GetYourGuideReviews 873

We bought our tickets in February 2025 through GetYourGuide for the Colón Theatre English guided tour on 12 November 2025.
On the same day before the tour, GetYourGuide sent us a text message claiming the visit was cancelled due to protests.
However, when we arrived at the theatre, there were no protests, and the tour was running normally.
Everyone else in the queue was allowed to enter — except us. The theatre staff informed us that our GetYourGuide tickets were invalid.
Afterwards, we contacted GetYourGuide. They did not explain why our tickets were invalid and avoided all our questions.
We requested financial compensation, especially since we had travelled all the way from Australia to South America, and this was an important experience for us.
However, GetYourGuide refused compensation, giving various excuses without any real reason.
GetYourGuide provided false information, sold invalid tickets, and refused to take responsibility.
We strongly advise other travelers to be very careful when choosing a company to book with.

First and last time: terrible experience, we took a day tour of Krakow's surroundings and the journey was really poorly planned with very little time around most of the stops (one the guide gave us 10 mins too see a village, which is 5 min if you consider that you need time to get back to the taxi); all of the explanations were made in 5 minutes reaching the locations and if even if I had booked for Italian language, there was only English (my mother couldn't follow much), with the guide never really guiding us anywhere but just dropping us and saying "see you later". He even rushed to finish the trip 1 hour earlier than scheduled, and when I asked about it he just scoffed at my face and walked away mumbling something about traffic.

In August 2025 we booked a snorkelling trip to see manta rays off Nusa Penida through GetYourGuide. GetYourGuide arranged transport with Axe Stone Fast Cruise – the same company whose boat Dolphin 2 recently capsized near Sanur, killing several passengers. Despite this tragedy, GetYourGuide still placed us on the same operator's vessel. When we learned about the accident we cancelled before boarding; GetYourGuide's customer‑service team refused any refund. We booked through GetYourGuide because we expected safety vetting and support, but the company put our lives at risk and then valued money over safety. We urge travellers to avoid them until they improve their safety standards and refund policies.

I booked a tour with GetYourGuide while traveling abroad to celebrate my birthday and create unforgettable memories. Instead, the entire experience turned into a complete disaster. The meeting point they provided was almost impossible to reach due to a large public cycling event — something the guide should have known about. Instead of helping me, the guide offered no solution, made no effort to meet me halfway, and left me completely stranded. I spent hours on my birthday exchanging endless messages, trying to fix a problem that should have been handled professionally from the start. I paid for an experience I never received, and the lack of care, responsibility, and respect was unacceptable. When I contacted GetYourGuide's support team, their responses were evasive, manipulative, and dishonest — as if they were trying to avoid any responsibility for what happened. This is not just bad customer service — this is systematic negligence that puts thousands of travelers at risk.
A company that operates globally, charges customers, and fails to deliver promised services must face immediate investigation by an independent regulatory authority in the country where it is based. Until a full investigation is completed, this platform should be temporarily shut down to protect travelers from potential scams and further damage

I do not recommend and will never use again… what a rip off. Their search engine makes mistakes, incorrectly induces the customer and its not their fault at all. Maybe it's just reasonable that when you search specifically Spain, you don't end up with all options in Colombia …. ANOTTER EFFING CONTINENT …. Don't expect their customer service to be helpful or to actually support, nonetheless inform the service provider on a timely manner… everyone gets to be upset except for GetYourGuide, who actually generated the issue to begin with

