GetYourGuide review: Review manipulation, missing 5‑stars, no‑show ratings, and complete silence from support

I am filing this complaint after months of attempting to resolve serious review‑integrity issues with GetYourGuide, only to be met with silence, avoidance, and internal ticket closures without any response. At this point, the platform is not just failing to address the problem — it is refusing to acknowledge it.
This is a detailed record of what has happened.

1. No‑Show Guests Leaving 1‑Star Ratings — and GetYourGuide Keeps Them Online
Two travelers who never attended our tour left 1‑star ratings:
- Booking GYGMX4N74Z62
- Booking GYG2Q9RHAFG8
We submitted:
- attendance logs
- guide reports
- timestamps
- full documentation proving they were no‑shows
GetYourGuide’s response:
“This category can no longer be reviewed.”
Yet the ratings remain online, harming our score as if these guests actually participated.
A no‑show is not a customer experience.
Keeping no‑show ratings is the opposite of “review integrity.”

2. Genuine 5‑Star Reviews Disappearing Without Explanation
Two verified 5‑star reviews from real guests disappeared:
- One in Russian
- One in English
These are only the ones we noticed, because we rely on email notifications. We do not manually check the platform every day, so it is entirely possible more reviews have been removed without our knowledge.
GetYourGuide has provided no explanation for why real reviews vanish while fake ones remain.

3. Competitor Buying Reviews — Reported Months Ago, No Action Taken
We submitted screenshots and evidence showing a competitor buying positive reviews for free tours.
Months later:
- No reply
- No follow‑up
- No investigation
- Their manipulated reviews remain online
This raises serious concerns about whether GetYourGuide enforces its own policies at all.

4. Zero Responses Across Every Channel
We contacted GetYourGuide through:
- LinkedIn
- X
- Facebook
- Trustpilot
- Supplier Chat
- Supplier Contact Form
- Direct messages to the Supplier Experience team
Across all channels, the result has been identical:
no response, no engagement, no accountability.

5. The Most Concerning Incident: Our Formal Complaint Was Closed as “Solved” With No Reply
We submitted a detailed internal complaint including:
- booking numbers
- evidence
- attachments
- a structured list of questions
- a request for clarification on review integrity
GetYourGuide closed the ticket as “Solved” without:
- a comment
- an answer
- an acknowledgement
- or even a single sentence
This is not customer support.
This is deliberate avoidance.

6. Why This Is a Serious Issue
GetYourGuide publicly claims to uphold:
- transparency
- fairness
- trust
- review integrity
But the actual outcomes are:
- fake/no‑show 1‑stars stay
- real 5‑stars disappear
- competitor’s purchased reviews remain untouched
- supplier reports are ignored
- formal complaints are closed without response
This is not a minor support issue.
This is a systemic integrity failure.

7. What We Are Requesting
We are asking for:
- A real explanation for why no‑show ratings are allowed to remain.
- A review of why genuine 5‑star reviews disappeared.
- Action on the competitor buying reviews.
- A response to our formal complaint.
- Transparency about how review moderation is actually handled.
We are not asking for special treatment — only basic fairness and accountability.

8. Why This Complaint Is Public
We have exhausted every internal channel.
We have been ignored on every platform.
Our formal complaint was closed as “Solved” without a reply.