I don't take any pleasure about writing a disfavorable review for a company that I've used before without any problems. However, during a recent trip to Mexico City, about a week ago, my experience with Get Your Guide (GYG) ended up being totally different.

I booked a tour through GYG on Thursday, June 6,2024, to visit the Pyramids of Tehotiuacan the next day, FRIDAY JUNE 7,2024. Although I'm not "spring chicken" anymore, I'm still adventurous and had enormous enthusiasm for this tour. I've been to the country of Mexico multiple times and been dreaming about visiting the archeological site outside CDMX for a very long time.

The night before the tour, right after dinner at my hotel (Sheraton Maria Isabel), I became severely ill with food poisoning and, as a result, I spent the entire night with terrible episodes of diarrhea and a debilitating feeling of being dehydrated. 4 hours before the tour pickup time, exactly at 2.26 a.m. local time, and worried knowing that I wouldn't be able to go on the tour, I sought assistance related to the tour cancellation through the Get Your Guide app. I was referred to the actual tour operator, ONE WAY MEXICO TRIPS (OWMT), to whom I wrote via WhatsApp, explaining the dire situation I was in and requested a cancellation of the tour. The tour guide from OWMT wrote me back stating that "he would talk to his boss about how to proceed with the cancellation and wished me well". I never heard from them again, despite having written another message 48 hours later and contacting GYG USA Customer Service on the phone twice. On Saturday, June 8th. 2024, I flew back home in the USA, still not being fully recovered.

Two days later, on June 10, I received and email from GYG inviting me to write MY OPINION about MY EXPERIENCE in the tour I had purchased. The invitation had a 2-day time window. Up until that moment, I had NOT received ANY RESPONSE, neither from OWMT nor from GYG, to my request for a policy-exception and a refund of my payment. Depite their silence, I decided to contact the tour operator once more through WhatsApp.

When it was evident that I was meeting a SILENCE WALL on their part and that a response wouldn't be forthcoming, I decided to share my thoughts and publish a review on GYG platform. SEE ATTACHED PHOTO.

Nothing that I wrote was untrue or inaccurate. Eventually, both, Get Your Guide and One Way Mexico Trips, responded explaining that a refund of my payment ($109.92) was not forthcoming, because the cancellation was requested less than 24 hours prior to the actual tour date, which is true; as it is also true that span between the tour purchase and the star time of the tour was less than 24 hours. THERE WAS NO WAY TO MAKE THEM RECONSIDER AN EXCEPTION, not even in a case that involved a 71+ year old person, in distress, whom for no fault of his own was prevented from participating in the tour, due to a serious medical event.

Subsequently to posting the tour review, I received a message from the operator, "chastising" me because I had written a tour review and, by doing so, "I HAD LEFT THEM WITHOUT ANY OPTION TO OFFER ME A SOLUTION". I was in disbelief and wondering if the words "EXCEPTION" or "EMPATHY" truly existed in Get Your Guide and/or One Way Mexico Trips' lexicon.

In what I feel was a reprisal, the tour review I had posted was immediately deleted by Get Your Guide, claiming that their reviews are published solely at their discretion and must be limited to the actual tour experience and were not to include anything else. I was (and still am) incensed! WHAT HAPPENED TO THE FREEDOM OF EXPRESSION? When I was invited to offer my opinion about the tour, there's no mentioning of what part of it was I allowed to comment on.

What Get Your Guide has done by deleting my review is CENSORSHIP and a gross attempt to silence us, the customers. Consequently, I have no confidence what-so-ever that the reviews that appeared in their platform convey the customer's true experience---from the moment of the booking to the end of the purchased activity. And so, this is an alert to others to consider what they read in Get Your Guide more objectively.

Based on my own experience, I've come to the conclusion that both, GET YOUR GUIDE and ONE WAY MEXICO TRIPS, are more interested in getting your money than truly servicing their customers. I find their treatment of a 3rd age person totally appalling and their customer service, twisted and unsympathetic. I WOULD NOT RECOMMEND BOOKING on this site to others.

I booked the tour Zingaro Riserve and Scopello Boat Tour with Lunch from Trapani online with GetYourGuide. On the website there was written that transport was provided from Trapani to San Vito Lo Capo for an extra fee of EUR20.

On the 21st August 2023 we were at the meeting point 30 mins before but the transport never showed up and if it weren't for a very good taxi driver who took us to San Vito Lo Capo we would have missed the boat tour.

