Review Insights · App Store
GetYourGuide: Plan & Book
GetYourGuide · 291,827 ratings · ★ 4.9
4.9
★★★★★
291,827 ratings
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Top complaints - extracted from 23 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"tour"
14 negative reviews mention this · 61% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
2
"booked"
11 negative reviews mention this · 48% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
3
"guide"
10 negative reviews mention this · 43% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
4
"booking"
6 negative reviews mention this · 26% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
5
"other"
6 negative reviews mention this · 26% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
6
"company"
6 negative reviews mention this · 26% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
7
"refund"
6 negative reviews mention this · 26% of all complaints
★★★★★ "The date selected keeps changing!. I made a reservation for September, went back to double check some information and without my knowledge, the date had changed to June. The system should not do that. I paid a great deal for a tour I could not even take. To make matters wors…" - Travel bliss bum
8
"platform"
5 negative reviews mention this · 22% of all complaints
★★★★★ "Rip off. We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a s…" - MDRGoo
9
"without"
5 negative reviews mention this · 22% of all complaints
★★★★★ "The date selected keeps changing!. I made a reservation for September, went back to double check some information and without my knowledge, the date had changed to June. The system should not do that. I paid a great deal for a tour I could not even take. To make matters wors…" - Travel bliss bum
10
"service"
5 negative reviews mention this · 22% of all complaints
★★★★★ "Double standards on cancellations - Rigid policy for customers zero accountability for themselves.. I am deeply disappointed with Get Your Guide's customer service and their complete lack of flexibility. I had to cancel a booking for the "Estes Park: Rocky Mountain National Park Glass-Top Bus Tour" due to a genuine misunderstanding regard…" - Xinjteem
11
"help"
5 negative reviews mention this · 22% of all complaints
★★★★★ "SCAM. They charge WAY more money for tickets to things on here. You are better off buying directly on websites for the places that you're going. Support does not help, they full on ARGUE with you and basically tell you to get bent. Do not waste y…" - Eevee526
12
"trip"
5 negative reviews mention this · 22% of all complaints
★★★★★ "Lost hundreds of dollars. 4 min late no fault of my own. I tried multiple times to receive any compensation for the tour leaving without us. We had booked it the night before and it was the only tour for that day so we wouldn't be holding up any other parties or kee…" - Debberdeb55
📋 All 23 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Rip off
We had 2 tours booked through this platform as it seemed convenient to have this all in one place. However, the first tour, a private boat tour of Capri was cancelled <24 hours in advance quoting poor weather/water conditions. We booked a separate tour (shared as it was too last minute for a private booking) and the weather conditions were not only perfect, they were never predicted to be bad nor had any other company cancelled their tours. We suspect we were cancelled due to being a 2 person private party on a tour that provides food and drink when a larger party would be more desirable but I can’t prove that. Now, I receive a WhatsApp message at 11 pm the night before a 9 am tour of tangier leaving from Morocco, and they want an additional $50 because the pick up location of our hotel is outside the city center. The address for pickup was provided at the time of booking over a month ago. The company claims they were unable to reach me via WhatsApp, but they only tried recently and did not try via the get your guide messages until I reached out to them to get information. This seems like a last minute scam to get more mi et when they know we are committed to this tour in just a little over 9 hours. I will not be booking through get your guide again.
The date selected keeps changing!
I made a reservation for September, went back to double check some information and without my knowledge, the date had changed to June. The system should not do that. I paid a great deal for a tour I could not even take. To make matters worse, it was non refundable. This never happened to me on a competitor app that I have used for years. Please fix this.
Double standards on cancellations - Rigid policy for customers zero accountability for themselves.
I am deeply disappointed with Get Your Guide's customer service and their complete lack of flexibility. I had to cancel a booking for the "Estes Park: Rocky Mountain National Park Glass-Top Bus Tour" due to a genuine misunderstanding regarding the activity details. Because the request fell outside their strict 24-hour cancellation window, customer care completely shut down the request.
