GetYourGuide: Travel & Tickets Reviews

by MsMagooToo

I read an article about Innsbruck, which recommended I buy an Innsbruck Card. The card is a way to get around Innsbruck and includes admission into multiple tourist attractions. I clicked on the link to buy the card and it brought me to this company. I assume this company sponsored the article but I could be wrong. I bought the Innsbruck card through this company because it touted instant mobile ticket vouchers. We got our ticket vouchers instantly as stated and headed off to our first attraction. When we got there the mobile tickets didn’t work. After much ado with the ticket office we discovered that we didn’t actually have the Innsbruck card, but instead just ticket vouchers. Not only could we not enter the attraction but we‘d have to travel 30 minutes away to exchange the mobile vouchers for the actual Innsbruck Card tickets at a specific location. We could have just bought the Innsbruck card where we were but we’d be out an extra 68 euro. So we went to the tourist center 30 minutes away to exchange our electronic “voucher” for our paper Innsbruck Card. There we waited for an hour in line to get our Innsbruck Card. Only then were we on our way...what a waste of 2 hours. This company offered no convenience. We could have just bought the card anywhere in Innsbruck for the same price and without the hassle. This company offered nothing but inconvenience.

by Big Country 1987

I bought two tickets to the Met Museum in NYC. It was only after I bought them that I learned they would not in fact grant me entry, and that a time slot also had to be reserved. They would not refund a single bit of my $50 reservation, even though they provided no value to me at all. Will never use again.

The name of the ticket is for “entry”. I was cautious of this, even going through to read the “full description” tab. Nowhere on the “full description” of the reservations I purchased, did it state that a time slot must be chosen.

I would understand if you were unable to refund me because my reservation kept others from going to the museum, but it didn’t. Maybe $50 isn’t a lot to most of your world traveling customers but it is a lot to me.

by Luis E. Cadena

The biggest scam ever !!! I had booked a tour with a camel safari in Cabo San Lucas, MX. someone was suppose to pick me up, but they didn’t say at what time. When I called they told me that we’ve missed the pick up and they couldn’t go back for me. I tried to rebook another activity and kept going back and forward from Get your guide to the tour place. Long story short, they scammed me out of $220 USD and they stated that it was my fault for not knowing at what time they were going to pick me up and that I’ve lost the money. There was no email with the itinerary they just stated that there was a call 3 days ago where they stated they gave me the pick up address. Not recommend GetYourGuide or the site!!!! PLEASE DONT GET SCAMMED !!!!

by Pokhra

I bought tickets to the Cathedral of Sevilla while at lunch using the WiFi in the restaurant. After I purchased the tickets for an entrance that was less than an hour away, I received a receipt and a notice that my confirmation and ticket would be emailed with 48 hours. If that’s the case, why allow me to purchase with such a short window? The email was delivered two hours later, too late to be able to use it for the specified time.

Further, I don’t understand the pricing. I was charged 36€ for two adult tickets (no audio guide, no tour), while the cathedral sells tickets for 9€ for adults and 4€ for students. There was no student pricing available online. What value is being added here? Why would I ever buy a ticket with GetYourGuide?

by Kendylk238

This is a HORRIBLE COMPANY. I am currently on my honeymoon and they sold me a ticket to a tour that did not exist because it was already sold out. When I discovered the tour was not real, they refused to refund my money without “confirming with a local vendor” and did not offer any replacement tour. They kept my on hold for about 30 minutes and told me it was “company policy” not to allow customers to speak to supervisors. So now I have had to adjust our entire honeymoon schedule due to the lost time. SHAME ON YOU, Get Your Guide. The best part of the whole experience? That tour is still listed as available on their website. So they’re still selling tickets to a sold out tour. And it’s posted under three separate listings! So you can’t tell which tours are real and which ones are fake.

by Boxrz

As a foreign visitor trying to book excursions “on the fly” we booked an Eiffel tower dinner through this company after multiple attempts due to poor cell coverage, while in Italy. Received confirmation email with confirmation number and reservation number only to find out in Paris that though this company took our money they never booked the dinner! The confirmation #’s had been canceled & it was too late to re-book or even get tickets to go up the tower!! Also even though booked via google you need their app on mobile device to get mobile pass (which was very difficult with poor cellular coverage while traveling) though they send email confirmation. Very disappointing!!! Still have not got money back as promised! DO NOT DO BUSINESS WITH THIS COMPANY!!!!!

by Spinning Wheel Watcher

Arrived early for a Duomo tour and found exactly the entrance for our meeting point (thanks to GPS coordinates) but was sent away by museum staff and told we needed paper tickets not a mobile voucher and to get these from “Entrance 7”. Finally found “Entrance 7” around the corner and across the street, where we attempted to use a kiosk to exchange our mobile vouchers. Of course the machine couldn’t read our vouchers and the “local contact” was an answering machine so the only option was to wait in exactly the half hour line to get tickets we had paid to skip! And by then of course our tour guide would be long gone. Why couldn’t the tour guide have met us outside?? Would have been better off showing up early without a GYG Tour and visited the Duomo on our own. Avoid GetYourGuide!