We were a group of 4 and we had planned to pay EUR20 each to go to San Vito Lo Capo as there was written in the booking. However we ended up paying €150 for both ways instead of EUR80 (€20 each) as there was written when I made the booking.

On the day I started calling Egadi Navigazione from 09:30 to inform them that we were not picked up from Trapani. At first they told me that they sent me and email and that they even called me to tell me that there was a problem with transport and I had to find my own means of transport. This was not true. When we arrived at San Vito lo Capo they didn't even have our names.
I even tried to contact GetYourGuude on the app but to no avail.

When I returned back from my holiday I made an official complaint to GetYourGuide by writing them an email to ask for a reimbursement for the extra money we paid for the taxi.

The answer was that I should contact Egadi Navigazione because they were the ones who failed to provide me with transport. I wrote back telling them that I made the booking through GetYourGuide and not Egadi Navigazione.

Do not book the tour Zingaro Riserve and Scopello Boat Tour with Lunch from Trapani with GetYourGuide. The transport from Trapani to San Vito lo Capo is a gimmick as they don't really send someone yo pick you up from Trapani.

Date of experience: August 21,2023

It was vey usfull in my last tour to Italy
We orded a tour to Pompeii and a ticket to Piza
And we were very satisfied

After having previously purchased (05/23/2023) two tickets for the activity, on 06/07/2023 at 12:30 p.m. we went to the meeting point (bus station) provided in the general information of the site, half an hour before it starts, this means half an hour before the bus leaves.

When we were getting in the bus (a regular bus), we were surprised that, despite the fact that the driver had my name registered on a PDA, we were the only Spaniards on it.

When we arrived to Auschwitz and to our surprise, there was no one from the organization waiting for us either at the bus stop or at the museum entrance. Also, we were still the only Spaniards (or Spanish speaking people) at the place. It is for this fact that I proceed to make a first call to the GET YOUR GUIDE telephone number, provided in the printed reservation.

After several telephone conversations and once the facts were exposed to the person who attended me one of the workers tells me"there is a translation mistake of the website (from GET YOUR GUIDE) from English and that it is not a physical guide, but a paper guide", which, at first, seemed ridiculous to me and that there must have been a person waiting for us at the station with the guides and tickets, which, of course, was not true since we were at the station half an hour in advance and also, we were the only Spaniards on the bus, so if we had not been located, it would have been easy for our factions, or else, to contact us through the telephone number provided in the reservation.

Frustrated, we went with the printed ticket of the activity to the entrance of the museum, where they told us that with that ticket we cannot enter and we must buy a ticket at the box office. Therefore. I contacted the company again commenting on what happened, having as an answer "we're very sorry, they will proceed to reimburse me for the payment of the activity".

For this reason, and an hour and a quarter later, we proceeded to pay for two new tickets (at a price higher than the offered by GET YOUR GUIDE) and to take a tour of the museum in English (I do speak english but my friend doesn't), since there was no option for that time to do it in Spanish. Finally, and at the end of the visit, we were also forced to pay for the return bus tickets, since at no time was a return transport provided to us, neither electronically nor, of course, in person.

The result was that, having paid for an activity that included the three points mentioned at the beginning, as described on its website, we did not enjoy anything offered, only one-way transportation on a scheduled bus. However, it was not until two days later, after several e-mail exchanges with the GET YOUR GUIDE customer service, that I realized that, whether it was a translation error or not, as they stated in the first instance. What they were offering did not correspond at all to reality, since they did offer (and continue to offer until last week when I contacted the german consumer organization and they decided to change it, so they some how agree with me, after 2 weeks of complaints) an activity that included: TRANSPORTATION ROUND TRIP, TOUR WITH A LICENSED GUIDE OR OFFICIAL GUIDE IN YOUR LANGUAGE AND ENTRANCE TO THE MUSEUM.

And NOTHING of what they offered was true!

I used GetYourGuide to book two one-day excursions in Crete (Matala beach and Agios-Nicolasus/Elounda/Spinalonga). Everything was very fine.

We used GYG to book a round trip transfer from MBJ airport in Jamaica to and from Grand Palladium resort.

I cannot overstate my appalling experience with GetYourGuide, which centres around getting Swiss Travel Passes for myself and my wife for our recent holiday in Switzerland.

