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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.
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Really nice sailing, the crew is nice and respects the distance due to the covid, good explanations
We we're lucky to see the dolphins jus next to the sail boat! The trip lasted over 2 hours just to make sure the sunset was fully completed
I had a major emergency in my family (my wife had a heart attack). About 12 hours prior to my ticketed time for an event (the Titanic Museum in Pigeon Forge, TN) I contacted this company and told them that needed to cancel my tickets and I was requesting a refund of my 59.00 payment. They offered to give us a credit to be used at any later date. I informed them that I nor wife are going to able to travel again any time soon since she is still in the hospital (I am 64 she is 66). This company's reply was "that is our policy and there is no exception." If this is the way they treat people I don't think anyone should or would want to have anything to do with them ever. I never will and everyone I talk to about it I will express my opinion that this company is nothing more than a money-hungry, cold-hearted bunch of Germans who could care less for their clients.
Awesome services and so much comfortable. We been summer and winter both times is good experience hopefully all visitors love it!
Did a tour to Tongyeong, my tour guide was David Kim, he was so awesome so knowledgeable spoke really great English, and he took the most amazing picture ever! Honestly I really recommend this place the views are amazing!
The head boss is very rude and I didn't even get to jet ski. On top of that, I didn't even get my refund! Highly disappointed. I do not recommend at all
Oh Jamila, we're very sorry to hear you didn't have a great experience - we'd like to learn more about your case and work on a solution. Would you please send over more details via email to "social.support@GetYourGuide.com"? We'll be waiting for your contact. Thanks in advance!
Update on previous review of Get Your Guide: After too many emails to count and asking over and over to have someone else review my case, still no refund. They claim due to "technical issues", it is impossible. No one at the company seems to care or acknowledge that I tried to do my due diligence by asking directly if the new booking was refundable. The refuse to acknowledge that their practice was very misleading, if not outright dishonest. So... I was hoping to edit my previous review with a happy ending, but customer service is not the strong suit of Get Your Guide. Book with Viator. The offer similar tours at similar prices and their customer service is first rate.
Hi Debbie, thanks for your review. We've already replied to the same review you left on Trustpilot where we explained that before choosing the type f refund, it was informed that it was non-reversible and for that reason, the substitute booking you made was refunded to you as that very gift code plus the price difference that was sent to you as cash. The gift code is valid for 3 years and can be used to book any activities on our platform as many times as you want until the full amount on the code gets reached. As mentioned, feel free to reach out to us at 'social.support@GetYourGuide.com' if you'd like further clarification and we'll be happy to do so. Have a great day!
Stay away from GetyourGuide. Don't book or list your tours. Our account was cancelled without notice and we still have USD 9555 to receive since Feb 2019.
Hi Jack! We're very sorry you didn't have the best experience with our service. Please reach out to our Supplier department by filling out the contact form you find at 'supplier.getyourguide.com/en/contact' and they'll be happy to assist you. Thanks!
Get your guide company use an discrimination on the supplier application not allowing new and best company saling on this company. On my local area there is to elegal company's saling on the web site, but my legal company they do not accept saying that there is already to many company's salling the same product when there is only 2 and 2 month ago I try to become a supplier and on this time was only 1 elegal company saling a similar product.
This discrimination is unacceptable, clients should be the ones to avaliade the service and if this is not got, then they can expluce this company's. I will complain in every single site that I can.
Yesterday (10. 03. 20) the GetYourGuide makes my worst day!
Yesterday I had dayoff (lost $200 of my day)
+
I bought a dinner cruise for Celebrate with my with one year of Married with my Wife!
We was so excited for the cruise yesterday and we wait more than one hour.
The cruise was locked, no have anyone in the ship.
After I discover the cruise was a Lie for purchase, my wife was crying and I'm very very disappointed and upset, and the support make a joke asking me "I don't know what you feeling!"
In addition I can't believe what happens with me and the situation, the support gave a "solution " will send a email...
I need go to the first restaurant but I don't have reservation table, I spend -$300 for a dinner.
To be honest your company is the worst.
I never want buy anything of your company!
You kidding me again try give a lie of cruise?
The minimum is give my money back.
But I will talk with a lawyer because this company never still selling packs to steal money and trick the customers.
I promise will put in review and all pages complaints for everyone know your worst services.
I'm still very very upset.
Daniel, we are sorry for this experience. Please, contact us at 'social.support@getyourguide.com' or via private message at 'www.facebook.com/GetYourGuide' with your booking reference number so we can look into it. Thank you.
I purchased tickets online thought it is same cost or better deal but turn out I overpaid as the tickets they given us at the park clearly printed $18.50/ person meanwhile I was charged over $25 per person online. I was overcharged by $36 in the end!
HI Ano, thanks for telling us about this issue. We'd like to look into your case so that we can work on a solution. For that, please send us your booking details to 'social.support@getyourguide.com' or via private message at 'www.facebook.com/GetYourGuide'. We'll be waiting for your contact. Thanks in advance!
We booked to go on a tour of the Roman catacombes by hotel pick up. We were told to wait outside between 1pm and 1.15pm as the tour was starting at 2pm. We sat outside the hotel at 12.50pm waiting and nobody arrived. By 1.30pm we called to ask where they were and was told it would be 5minutes. By 2.10pm we called to say we still had not been picked up, to which the woman told us they'd been and gone! She was extremely rude and very unhelpful. So we missed our tour and £138! Disgusting. Absolute scam.
We're sorry to hear you about that, Kristina. We're already in contact with you via Facebook and will be looking for a solution. Thanks!