We've been a proud partner of GetYourGuide (Supplier ID: S*******) since 2017, running a small, family-owned business offering unique guided treasure hunts with more than 250 glowing 5-star reviews. We invested years of passion and quality into building experiences that guests love — and our ratings reflect that. However, in April 2024, our guided tours were suddenly deactivated without prior warning, affecting our entire income stream overnight. After weeks of pleading for clarification and escalation, some of our products were reinstated on April 24th, with confirmation they met all quality criteria. But just a few weeks later, in June, all products were again deactivated — no explanation, no email, and support responses consisted of vague copy-paste messages or AI-generated replies that ignored the specifics of our case. We've now gone more than a week without any real answers while we lose income and bookings daily. Our team and family are left in limbo. This experience shows a worrying trend: small suppliers, no matter how loyal or high-quality, are being left behind in favor of automated decisions and impersonal policies. The lack of transparency, communication, and responsibility from GetYourGuide is shocking for a company that claims to value partnerships. We urge GetYourGuide to improve its supplier support, implement human review before deactivation decisions, and treat long-standing partners with the respect and fairness they deserve.

Their customer service team lies about their product review process. It's impossible to get a tour listed. If they treat their suppliers like this imaging how they treat their customers

Disappointed! I will never ever use it!
I will tell anyone who could hear me not to use it!
You manage to ruin my holiday and make my 11 years old son to cry for the whole visit to Sagrada Familia in Barcelona!
I bought tickets for my family and my son being 11, I bought a ticket as a child (the adults tickets are from 12 to 99) and they did not let us in. My husband had to give up his ticket to my son and wait for us outside!

As a supplier i totally disappointed with get your guide. They were rejected my ID verification without any reason and yet they didn't give a reason also not gave another chance. Their dont reply ever. This scam traveller site should not exist on internert.

We were surprised and deeply concerned to know that our account has been deactivated, especially given our positive and complaint-free partnership with GetYourGuide.

We have been collaborating with GetYourGuide as a supplier for 19 months (Supplier ID: *******). Suddenly, we received an email stating our account's immediate deactivation, citing the following:

"We consistently review alignment with our business focus. It has been determined the products you currently offer are not in line with our business focus and standards.

According to section 14.2 of our terms and conditions, either party has the right to terminate the agreement at any time for convenience, with 30 days' notice. This decision is legally supported by this clause."

This unexpected decision has placed us in a challenging position, with significant consequences, potentially leading to job losses for many individuals who rely on this partnership.

These individuals have families and responsibilities. How can such a prominent organization like GetYourGuide act irresponsibly towards its suppliers?

I recently had a very disappointing experience with GetYourGuide. Due to a malfunction in their app, I couldn't access my ticket for a booked activity. When I reached out to their representative, I was advised to purchase a new ticket elsewhere, which I did to avoid missing the experience.

Despite this, GetYourGuide refused to issue a refund, citing their policies. I find this extremely unfair, as the issue was caused by their platform, and I acted based on their representative's advice.

This experience has left me feeling frustrated and undervalued as a customer. I expected more accountability and fairness from a company that markets itself as customer-focused.

"I have booked a tour for my trip to Bratislava and Budapest from Vienna initially for Dec. 29. I booked it months in advance and really counted on it. Two days before the trip, I received a message from gettyourguide stating that they cancel my tour because the provider overbooked it. But they didn't issue any refund to me, I still had to go into my profile and cancel the trip myself to get full refund. I found it a little odd but was left disappointed and tried to scramble and arrange this same tour for a different date. I was already in the country! After changing plans and contacting GetYourGuide agent via messager, I found the date and they confirmed that this activity is 100 % confirmed. That 100 percent confirmed date was January 3. Two days before my rescheduled tour I received a message from GetYourGuide stating that my credit card didn't go through but please contact us and we can solve it together. I spent all morning while on my trip on vacation calling my bank, messaging GetYourGuide and figuring out what to do. My case was sent to a "higher department" - I was told by the costumer service. I messaged to two different agents and both of them were not able to help me and accept the form of payment for the trip. By the way, there is no live person who can help you over the phone. Then 5 hours after I contacted them again, knowing that my activity will be cancelled if I don't pay 28 hours in advance. I called the activity provider directly to the number I was given. There was no response. So after spending hours in this matter, chatting on WhatsApp with costumers service representatives who didn't do anything for me, my trip was cancelled by GetYourGuide. It was a disastrous experience that I don't wish anyone to have. I asked for a direct contact information of a manager of GetYourGuide but my requested was denied. They assured me that I will get an email from "the higher department." It's been over six days now and I'm back from my trip. Nobody contacted me. I will share my experience with wider communities and file more complaints. This is a business that has no respect for their customers. They take no responsibility for their action.

