GetYourGuide
Reviews and Complaints

This tour left without us. We therefore lost the opportunity to see the colosseum, forum and Palatine hill because our plane left that afternoon. We were in the correct place, at the correct time (10.20am), we searched and searched for our tour guide, we asked multiple other tour guides to help us find ours, and we tried ringing the contact number provided on our booking twice but they did not answer. They were impossible to find and made no attempt to contact me before leaving. We even contacted whoever had sent us a whatsapp message changing our start time, and they claimed our tour guide was in the meeting place with an umbrella, which was a lie. Overall, this was absolutely disgraceful organisation and customer service. We then went to their booking office as instructed by one of their tour guides that we eventually located, and the woman working there offered no help whatsoever. In fact, she accused us of being late (not true) and told us we should have asked someone for help, and then told us we had asked the wrong people when we informed her that we did ask for help. She was extremely rude and upsetting when we were already upset, and we missed a once in a lifetime opportunity due to their terrible service.

Yesterday Sunday June 11th, i used the Get Your Guide app to book and pay AUD $285 (Equivalent Euro 160) for a 3 hour small group walking tour (2 people). The tour was scheduled to begin at 4.45pm and with a guide, visit the Colosseum, Roman Forum and Palatine Hill.

Booking reference

GYGG469NQXYQ

We met at the meeting point at 4.45pm. The actual tour did not begin until we walked to the Colosseum to meet our guide, and entered at 5.05pm. After one hour and 5 minutes, our guide thanked the group and said goodbye. I questioned her about the remainder of the tour i had paid for. She advised us that the Forum and palatine Hill were not open past 6pm and she understood the tour to be finished. Along with a number of other people, i showed her my booking details that clearly outlined the service paid had not been delivered. The guide contacted the agency (Italy Guided Tours) and was told to bring the group back to the office. When we arrived, the staff advised they would simply refund us 10 Euro each (the entrance fee to the Roman Forum). I vehemently objected as we were not delivered the tour which was advertised, and had been paid for in good faith.

The fact is the tour was falsely advertised, as there was no way to deliver a 3 hour tour with it starting at 4.45pm when the Roman Forum was closed at 6pm. The operator knew the closing time yet sold this package to Get Your Guide, and Get Your Guide onsold it to us when it could never be delivered.

It is unacceptable that we were charged the equivalent of 70 Euro per person and then offered a 10 Euro refund, and treated rudely in the process. The tour operator advised they would email GYG to let them know the only thing not delivered was entrance to the Forum. This is dishonest, as the package paid for was not delivered (nor was there ever an intention that it would be). The non english speaking guests in the group simply accepted this as they were unable to communicate otherwise. Another disgraceful example of dishonesty from the tour operator.

This was also our only opportunity to see these sites (as the remainder of our stay we are attending a conference) and we spent longer walking to and from the Colosseum, the operators office and debating the non delivered package than we spent at the one site we did visit.

The sale process was deliberately fraudulent and very dishonest. When a contract is agreed for delivery of a package tour, the package tour should be delivered in its entirety under common law, for the providers obligation to be met. If it is not, the agreement was not met by the seller and should be refunded in its entirety. I expect Get Your Guide should take issue with the tour operator and would encourage that GYG lodge a formal complaint with the Italian Tourism Bureau.

The desired outcome is that my payment for the 3 hour tour be refunded in full to the credit card used to pay, and that Get Your Guide would lodge a complaint with the Italian Tourist Bureau in an effort to curb tour operators blatantly scamming funds from the very tourists they are trying to attract.

This company has taken several hundred dollars from us. We booked a series of tours for our European family vacation. The first problem was that we discovered that we were accidentally double booked for the same tour on the same day. But as we didn’t realize till the day of our tour, we were told that we couldn’t get a refund because we were within the 24 hr booking cancellation window. Secondly, we had a tour booked but we’re running a few minutes late (could not get transportation — no taxis or Ubers) so we called several minutes before the tour began. We were told to go to a different meeting location but couldn’t locate our group despite calling back several times and approaching several tour groups. I was talking with the tour company (fifth phone call) when I was informed that because I had not found the group and it was 15 min after, that we were considered a no show (despite all of our efforts and talking with the company the entire time). They did not give us an option to rebook and refused to refund. We lost almost $800 to this company. Please do NOT BOOK with them.

