GetYourGuide

Disappointed! I will never ever use it!
I will tell anyone who could hear me not to use it!
You manage to ruin my holiday and make my 11 years old son to cry for the whole visit to Sagrada Familia in Barcelona!
I bought tickets for my family and my son being 11, I bought a ticket as a child (the adults tickets are from 12 to 99) and they did not let us in. My husband had to give up his ticket to my son and wait for us outside!

Their customer service team lies about their product review process. It's impossible to get a tour listed. If they treat their suppliers like this imaging how they treat their customers

We were surprised and deeply concerned to know that our account has been deactivated, especially given our positive and complaint-free partnership with GetYourGuide.

We have been collaborating with GetYourGuide as a supplier for 19 months (Supplier ID: *******). Suddenly, we received an email stating our account's immediate deactivation, citing the following:

"We consistently review alignment with our business focus. It has been determined the products you currently offer are not in line with our business focus and standards.

According to section 14.2 of our terms and conditions, either party has the right to terminate the agreement at any time for convenience, with 30 days' notice. This decision is legally supported by this clause."

This unexpected decision has placed us in a challenging position, with significant consequences, potentially leading to job losses for many individuals who rely on this partnership.

These individuals have families and responsibilities. How can such a prominent organization like GetYourGuide act irresponsibly towards its suppliers?

I recently had a very disappointing experience with GetYourGuide. Due to a malfunction in their app, I couldn't access my ticket for a booked activity. When I reached out to their representative, I was advised to purchase a new ticket elsewhere, which I did to avoid missing the experience.

Despite this, GetYourGuide refused to issue a refund, citing their policies. I find this extremely unfair, as the issue was caused by their platform, and I acted based on their representative's advice.

This experience has left me feeling frustrated and undervalued as a customer. I expected more accountability and fairness from a company that markets itself as customer-focused.

We booked two tickets for the Cable car in Santiago, Chile. We paid 18,000 each. The tickets on site were actually 2,500. And whe we got to the line with our voucher the system would not recognize them. So we had to buy again. Don't ever use this agency!

Out of 4 tours booked with them, 2 tours were cancelled, 1 tour was canceled without advance notice after we showed up at the meeting point (run around to get a refund which never happened) and 1 popular tour was changed from desired early morning (to beat some of the crowds) to mid afternoon (busiest time). The tour that went well was a self-guided tour.

"I have booked a tour for my trip to Bratislava and Budapest from Vienna initially for Dec. 29. I booked it months in advance and really counted on it. Two days before the trip, I received a message from gettyourguide stating that they cancel my tour because the provider overbooked it. But they didn't issue any refund to me, I still had to go into my profile and cancel the trip myself to get full refund. I found it a little odd but was left disappointed and tried to scramble and arrange this same tour for a different date. I was already in the country! After changing plans and contacting GetYourGuide agent via messager, I found the date and they confirmed that this activity is 100 % confirmed. That 100 percent confirmed date was January 3. Two days before my rescheduled tour I received a message from GetYourGuide stating that my credit card didn't go through but please contact us and we can solve it together. I spent all morning while on my trip on vacation calling my bank, messaging GetYourGuide and figuring out what to do. My case was sent to a "higher department" - I was told by the costumer service. I messaged to two different agents and both of them were not able to help me and accept the form of payment for the trip. By the way, there is no live person who can help you over the phone. Then 5 hours after I contacted them again, knowing that my activity will be cancelled if I don't pay 28 hours in advance. I called the activity provider directly to the number I was given. There was no response. So after spending hours in this matter, chatting on WhatsApp with costumers service representatives who didn't do anything for me, my trip was cancelled by GetYourGuide. It was a disastrous experience that I don't wish anyone to have. I asked for a direct contact information of a manager of GetYourGuide but my requested was denied. They assured me that I will get an email from "the higher department." It's been over six days now and I'm back from my trip. Nobody contacted me. I will share my experience with wider communities and file more complaints. This is a business that has no respect for their customers. They take no responsibility for their action.

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.

As a supplier i totally disappointed with get your guide. They were rejected my ID verification without any reason and yet they didn't give a reason also not gave another chance. Their dont reply ever. This scam traveller site should not exist on internert.

Absolutely lier and miss management, they deactivate suppliers after they build for them I advise every one who works in tourism in the world to never work for this company, they have very strange management system every department far from other one and always strange destination destroying people business with cold answers, they will never continue poor very poor management specially how they deal with the people who build for them and they close their business so easy. I hate them they made me built for them and they lift me so easy with no solution... Attention never work for GetYourGuide they will destroy all what you will build, they make manager for me young woman have no experience with tourism and she must be destination manager to me I'm 20 years in the field and giving strange ordered and stupid decisions, they have nothing to do with tourism and soon they will fall down..

