Booking tours and activities online should be a seamless and enjoyable process. Unfortunately, my experience with GetYourGuide was anything but, leaving me with a strong recommendation to steer clear of this platform. My ordeal began with a simple day trip booking from Bodrum to Kos, which quickly devolved into a frustrating encounter with abysmal customer service and a complete lack of professionalism.
Passport Information Request and The No-Show
The day before my planned excursion to Kos, I received a request to provide my passport information. This seemed standard enough. However, the morning of the trip was anything but standard. The scheduled pick-up time of before 7 AM at my hotel arrived, and then passed, with no sign of the promised transport. No driver, no communication, absolutely nothing. I was left stranded, waiting outside my hotel with no idea what was happening.
Confusing and Unhelpful Customer Service
After waiting for an unreasonable amount of time, I began the arduous task of trying to contact GetYourGuide to understand the delay. My initial calls eventually led me to someone who instructed me to use WhatsApp to text a specific number for information. Incredibly, this number turned out to be the very same number I had already been calling! I was speaking to the person who was telling me to text them! This bizarre interaction escalated when, after putting me on hold, the representative returned to inform me that they were texting me the reason for the cancellation. Why text when we were actively speaking on the phone? The logic was completely baffling, especially considering I had already been waiting outside for an hour, desperately seeking answers.
Trip Cancellation and Lack of Proactive Notification
When I pressed for immediate clarification, the representative finally stated that the trip was cancelled due to bad weather. However, the most infuriating aspect was the complete lack of proactive communication from GetYourGuide. Customers were not informed of the cancellation; instead, I had to actively chase down information to discover the status of my trip. This lack of courtesy and basic customer care is simply unacceptable.
Refund Issues and Extended Delays
Naturally, I immediately requested a full refund for the cancelled trip. I was initially told that the refund would be processed within 1 to 7 business days. When this timeframe elapsed without any refund or even an email confirmation, I contacted GetYourGuide again, demanding an explanation. Only then was I informed that the refund process actually takes up to 14 days. This shifting timeline and lack of transparency further compounded my negative experience.
Conclusion: Avoid Booking with GetYourGuide
Based on my personal experience, I strongly advise against using GetYourGuide for booking your tours and activities. The combination of unreliable customer service, lack of communication regarding cancellations, and questionable refund practices makes GetYourGuide a platform to avoid. There are numerous alternative tour booking services available that prioritize customer satisfaction and transparent communication. Save yourself the frustration and potential financial inconvenience and choose a different provider for your travel needs.