Get your Guide helped me cancel like 10 reservations and prevented me from booking 4 more activities during the past 3 days. For some reason, they want me to call my bank and request a written statement as of why my card is blocked. Which card? Which bank? I have booked many many times for several countries. Why not just take my new card, charge me and we are happy? Representatives have a script that they read and they don't move from there. It's a shame that you let incompetent personnel run your business.

We made a tour booking at Vatican museum the night before the activity. In the morning my wife felt sick with pretty high fever. I reached out to GYG support and asked for cancellation and refund of tickets. They said no, too late to cancel. I said ok, then just move the booking one day later, they refused. I called them, i chatted with them in WhatsApp, also i have sent complaint to their support team. Useless. Please be careful using their services. They obviously do not care about you

Hi,

Booking GYGX7Q23Q6BW confirmed | Ticket instructions.

I would like to make an official complaint based on the following.

1.based on what you have send to me the visit to the garden centre as officially included - but on the exact day we have been told that is not included and we had to pay extra 24 euros.

2. Based on the confirmation email we supposed to have a priority entrance to the garden and the palace but instead: we did stay one hour in waiting to get access to the palace as the Q was massive, your 2 hosts told as to join the Q instead how other hosts was taking the group straight to the entrance. The same thing has happened when we had to enter the garden - another 45 minutes waiting. We was at the opera meeting point at 9.30 but we have entered the palace at 12 o’clock. - thanks to you. After another 45 minutes we waited to access the garden, so the question is what we have paid for ? Why the other groups was able to go ahead and we had to wait, why your hosts left us. And the 3 - your audio guidance didn’t work, we had to pay additional 5 euro per person as we was left without information. Your hosts abandoned us- asking to go to joint all the Q no information was gives whatsoever, your audio guidance wasn’t working so if we knew that we have to sort everything out by our self we would never bought this tickets. As we could easily buy the tickets from the Versailles website which costs only 18 euro plus the garden and we could stay in a Q twitch no problems and after pay the additional 5 euro for the guidance. Also all your information about the garden being included was misleading hence why we would like a break down as for what we have paid : as the hosts left us, we had to stay more time in a Q then visiting, your audio guidance did not work but we have paid 141 English pounds with this in mind we could have taking the train and organise the day without tour help - it was a waist of our money and our time plus you and your hosts just ruined our day. After your response I will take the complaint to the consumer right - as we you are not delivering what you are promising- and this is just a waist of money

We were told to purchase advanced tickets to the Palacio Da Bolsa in Porto so we used GetYourGuide.com

The ticket price was competitive for the guided tour BUT charges GetYourGuide.com charged us $17.05 to download the app so we could retrieve the tickets. Unavoidable! You can’t retrieve the tickets without the app! They are not sent by SMS or email, only the receipt is sent. The guide was a museum guide used by the museum not affiliated with Getyourguide.com Buyer beware!

Hi,

I wanted to purchase Nile cruise described in ticket and asked your agent to approve purchasing a flight for specific date. He approved it. I purchased 2 flights (from Tel-Aviv - Luxor & Aswan-Cairo) for 2 people after this approval. And after that you cancelled this activity without updating me and start ignoring my messages. There are no 3 days cruises from Luxor to Aswan with air balloons any more. Such cruises start now from Aswan only. Your cruise price was also 400$ per person. Now I need to change 2 flights for 2 people for non-refundable flights. You should refund me for purchased flights or buy us the same cruise activity from Aswan for 2 people. If price that I will pay for flight change will be more expensive, you should refund me the rest. Please answer and refund me urgently. Ira.

