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Beau souvenir
May 2, 2023

Agréable et facile à réserver. Je conseille ce site pour programmer des attractions ou des visites pendant votre voyage.

Date of experience: May 2, 2023

From the business

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