I used Get Your Guide to book a day tour. Unfortunately my cruise ship had to alter its itinerary. Even though I communicated with Get Your Guide and the local vendor as soon as I learned of this, they refused to provide an alternative tour or refund the tickets. These circumstances were beyond my control! When I protested I was told that since the tickets were issued in their app, I went on the trip and that I was attempting to commit fraud on them!
Posted by
Snohomish, WA
2468 posts
I am sorry to say this is in their terms and conditions. Get Your Guide is a 3rd party reseller and both they as well as the tour operator has their terms. This is why cruise ships have their own excursions.
Posted by
Greeley, co, usa
2534 posts
Most companies that specifically cater to cruises will refund if there is a change in the cruise. I had an excursion refunded when our ship couldn’t stop at Grand Cayman because of high winds/surf. I guess Get Your Guide is different. I will be sure to avoid them.
Posted by
Snohomish, WA
2468 posts
Get Your Guide is a 3rd party reseller just like Viator, Expedia, and TripAdvisor. They have no obligation to a cruise ship and their schedule. I have not used them, but it is not their fault in this case. The excursions set by the cruise ships have that built in insurance for the customer. So you either pay for that and have a safety net or you take your chances.
Posted by
Southeast US
3955 posts
Get Your Guide indicates on their website that most activities offer cancellation with refund up to 24 hours prior to the tour UNLESS the posted activity shows otherwise in its description. It appears OP (1) cancelled with less than 24 hours notice or (2) purchased a non-refundable tour.
The cancellation policy: https://www.getyourguide.com/contact#cancellation_cancellation-policy
To the OP: I‘m sorry your cruise itinerary was changed and I‘m sorry you are out money, but the company appears to be enforcing what is a quite reasonable policy. Yes, the circumstances were outside your control, but they were also outside the control of the tour provider.
Posted by
Southeast US
3955 posts
And I write this as someone who recently had to cancel a 2-day tour four days before the tour was to commence. I had requested the refund policy at the time of purchase, and I knew full payment of the tour was expected if it was cancelled less than 14 days in advance. I had paid half the cost as a deposit and was to pay the rest at the time of the tour. When I cancelled, I asked for a way to pay the outstanding balance. The tour company happily accommodated my request.
Posted by
Greeley, co, usa
2534 posts
Try shore excursions group next time
Posted by
Magyarország / Rep of Texas
19461 posts
I suspect your trip interuption insurance might cover it.