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4.2 311 Reviews

GetYourGuide Complaints Summary

0 Resolved
61 Unresolved
Our verdict: Engaging with GetYourGuide at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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5:47 pm EST

GetYourGuide harry potter warner brothers studio tour

Reservation number gyg51889200 for Dec 3 2018 Harry Potter family package tour with transfers from London. While there was some discussion about canceling this, GetYourGuide representatives absolutely refused to cancel or refund our 389$. Given no alternative, I called and said we did not want to cancel. I was assured we had the tickets. I was sent a voucher and a reminder o n December 2 of our upcoming tour. Only when we attempted to board the bus were we informed that our voucher was worthless and our tour had been cancelled by GetYourGuide leaving our family, especially our grandchildren, traumatized. I called GetYourGuide from the bus station. They didn't offer to correct the mistake. Nor could they:everyone knows these tickets get sold out which is why we reserved months ahead.They said it was a "misunderstanding". They did nothing for us but offer a refund and a worthless 15% discount on future tours with them. Their behavior was disgusting and ruined our trip.

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7:33 am EST
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GetYourGuide harry potter: warner bros. studio tour with transfer

I already had a booking with a Get Your Guide:
Booking Number
GYG53185337
Traveler
David Prates
Date/Time
December 10, 2018 9:15 AM
Duration
approx. 7 hours
Price
€ 89.14 (Proof of Payment)
The problem start because I current live in Dublin Ireland, but I'm Brazilian and the Immigration of Ireland have a delay to give me my IRP. I'm in process of renew my visa them I'm not allowed to go out of Ireland until I take this card if I do that I can have serious problems with Immigration.
That is the kind of thing is not in my hands. I call to office of GetYourGuide and explain the situation but they are not open to try help or understand the situation. They just say me they can not cancel or do anything. I call today because just today I had a booked in Immigration Office to ask what is wrong and they explain me about the delay and I need to wait, and the tour is in 5 days! I think if the GetYourGuide want help they can but they just doesn't matter.
I'm very upset with the situation it's a thing I was looking forward since I was 8 years old and now I just feel bad. Is like if was not enough had all this headache with the delay of delivery of my documents I waste 90€ with a Company who doesn't care with costumers!
Sad! GetYourGuide Never More!

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7:27 am EDT
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GetYourGuide booking#gyg44010924

Hi,
I would like to fail a complaint regards with the tour that I participated this morning.

Our tour guide, Ms. Myra is an irresponsible person. During our visit to spice souk, we've been left behind by our tour guide. Me and my friend were actually waited at meeting point earlier that time given and we're standing beside tour guide. While waiting group members to be there to move to next destination, we walked to the stall just in front of us (am sure tour guide aware of this) to have a look to scarves.

After checking the price, we decided not to purchase and tour guide has had disappeared.

We waited at meeting point (at spice souk) for about 1 hour and expecting our tour guide to come and get us back to the group. Unfortunately, this wasn't happened. How can tour guide left behind customer without counting number of headcount and moved to next attraction? Don't she realize there are 2 missing?

Later than, I called total of 5 times (2 times no pick up, 2 times responded busy and last she picked the call. She wasn't admitted was her fault and pushed the mistaken by claiming we're not following her instruction. In additionally, we've been required to take cab/taxi by our own to Dubai frame while our belongings are in the vehicle.

I'm here writing a complaint and do expect some actions/investigation from Get Your Guide company.

Thank you
Chia Ling

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8:25 am EDT
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GetYourGuide early access to statue of liberty and ellis island

