Menu
For Business Write a review File a complaint
GetYourGuide Customer Service Phone, Email, Contacts

GetYourGuide
Reviews and Complaints

www.getyourguide.com

Learn how the rating is calculated

4.2 11 Reviews 66 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

GetYourGuide Complaints 66

ComplaintsBoard
M
9:17 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

GetYourGuide Ticket park guell

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.

Read full review of GetYourGuide
Hide full review
ComplaintsBoard
R
6:50 am EDT

GetYourGuide Skyline luge sentosa instant entry ticket

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

Read full review of GetYourGuide
Hide full review
ComplaintsBoard
A
2:35 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

GetYourGuide Taxi service

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.

Read full review of GetYourGuide
Update by Anna81
May 10, 2018 2:13 am EDT

Ref: GYG35057285

I would like to lodge a complaint regarding the booking I made for a return trip from Krakow airport to Krakow town. I paid £49.42 for this return trip.

The driver was at the airport waiting for us on Sunday 6 May and was very helpful and courteous. He dropped us off at the Pollera Hotel and I asked him if our pick up time on Wednesday 9 May would be 0530 hrs, and he confirmed that was correct.

On the evening of Tuesday 8 May, I called your offices to confirm our pick-up time and was advised, by a male colleague, that it would be 0525 hrs outside our hotel. No taxi arrived. We tried calling 13 times but could not get through to your number (or to Discover Cracow). After about 40 minutes, we hired a local taxi at a cost of 61.20 PLZ. Eventually, I managed to get through to Discover Cracow, who had no record of our booking. After making enquiries, a man called Lucas advised that Get Your Guide had not passed on the relevant details to them and so no return taxi was ever booked for us. He advised me to make a complaint, which I am very happy to do. We are extremely disappointed in this service.

Hide full review
ComplaintsBoard
T
3:57 am EST

GetYourGuide Booking a tour of the alhambra in granada spain

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

Read full review of GetYourGuide
Hide full review
ComplaintsBoard
M
12:37 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GetYourGuide claim (giftun island snorkel) ref gyg02593729

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.

Read full review of GetYourGuide
Hide full review
ComplaintsBoard
H
6:57 am EDT

GetYourGuide Double booking: no refund!

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.

Read full review of GetYourGuide and 9 comments
Hide full review
9 comments
Add a comment
A
A
Arian Schaap
US
Oct 22, 2023 9:34 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

We were clearly advised on the website a price in Aud but were then charged the same figure in euro. Very disappointing & would advise all customers to monitor very closely. I will not use them again as they were not at all understanding of our situation & provided absolutely no compensation of any amount

P
P
PauloF
Vila Nova de Gaia, PT
Jun 06, 2023 9:24 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I booked 3 places, on the 29th of May, around 2:00 pm UK time, for the above activity on August 2, 2023.

I selected the option to pay later, filled the credit card details and confirmed it in my bank app.

But didn't receive any confirmation from Get Your Guide.

Can you please verify?

Tks,

Paulo Ferreira

email: 62pauloferreira@sapo.pt

J
J
Johnms
Collegeville, US
Apr 15, 2023 11:44 am EDT

Well, the guy stole one of our items I refuse to give it back. Get your guy did absolutely nothing. I want my money back.

H
H
Hitendra vora
US
Nov 03, 2019 7:35 pm EST

I have booked tour of barcelona land air & water through we barcelona but water tour i.e. boat ride was not done
Company agree to pay 7 euro each total 21 euro to me
My email id is hiten.vora.esense@gmail.com

W
W
WJD1
US
May 27, 2019 12:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Booked a tour to Toledo from Madrid for May 21 2019 leaving Atocha station at 9 am. No one showed up to meet at the meeting point. I tried to call the local number but no one answered it. The number provided was
34 [protected]
My booking number was
GYG [protected]

M
M
Massimo Giannini
US
Jan 30, 2019 12:15 pm EST

GetYourGuide Berlin billed my credit card for something I never booked nor I knew the company before. I instantly blocked my credit card as I received an SMS alert. I tried to know how they got my credit card number and code and who was using it, but they did not want to disclose the details. Somebody was frauding me, them an Visa but GetyourGuide does not want to give further information to me and invoke privacy and security issues...Wow !

J
J
JasminK
CH
Dec 12, 2018 4:30 am EST

For some reason, my credit card number was used to pay for tours I NEVER booked! In total almost €1000 over a period of 10 days!

Am trying now to get my money back, and have filed a complaint.

A
A
A.Eatock
GB
Sep 18, 2018 7:30 am EDT

Hi, I cancelled a booking and the refund still hasn't reached my bank account.

GetYourGuide still havent issued by refund

M
M
Memorkos
EG
Jul 14, 2015 9:43 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

We are talking like machines which is not accepted
this guy booked the trip once and 8f he made it by mistake, getyourguide should notify home and confirm that not just taking the money and putting the customer in hell.

GetYourGuide Reviews 0

Looks like GetYourGuide has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent GetYourGuide, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About GetYourGuide

Screenshot GetYourGuide
GetYourGuide operates as an online booking platform for travel experiences worldwide. The company provides a marketplace for travelers to browse and book tours, activities, and attractions in various destinations across the globe. Their offerings range from guided tours and museum tickets to outdoor adventures and city passes.