Basically I ended up with two Swiss Travel Passes, both in my name although I tried to get the second in my wife's name and this involved being unable to remove any items from my checkout basket, even when I went in and out of the website again. I should have simply cancelled the second one and ordered again but I phoned their number and their call centre assistant (who I cannot fault) very kindly changed the name on the second pass and assured me it was valid. It is perhaps to their credit that they spent 1 hour and 10 minutes of an assistant's time on this, but I was actually not very happy that they also took 1 hour and 10 minutes of my time, apparently because of their slow IT system. Anyway the corrected ticket (or what appeared to be the corrected ticket) was sent to my wife in her name, and I already had mine. I had downloaded the app, so the two tickets (GetYourGuide vouchers) both appeared in it.

However, while we were waiting in the plane to take off for the holiday, I received a message from "Swiss Tours via Get Your Guide" asking me why there was a duplicate ticket in my name. I pointed out that I now had the passes in my and my wife's names and I didn't need any cancellation. Their reply was very strange: "Please note, we issue and send you passes, you don't have to show the GetYourGuide vouchers. I already sent you yours. Please share your wife's details so I can issue one for her too." (as if I hadn't already) They then pointed out that I needed to show pdfs of the Swiss Travel Passes issued by SBB CFF FFS, not the "GetYourGuide vouchers" for which they had sent me my copy but not my wife's because they said they didn't have her details. I sent them (actually for the second time) and they then sent me my wife's SBB CFF FFS pdf. This whole incident caused me no end of stress because, until travelling on Swiss trains I was unsure if my tickets would be valid.

The main problem I have is this: When you book Swiss Travel Passes with GetYourGuide, they encourage you to get their app and send TICKETS to your app. They give every impression that they are indeed tickets. They are headed "Swiss Travel Pass" They give the date, the time, your full name and a full description of their validity. They also give a QR code, and four arrows to expand it. Why on earth do they make it look exactly like a ticket when it's actually a "GetYourGuide voucher" and they only follow up with the real tickets later? The amount of my time this has taken is incredible. I will never use them again.

First off, if i could leave 0 stars, i would! I Booked on get your guide and followed the emails directions. Pretty much show up 20 mins early. Cool done! We show up and check in and my wife is told that out tour left becuase we didn't show up 30 mins early. We are like wtf? The email says 20 mins. Guy pretty much blames it on GYG. So I already know this is going in circles…dude with glasses says "we have told GYG but they don't change it" so that being said, how am I, the customer, going to know that I should ignore the email and show up earlier. Would have had no issue showing up 30 mins early. But for peets sake UPDATE YOUR INSTRUCTIONS! Next, a couple behind us shows up and says we are here for our 2:45 tour. I think, well…they are screwed. Nope! The lady helping them tells them where they need to go. Now, as we are hearing this, the guy with glasses says, "you will need to wait for the 4:30pm tour". Now we are getting upset that we have to wait an hr and 1/2 while that other couple got right to where they need to go. My wife says, "I'm going to write a bad review for GYG becuase we were sent the wrong instructions". Notice I said GYG, Not this agency. Well the guy gets a power trip and just says "we are cancelling your tour. You don't threaten us". So I guess we hurt his feelings that we were going to write a bad review of another company. My wife said she was sorry but it wasn't to them, but GYG" well, he didn't care. He canceled our tour and told us to get out. Meanwhile his coworker(the lady helping the previous couple) says just book them for the next show And he says NO! Talk about customer service! If it's indeed GYG fault, why are you upset about them getting a bad review. Never again will I book with GYG OR this "the ultimate Italy" place. And if you do, avoid the guy with glasses or he will cancel your stuff for speaking your mine….
Also, notice I said "the ultimate Italy" agency? Funny, the same email with our instructions tells us to look for "Italy with family" office on the 2nd floor…. Had I just not kept walking on the street level I wouldn't have found this place. Even others looked clue less and asked us if this was the GYG tour place. Please, update your instructions! It's like you purposely don't want us to make it on time and find your check in place. What kind of business gives you wrong instructions? Such a terrible way to treat your customers. SHAME ON YOU! This was our honeymoon and I have always dreamed of going to the colosseum. So much for that…
Buyer beware and hopefully your psychic powers are up to par to know that you are expected earlier than instructed and to be a detective and not wonder onto the second floor (once again) per their instructions. TY GYG for ruining an experience that I have waited years to get…you have lost a customer and I will NEVER again book with you since it's apparent that instructions from you is a waste of our time….
And to the agency, teach your reps to be more considerate and maybe have your tours scheduled 10 mins more out so maybe when I show up 20 mins to our tour, it works out to your 30 mins. Or maybe they over book on purpose and take who ever shows up earlier than instructed. Terrible! Never again…