Having been diverted due to an event around the battery park area and road closures on the day of our tour . I tried to call the emergency number several times to no avail. After arriving at the meeting point finally, there was no guide there to meet us . I'm sure you can imagine our disappointment and frustration. I tried to recontact the emergency number. After finally getting through 45 minutes later I was told they were unable to fit us on another tour that day and my only solution was for them to put us on a tour the following day and that I would have to pay 18 dollars on top for each of us. Having had to pay 25 dollars on the cab already to get there and having phoned from a uk mobile as well for a call that didnt really solve anything and took ages to finally get through to an agent to talk to.
As we were traveling the next day back to the Uk it was a huge disappointment for myself and my sister to miss out on the tour.
We ended up having to purchase other tickets on top.
I feel that the communication was terrible there was no direct contact number to get in touch with the tour guide to let them know we were held up due to the road closures. As it was a main event surely the tour guide should have been aware that it was going on that weekend. It was a huge dissappointment and expense on top of what I had already payed. The agent I spoke to was not really able to help me other then to give me a German contact number. Having spent so long on the previous phone call the last thing I wanted to do was spend even more time on hold to no solution.
I'm sure you can imagine my frustration the sole reason I pre booked with you was to alleviate any stress on our holiday and to make things easier and more organized. Frankly it was a huge let down and we were just left standing. I feel it only fair that I am fully reimbursed for the tour I purchased with you as it was inconventient frustrating and stressful trying to get in touch with anyone that day. I hope that you will restore my faith in your company by this gesture of goodwill.

Regards

Chrisoulla Neocleous

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10:19 pm EDT
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GetYourGuide not booked!!

We booked with get your guide.com for the melbourne zoo in victoria. Australia
We arrived at wirebee zoo today and our entry and safari tour were not booked. We were charged $244 for nothing!
We are here now and had to purchase a safari tour and entry again as they had not heard of us. Money was removed from my account. Rip off scam. Please contact me urgently for refund. [protected]

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Olga F.
Wesley CHapel, US
Sep 16, 2023 11:49 am EDT
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That seems way over priced for a zoo day any day. Best to purchase at the site the day of.

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8:27 am EDT
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GetYourGuide unable to locate guide at vatican / sistine chapel

Hello there,

I booked a tour for Friday the 28th of September from 12 until 2pm Voucher number GYG47774846 (3 ADULTS) € 99.00. When we arrived in good time as indicated, we were unable to locate our guide. The tour had left without us. I had brought my daughter and my elderly mother all the way to the location, in really hot temperatures only to discover the tour had left without us. I felt very disappointed by this outcome. I work hard, don't make a great deal of money but I wanted to take my family to the Vatican and Sistine Chapel. I am wondering is there any way to claim back the 99 euro?

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9:17 am EDT
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GetYourGuide ticket park guell

Reservation no.1776824 no of the booking isGYG45608415
We arrived 45 min later because of the traficc and my mom wasnt feeling well when we arrived here they told is is not possible because its not on theyre official website we were very disopointed to hear that os no way to get in then to buy other tickets that are ceaper than from get your guide .If theyre is any possiblity to get a refund we would grately apreciate.

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6:50 am EDT

GetYourGuide skyline luge sentosa instant entry ticket

We visited Singapore during the month of june and we booked Skyline Luge Sentosa Instant Entry Ticket on 16th june 2018 in Get your guide site which cost $78 with ticket ref: GYG38595989. When we presented e-tickets with pin, staff at Sentosa tried to validate it, however they couldn't able to validate and confirmed us it is an invalid one.

We tried reaching the customer support number but no one was picking the call to address our concern. We even dropped an email to [protected]@getyourguide.com to refund the money. but no response received from them.

Regards,
Rathina Selvam
selvam.[protected]@gmail.com

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2:35 am EDT
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GetYourGuide taxi service

Ref: GYG35057285

I booked a round trip from Krakow airport to Hotel Pollera in Krakow, costing £49.42. We arrived on Sunday 6 May and the driver was waiting for us to pick us up and take us to the hotel. He was very helpful and courteous. When we arrived at the hotel, I confirmed with his that our return pick up would be Wednesday 9 May at 0530 hrs (details of our flight times were on the original booking form).

On the evening of Tuesday 8 May, I called your offices to reconfirm the pick up time and was advised by a male operator that the pick up would be 0525 hrs on Wednesday morning. No taxi arrived.

Despite trying to call 13 times to Get Your Guide and Discover cracow, we couldn't get through and neither could our hotel reception. After about 40 minutes, we contacted a local taxi company to take us to the airport at a cost of 61.20 plz. On the way to the airport, I eventually managed to contact Discover cracow and spoke to Lucas, who advised that they had no record of our booking. After making several enquiries, he confirmed that Get Your Guide had not passed on the return journey information to him and advised that I should make a complaint.