Order Summary & Tax Invoice/Receipt
Passenger Information
Name / Given Names
(as in passport) Family name / Surname
(as in passport) Date of Birth Gender
Adult
Irina LEVI 02-Aug-73 Female
Passport Frequent Flyer
32854563Israel
Expiry: 02/04/2026 None provided
Adult
Andrey LEVI 20-May-76 Male
Passport Frequent Flyer
31138480Israel
Expiry: 12/03/2027 None provided
Thank you for confirming all passenger names are correct as per their passport.
Billing Information
Bill To: Irina Levi
Contact Details:
Phone Number: [protected]
Email: [protected]@gmail.com
Alternative Mobile: [protected]
Alternative Email: [protected]@gmail.com
Flight Information
Depart
Fri 15 Sep 12:15 PM Tel Aviv Ben Gurion International, Israel (TLV)
EgyptAir MS592 Tel Aviv-Cairo Economy Class
Layover 5h 20m
EgyptAir MS68 Cairo-Luxor Economy Class
Total travel time 7h 50m
Arrive
Fri 15 Sep 7:05 PM Luxor (LXR)
Depart
Tue 19 Sep 8:45 PM Aswan (ASW)
EgyptAir MS87 Aswan-Cairo Economy Class
Total travel time 1h 20m
Arrive
Tue 19 Sep 10:05 PM Cairo, Egypt (CAI)
Depart
Wed 20 Sep 10:30 PM Cairo, Egypt (CAI)
EgyptAir MS20 Cairo-Sharm El Sheikh Economy Class
Total travel time 1h
Arrive
Wed 20 Sep 11:30 PM Sharm El Sheikh (SSH)
Depart
Mon 25 Sep 10:35 AM Sharm El Sheikh (SSH)
Israir 6H992 Sharm El Sheikh-Tel Aviv Economy Class
Total travel time 1h 20m
Arrive
Mon 25 Sep 12:55 PM Tel Aviv Ben Gurion International, Israel (TLV)
Checked Baggage
TLV-LXR: Includes 2 pieces up to 50 pounds/23 kilograms of checked baggage. Extra checked baggage may be purchased.
ASW-CAI: Includes 1 piece up to 50 pounds/23 kilograms, up to 62 linear inches/158 linear centimeters of checked baggage. Extra checked baggage may be purchased.
CAI-SSH: Includes 1 piece up to 50 pounds/23 kilograms, up to 62 linear inches/158 linear centimeters of checked baggage. Extra checked baggage may be purchased.
SSH-TLV: Checked baggage may be purchased.
Purchased Baggage
Irina Levi
TLV-LXR: 2 Checked Bags (free)
ASW-CAI: 1 Checked Bag (free)
CAI-SSH: 1 Checked Bag (free)
SSH-TLV: Checked Bag (23kg) (USD 45.20)
Andrey Levi
TLV-LXR: 2 Checked Bags (free)
ASW-CAI: 1 Checked Bag (free)
CAI-SSH: 1 Checked Bag (free)
SSH-TLV: Carry-on Baggage (free)
Fare Information
Fare Details
(USD) Airfare Taxes and Fees Passengers Subtotal
Adult $529.45 $258.25 2 Adults $1,575.40
Purchased baggage fee $45.20
Payment Fee $0.00
Final Price $1,620.60

I received a call from the tour guide while I was in the Netherlands preparing for my trip to Melbourne informing me the tour Tuesday, December 27th at 10;00 am was canceled.

using the GYG app I requested a refund, the app is so poor it kept going in circles and got nowhere. When I tried to contact GYG they referred me to the app.

Quite frankly GYG is a con as a traveler you book in good faith and then GYG has no responsibility whatsoever.

Day1 Transport did not arrive on Tuesdays tour so walked to at Stephens. Rushed through this as guide said we were due at belvedere. Arrived at 945 and guide made a mistake thought it was later as booked for 1045. Resulted in hanging around for an hour!

Guide very unsure of history of the art, dates, artist, think, presume I guess so was terminology used.

Did not see st peters, Rathaus, column of trinity either!

Transport was delayed because he’d gone for something to eat after Belvedere?

Guide asked that we tip the driver! I paid £1125 for this?

Unfortunately had the same guide both days. Malgorzata Apanowicz

Day 2 Hofburg palace. Did the Sisi museum and silver collection. And then when we got to the imperial treasury told by the guide that there was only one ticket. I had to walk away as this was really upsetting. I’d paid £410 for this and she said I’d have to buy another ticket! I managed to go to ticket counter and negotiate with my confirmation that this had been for. However the guide simply stayed at the entrance to the treasury.

I have booked trips this year with you in sorrento, Naples, johanesburg and Cape Town. And previous years many more. However this was the most expensive of the tours and the worst. To pay £1500 and be treated this way is appalling and it is not what is and was advertised! I would have been better just getting audio guides and saving myself over £1000. I will not be looking to book with GYG in the future as I did not receive the service I paid for. I would expect a partial or full refund from the operator. I will have to look to book through Viator moving forward.