On Sunday February 09,2020 while in Bogota I was looking for a tour that would offer some attractions outside Bogota. Initially I found a tour which had only the Salt Cathedral. That tour " Bogota Salt Cathedral Small Group Tour with Entrance TIcket" was listed at: $60/per person. I DID NOT WANT THIS TOUR!
Since every review I read recommended Lake Guatavita as a must see attraction, I kept looking for a tour which included both.
I continued to browse GetYourGuide website for a tour which included both locations. I was glad to find such a tour, and I selected a tour titled: "Bogota: Zipaquira, Salt Cathedral & Lake Guatavita Tour" duration 8-10 hours. Everything in the title, full description, highlights indicated that the sites will include the Zipaquira, Salt Cathedral & Lake Guatavita for $135.71/per person. I used my credit card and I was charged $271.42

Next day, Monday February 10,2020 the tour guide picked us from our hotel Ibis Museo at 9:00AM. We headed towards the Salt Cathedral. Once our visit to the Salt Cathedral was done the guide asked us if we want to stop on the way back to have lunch or go back straight to the hotel. To our shock, we were very confused as we knew that Lake Guatavita was part of the tour.

We called GetYourGuide and tried to explain that we were right, and every advertised part of that tour included both destination. We continued to speak with the Customer rep from GetYourGuide. GetYourGuide rep kept insisting that the tour only included the Salt Cathedral, and there was an option to pick destinations, later in the booking process, despite the entire advertised tour clearly stating: "Bogota: Zipaquira, Salt Cathedral & Lake Guatavita Tour". We requested to speak with a manager as the GetYourGuide customer rep kept denying any deceiving practices and blamed against clear evidence that GetYourGuide used misinformation and deceiving practices. Despite trying to explain that the Tour title nor any further description did not say "OR" Lake Guatavita, and that geographically based on Google maps, visiting ONLY the Salt Cathedral would NEVER take 8-10 hours - the manager from getyourguide.com kept insisting that the tour only included the Salt Cathedral. Although the manager from the local provider "Gran Colombia Tours" continued to explain to GetYourGuide that it was clear to him that all our screen shots proved that we were led to believe that we booked two destinations, he was not successful in getting GetYourGuide admit their misinformation and deceiving practices.

No offer or attempt to reimburse us was made by GetYourGuide.

Fortunately, I did not have the bad luck of arriving for a scheduled event or tour organized though GetYourGuide only to find out the time had been changed or that I'd completely missed the event as some reviewers here have experienced. However, my short-lived dealings with GetYourGuide were similarly disastrous. I will never touch this agency again.

I had booked a week-long trip to Seoul, and the planned highlight of my holiday was to tour the demilitarized zone between North and South Korea - something which is understandably extremely popular and needs to be booked a few weeks in advance. No matter, I booked my scheduled 4th of October tour in early September, which was marked as available on GetYourGuide. So far so good.

Shortly thereafter, I receive an email from the customer service department telling me that the 4th was inexplicably fully booked, asking whether I'd be able to attend the tour on the 5th. I was unable to attend on the 5th, but informed them that if no other date was available during my stay, I would take the tour on the 5th and make the necessary arrangements.

Days go by and I'm told GetYourGuide have been unable to get a reply from the tour group I was to be attending with. More days go by, I send email after email asking for updates as time ticks by and slots for DMZ tours become harder and harder to find.

I am never dealt with by the same customer service agent more than twice throughout my email correspondences. I am constantly dealing with new people, constantly being given the same response that they have been unable to get through to the tour group I've booked with. All the while I see less and less dates available with this as well as many other tours offered at the DMZ for my stay. The stress is building.

Finally, a full TWO WEEKS LATER, I receive an email from another different customer service representative, saying the available dates are the 15th and the 16th of October, EVEN THOUGH I had already informed GetYourGuide I was only staying until the 9th. Is the 5th of October still available? You guessed it! OF COURSE NOT! It's been fully booked!

I had no option left but to cancel, which unsurprisingly was dealt with very swiftly - Something tells me tour cancellations are something GetYourGuide has vast amounts of experience with.

I am awaiting the refund of my booking within 5 business days. I wonder if a fee will be arbitrarily deducted as other poor souls seem to have experienced here with GetYourGuide.

In summary, steer well clear of this abysmal booking agency, unless of course you take some sort of masochistic pleasure in leaving your carefully prebooked arrangements in the hands of those not competent to deal with them.