It was the worst experience of my life. I recommend not to buy anything through this site. We cancelled our trip due to my wife's surprise pregnancy and requested a refund. Although it is written everywhere that a refund is made within 24 hours, they did not refund our money with the excuse that the company we bought was not refunding. I bought these tickets with confidence. DO NOT BUY ANYTHING HERE.

Air Canada delayed my flight by 4 hours so I was late and missed my connecting flight in Washington, to go to Rome.

I had pre-booked and for an airport transport from to my hotel. Because my flight was delayed I arrived the day after the original booking date.

Both the activity provider and Getyour Guide refused to adjust the booking for the day after, even though this was beyond my control.

They said I had to give 24 hours notice. I guess you have to be magic and telepathic when travelling to know to inform GYG that your flight is delayed. I dont know anyone that can do that.

Because of this, I had to pay out of pocket to travel to my destination. The kicker is that GYG charges me $146.99 for the transport, but the airport taxi is a flat rate of $55 Euros to the center of Rome. Even with the conversion it is overpriced.

I will never book anything in future with GYG. Be smart and use their competitors. They couldn't even get their own activity provider to answer emails, chats or pick up the phone!

Camille

I had a disastrous experience with GetYourGuide on an e-bike tour. The e-bikes were too large and heavy for us, making them unsafe to ride. Despite adjusting the seats, we couldn't touch the ground. The guide sped off without waiting, and we had to return to the shop within minutes due to safety concerns.

The tour operator acknowledged the issue and advised us to seek a refund from GetYourGuide. However, GetYourGuide refused our refund request, citing their cancellation policy and ignoring the significant safety issues.

As a regular customer with over 40 tours booked on an eight-week trip, I am extremely disappointed with their lack of consideration for customer safety. I will be switching to Viator if this matter isn't resolved. Do not recommend!

We are a family-owned business, and our experience with Get Your Guide has been extremely disappointing. Despite their promises of an easy setup, we encountered numerous issues that have significantly impacted our operations.

Incorrect Information Posted: Get Your Guide posted incorrect information about our services on their platform. This has caused confusion among our clients and damaged our reputation.

Booking System Issues: They set up our booking system incorrectly, failing to notify us of incoming clients. This led to numerous scheduling conflicts and unhappy customers, and they did not inform us about these problems.

Poor Communication: Their team has repeatedly ghosted us when we tried to reach out for support. We have been left in the dark with no assistance to resolve the issues.

No Payments Received: We have not received any payments for the clients they sent our way. This lack of transparency and accountability has been frustrating and financially damaging.

Higher Commissions Than Agreed: To make matters worse, they took a larger commission than originally agreed upon. This unexpected increase has further strained our financial resources.

Overall, we strongly advise other businesses to avoid using Get Your Guide. Their poor service and lack of support have been a major setback for us.

I recently booked a short break for me and my son to Rome. This was my son's first break for 6 years due to illness. I month before going i booked a trip to go to the Vatican museums (fast track) this would have been the major highlight to the holiday as my son is highly religious.
The trip was also going to fall on my son's 21st birthday too.
On the eve of the trip (9.20 pm) i received a email stating that the tour had been canceled due to a bank holiday we were both very disapppointed to hear such bad news.
Why had they allowed us to book if they knew it was a bank holiday in the first place and giving us no notice to change.
I contacted GET YOUR GUIDE who stated they will speak to there partner in Rome no compensation for a ruined holiday due to neglect

I booked a trip to the Alhambra for 3 people. Received confirmation email. Everything seemed fine.
The day before the trip I received a phone and suddenly this 'overbooked'
We could go later in the day, but I first had to check that with my friends. I asked to call back, but I had to decide immediately! (I can't decide for other people)
I sent WhatsApp, it was read immediately, but there was no answer (rude)

They would pay me back...
Then I received e -mail.
My money will return in 2 weeks (this is immediately possible!)
And if not, I can contact us...
The e -mail does not state 'transfer' but 'canceled by civil unrest'!

Unfair! Unfriendly! Unreliable!

This application is very simple to use and book activities, While also providing cheaper rates then booking directly.
My experience with the customer service on WhatsApp was extremely quick to resolve

We all know when traveling, things happen outside your control. I am an easy going person, but this company has consistently pissed me off. GetYourGuide does not understand or help. I have spoken with many tour providers who claim it is easy for GetYourGuide to modify tours/plans when things happen - what GetYourGuide doesn't tell you is they don't care - they will put you hold, say they can't reach the provider and then say you are out of luck. There are other providers that are better here. Look at viator.com or booking.com or directly through tour provider. Tour providers hate GetYourGuide and so do I!