Get Your Guide is the worst booking company there is online. I run a charter service in the Florida Keys and my issues with them have stemmed from their ultra poor communication, to a complete lack of understanding of how the charter business operates, and their OUTRAGOUS commissions. A customer booking through their site will pay 22% more than if they booked me directly from my own. It takes 4 weeks at a minimum for them to approve new additions to their site, and they communicate less than once a day if at all while awaiting the approval process which is a dumpster fire. I'm surprized anything gets approved at all. I do not reccommend working with them as a provider, or as a customer. If you see a product they are advertising do some research and book that service directly or through another platform. They are very poorly run, completely disorganized and just out to steal your money with little to no concern for the customer or service provider.

trip to Paris 9/24/2022 to 9/27/2022 I booked 3 tours with getyour guide

1. Eiffer Tower Dinner, our name was not on the reservation list, had to wait in the cold for 40 minutes to have the restaurant confirm. There is no represtative from getyourguide to address any problems.

2.Day trip to Versailles- bus was overbooked 4 os us did not have a seat on the bus. A taxi had to be called to take, at the entrance when we showed our tickets we got from the guide those tickets were already used, had to find the guide to correct the situation.

3. City night sightseeing and Moulin Rouge, the city tour was basiccally a bus ride with earbuds not a live person, and the some of outlets on the bus did not work. We were dropped off at the Moulin super early, waited to open about an hour, and still got a lousy table.

Be aware, once you buy you're on your own there's not a live person to help you if run into problems. My sister had tickets to the Louvre, the guide could never be found to issue the actual tickets., she had to buy new tickets.

Booked a small evening cruise at ocean city Maryland Paid for the cruise. The cruise was canceled 2hrs after ,due to wind. The venue said that I would have my money in 3 to 4 days back.Its been 2 months still not resolved. Called the venue they said GetYourGuide got the money returned to them the same day .GetYourGuide keep giving me the runaround.Got my credit card involved and got know were.All i got was a letter they sent to credit card company saying I got my service and they don't take kindly to this. The accused me of friendly fraud. Who is commenting fraud here ? Again I paid for service and never received . Do not use GetYourGuide they rip you off.

12-Aug-22 4.45am to 7.00am.

1. The driver come late 15 minutes.

2. There is not enough cat ladder to climb up and down the basket.

3. The driver drop me off the main road, and I got to walk for a few minutes.

4. Please ask them to improve better on safety. I spot there are rooms for improvement:

(a) bring enough cat ladder, so nobody fall down during climb up and down the basket

(b) insufficient holding bar in the basket. What if strong wind hit the balloon?

Etc

Thank You

This is pure case of cheating .I will explain how.

Sequence of events on 28th July: We reached eiffel tower on time as per Get your guide directives.We could not find the place 1 Av. Silvestre de Sacy, 75007 Paris, France where we are suppose to meet the guide from QUALIUM.We tried calling in the number provided in our booking details but we could not reach the guide or the number.As we were new to paris ,when we reached the location we found no one there and no body bothered to contact us when they could not find us.Then we started calling Get your guide number and they also could not contact the Guide from QUALIUM responsible .We waited and then the next guide came and we requested her for a trip with herto eiffel but she denied.We also requested for our tickets(For which we have paid 4 times the normal price) for eiffel tower 3rd floor but no body was able to provide us the same.Then we asked for an alternative arrangement for next day but that also was denied.

We have paid 4 times the normal amount for eiffel tower top floor but could not reach the summit because of cheating from QUALIUM .Please let me know how to get the amount refunded back at the earliest as this is due to problem with QUALIUM.

