GetYourGuide Reviews

Name: GetYourGuide
Rating: 1.34

1.3 Rating 332 Reviews

8 %

of reviewers recommend GetYourGuide

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Metrics

1.3

Based on 332 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult

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GetYourGuide 1 star review on 21st April 2025

Antonio

GetYourGuide 5 star review on 9th March 2025

Tenny

Anonymous

Anonymous // 01/01/2019

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“I’ve used GetYourGuide several times in the past and was quite happy with the service. However, my recent experiences have been disappointing in terms of reliability and customer support. Earlier this year in Thailand, I encountered issues with tours that did not match what was advertised. Today, while trying to book a tour in Cape Town, I attempted a payment that appeared to go through, only to receive a message saying there was an issue and that the amount would be reimbursed within 3–5 days. Thinking it was a payment error, I tried again—same outcome. I now have around $300 blocked, only to find out later that the tour is no longer available, which seems to have been the real issue all along. Customer service was particularly frustrating. Although I spoke to a real agent, the responses were generic and repetitive, offering no real solution. Regrettably, this experience has completely eroded my trust in the platform. I won’t be using GetYourGuide again.”

Helpful Report

Posted 3 days ago

“One of the Worst Customer Service Experiences – Avoid GetYourGuide! We booked lounge access for two at Gatwick Airport through GetYourGuide, expecting a smooth and comfortable start to our trip. Instead, we were met with confusion, misinformation, and complete lack of accountability. Gatwick has two separate terminals (North and South). To avoid any mistake, we asked a member of the airport staff at the fast-track desk, showed them our GetYourGuide lounge access tickets, and they even called the lounge company to confirm. We were reassured that the lounge we booked was accessible from either terminal. Based on this assurance, we went through check-in and security at the terminal we were in. Only when we reached the lounge area did we discover that the lounge we paid for was not in this terminal at all — it was only available in the other terminal. At that point, we were not allowed to go back and switch terminals. We immediately contacted GetYourGuide to explain the situation, but instead of showing any understanding or taking responsibility, they flatly refused to issue a refund. No concern for the fact that we made every reasonable effort to confirm the details in advance — including consulting airport staff and relying on information that turned out to be completely incorrect. In the end, we paid for a service we couldn’t use, wasted time and money, and started our trip with unnecessary stress and frustration — all thanks to GetYourGuide’s poor handling of this situation. Save yourself the trouble: avoid GetYourGuide and book directly with service providers who actually care about their customers. This company clearly does not.”

Helpful Report

Posted 3 days ago

“Getyourguide had a tour with them - it was a scam. They stated entry tickets were included but when the tour started I had to pay them extra AND they left out a complete stop (which was indicated in the header). Better book over other operators.”

Helpful Report

Posted 4 days ago

“The day of the dolphin watch it was raining and foggy. We had 4 seniors 1 toddler that were to go on the trip. The seniors had mobility concerns. We were nervous about choppy water and being able to see. We cancelled that morning. No way u could do that 24 hours before (which is their policy). They would not refund the money for the 7 Tickets. I WILL NEVER PURCHASE TICKETS FROM THEN AGAIN”

Helpful Report

Posted 1 week ago

“Had to cancel the day of due to sickness and they wouldn't give me a refund without a doctors note. We were in Europe and the note would have cost more than the tour”

Helpful Report

Posted 1 week ago

“No customer service. frequent and return customer have had great experiences but when things don't work out, their customer service was not existent. Their policies are a little ridiculous.”

Helpful Report

Posted 2 weeks ago

“I was coming from out of town and was delayed by traffic and several accidents along the way which slowed me down by an hour. Needless to say, we missed the tour. They refuse a credit. Horrible customer service. This was not a cancellation as I tried up to the point of running to the meeting place. Do not use this service in case something unexpected happens on the way!!”

Helpful Report

Posted 2 weeks ago

“I booked a Hop on-Hop off bus tour in Bogota, Colombia and it was supposed to be good for 3 days. Ha! Joke’s on me! I took the tour on Monday afternoon and it was nice. I showed up today for my second day and this was the response I got after being in chat with them for 30+ minutes… No info on their app informing me of this… “I was able to contact the activity provider and they have informed me that the activity is not operating today due to social conditions and security precautions.“ What a waste of time and money.. 😡😡😡😡”

Helpful Report

Posted 2 weeks ago

“Tour was a no show. GYG resolution was a refund after our day went down the tubes.”