I wasn't even asking for a cash refund back to my card- i explicitly requested simple app or website credit to use on a future booking since the booking itself was made right near the cutoff line. Despite my standing as a returning customer who has used their platform internationally, support agents (Jhomari, Jerlene, and Ma.) simply repeated the exact same rigid policy text I could have read myself on the app. "Customer care" in this scenario was entirely useless.
What makes this absolutely ridiculous is the blatant double standard. In September 2024, I booked a Colosseum and Roman Forum tour for my family in Rome through GetYourGuide (Booking GYG48ZRGB6FA). The tour operator called and unilaterally canceled our booking on the very day of the tour, completely disrupting our limited time in a foreign country and forcing us to scramble to replan our entire day.
When Get Your Guide or their partners fail to plan correctly, customers are expected to just accept it. But when a loyal customer requests basic flexibility and an internal credit 16 hours ahead of time, GetYourGuide hides behind "fairness and consistency". Their policies do not ensure fairness; they ensure the company is protected while the customer takes 100% of the risk.
I will be escalating this through alternate channels. Take your business elsewhere if you expect a company that values loyalty or offers mutual flexibility.
I wasn't even asking for a cash refund back to my card- i explicitly requested simple app or website credit to use on a future booking since the booking itself was made right near the cutoff line. Despite my standing as a returning customer who has used their platform internationally, support agents (Jhomari, Jerlene, and Ma.) simply repeated the exact same rigid policy text I could have read myself on the app. "Customer care" in this scenario was entirely useless.
What makes this absolutely ridiculous is the blatant double standard. In September 2024, I booked a Colosseum and Roman Forum tour for my family in Rome through GetYourGuide (Booking GYG48ZRGB6FA). The tour operator called and unilaterally canceled our booking on the very day of the tour, completely disrupting our limited time in a foreign country and forcing us to scramble to replan our entire day.
When Get Your Guide or their partners fail to plan correctly, customers are expected to just accept it. But when a loyal customer requests basic flexibility and an internal credit 16 hours ahead of time, GetYourGuide hides behind "fairness and consistency". Their policies do not ensure fairness; they ensure the company is protected while the customer takes 100% of the risk.
I will be escalating this through alternate channels. Take your business elsewhere if you expect a company that values loyalty or offers mutual flexibility.
SCAM
They charge WAY more money for tickets to things on here. You are better off buying directly on websites for the places that you're going. Support does not help, they full on ARGUE with you and basically tell you to get bent. Do not waste your money or your time. Stick with Viator or literally any other app.
Scams a plenty
Do not book on this platform. Booked tour for Colosseum, underground, and was told the day before from the provider “sorry, no underground access”. It was too late to rebook. So then we showed up for the tour of the rest of the colosseum, surprise surprise, tour guide couldn’t make it.
No controls over scammers, AVOID unless you want your vacation ruined.
No controls over scammers, AVOID unless you want your vacation ruined.
They don’t vet their service providers well at all. I’ve had major issues
I’ve had issues with three providers, one included a small injury, and all I hear from GetYourGuide, we’ll be in touch with you by email. That was over two days ago still haven’t seen any refund either that I was promised.
Bad customer service
I’m very disappointed with customer services and the lack of compensation when I provide clear evidence that the information in their directions for a Charlottenburg Palace was misleading. Very disappointing
Lost hundreds of dollars
4 min late no fault of my own. I tried multiple times to receive any compensation for the tour leaving without us. We had booked it the night before and it was the only tour for that day so we wouldn't be holding up any other parties or keeping anyone else from those spots. I took my daughters on a trip for their graduation and it was very disappointing and costly. I reached out to get your guide ans everyone said the same thing. Policy. I won't be using this ever again.
Jewish Quater
All these people must’ve been on a different tour. We did not enter one thing we walked for two hours on the outside of all the places we were supposed to go into.. My husband got sick and was unable to come with me so we assumed we are going back to where the meeting place was.. Ha ha ha ha the Guide, who never introduced herself and I know why she wouldn’t want you to know who she is. Left me at the Aunt Fran house two hours away from my husband.. It took us five hours to find each other as I walked and tried to get back to him at the meeting place. Like I mentioned, the people have rated this tour as a good tour must’ve been on a different one that I was on. Terrible terrible terrible even the other tours we booked with these people, we’re not up to standard. Good luck.
