GetYourGuide
reviews and complaints

We booked a trip in Rome via their app but we received the wrong confirmation, for another tour, which was in 30 mins. We were explaining for 2 hours to their support why it's the wrong tour and that we wanted them to change it to the initially booked. They didn't do that and now that it's passed, they refuse to refund our money. At the same time they keep explaining their 24 hours cancelation policy, but we didn't want to cancel the trip, just to get the trip we paid for, which we didn't because of the issue with their app.

I ordered 3 tickets (60 eu in total) at 8.30 h in the morning for a visit the same day. As we arrived at the venue's entrance gate, entrance was us prohibited; reason : France has changed again his restrictions and regulations about Covid. As we were not able to show documents at that time, I cancelled the tickets immediately before using them at the gate. And asked for refund. The spokeswoman told me that my file for refund was pending; they will call us back with the answer. I asked 'Answer? Why OMG? Just refund us by the Paypal account. They refuse. I can come back on a later date they said. I am absolutely not pleased with this because their website mentions : "Easy cancellation after modified plans prior 24h before the event? Contact us so we will restitute your tickets".
Yes; I just want my money back.

Booked two attractions in Dubai through get your guide.
Both attractions closed due to covid-19 so we were unable to visit both attractions.
Get your guide stated on their website we would get refunds, however, they are now refusing to do this and are only offering gift certificates.
We would have loved to attend the attractions that's why we booked them. This was out of our control. I'm sure get your guide had full refunds from the Burj Khalifa and the Atlantis aqua park. The fact they won't give us our money back is surely theft?

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.

The complaint is about the fraudulent information you provide at the website because you show all the information in spanish and in the website it doesn't say the tour will be in english anywhere. Also in the reservation form you provide to the client it does not say the language of the tour is english. We demand a refund of our money since most of the group doesn't speak english at all and they will no be able to enjoy the tour.

Hope to hear from you soon

Thank you in advance

Andrea Calle Moscoso

Through Get your guide we purchased Szechenyi spa for 3 people. The
confirmation below confirms pick from your hotel and drop off at the same
place as pick up, however after the spa we were informed the pick up was
not included after the people at the help desk checking this.
This is extremely disappointing after booking this and it stating this.
I would like to know why this was stated in the confirmation email below
and would like a refund for the cost of the transfer along with the
inconvenience caused and request a review of the confirmations sent out in
future so no one else is left in this situation as we were.

I look forward to hearing from you soon.

Kind Regards

Jane Gordon

We booked the "Eiffel tower summit acces and interactive experience" because there was no way to book Eiffel tower acces in advance from the official Eiffel tower website (official tickets were supposed to be sold out). Prices for the summit acces were as follows:

- Official Eiffel tower website: 25.50€ (supposedly sold out)
- Getyourguide website: 49€

What we got from getyourguide was just a guy who guided us to the Eiffel tower ticket post, he buyed for us the tickets (at the price of 25.50€, they were not even reserved) and he guided us to the Eiffel tower second floor. Neither tablets nor headphones were provided as it was supposed.

So, please don't book the tickets in getyourguide. You will pay extra 23.50€ and you will not get any added value from that. You will have to wait to buy the tickets and have the "risk" of being sold out as you would do if you buy it by yourself over there.

If you are not able to book the tickets through eiffel tower website, buy it there directly and you will save 23.50€ per person.

Getyourguide fraudulenly refers to themselves as the official ticket retailer to the statue of liberty in their google ads. This is fraud. Statue Cruises is and they are in violation of google's terms. Get Your Guide charges between $5.00 to $8.00 fee per ticket and DO NOT disclose this. IN fact, they lie and say they charge no fees and if they did they would list them at checkout. MORE LIES. This company should be shutdown

We went as the time required 12 noon to skip the queue as stated on the voucher but it was a 4 hr wait in 42 degree heat and was very annoyed as no one could stand in that heat so we didn't get in and wasted money in booking this attraction.It said that when we booked it we would skip the queue and didn't need to wait but feel that it was false information.

We were picked up from hotel and was told that it was a long drive, but that it should take 1 and a half hours to 1 hour 45 minutes. However the journey there took us over 3 hours, and the journey back even longer. I understand there was traffic approaching Patong, but it would be better if we were told how long it would actually take.

As someone travelling to Thailand I did not look into how far away the adventure camp was, and there was nothing beforehand to suggest how far away this excursion was.

The guide also told us we would spend 4 hours with the elephants, but this was more like two.

Me and my boyfriend were paired with a large family (8 in total). It felt like we did not get the same experience that they did, as they were more dominant in the group, and therefore we felt like we could not interact as much.

We had really high hopes for this place, having been to an ethical elephant sanctuary the previous week, but we was really disappointed. When feeding the elephants I noticed that there were elephants trekking, the uniforms they they were wearing were the same as the people in the camp cafe...so I assume they were all part of the adventure camp.

Again, hugely disappointed and hope that you take my concerns seriously.

Bethany

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.

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!

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

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

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]

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?

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.

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

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.

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