Customers can use the GetYourGuide website or mobile app to search for activities based on their travel dates, destination, and interests. The platform features a variety of options, including skip-the-line tickets, private tours, and unique local experiences, aiming to cater to a wide range of traveler preferences.

GetYourGuide also offers a service for users to read reviews from other travelers, which can help in making informed decisions about which experiences to book. Additionally, they provide customer support and the flexibility to cancel most bookings for free up to 24 hours in advance.

The platform is designed to simplify the process of discovering and securing things to do in a new city or country, with the goal of enhancing the overall travel experience for users. Whether you're looking to explore historical landmarks, enjoy a cooking class, or embark on a wildlife safari, GetYourGuide aims to connect you with the activity that fits your travel itinerary.
How to file a complaint about GetYourGuide?

Here is a comprehensive guide on how to file a complaint against GetYourGuide on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in using your credentials. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue you have faced with GetYourGuide in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with GetYourGuide. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, the company's response, and the personal impact of the problem.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents that can strengthen your complaint. Avoid including sensitive personal data in these documents.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses incurred and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it to ensure all necessary details are included.

8. Submission Process:
- Click the 'Submit' button to submit your complaint against GetYourGuide.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com to stay informed about the progress.

Ensure each step is followed carefully to effectively file your complaint against GetYourGuide on ComplaintsBoard.com.

Overview of GetYourGuide complaint handling

GetYourGuide reviews first appeared on Complaints Board on Jun 3, 2015. The latest review Someone is using my identity for senlling services on your website was posted on Oct 24, 2024. GetYourGuide has an average consumer rating of 1 stars from 316 reviews. GetYourGuide has resolved 0 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
4.0
37908 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. GetYourGuide Contacts

  2. GetYourGuide phone numbers
    +1 (855) 664-8235
    +1 (855) 664-8235
    Click up if you have successfully reached GetYourGuide by calling +1 (855) 664-8235 phone number 4 4 users reported that they have successfully reached GetYourGuide by calling +1 (855) 664-8235 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +1 (855) 664-8235 phone number 65 65 users reported that they have UNsuccessfully reached GetYourGuide by calling +1 (855) 664-8235 phone number
    USA and Canada
    +49 305 444 5944
    +49 305 444 5944
    Click up if you have successfully reached GetYourGuide by calling +49 305 444 5944 phone number 12 12 users reported that they have successfully reached GetYourGuide by calling +49 305 444 5944 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +49 305 444 5944 phone number 29 29 users reported that they have UNsuccessfully reached GetYourGuide by calling +49 305 444 5944 phone number
    Germany & International
    +44 203 308 9497
    +44 203 308 9497
    Click up if you have successfully reached GetYourGuide by calling +44 203 308 9497 phone number 12 12 users reported that they have successfully reached GetYourGuide by calling +44 203 308 9497 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +44 203 308 9497 phone number 19 19 users reported that they have UNsuccessfully reached GetYourGuide by calling +44 203 308 9497 phone number
    United Kingdom
    +33 185 653 444
    +33 185 653 444
    Click up if you have successfully reached GetYourGuide by calling +33 185 653 444 phone number 8 8 users reported that they have successfully reached GetYourGuide by calling +33 185 653 444 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +33 185 653 444 phone number 13 13 users reported that they have UNsuccessfully reached GetYourGuide by calling +33 185 653 444 phone number
    France
    +39 645 236 984
    +39 645 236 984
    Click up if you have successfully reached GetYourGuide by calling +39 645 236 984 phone number 4 4 users reported that they have successfully reached GetYourGuide by calling +39 645 236 984 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +39 645 236 984 phone number 4 4 users reported that they have UNsuccessfully reached GetYourGuide by calling +39 645 236 984 phone number
    Italy
    +34 917 693 519
    +34 917 693 519
    Click up if you have successfully reached GetYourGuide by calling +34 917 693 519 phone number 0 0 users reported that they have successfully reached GetYourGuide by calling +34 917 693 519 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +34 917 693 519 phone number 1 1 users reported that they have UNsuccessfully reached GetYourGuide by calling +34 917 693 519 phone number
    Spain
    +41 912 611 5 93
    +41 912 611 5 93
    Click up if you have successfully reached GetYourGuide by calling +41 912 611 5 93 phone number 0 0 users reported that they have successfully reached GetYourGuide by calling +41 912 611 5 93 phone number Click down if you have unsuccessfully reached GetYourGuide by calling +41 912 611 5 93 phone number 0 0 users reported that they have UNsuccessfully reached GetYourGuide by calling +41 912 611 5 93 phone number
    Switzerland
    More phone numbers
  3. GetYourGuide emails
  4. GetYourGuide address
    Erich-Weinert-Straße 145C, Berlin, 10409, Germany
  5. GetYourGuide social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Oct 28, 2024
GetYourGuide Category
GetYourGuide is ranked 12 among 518 companies in the Travel and Vacations category

Most discussed GetYourGuide complaints

A tour service
1
(opinions to this review)

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.