Quick answer: Yes. GetYourGuide is a legitimate, well-established company — founded in Zurich in 2009, headquartered in Berlin, selling tens of millions of bookings a year through a marketplace of vetted local operators. Payments are processed by GetYourGuide, most products can be cancelled for a full refund up to 24 hours before, reviews come from verified bookings, and support is 24/7. The complaints you will find online are almost all about individual operators or about missed cancellation deadlines, not about the platform taking money and vanishing. Below is how it works, what to check, and when a rival platform is the better call.
Related: How Does GetYourGuide Work? (2026)
What GetYourGuide Is
A marketplace: local tour operators and attractions list their products; GetYourGuide handles search, payment, vouchers, reviews and support, and takes a commission from the operator. It also sells its own “Originals” — experiences it designs with partners, such as early-entry museum visits. It is one of the two largest tour platforms in the world, alongside Viator, and is particularly strong in Europe.
Top-Rated Berlin Tours & Experiences on Viator
How Your Money Is Protected
You pay GetYourGuide, not the operator, by card, PayPal or wallet; the operator is paid after the activity. On most products, cancelling more than 24 hours before the start gives a full refund to your original payment method. Many tours offer reserve-now-pay-later, charging 72 hours before. If the operator cancels, you are refunded in full. GetYourGuide also advertises a quality guarantee for experiences that badly miss their description, handled through support with evidence.
Are the Reviews Genuine?
Reviews can only be left by customers who completed a booking, and operators cannot delete them. Review counts on popular European tours run into the thousands. The usual reading advice applies: weigh the average with the volume, sort by recent, and read the middling reviews (our review-reading guide works for any platform).
Common Complaints, Honestly
“I cancelled and got no refund.” Almost always a cancellation after the 24-hour deadline, or a non-refundable product (clearly labelled). “Skip-the-line still meant queuing.” Skip-the-line means the ticket queue, not security. “The operator was bad.” A marketplace risk — mitigated by reading reviews. “Support was slow.” Chat is usually quick; phone at peak times can involve a wait. None of these is a sign of a scam.
How to Book Safely
Use the official site or app (beware lookalike domains). Filter for free cancellation. Read the last ten reviews. Check what is included and the exact meeting point. Save the voucher offline. Reconfirm pickups. Keep the operator’s number handy on the day.
Is Viator Better for This?
For guided tours and day trips, Viator typically lists more operators with more reviews per tour — the Berlin examples above each carry thousands — and applies a 24-hour free-cancellation default across most of its catalogue, with 24/7 phone support. GetYourGuide is at least as good in Europe, especially for tickets and Originals, and slightly thinner elsewhere. Many travellers compare both and book whichever lists the better-reviewed operator. Full comparison: Viator vs GetYourGuide. Related: GetYourGuide cancellation policy, how GetYourGuide works. Destination picks: Berlin, Munich, Vienna.
Frequently Asked Questions
Is GetYourGuide a real company?
Yes. GetYourGuide GmbH is headquartered in Berlin, founded in 2009, and is one of the largest tour and activity marketplaces in the world.
Is it safe to pay on GetYourGuide?
Yes. Payment is processed by GetYourGuide, the operator is paid after the activity, and refunds go back to your original payment method.
Can I get a refund from GetYourGuide?
On most products, a full refund if you cancel more than 24 hours before the start. Non-refundable products are labelled before you pay.
Does GetYourGuide have 24/7 support?
Yes, via chat, email and phone.
Is GetYourGuide better than Viator?
Comparable. GetYourGuide is very strong in Europe and for tickets; Viator has the larger global catalogue and review base. Compare the specific tour on both.
Why are there bad reviews of GetYourGuide online?
Most concern individual operators or late cancellations, which are marketplace and policy issues rather than evidence the platform is fraudulent.
Kratos Review is reader-supported. We may earn a commission when you book through links on this page, at no extra cost to you. Prices and policies were checked on 28 September 2026 and can change.
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