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I booked a tour with GetYourGuild via their website. The tour was for the Colosseum Underground on 24/6/24 at 9.30 am and I paid $214.83 for this touch on 3rd April 2024.
I downloaded their app, and received a confirmation email of the tour. They were supplied my email address and mobile phone, AND I had their app with notices enabled.
I attended the meeting place at 9am as requested in their information supplied. No one was there. After many phone calls, I was advised that Tickets and Tours (the supplier) sent out notices informing everyone on the tour that the time changed from 9.30am to 8am.
I RECEIVED NOT NOTIFICATION OF THIS.
In discussions with a staff member of Tickets and Tours, another person was also not notified - so of the 20 people attending the tour, 2 people received no notice. The explanation was 'I'm sorry'.
I tried to get a refund from GetYourGuide, but my booking ref was deleted, so I have not option or way to lodge a complaint, or request a refund.
Claimed loss: I have lost $214.83, but more importantly, I lost a tour that I planned months ahead - this company has NO ACCOUNTABILITY.
Desired outcome: AT LEAST A REFUND
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You got played here, and it’s time to take action. First, gather all your evidence — confirmation emails, screenshots from the app, and any call logs. Contact GetYourGuide again and demand a full refund, escalating your complaint to a supervisor if necessary. If they still refuse, take to social media and public forums to make your story known. Pressure them publicly, and don’t stop until you get your money back. Your time and money are valuable, and they need to respect that.