I would like the return trip refunded (£24.71) and also the full cost of the taxi journey to the airport 61.20 plz. I have this receipt and will happily forward it to you.

We are extremely unimpressed with the service we experienced on this occasion.

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Update by Anna81
May 10, 2018 2:13 am EDT

Ref: GYG35057285

I would like to lodge a complaint regarding the booking I made for a return trip from Krakow airport to Krakow town. I paid £49.42 for this return trip.

The driver was at the airport waiting for us on Sunday 6 May and was very helpful and courteous. He dropped us off at the Pollera Hotel and I asked him if our pick up time on Wednesday 9 May would be 0530 hrs, and he confirmed that was correct.

On the evening of Tuesday 8 May, I called your offices to confirm our pick-up time and was advised, by a male colleague, that it would be 0525 hrs outside our hotel. No taxi arrived. We tried calling 13 times but could not get through to your number (or to Discover Cracow). After about 40 minutes, we hired a local taxi at a cost of 61.20 PLZ. Eventually, I managed to get through to Discover Cracow, who had no record of our booking. After making enquiries, a man called Lucas advised that Get Your Guide had not passed on the relevant details to them and so no return taxi was ever booked for us. He advised me to make a complaint, which I am very happy to do. We are extremely disappointed in this service.

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3:57 am EST

GetYourGuide booking a tour of the alhambra in granada spain

I looked at a number of websites to book a tour of the Alhambra and chose GetYourGuide for a tour on the 16th November 2017. I used their website dropdown calendars etc to select the correct day. This was approximately 7 weeks prior to the tour. Two weeks before this tour I received an email from GetYourGuide stating that the tour had been cancelled because the Alhambra was closed on that day. Strange that I was able to book it on the website. They offered me the tour on the next day, however, I was due to catch a train at 6am the next day so I could not. We exchanged a number of emails but in the end they just said it had been cancelled. They did refund the money. The actual tour operator was Amigo Tours and I assume that they informed GetYourGuide.
We had already paid for our visit to the Alhambra so despite being told we had no tour (and therefore no possibility of getting tickets at this late stage) we went. It was towards the afternoon that we discovered that the Alhambra was basically free on the 16th November 2017 - ? Monuments Day. Now it would appear that both GetYourGuide and their associated tour company Amigo Tours was quite happy to make money out of travelers but seemingly tight lipped when it comes to doing the right thing. When it became obvious that we were not paying customers they should have said that admission to the Alhambra was free on the day we have booked. They would have made a friend for life, however, this incident shows the complete lack of regard for customers as displayed by GetYourGuide and Amigo Tours.
a) How could I book the Alhambra when it is usually not bookable on Monuments Day in Granada 16th November?
b) Why did it take 5 weeks for GetYourGuide to tell me my tour was cancelled?
c) Why didn't GetYourGuide or Amigo Tours tell me it was free on the only day we were visiting Granada?
Seems like some companies are dodgy

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12:37 pm EDT
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GetYourGuide claim (giftun island snorkel) ref gyg02593729

Dear all

         Need to share with you my experience with the global international company like getyourguide on 30-6 I booked a trip [protected] Guiftun island) through website called (get your guid) they told me that within 84 hours I will receive confirmation email stating that the deal is done as the supplier may decline the booking, I waited till 11-7 without any feedback 

On 11-7 I sent email to cancel the trip as they mentioned in the order summery that I can cancel the service any time without any charges and with full amount refund.

After my email 11-7 I received a call at 11 pmsaying that the trip is confirmed,  while I thought that they will cancel it because of not receiving feedback till then. That's would I changed my plans on that day.

Now I contacted them and they refused to refund the fees also they insist that they send me the confirmation email and 2hen I kept asking them where us the delivery report for the email and that I need to send me the confirmation email attache they didn't answer me any more as they don't have evidence for sending me the confirmation email

So I need your support to direct my complaint to the required channel or tell me how to escalate this case.

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6:57 am EDT

GetYourGuide double booking: no refund!

