GetYourGuide: Travel & Tickets 4+

Last minute cancellation

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.

Developer Response ,

Hi, thank you for your review. We’re terribly sorry to hear your booking was cancelled on such short notice. To help us make things right by you, please send us your booking details at social.support@getyourguide.com from the email you used to purchase the tickets. Make sure to mention the name on your review and we’ll get back to you right away.

An abysmal ending with this app/resolved

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

Developer Response ,

Hi there, thanks for your feedback. We're sorry your husband couldn't attend the activity and we hope he's better now. Please send us your booking details at social.support@getyourguide.com from the same email address you used to make your booking, mentioning the name on your review and we'll look into it as soon as possible.

Bali swing, whitewater rafting and waterfall excursions

Speechless. This was one of my favorite days in Bali. They were all amazing, but the people, planning and location make the day a success. When you select Get Your Guide, you are provided with a private, personal experience with a team dedicated to your day. On this particular day, we worked with Sandi from Get Your Guide, Billy from Infinity Adventure rafting and our photographer, Made. This team provided the trifecta of service delivery. I wouldn’t change a thing about the day…other than getting home earlier, but when you are having unforgettable memories it is worth it. The white water rafting is a 90 minute paddle in a calm area which is nice to get the experience, enjoy nature, do some swimming, enjoy some coconuts and swim in waterfalls. Oh, don’t forget about the stairs to the top. Next up was the coffee tour and swing ride. It was interesting to learn about the behind the scenes process of coffee making. Next stop the waterfall and traditional village. Best value ever. Invest in the photographer add on. Definitely make a note for Made. He is amazing. I’m pretty sure he took over 500 photos. He spent the entire day with us and had great poses, patience and was very sweet.