We booked two tickets for the Cable car in Santiago, Chile. We paid 18,000 each. The tickets on site were actually 2,500. And whe we got to the line with our voucher the system would not recognize them. So we had to buy again. Don't ever use this agency!

Out of 4 tours booked with them, 2 tours were cancelled, 1 tour was canceled without advance notice after we showed up at the meeting point (run around to get a refund which never happened) and 1 popular tour was changed from desired early morning (to beat some of the crowds) to mid afternoon (busiest time). The tour that went well was a self-guided tour.

Customer service is poor. Constantly blocking cards because they state 'system had negative response' and 'bank blocked card' - even though many conversations with bank stating that is not the case. Therefore unable to book or pay for tours. Communicating with them was unhelpful as often just get a generic email back. Will never use ever again, caused more hassle than it's worth.

Absolutely lier and miss management, they deactivate suppliers after they build for them I advise every one who works in tourism in the world to never work for this company, they have very strange management system every department far from other one and always strange destination destroying people business with cold answers, they will never continue poor very poor management specially how they deal with the people who build for them and they close their business so easy. I hate them they made me built for them and they lift me so easy with no solution... Attention never work for GetYourGuide they will destroy all what you will build, they make manager for me young woman have no experience with tourism and she must be destination manager to me I'm 20 years in the field and giving strange ordered and stupid decisions, they have nothing to do with tourism and soon they will fall down..

Air Canada delayed my flight by 4 hours so I was late and missed my connecting flight in Washington, to go to Rome.

I had pre-booked and for an airport transport from to my hotel. Because my flight was delayed I arrived the day after the original booking date.

Both the activity provider and Getyour Guide refused to adjust the booking for the day after, even though this was beyond my control.

They said I had to give 24 hours notice. I guess you have to be magic and telepathic when travelling to know to inform GYG that your flight is delayed. I dont know anyone that can do that.

Because of this, I had to pay out of pocket to travel to my destination. The kicker is that GYG charges me $146.99 for the transport, but the airport taxi is a flat rate of $55 Euros to the center of Rome. Even with the conversion it is overpriced.

I will never book anything in future with GYG. Be smart and use their competitors. They couldn't even get their own activity provider to answer emails, chats or pick up the phone!

Camille

It was the worst experience of my life. I recommend not to buy anything through this site. We cancelled our trip due to my wife's surprise pregnancy and requested a refund. Although it is written everywhere that a refund is made within 24 hours, they did not refund our money with the excuse that the company we bought was not refunding. I bought these tickets with confidence. DO NOT BUY ANYTHING HERE.

We are a family-owned business, and our experience with Get Your Guide has been extremely disappointing. Despite their promises of an easy setup, we encountered numerous issues that have significantly impacted our operations.

Incorrect Information Posted: Get Your Guide posted incorrect information about our services on their platform. This has caused confusion among our clients and damaged our reputation.

Booking System Issues: They set up our booking system incorrectly, failing to notify us of incoming clients. This led to numerous scheduling conflicts and unhappy customers, and they did not inform us about these problems.

Poor Communication: Their team has repeatedly ghosted us when we tried to reach out for support. We have been left in the dark with no assistance to resolve the issues.

No Payments Received: We have not received any payments for the clients they sent our way. This lack of transparency and accountability has been frustrating and financially damaging.

Higher Commissions Than Agreed: To make matters worse, they took a larger commission than originally agreed upon. This unexpected increase has further strained our financial resources.

Overall, we strongly advise other businesses to avoid using Get Your Guide. Their poor service and lack of support have been a major setback for us.