Full-day Tangiers Tour... I call BS. It was all day (14 hours), but the tour was only 3 hours. We were picked up in Malaga and rode on a bus for 4 hours picking up other guests. The one hour ferry to Tangiers was fine. The first half of the tour was a high speed bus ride through the streets of Morocco ending up at the ocean and a 30 second camel ride. Lunch was good, but rushed. Unbeknownst to me, the tour was only taking us to listen to sales presentations for carpets and fake antiques followed by another presentation for spices. This left, wait for it, 10 minutes of walking around some shops before walking back to the ferry terminal.
Here's your full day tour of Tangiers: 4 hours on a bus in Italy, 2 hours on a ferry, 1.5 hours on a high speed bus tour, 45 minute lunch, 35 minutes of sitting listening about carpets and saffron, 10 minutes of shopping, and 6 hours on a bus in Italy, in traffic, dropping off other guests.
DO NOT WASTE YOUR MONEY OR YOUR TIME WITH THIS TOUR. There are better options available in Italy that do not waste your time.
Hi Harry, thanks for telling us about your experience. As we've mentioned in our reply to your review on Trustpilot, please share your booking details with us so that we can look into your case and try to find a solution. You can send an email to 'social.support@getyourguide.com' or a Facebook PM at 'www.facebook.com/GetYourGuide'. We'll be waiting for your contact. Thanks!
Terrible site, terrible app. Has the modern demeanour of looking easy and accessible but it really isnt. They will scam you very likely, it happened to me, they will also leave you for 2 hours without help trying to arrange payment in the first place for an experience but it wont work as their site is terrible, always saying 'please revise data' 'cant proceed to payment' - avoid this place, i IMPLORE YOU.
Hi Nick, thanks for telling us you're having issues completing your booking. We'd love to look into this matter to see what went wrong and fix it. Please email us at 'social.support@getyourguide.com' or send us a Facebook PM at 'www.facebook.com/GetYourGuide' and we'll look for a solution. Thanks in advance!
I highly do not recommend using this service as it has proven that it is highly unreliable. I purchased my tickets to Alhambra Palace tour and received the confirmed tickets on my email. Accordingly I went to meet the guide at the entrance on the specified time and location. Surprisingly, while I'm waiting with my family, I received a message on my mobile phone from them that my reservation is cancelled due to non availability of tickets. Until this moment, I do not know what happened. I talked to them to find alternative reservation but they declined. All what I know is that my kids were extremely disappointed and we left GRANADA without visiting Alhambra palace. In addition, until this moment I did not receive the refund for my tickets.
Hi Ahmed, we apologize for the late reply and for the unpleasant experience you had with your booking. Please send us an email to social.support@getyourguide.com with your booking number, we'd like to do something about what happened. Thanks in advance for your cooperation.
They charged me even though they provided no services just because we were late by 5 minutes. We were late by 5 minutes because their website gave bad directions and their telephone number was disconnected.
Hi Jessica, we're sorry for the late reply and about what happened with your activity. Please send us an email to social.support@getyourguide.com with your booking number. We'll be able to look into what happened and provide you with a solution. Thanks in advance for your cooperation.
We booked a Warner Bro's Tour, paid for that and, when we got to the local operator in the day of the tour, me and my family where surprised by the complete mess Get Your Guide did.
Just to make clear how easy is to make people understand the lack of competence Get Your Guide has, I have all files containing:
1. The voucher from Get Your Guide affirming everything was OK (Nov, 15th)
2. Messages between Evans Evans Tours (local operator) and Get Your Guide about no availabilty (Nov, 21st) > no one let us know about that! Evans Evans Tours gave me those messages hard copies when they saw what Get Tour Guide had done.
3. After getting to Evans Evans Tours and be noticed on the problem, I called the customer service and got the orientation to send an email to customer. Service. Than I got:
- e-mail confirming the tour that was about to happen! How could that be possible?
- e-mail confirming that I had called customer service (asking to rate the contact)
- e-mail saying that customer. Service was not active (totally different from the orientation I got by phone!)
AGAIN... DON'T TRUST ON GET YOUR GUIDE SERVICE! YOU CAN PUT IN RISK YOUR VACATION WITH FAMILY
One of my highlights in Mikono was to visit and eat in Christiana's house.
She is a wonderful host! Her food was incredible and abundant.
I loved to get to know her, her beautiful and traditional house, eat her great food and learn about Greek culture.
When I come back to Mykono I will visit her no one but I least twice, she really knows how to made you feel welcome.
Also her husband and the driver
That works for her were very nice.
Thanks Christiana for the super fun time that I have with you and for all your generosity!
See you next time.
Love,
Libia Trask
It takes longer to meet with the tour than to do the line to go up (the Eiffel Tower) directly, plus it's much much more expensive. The guides speak poor english and treat you as if they were doing you a favor. Awful experience. Dishonest and unhelpful customer service.
Bait and switch company! Booked a tour of the Rome Colosseum only to have them cancel days before when I couldn't get a replacement. They replaced it with a terrible tour that cost half as much and only offered a few euros in exchange, rather than the actual price difference. Tried dealing with customer service multiple times and was denied
We did two tours today and both Alla and Alda did a very good job. It was clear they both enjoy their job. Loved Alla was so personable. Alda embraced a blind woman in our group and made her tour very intimate so she could actually feel the art. Great experience by both Alla and Alda.
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Wayne, we're sorry to hear about what you and your wife are going through and we'd like to review your case and try to find a better solution. For that, please send us your booking reference to "social.support@GetYourGuide.com" — we'll start working on you case as soon as we get it. We take the chance to wish you a good Saturday and your wife a speedy recovery. Stay safe!