Helpful Report

Posted 2 weeks ago

“I have been using GYG for a while now but I am going to stop using this platform. Sometimes I really enjoyed my experience attending events that I could find on GYG but now I realized that this platform does not check the event organizers and does not care about the customer experience. Firstly, I believe that most event organizers are focused on ripping off naive tourists. At least they often offer overpriced tickets that could have been bought officially for much less money. Secondly, I have had several situations where I was a few minutes late and I did not get any support/response from the event organizers/GYG so I just wasted my money. It is up to you to plan your stay while travelling using GYG or not, but be aware that there is no guarantee that your experience will be good since GYG doesn't care.”

Helpful Report

Posted 1 month ago

“I booked a tour in Rome several months ago. A month ago they apparently sent an email with a time change, that I unfortunately did not make a mental note of, because leading up to to the day of tour, I have been bombarded with notifications regarding the tour - all stating the original time. So I assumed that this was the correct information. My voucher did not show the earlier time, nor did the countless notifications I have received leading up to the day of the tour. Hence, we missed it; and it was quite expensive! They refuse to offer a refund of any amount. I am a very unhappy customer. I believe they need to update their system of reminders to reflect any change in schedule. That only makes sense. I will not use them again. Buyers beware of this misleading practice.”

Helpful Report

Posted 1 month ago

“Do not use them. Sold me a tour that said skip the line. It didn’t mean skip the line nor was there even an entry ticket included. They blamed me for not reading the small print. The also purposely sent a picture of the wrong meeting point to confused the issue more. Rome Pantheon bogus tour. Do not use”

Helpful Report

Posted 1 month ago

“They have cancelled my experience last minute after travelling to the destination. They are still selling tours on the same date for over double the price I paid. Very continent some might say, my opinion is this is more likely a lack of customer service and simply putting higher priced alternatives in their priorities. I feel robbed by what I thought was a reputable company. Never again.”

Helpful Report

Posted 1 month ago

Helpful Report

Posted 1 month ago

“Don't book with them. They scam you out of money”

Helpful Report

Posted 1 month ago

“As a supplier of the platform I have been waiting a month for my products to be reviewed. A month is absolutely absurd, basically 10% of my year (The peak season) was wasted because they are incompetent. Over and above the 25% commission they charge, they make even more deductions, they make the providers pay the tax on their profits. So not only are they super slow, they are dishonest too.”

Helpful Report

Posted 1 month ago

“We booked tickets to Eiffel tower with summit access. The guide accompanied us to the 2nd floor, sharing interesting facts about the tower and Paris. However, at the 2nd floor, she informed us that we would not continue to the 3rd floor because the elevator is out of service — but it was actually working! We tried to access the 3rd floor, but security told us our tickets didn’t include it. We paid €178 for two adults and two children. We contacted GetYourGuide, but they responded that it was our mistake and refused to provide any compensation. They claimed we should have selected the €278 option to access the top. Very disappointing and misleading. Always double-check what your ticket includes! Long lines at security. Overpriced and not worth it.”

Helpful Report

Posted 1 month ago

“The company they hired cancelled our tour and tickets to the Louvre at the entrance, after the security line. We tried to buy individual tickets, but they were sold out. Beyond disappointed. This was our last opportunity to visit the museum.”

Helpful Report

Posted 1 month ago

“I purchased 3 tickets for Sansevere Chapel and one day in advance any local office sent us tickets for 16.30 and 17.00. We lost a lot of time. The local staff in chapel was impolite and forced us to wait altrough we shown getyourguide booking for 16.00 for the group. Very dissapointing.”

Helpful Report

Posted 1 month ago

“We didn't get any information, that they cancelled our trip. Afrer I tried call them 3 times I got email about some dangerous weather and that was big lie, the weather was excellent. Never again.”

Helpful Report

Posted 1 month ago

GetYourGuide is rated 1.3 based on 332 reviews