Review Insights · App Store
GetYourGuide: Plan & Book
GetYourGuide · 275,440 ratings · ★ 4.9
4.9
★★★★★
275,440 ratings
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Top complaints - extracted from 26 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"
9 negative reviews mention this · 35% of all complaints
★★★★★ "Rome coliseum tour. They canceled my tour with 5 days notice and asked if I could reschedule which I can not! Buyer Beware …." - Cancel the tour last minute
2
"trip"
5 negative reviews mention this · 19% of all complaints
★★★★★ "Disappointment with the inability to go to Marksburg Castle as advertised. The whole intent of this river cues was to go to Marksburg Castle. We received no notice no chance to change our date or time we paid the whole price and got not anywhere near close to what was desired. This is the second time that this has…" - ohnonorrsponse
3
"company"
5 negative reviews mention this · 19% of all complaints
★★★★★ "Plenty of option/ lack of support. They do offer a lot of options and attractions. I understand there are policy and regulations, but for a travel company, they lack flexibility if you need to make changes due to unexpected circumstances. Traveling is unpredictable, and we n…" - ianq23
4
"booked"
5 negative reviews mention this · 19% of all complaints
★★★★★ "Cancelled Tours! SCAM?. I booked and paid for a tour for the Louvre a couple months in advance of our trip. A couple days before the tour I received an email the tour had been cancelled and I was issued a refund. Believing this was legitimate I rebooked the tour f…" - Annsw
5
"paid"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Disappointment with the inability to go to Marksburg Castle as advertised. The whole intent of this river cues was to go to Marksburg Castle. We received no notice no chance to change our date or time we paid the whole price and got not anywhere near close to what was desired. This is the second time that this has…" - ohnonorrsponse
6
"horrible"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Horrible. The app says it sells admission tickets to places for cheaper, but when you get to the places with the tickets you purchased through them they tell you they are not actual admission tickets into the parking leaving you having to buy more ti…" - Slow app 2432
7
"give"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Horrible. The app says it sells admission tickets to places for cheaper, but when you get to the places with the tickets you purchased through them they tell you they are not actual admission tickets into the parking leaving you having to buy more ti…" - Slow app 2432
8
"email"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Poorly organized and left people on the trail. The trip to Imbros gorge was fun. But… the leader, who was supposed to be last on the hike, left two people behind on the trail. She didn’t even know she left them - the bus went to the next location while they were still struggling to get …" - Mama word
9
"been"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Cancelled Tours! SCAM?. I booked and paid for a tour for the Louvre a couple months in advance of our trip. A couple days before the tour I received an email the tour had been cancelled and I was issued a refund. Believing this was legitimate I rebooked the tour f…" - Annsw
10
"guide"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Cancelled Tours! SCAM?. I booked and paid for a tour for the Louvre a couple months in advance of our trip. A couple days before the tour I received an email the tour had been cancelled and I was issued a refund. Believing this was legitimate I rebooked the tour f…" - Annsw
11
"booking"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Cancelled Tours! SCAM?. I booked and paid for a tour for the Louvre a couple months in advance of our trip. A couple days before the tour I received an email the tour had been cancelled and I was issued a refund. Believing this was legitimate I rebooked the tour f…" - Annsw
12
"experience"
4 negative reviews mention this · 15% of all complaints
★★★★★ "Can’t Leave Reviews. App glitches a lot and I can’t review my experiences :/" - NL924
📋 All 26 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").
Horrible
The app says it sells admission tickets to places for cheaper, but when you get to the places with the tickets you purchased through them they tell you they are not actual admission tickets into the parking leaving you having to buy more tickets for high price at the gate. Don’t trust this app. I would give it zero stars but it wasn’t an option.
Cheaper to book from hotel
Cheaper to book from hotel. I used app to ask a question and got a reply after the event time. Useless
Data harvester
This app continues to alert after shutting off notifications, uninstalling and rebooting. In addition the amount of data it harvests and probably sells or leaves vulnerable to data breaches is unnecessary and unacceptable.
Rome coliseum tour
They canceled my tour with 5 days notice and asked if I could reschedule which I can not!
Buyer Beware ….
Buyer Beware ….
Cancelled Tours! SCAM?
I booked and paid for a tour for the Louvre a couple months in advance of our trip. A couple days before the tour I received an email the tour had been cancelled and I was issued a refund. Believing this was legitimate I rebooked the tour for another day. It was cancelled as we were at the Louvre looking for our tour guide! I can’t confirm the refunds actually through until I return home but I believe this is NOT a legitimate booking site. I believe it is a scam and warn others against using it.
Can’t Leave Reviews
App glitches a lot and I can’t review my experiences :/
Vetted Tour Partners?
We arrived for our tour of the coliseum that we booked weeks in advance only to find that they never bought our tickets. The tour company was very rude.
Horrible experience!
Cost me 220€! And stranded!