by Copara12345

Thank you for ruining my trip, simple refund was all we asked because my mom and I were from out of state and had no car so the safari was a little out of the way for us and we wished to go to the zoo in the city. We called the zoo and they were willing to give it to us, but because we bought from you guys the zoo couldn’t give it to us. I understand your cancellation policy and we should of noticed it sooner but we didn’t. These tickets were almost $130 and we would of bought from you guys again if it was about losing money. So thank you for nothing ! Never booking from this company again , always better to book from the source!

by Cmorrill1997

We had went to New Jersey and bought pass though GetYourGuide and when we went to go do 2 of are activities it was declined and said they no longer take those passes and they have tried getting a hold of the people to take them off the list and they never got a response so with that be we bought 6 ticket which was almost 400 and when we called them and asked for a refund bc we couldn’t do what they advertised and drove 7 hours with 4 kids to do the stuff they said they could only refund 80 dollars and no more and for them to even do that is was a 3 week process and poor customer service I had to keep contacting them to see what was going on I would not recommend this to any one look into the city passes which most tourist city offer and it right though the city and not a third party like this place

by Jallenlaw

My wife and I booked tours of the museum in Florence where they keep Michaelangelo’s David. The website did not work well and it took a while to get the two tickets. When we arrived at the appointed place 15 minutes early we encountered rude and abusive representatives who tried to deny us entry because they did not have the proper information notwithstanding that I had email confirmation of both tickets and copies of both tickets in my Apple wallet. They tried to tell me that one ticket was for a different date, notwithstanding that the email and the tickets in my wallet both had the same date of September 5, 2019 ( the date we were there). We finally got in and there was no guide and, as far as we know, no tour as promised and paid for. Due to my complaints, I received a call from another representative who had no idea what was going on. She said she would check and call me right back. That was over an hour ago and there has been no follow up call.

I told her we wanted the tour or our money back and have received neither. I will report the transactions to the credit card issuer and ask they they be charged back.

I would only recommend this company to someone I disliked. I have no intention of ever dealing with it again. If you choose to, good luck.

I gave it a one star rating because the system won’t accept negative ratings. I would have preferred to give it the minus 5 I think it deserves.

by Mcmdominguez

I booked a tour that said “waterfall hike, kayaking and paddle board.” After several stops and the paddle board and kayak, our tour guide said we were done and returning to our drop offs. I asked why we didn’t do the waterfall hike and he said “you booked your excursion off get your guide, didn’t you?” He explained that it’s one or the other, waterfall hike OR paddle board/kayak, not both as listed. I emailed get your guide with a photo of my booked excursion that clearly stated “waterfall hike, paddle board AND kayak.” It should say or if we have to choose. They are aware and not sorry about the issue, I asked for a partial refund since I paid for something that was not given and they declined. They said if you read the small print it explains this. I said my voucher says AND, where I booked says AND no where on it does it say OR. I do not recommend this company, it’s an issue even the tour buses of Hawaii is aware of after several complaints and they refuse to change the listing to be accurate, then manipulate customers.

by Leo C Of NY

I was in Lisbon on Dec 31, 2021, looking forward to visit Jeronimos Monastery, one of the few tourist attractions that do not state New Year's Eve as a closing day. Arriving at the Monastery, it was true that the Church was open and that's free entry. The ticket is for the Cloister which was closed that day. I confirmed that with church staff.

So I requested a refund, mentioned that the paid section of the monastery was closed. The response was a screenshot from the monastery's website on closing dates, denying the refund because the website doesn't have Dec 31 as a closing date. That's accusing a customer of lying. When a customer tells you something contradicting what you find online, the least that you can do is to verify with a human. I replied that I wanted them to email to the monastery and verify that the Cloister was closed. Their response was it's their policy that they couldn't refund for requests made within 24 hours of event starting time but that's completely missing the point. The problem is there was no event and their staff accused a customer of lying with insufficient due diligence. Don't expect customer service when something goes wrong.

by Mcgowse

I found GetYourGuide surprisingly not user friendly and poorly integrated with web. I had to reset password multiple times for no obvious reason, and it is not at all obvious how to save a reservation in your wallet. I gradually figured it out, but it is not a favorite app

Worse is customer support. I had a sick kid a few hours before departure and saw at least three different numbers to call. I finally found the right one and am pretty sure I was hung up. I called back and was told to send an email asking for a refund. Why do I not expect a response?

I don’t love Viator, but I wish I had used them instead of trying this operation. Maybe customer support will surprise me!

by Sbsjv

I booked three activities in Italy. The first was for a food and wine tour in Rome. When we arrived, our guide said that we two reservations for two people, and told me let the Get Your Guide people know what happened and get a refund. They refused my refund because I didn’t cancel it 24 hours in advance, even though I didn’t find out about the double booking until the night of the event. Beware of this scam!!

