In my trip to Spain, I did not have any issues with bookings until my short one day trip in Seville, Spain. I had booked an entry ticket to the Alcazar, at 2:13 pm and the only available time was 4:30pm. We walked from our hotel and at 3:29pm I received an email from Get your Guide that the booking had been cancelled with no specific reason, and that I would receive a refund within 7 days. I decided to walk over to the Alcazar but the ticket booth had closed by the time we arrived at approximately 4pm and the entry closing at 5pm. The staff there simply told me I could not purchase entry and that I would need to talk with the third party company that I booked with, and referred to them as “competition”. This sidelined what we really wanted to see in our 1 day trip to Seville. I feel that we should have received the cancellation notice a lot sooner to make other plans before wasting our time, and getting stuck in a situation where we could not book any other attractions during our stay. It made more sense to visit the attraction directly or book directly with their website rather than using Get your Guide. I am hoping I do not have issues receiving my refund at this point.

Story: My husband and I booked three events with Get Your Guide. We were planning a graduation trip to Myrtle Beach with our grandson. One of the policies of this app is that you can only cancel an event more than 24 hours in advance unless you are sick, hospitalized or dead. For those three things you need documentation. The first two events went off without a hitch. On the day of the last event, my husband took ill. We went right away to an urgent care where he was diagnosed with Covid. I let Get Your Guide know that he was sick and that I had documentation, but they would not let us cancel the day of the event. They said said it was the responsibility of the venue to return our money. My grandson and I did go to the show where I was told that it is Get Your Guide that has to refund your money. It is now about a week later, and I have tried providing my documentation again trying to get a refund for my husband, but the app keeps apologizing saying they have a policy. What good is a policy if you don’t honor (by providing documentation) it? We were being responsible so no one else would be infected. There are always exceptions to policies!! Still glad we did the right thing. VERY disappointed patron who will not be using this app again!! FINAL OUTCOME: Lots of work & hours invested, but our money was refunded. Thank you

This used to be my favorite tool for booking tours and tickets while traveling. Being able to message providers using the app was very convenient. In the recent past, many of the guides were direct users of the app. But now, in some countries, e.g., Japan, GetYourGuide listings are by companies who hire low cost labor to provide services. These people are not necessarily knowledgeable on local culture, history, or nature, and more like shuttles drivers than tour guides. They also don’t have access to the GetYourGuide app and can only message customers using WhatsUp. So if you notice that the description of the activity mentions that you can communicate with your guide using a third party messaging app, consider choosing a different provider. After many years of having great experiences with GetYourGuide providers, we had two very negative experiences in two different countries within the past year and found out the hard way that GetYourGuide doesn’t really provide full or partial refunds when the provider fails to deliver what is promised in their listing. In the last incident, the provider did not contact us to confirm the pickup, showed up with a different vehicle than what was described in the listing, took us to only two of the five attractions, and threw a tamper tantrum when he tried to force us leave him positive feedback in the middle of our tour.