An extremely disorganized company, very disappointing customer service, lack of integrity, GetYourGuide is only looking to make quick revenue and all stops here. We have terminated our relationship with GetYourGuide 3 months ago due to constant issues, GetYourGuide didn't assist their customer to make a reservation and purchase admission tickets for our tour, they just sent us an email that the customer couldn't make a booking, even thou they saw that we have availability and they just don't know why their system didn't accept the reservation. When we have inquired for additional information to remedy the future issues, the clear answer has never been provided and no solution was offered. Overall very poor customer service, you can ONLY contact them via Contact Form on their website, but you only have 7 options to choose from, so if your inquiry falls outside of these 7 options, you simply are unable to contact them. When you select option other than your issue, then they 1st keep forwarding your emails to other departments that can't assist you anyway, so 3 days goes by and you need to open another "ticket" because no one is able to help you. When we finally decided to stop working with GetYourGuide due to several issues and horrible customer service, we have closed our account with them and on the 1st following month on the following month we were supposed to receive from GetYourGuide the final outstanding payment, as they said in their email to us: "... Any outstanding payments will of course be conducted." 3 months have passed by and the payment still have not been received, when we have contacted GetYourGuide to follow-up to find out what's going on, we have received the following message: "I have forwarded your inquiry internally to my colleagues in the correct department, and I will update you accordingly as soon as I receive an answer." I have never heard back from them, no follow-up, and no answers as usual. We have sent another email a week later and we received the following response from GYG: "Our team has informed me that they will issue a manual payout as soon as possible. We thank you for your patience and understsanding." I have no idea what "as soon as possible means, is it 24 hours, 48 hours, 5 days, 1 week, 1 month, 6 months? Couple days later I have sent another email to check what's going on as the payment hasn't been received, this is the response we have received: "I'm really sorry to hear that your payment hasn't been issued, I have contacted our team to see why this is. As soon as I receive a reply, which should be today or tomorrow, I will let you know what happened here.", hmm..., as far as I'm concerned I truly don't care what has happened there, I just would like to receive the money that GetYourGuide owes me for few months now. Sad par to all of it is that they never take accountability, there are massive integrity issues and they never apologize or try to help you or assist you. This would never happen nor be allowed at any of the US run companies as Viator, Expedia, AirBnB, etc. Also, the entire booking system GetYourGuide has is not performing up to industry standards, it's faulty and complicated to use, but guess what, they charge the highest commission in the industry, a whopping 25% for such terrible service, very poor online platform, disappointing customer service among others. Do business with true "partners" and collaborate with professional companies, unfortunately stay away from GetYourGuide.
GetYourGuide is my go-to app whenever I travel - always see what interesting tours and activities are available in a new city. Or even discover things in a place I've been to often. Disclosure: our fund Heartcore Capital is an early investor in GetYourGuide :)
Pros:Very wide and deep product offering, gets me to do new things in a city I visit
Cons:More and deeper walking tours, please!
I often open up both GetYourGuide and Viator when planning a trip to see what day tour opportunities are available. I like the fact that you can use the app and book a tour without an account. Lots of quality choices and easy to use, but I'm not sure how to differentiate it from Viator. They are both very similar in my mind with often matching listings, but I believe GetYourGuide is an independent travel technology company which makes me happy. More filters and to be able to search by date range would be welcome improvements. App Suggestions: Have a translate button to translate reviews in another language. Add an info page for each tour operator vendor as I want to learn more about who is offering tour services beyond reading the tour description. It would also be helpful if the staff at GetYourGuide acted as quality control. What I mean is if a tour gets a negative review, they would investigate and respond to the thread to explain and offer more information.
Pros:Pleasant interface - quick to enter a destination and browse tour listings by category and book in just a few steps
Cons:No information about the tour operators so have to rely on reviews only
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