We booked a tour group for the Vatican through GetYourGuide in Rome on 25May15 and it was only on our return back home that I noticed in my credit card statements that GetYourGuide made duplicated deductions. I escalated this to the support email at GetYourGuide but they told me that it is "impossible" to refund me for the excursion as I “booked a duplication”. The duplication must have been from the booking website I used (Tripadvisor through to GetYourGuide direct) - because I did not make multiple bookings for the same trip.

I feel this is a matter of principle, if you take money from someone by mistake and no services were rendered – you refund it, right? I cannot believe the audacity of the support line at GetYourGuide who basically stated that nothing can be done and I need to accept it as is. GYG02258532 vs GYG02258518, both for the Vatican, 9:00 on 25May15 for me and my husband.

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A
Arian Schaap
, US
Oct 22, 2023 9:34 pm EDT
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We were clearly advised on the website a price in Aud but were then charged the same figure in euro. Very disappointing & would advise all customers to monitor very closely. I will not use them again as they were not at all understanding of our situation & provided absolutely no compensation of any amount

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PauloF
Vila Nova de Gaia, PT
Jun 06, 2023 9:24 pm EDT
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I booked 3 places, on the 29th of May, around 2:00 pm UK time, for the above activity on August 2, 2023.

I selected the option to pay later, filled the credit card details and confirmed it in my bank app.

But didn't receive any confirmation from Get Your Guide.

Can you please verify?

Tks,

Paulo Ferreira

email: 62pauloferreira@sapo.pt

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Johnms
Collegeville, US
Apr 15, 2023 11:44 am EDT

Well, the guy stole one of our items I refuse to give it back. Get your guy did absolutely nothing. I want my money back.

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Hitendra vora
, US
Nov 03, 2019 7:35 pm EST

I have booked tour of barcelona land air & water through we barcelona but water tour i.e. boat ride was not done
Company agree to pay 7 euro each total 21 euro to me
My email id is hiten.vora.esense@gmail.com

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WJD1
, US
May 27, 2019 12:42 pm EDT
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Booked a tour to Toledo from Madrid for May 21 2019 leaving Atocha station at 9 am. No one showed up to meet at the meeting point. I tried to call the local number but no one answered it. The number provided was
34 [protected]
My booking number was
GYG [protected]

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Massimo Giannini
, US
Jan 30, 2019 12:15 pm EST

GetYourGuide Berlin billed my credit card for something I never booked nor I knew the company before. I instantly blocked my credit card as I received an SMS alert. I tried to know how they got my credit card number and code and who was using it, but they did not want to disclose the details. Somebody was frauding me, them an Visa but GetyourGuide does not want to give further information to me and invoke privacy and security issues...Wow !

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JasminK
, CH
Dec 12, 2018 4:30 am EST

For some reason, my credit card number was used to pay for tours I NEVER booked! In total almost €1000 over a period of 10 days!

Am trying now to get my money back, and have filed a complaint.

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A.Eatock
, GB
Sep 18, 2018 7:30 am EDT

Hi, I cancelled a booking and the refund still hasn't reached my bank account.

GetYourGuide still havent issued by refund

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Memorkos
, EG
Jul 14, 2015 9:43 am EDT
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We are talking like machines which is not accepted
this guy booked the trip once and 8f he made it by mistake, getyourguide should notify home and confirm that not just taking the money and putting the customer in hell.

GetYourGuide Customer Reviews Overview

GetYourGuide is an online platform that connects travelers with a variety of tours, activities, and attractions around the world. Customers can browse and book experiences ranging from city tours and museum tickets to adventure activities and guided excursions. The service aims to simplify the process of finding and securing things to do in a destination, offering a centralized location for planning and booking ahead of travel. GetYourGuide also provides customer support and the convenience of electronic ticketing.

GetYourGuide In-depth Review

In Summary: GetYourGuide offers a user-friendly platform with a wide range of tours and activities across the globe. The website is visually appealing and easy to navigate, with a mobile-responsive design that ensures a seamless booking process. Competitive pricing, coupled with transparent costs and regular discounts, provides value for money. Customer service is attentive and multilingual, enhancing the overall user experience. Reviews and ratings on the site appear authentic, reflecting true customer experiences. The cancellation and refund policy is clear and fair, and payment security is taken seriously. Tour quality is generally high, with knowledgeable guides and well-organized itineraries. Efforts towards accessibility, sustainability, and social responsibility are evident, although specifics may vary by tour. The mobile app enhances the experience with additional features. Partnerships with reputable tour operators ensure quality offerings, and the company continues to innovate with new features and destinations.