Booking number GYG482H966N2

An extremely disorganized company, very disappointing customer service, lack of integrity, GetYourGuide is only looking to make quick revenue and all stops here. We have terminated our relationship with GetYourGuide 3 months ago due to constant issues, GetYourGuide didn't assist their customer to make a reservation and purchase admission tickets for our tour, they just sent us an email that the customer couldn't make a booking, even thou they saw that we have availability and they just don't know why their system didn't accept the reservation. When we have inquired for additional information to remedy the future issues, the clear answer has never been provided and no solution was offered. Overall very poor customer service, you can ONLY contact them via Contact Form on their website, but you only have 7 options to choose from, so if your inquiry falls outside of these 7 options, you simply are unable to contact them. When you select option other than your issue, then they 1st keep forwarding your emails to other departments that can't assist you anyway, so 3 days goes by and you need to open another "ticket" because no one is able to help you. When we finally decided to stop working with GetYourGuide due to several issues and horrible customer service, we have closed our account with them and on the 1st following month on the following month we were supposed to receive from GetYourGuide the final outstanding payment, as they said in their email to us: "... Any outstanding payments will of course be conducted." 3 months have passed by and the payment still have not been received, when we have contacted GetYourGuide to follow-up to find out what's going on, we have received the following message: "I have forwarded your inquiry internally to my colleagues in the correct department, and I will update you accordingly as soon as I receive an answer." I have never heard back from them, no follow-up, and no answers as usual. We have sent another email a week later and we received the following response from GYG: "Our team has informed me that they will issue a manual payout as soon as possible. We thank you for your patience and understsanding." I have no idea what "as soon as possible means, is it 24 hours, 48 hours, 5 days, 1 week, 1 month, 6 months? Couple days later I have sent another email to check what's going on as the payment hasn't been received, this is the response we have received: "I'm really sorry to hear that your payment hasn't been issued, I have contacted our team to see why this is. As soon as I receive a reply, which should be today or tomorrow, I will let you know what happened here.", hmm..., as far as I'm concerned I truly don't care what has happened there, I just would like to receive the money that GetYourGuide owes me for few months now. Sad par to all of it is that they never take accountability, there are massive integrity issues and they never apologize or try to help you or assist you. This would never happen nor be allowed at any of the US run companies as Viator, Expedia, AirBnB, etc. Also, the entire booking system GetYourGuide has is not performing up to industry standards, it's faulty and complicated to use, but guess what, they charge the highest commission in the industry, a whopping 25% for such terrible service, very poor online platform, disappointing customer service among others.

We had a Vatican tour ax he exiled at 9:45 and was changed to 9am we were at the meeting location prior to 9am but the tour left. Get tour guide initially told us it would refund us (3x’s) but then sent email refusing to do so. Service was never provided by merchant. GyG has failed to send me the recorded phone calls where they promised a refund.

Booked 3 hour Limo tour of Hamburg for May 16, 2022 for $540.00. Tried to set the pickup location on the app and answering emails, but I kept getting emails. Finally was able to email, text and talk with the driver. I told him I didn't know the area and to suggest a place and I told him we were coming into the cruise port and he agreed to get me there. I texted him that it was the Kiel Cruise port and gave the information about the ship. He asked me to move the tour from 11am to 10:30am, which I agreed to. When we docked he was not there. I called and he said he was at the port, but he was at the wrong port. He said he was over an hour away and could not do the tour because of the time factor. He promised to have "the lady at the office" call me, which, of course, she never did. After contacting GYG and Paypal, I received communication that I had cancelled the tour and their policy says no refund if you cancel the tour on the day of, but they were going to make an exception and refund me 50%. I did not cancel this tour. They did by not showing up. Their driver agreed to pick us up at Kiel and he did not show up.

The pier area appears to be an abandoned site. The building was locked and the small A4 printed signs up for the boat were pointing to locked gates. No one was around. We waited for someone and eventually two teenagers arrived and we were told to follow them. They led us to an industrial wharf side, gave no information & joked and laughed with their bags of sweets & ignored us until we asked & they just said 'all queue up there' behind some battered low fencing. We then saw the boat arrive 'majestic princess' - if ever a name were I'll fitting, this was it. The boat was old & dark, billowing black smoke & pitching & yoring in the most alarming fashion despite the waves being low. The kids pulled at some boarding steps in very unconvincing fashion smacking whatever was in it's wake. We lost all confidence in the safety of this trip- the boat, the crew, the boarding process. It was all very 'home made' and a tragic accident awaits. We had to leave without boarding. We urge you to investigate this undercover as a customer on a Sunday. It's shocking.

Do not waste your time. This company took my money and refuses to refund me for a service I was unable to receive because they didn’t provide me with any information on how to meet the tour I was supposed to take. They said it was up to their supplier. A supplier I had no contact for and never heard from. They literally lie. “Our supplier sent you a map” the supplier did not. Their customer service full out gaslighting me.