Avoid the company Get your Guide

Welcome to the forum; sorry you're having an issue.
It's not possible to judge whether this was a scam or just a booking error on your part without the complete story. Where were you staying, what "activity" was being advertised, and how was it possible to believe it was occurring in the country/city in which you were residing versus somewhere else? Please provide a link to the activity you'd booked on the GYG website so we can see how it was advertised.

I'm sorry this happened to you. I've seen a report that this also has happened with Viator - both are 3rd party booking platforms and do NOT run the tours themselves.

I think the Get Your Guide website is similar to Viator's in that if you dig you can see what company is actually running a particular tour and then book directly with them.

Any chance you can contact your credit card and see if they can intervene?

As Kathy said, it's hard to know what happened as you did not provide any details. And given that you are a first-time poster, it would be very beneficial to us to know what really happened. Unfortunately, many people come here who have never posted here before, so I'm sure you can imagine that some claims may invite some questions. That does not mean you are not in the right, but because we have no prior experience with you, we have no way of telling whether this is credible.

Hi! Thanks for your response, it makes total sense, sorry about that. I was trying to warn other travellers as the experience has been really disappointing.
We are doing a road trip in the US and one of our stops was in Durango, Colorado, a couple of days ago. One of the first activities you can find when searching Durango, Colorado, was a Wild West tour which we booked a few weeks ago. When we got the confirmation email for the activity we were asked to select our pick up location and when using the link it will direct you to Durango, Mexico.
We tried contacting the company organising as well as GYG as all the information online was referring to Colorado and we only got a response the day before. GYG confirming location in Colorado whereas the actual company only replied in the evening confirming location in Mexico. We then contacted again GYG and they replied if the activity is actually in Mexico we will be refunded (which they later confirmed it is actually in Mexico).
They have now said they cannot refund as per their cancellation policy and terms and conditions and have taken the activity off the website.
I understand it may sound weird but really the information was misleading and the activity didn’t really have a website either but contact information only (which they didn’t replied to our emails or picked up the phone).
It is mainly how they have dealt with the situation that we are really disappointed as they confirmed wrong location, we then had to contact them to tell them that actually the information was wrong, them saying we will get a refund to then saying they cannot refund. Also, all the emails are along the lines “we are sorry you missed your activity” and “the organising company has also suffered from this mistake being the reason why we cannot refund” which doesn’t make any sense as they got paid and didn’t have to complete the activity.
It is very disappointing as all we really want is to get our money back and I would not bother going online to warn other people if the issue had been sorted. I understand the activity is down but warning about the lack of accountability and poor customer service.
Hope that makes sense, let me know if I should add further information or happy to delete if you deem not suitable for your forum.
Thanks guys!

I would file a claim with credit card company. It sounds like a website error on their part.

Thanks for filling us in!
It does sound like someone on the GYG end originally placed the activity on the page for Durango, Colorado versus Durango, Mexico. Was it this activity?

https://www.getyourguide.com/durango-mexico-l156924/durango-wild-west-ride-t697884/

And they admitted that it was in the wrong place, correct?
"We then contacted again GYG and they replied if the activity is actually in Mexico we will be refunded (which they later confirmed it is actually in Mexico)."

And then backpedaled on the promised refund, correct?
"They have now said they cannot refund as per their cancellation policy and terms and conditions and have taken the activity off the website.."

Nope, I wouldn't be happy either. I'm guessing you paid for this activity with a credit card? I'd contact your CC company with documentation of GYG admitting they screwed up and are now refusing to reimburse you for their error. Do you have the back-and-forth with GYG in written (e.g. email) form?

If you paid with a credit card, definitely contact your card’s customer service line to dispute the charge. Instead of Durango, imagine if there was something involving Paris … but would that be in Texas, or in France?

As for Durango, Colorado, are you considering the narrow gauge train ride between Durango and Silverton? That’s a classic, scenic ride! The seats on inside cars are sheltered, and have an old-time luxury atmosphere, but can feel relatively confined. The outside cars offer unrestrained scenery, but can be exposed to coal smoke and cinders.

I hope all communication has been in writing. That way you have your proof to submit to the cc company.

If you are still denied, let us know for other options and thanks for the warning.

Thank you so much all for your help!
Regarding the link, that seems to be the activity.
And correct, they did admit to be wrong and then retracted and denied the refund.
I have the record of all conversations and screenshots of the original post so will try the CC route. Didn’t think of that so thank you for the idea!

We looked into the train but with all the back and forth with GYG and poor internet connection in the mountains we ended up just driving to Silverton and other western towns which was great.
Thank you all again, I will keep you posted, hopefully it gets sorted soon.

Hope it all works out in your favor!
Now that you've found the RS forums, would love to see you come back as a 'regular' with questions you may have about your next adventure and to assist others with their own. It's a pretty nice bunch of helpful folks. :O)

Oh, and happy you drove the "Million Dollar Highway" into the mountains! Silverton, Ouray, etc. are scenic and fun!