Do not use GetYourGuide
The company is not willing to help you fix any issues, even the ones they created. I had booked a tour for the barrier reef ($550 for 3). The itinerary said one date, they had us for another. When tried contacting them many times they escalate to their investigation team and now 6 days later i heard nothing back from them. We were only in Cairns for 3 days and our tour date came and go. I will never book with them again
False advertising -bad business
Bought 2 over priced tickets to get a guided tour of DOGE palace in Venice, Italy and there was no tour guide as advertised. Instead we were told to download an app that did not work. The tour was without meaning with no tour guide or audio guide. Recommend buying not from get your guide, but directly from doge palace who provides meaningful and much lower cost tour.
Guide NEVER showed up
Our planned celebration was ruined. We picked every event because it was special. Your guide provided everything we want in his promotion. But did not deliver, he did not show up, left no txt, call or email that he was not coming. You need to bet your guides so vacations aren’t ruined. It was difficult navigation the app to find help. We were left standing in a corner with no information. We did receive resolution, but that portion of our vacation was ruined. It was for a Your of the Ford’s Theater, and Booths route of escape. Avoid this app and anyone selling you a tour.
When it works it’s great when it doesn’t your whole trip is messed up
We did a Vatican tour that was really great. We also booked an underground tour of the colosseum and planned our trip around this booking as it’s what we were all looking forward to. They canceled 1 week before due to a political event that day. First how did they not know this earlier. Second after some research it wasn’t true that this wasn’t available. I was able to rebook the colosseum but not the underground with another company. So in the end someone messed and then seems to me they made an excuse about it. Get your guide relayed the message to me. When I called get your guide they said it wasn’t available and there was nothing they could do, except send me a list of things I could rebook around the colosseum. But they would not give a discount for anything else as they are just a broker. In the end we didn’t get to do the underground tour which we planned the trip around and no one is being held accountable and no one tried to make it right with us.
Misleading Listing
Activity listed in one city had a pickup point in another city an hour away. No refund provided.
Poor customer service
Mediocre at best. They don’t vet the tour providers. We booked a tour that was abruptly cancelled by the tour operator without giving any reasons and now can’t find a replacement as it is too close to the travel date. GYG customer service had was no help other than “feeling bad”! Never booking any tours again with them! There’s no accountability or commitment to the tour operators they endorse on their platform.
Grand Canyon Railway
Buy tickets directly from the railway. Paid more through this app. Never received our discount for having National Park Access Card. Never using this app again. Save money, save time, save confusion, buy direct!
Canceled Tour
These people are horrible. Had a trip booked for the Colosseum running about $200 a person and then it gets canceled. Go look on their site and there’s another tour that same morning but it’s $700 a person this time. What a bunch of crooks.
Horrendous Customer Service
Reminder that if your guide does a poor job or you are treated in an absolutely terrible way, they will not help you one bit. All they repeat is how sorry they are and other corporate jargons as if they feel your disappointment but in the end no refund, no help, no action. Don’t use them.
Not friendly use
Can’t update my email
This app is a scam
his app is a scam. I booked a trip to Suluada Island in Antalya, and the pickup time was clearly stated as 9:00 AM. However, the agent was allowed to change the pickup time without my approval and moved it to 6:00 AM without any notification. When I requested a refund, they refused. My advice is to use platforms like Booking or Klook instead, as they are far more reliable and professional.
Inaccurate cancellation policy
Booked a tour to Toledo (Spain) from Madrid for a school group trip. The confirmation page very clearly stated that we had until 2 pm the next day to cancel. You don’t get the time and place to meet until you book and we ended up needing to adjust plans. We attempted to cancel at 1 pm with an hour to spare and they refused to refund. Get Your Guide was not willing to assist at all, forcing me to put in a dispute with my credit card company. Awful experience, I’m sticking with Viator going forward.
Support scammers company
This tour company will not stand by customers and will not support customers when customers were scammed after booking through GetYourGuide. Beware!!
Platform for resellers that overbook
I would only use this as a last resort.
Sentiment summary
98%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)