After I appealed the decision not to refund my money for the double booking, Get Your Guide reviewed my case, and gave me a full refund. Thank you, Get Your Guide.

by Aeroboy93

I was on a cruise ship headed to Palma de Mallorca which had to turn around to search for an overboard passenger. I emailed customer service to let them know that our ship would not be making it to port and they promptly responded. They checked with the local vendor in Mallorca and he refused to refund our money for our excursion, but under the circumstances, get your guide stepped up and refunded my money out of their own pocket. It’s so great to see a company that has such good ethics and treats its customers so well. I will continue to use them for all of our trips. Integrity is rare in businesses these days.

by Tallfella44

While visiting Lisbon Portugal we wanted to go to the Pena Castle in Sintra. Reading a bit on the park itself, I saw an ad for ‘skip the line’ ticketing thru Get Your Guide. I ordered the tickets, took an Uber to the park entrance and walked thru after showing my virtual tickets- all painless and rapid.
We are now in Athens, and I have gotten my City Sightseeing (hop-on hop-off) tickets through GYG and again it was easy, smooth and quick. The search function is very good, requiring only a few keywords or parts of description to deliver results.
All in all a very useful and useable application.

by Mom Wig No Worries

We used GetYourGuide in our two weeks vacation in Russia & Turkey.
Not only their tours were great tours with the tour guides, but their 24 hrs customer service was awsome. Their responds to every question and concern was second to none. Everything we booked through them, including our last minute booking worked like a clock work. A huge thank to them for our many tours we took and enjoyed. GetYourGuide is a must to have in your phone, and is less expensive than your hotel’s tour.

by Lkamp

I had booked a tour using the Get Your Guide app and didn’t realize until too late, that I booked the wrong tour time. Not only had the free refund cancellation window closed, but the missed tour had also already taken place! I used the chat function on GetYourGuide to contact them just to see if refund was even possible. The customer service agent was very understanding and helpful. They followed up with me through the process of contacting the company, kept me informed of every step, and was able to get me the full refund!

Long story short— GetYourGuide is easy to use and has incredible customer service!

by Jchrismob

I have used this app twice now and both times were flawless. The friendly guides pick you up on time, and they are knowledgeable about their tour. I went to the DMZ in South Korea and the Elephant Jungle Sanctuary In Phuket, Thailand. Both times I booked the tour alone because no one in my group wanted to go. I was a little worried about being a young female and doing excursions alone, but I felt safe the entire time. The guides offered to take pictures for me since I wasn’t with anyone. They are really flexible too. I needed to make a last minute change in my pickup location, the night before, and being in a foreign country I had no access to call anyone, but I had WiFi. Thank goodness this app has a WhatsApp account that allowed me to communicate with company to make the switch. I can’t say enough good things about this company. They are safe, reliable, and punctual!

by Sonoto

The pocket wifi is the BEST thing you should have when in Tokyo... the connection is very strong, it’s handy and battery charge lasts for more than a day! I ordered for. 7-day service. The unit was delivered to my hotel before I arrived. From Tokyo, Inwent to Shibuya, Shinkuku, and back to Ginza.... I brought and I used the pocket wifi only and my celln phone to navigate my way! Then with the self-address and stamped mail envelope that was provided by the pocket wifi company, I just dropped off the unit at the post box in Narita 2, 3rf floor on the right corner before the Immigration check gate... So convenient! Thank you for the excellent service and the way you do business!

by Daveydadudr

My first experience with is site was some kind of scam. We ordered a boat tour and brewery tour. The site accepted our reservation, then directed us to a walking distance meetup with the boat at it’s dock. We arrived to find the boat and brewery across the street from each other. However, we were not permitted to board. It was explained to us, that we had not booked the tour, but had booked third party vouchers for this tour. The captain explained that we would have to go to the third party travel office( across town) to obtain the correct pass. Although we arrived before departure, we could not board. After investigating the fine print, we needed to board a different boat at a different dock miles from the meeting location. Scam!

by Karen Monroy

I’m very disappointed with the website, I search for things to do here in Perth Australia, and this web offer different options like this water park but the web never shows or give directions, about how far away is this park. This web just says not transportation, no meals. Before I book and the web charged me the visit to the water park; I searched really hard to fin the real address, And is when I found out that is 22 miles from the city of Perth Australia, and every one needs to own o rent a vehicle to be able to get this park. Since I’m a tourist and I tried to get there by Uber, but that’s 3 times more expensive that the ticket to get into the water park. So I’m reporting to my bank this web package fraud.

by SXio

My review was never displayed.
(Edit) Customer service after further investigation found out that my review was only rated but not text review was shown. I kindly asked them to assist and help me post my review which I have edited because it appears that I wrote a review too long to be posted.
Thanks to the after service, it is up one star.

by JaxieandAko

Josephine led our tour of the Louvre today, covering some highlights. This was second time through the Lourve, and this was far superior than the first time, which I did on my own. I liked the more focused exploration of the art. Josephine was engaging, funny, friendly and very knowledgeable. She answered all of our questions. The 1.5 hours was just the right amount of time. This was far better an any audio. I would highly recommend it, and with Josephine.