GetYourGuide
Reviews and Complaints

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

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.

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.