Customer service
Trying to contact customer service to see of the Maid of the Mist is open or not, message center unavailable
Gloria
Me fue muy mal en marrakech cancelaron la reserva a última hora pagué 250 dólares llevo una semana tratando de contactarme con getyoutguide nadie responde no devuelven el dinero
Tried to delete 2 seats & they deleted my whole reservation!
Please give a phone number. Tried to only delete 2of 5 adults from a reservation & chat person deleted my entire reservation! Had to re-book for 3. Thank goodness there was availability!
HORRIBLE!
Every time I sign in to look for my booking, it continually has me putting in my email and password only to give me a numbered code. then I have to start the process all over again. This happened five times. I'm just looking for my booking! They make it impossible. Therefore, I'll now cancel my booking and delete the account. Thanks!
Tickets Not Delivered
I paid for two tickets to Fly Over Chicago. This company then required me to download its App to obtain the tickets. However, the tickets were nowhere to be found in the CART. After three difficult phone calls to their customer service center, the tickets were delivered via an email with a bar code. That said, the lengthy customer experience resulted in us having to run to the event to make it on time. I’ll never use this company again.
Don’t use. GYG fakes reviews
I had a bad experience with a tour and wanted to leave a review 2 days after it ended, but I couldn’t find any place to do so. When I contacted GYG to ask why, they said I already submitted 5-star review, that’s why I can’t submit anymore. And that if I started writing a review but then left the page in the middle without submitting, whatever I had done on the review writing page would still be submitted. Such a joke. Btw I never even started a review. Either GYG allows providers to fake reviews, or GYG did it themselves. You can’t even see all the review you have ever submitted. When I asked them for a screenshot of the review they claimed I submitted, they sent me one with a generic guest name “getyourguide traveler” and 5 star rating without any words. Stay away from this company.
Customer service
Horrible customer service i was charged for a service i did not use and cancelled but still got charged and when i reached out to support got responses every 2-3 hours and got no help whatsoever it was very frustrating and ruined my trip
Reviews are not real
You are not allowed to write a review of your experience after GetYourGuide cancels your booking. This blocks people who experienced bad experiences from sharing their issues with a booked activity.
Unprofessional
No shows, more like drivers than tour guides! Some have no knowledge of what they are driving to!
Last minute -Canceled our tour !
GYG cancelled our sold out tour which we booked 2 months in advance at the last minute. We built our trip around this tour. Very unprofessional and unreliable!
scammed
We paid GetYourGuide over $300 for a tour in MX and no one showed to pick us up. When I called the actual local guide he said he does not use GetYourGuide and that we had been scammed. Also, I requested a refund, but they refused to give me a full refund of every dollar that I paid.
way too many notifications
way too many notifications
Disappointment with the inability to go to Marksburg Castle as advertised
The whole intent of this river cues was to go to Marksburg Castle. We received no notice no chance to change our date or time we paid the whole price and got not anywhere near close to what was desired. This is the second time that this has happened during our trip and I’m not pleased at all with Go Ahead excursions and promotions that are not accurate.
Poorly organized and left people on the trail
The trip to Imbros gorge was fun. But… the leader, who was supposed to be last on the hike, left two people behind on the trail. She didn’t even know she left them - the bus went to the next location while they were still struggling to get down. Second, we needed to call three times, email multiple times, and WhatsApp to finally get the pickup time and location - which we did not get until 7 pm the night before - very poor communication..
The only reason for even two stars was Spiro the wonderful bus driver..
The only reason for even two stars was Spiro the wonderful bus driver..
Plenty of option/ lack of support
They do offer a lot of options and attractions. I understand there are policy and regulations, but for a travel company, they lack flexibility if you need to make changes due to unexpected circumstances. Traveling is unpredictable, and we need a company that understands that.
GET YOUR GUIDE IS THE WORST
We purchased a tour of Napoleons tomb etc in Paris for March 15 of this year. Our guide showed up late, smelling like pot, was barely coherent and barely spoke English. He compared Napoleon to being second best person to Jesus Christ and declared himself a big fan of Napoleon. He wanted to debate everything. We fired him 20 minutes into the tour!! We have been fighting to get our money back ever since. All we do get is the run around. For that reason, we do not recommend GYG. The only reason we did tours with them after this was because they kept promising our money back. NEVER AGAIN!! We will use Viator from this
Point on exclusively
Point on exclusively
Bad ! Bad! Bad!
App is useless and chat features are a joke.
Always double check your booking
2 stars because what I thought I had reserved only to find out Get Your Guide overbooked the tour company and they ended up canceling both of my reservations when one was fine and the other was the overbooked tour. I am sure this third party company is good but should not have more than one excursion for the same tour company. Get Your Guide state’s technical issues but if I hadn’t contacted the tour company I most likely would have been left without a tour on the day I booked. Fortunately I was able to work with the actual tour operator and his friend and currently have tours booked. Please always double check with the actual tour operator that you are on the schedule for the tour.
Sentiment summary
98%
Positive (4-5★)
1%
Neutral (3★)
1%
Negative (1-2★)