Website Usability and Design: The GetYourGuide website stands out with its ease of navigation and visual appeal. The interface is intuitive, allowing users to quickly find and book a variety of tours and activities. The mobile responsiveness of the site ensures that users can book on-the-go without any hiccups. The booking process is efficient, with minimal steps required to secure a reservation.

Range of Offerings: GetYourGuide boasts an impressive variety of tours and activities, catering to a wide range of interests and preferences. International destinations are well-represented, with unique experiences that allow travelers to delve into local cultures and attractions.

Pricing and Value for Money: Prices on GetYourGuide are competitive, and the site often features discounts and deals that enhance the value for money. Costs are presented transparently, with no hidden fees, which helps users budget for their trips effectively.

Customer Service: The customer service team at GetYourGuide is responsive to inquiries and issues, providing quality assistance in multiple languages. This multilingual support is particularly beneficial for international travelers who may need help in their native language.

User Reviews and Ratings: The authenticity of customer feedback on GetYourGuide contributes to the trustworthiness of the platform. Overall satisfaction scores are prominently displayed, and the reviews accurately represent the experiences offered by the tours.

Cancellation and Refund Policy: GetYourGuide offers a flexible cancellation policy, allowing users to cancel most bookings up to 24 hours in advance for a full refund. The refund process is clearly outlined, and the terms are fair and considerate of unforeseen circumstances.

Payment and Security: A variety of payment options are available, catering to a global audience. The security of the payment process is prioritized, with robust data protection measures in place to safeguard personal and financial information.

Guide and Tour Quality: The guides affiliated with GetYourGuide are generally knowledgeable and professional, ensuring that tours are both informative and enjoyable. Safety measures and protocols are in place, contributing to a secure and well-organized experience.

Accessibility and Inclusivity: GetYourGuide demonstrates a commitment to inclusivity by offering accommodations for disabilities and family-friendly options. However, the extent of these accommodations may vary by tour, so it's advisable to check specifics beforehand.

Sustainability and Social Responsibility: The platform shows an awareness of sustainability, with eco-friendly practices encouraged among its tours. Support for local communities is also a focus, promoting ethical business operations.

Mobile App Experience: The GetYourGuide mobile app complements the web experience with additional functionality. Exclusive app features or offers can sometimes be found, and the user interface is clean and easy to navigate.

Partnerships and Affiliations: GetYourGuide's partnerships with high-quality tour operators ensure a consistent level of service across its offerings. The reputation of affiliate companies is solid, and there is a clear effort to collaborate with local businesses to enhance the travel experience.

Additional Features and Benefits: The platform occasionally offers loyalty programs or rewards, which can add value for frequent users. Educational content and resources are available, and special events or seasonal offers are also featured, providing extra incentives to book through GetYourGuide.

Overall Experience: The overall booking and tour experience with GetYourGuide is positive, with the service standing up well against competing platforms. The combination of ease of use, quality offerings, and reliable customer service makes it a recommended choice for travelers looking to book tours and activities.

Future Outlook and Updates: GetYourGuide appears to be focused on growth and expansion, with new features and destinations regularly added to the platform. Anticipated changes in service or policy are likely to further enhance the user experience and maintain the company's competitive edge in the travel industry.

How to file a complaint about GetYourGuide?

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1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in using your credentials. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue you have faced with GetYourGuide in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with GetYourGuide. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, the company's response, and the personal impact of the problem.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses incurred and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it to ensure all necessary details are included.

8. Submission Process:
- Click the 'Submit' button to submit your complaint against GetYourGuide.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com to stay informed about the progress.

Ensure each step is followed carefully to effectively file your complaint against GetYourGuide on ComplaintsBoard.com.

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Contact GetYourGuide customer service

Phone numbers

1855 664 8235 +49 305 444 5944 More phone numbers

Website

www.getyourguide.com

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