Frequently asked questions
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Getting started
What is GetYourGuide
Welcome! GetYourGuide is the world's first online platform that connects Travelers with local Guides. You can join us as a Traveler, as a Guide, or both!
Travelers can book tours and services offered by local Guides. Guides can sell tours to Travelers from around the world. The quality of all tours is ensured through user reviews.
Book tours through GetYourGuide is fast, easy, and direct. As a Traveler, you only need to pay the Guide.
Sell tours and services on our platform only costs a small fee.
To learn about the tour booking or tour selling process, please read our How it works.
You can also read other parts of our FAQ or contact us directly.
Can I also be a Guide? / How do I become a Guide?
Once you offer your first tour, you will automatically be a Guide.
We highly encourage users to be both Traveler and Guide. Experience great tours as a Traveler and earn money as Guide by showing other Travelers your favorite places!
Please note that in certain countries, you need a certificate in order to offer tours. You must inform yourself about such legislation in your own country. To learn more, please read our Terms of Use.
How do I book a Guide?
Booking Guides on GetYourGuide is fast and easy. First find a tour you like by using our Find a Tour search, send a request to that Guide and wait for his reponse. If the Guide accepts your request, you need to confirm the tour to complete the booking process. Payment of the Guide differs depending on the country of the tour.
To learn more, please read our step-by-step explanation of the booking process in our How it works.
How do I sell tours to Travelers?
Selling tours on GetYourGuide is a great way to make money - and have fun doing it! GetYourGuide provides you the opportunity to offer your tours to customers from around the world.
The first thing you need to do is to create a tour. Creating new tours is for free. You only pay a fee once a traveler books your tour.
To learn more about selling tours, please read our step-by-step explanation in our How it works.
How do I contact customer support?
We want your GetYourGuide experience to be great, and that means making sure that you get the help you need, when you need it. If you can't find your answer in the FAQs, you can contact us.
Please note that depending on the nature of your question, it may take a few days before we can respond to your question.
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Travelers: book tours
Tour booking
How do I book a Guide?
Booking Guides on GetYourGuide is fast and easy. First find a tour you like by using our Find a Tour search, send a request to that Guide and wait for his reponse. If the Guide accepts your request, you need to confirm the tour to complete the booking process. Payment of the Guide differs depending on the country of the tour.
To learn more, please read our step-by-step explanation of the booking process in our How it works.
How do I contact a Guide?
Before you book a tour:
If you have questions about a tour, please leave your question in the "Questions & Comments" field on the webpage of the tour you are interested in. You can ask all your questions there except asking for contact details. When the Guide posts a reply to your question, you will be notified. Unfortunately, you cannot contact the Guide privately via e-mail.
After you have booked a tour:
Once the booking of a tour is confirmed, you will receive all the Guide's contact information including e-mail address and telephone or mobile phone number in an e-mail we sent you.
If you lost the contact information of your Guide, please contact us.
How do I cancel a tour that I have booked?
To cancel a tour, you have to click on "My Tours" at the top of every GetYourGuide page, then go to Booked Tours and click the "Cancel Tour" button next to the tour that you wish to cancel.
Out of respect for the Guide, please always cancel the tour as soon as you know it.
Buyer protection
What steps can I take to protect myself when booking tours on GetYourGuide?
Before you book a tour, we recommend the following steps to help ensure a successful tour booking experience:
- Read the tour listing carefully: Always read the tour listing carefully and make sure you understand the Guide's terms and conditions. Your booking is a commitment to buy the tour from the Guide.
- Check the Guide's reputation: Check the Guide's tour sales history through feedback as well as the seller's current tours to get an idea of their areas of expertise. For example, if the Guide has only conducted sightseeing tours, and then lists a diving course, make sure that you are comfortable with the transaction before you book the tour.
- Use common sense: If something seems too good to be true, it often is. Make sure that you are comfortable with the transaction before you book the tour.
- Ask questions: Communicate with the Guide by leaving a question in the "Questions & Comments" field on the tour listing page.
A Guide has offered me a tour in private. Should I accept?
Before you agree to a tour transaction outside of GetYourGuide, that means by arranging a tour without using our booking system, consider the following:
- You can't leave feedback: You won't have the possibility to leave negative feedback for the Guide if the tour didn't go well.
- We can't help you: No support from the GetYourGuide team if you encounter any problems. Although we cannot be held legally responsible for misconducts on a tour, we do have the ability to help you in most cases.
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Guides: sell tours
General questions
How do I sell tours to Travelers?
Selling tours on GetYourGuide is a great way to make money - and have fun doing it! GetYourGuide provides you the opportunity to offer your tours to customers from around the world.
The first thing you need to do is to create a tour. Creating new tours is for free. You only pay a fee once a traveler books your tour.
To learn more about selling tours, please read our step-by-step explanation in our How it works.
What are my advantages from selling tours on GetYourGuide?
Whether you're an experienced or a first-time Guide, GetYourGuide offers great opportunities for everybody.
Here are just a few of the advantages you have from selling your tours on GetYourGuide:
- Direct: Offer and advertize your tours directly to Travelers via a simple and modern approach
- Easy: Offering a new tour only takes a few minutes.
- Fast: Create a Tour in 10 minutes and you may have a tour request within the next 10 minutes.
- Convenient: Benefit from our tour management tools. Keep a clear overview over all your tours. We will add more sophisticated tour management tools over time (e.g. a calendar function). You only have to worry about making great tours, we take care of the rest.
- Global: Reach Travelers from all over the world!
- Inexpensive: As an online platform GetYourGuide has lower costs than conventional tour providers or agencies. We can therefore charge less fees as well.
Last but not least, offering tours means connecting to new people coming from different cultures and traditions. By using GetYourGuide you can show your country to the world and immerse yourself in a truly diverse community..
How can I attract more Travelers for my tours?
The following points will help you achieve higher booking rates:
- Maintain good feedback: Customers take feedback very seriously. Guides live from their reputation. Make sure to satisfy your customer's needs and receive positive reviews from your tour participants. Also, your total number of successful tours will be visible to other users. The more tours you have conducted, the better it looks to potential customers.
- Make an attractive tour listing: Your tour will be among hundreds of others tours. For Travelers to consider your tour, they need to find it attractive, so think like a buyer. Make sure you have good photos and a complete tour description. An informative title, well-written description, and clear photos can make the difference between selling and not selling your tour. Also remember that your tour will be viewed by an international audience.
- Communicate: Good communication helps to promote you as a responsive Guide and will help avoid potential problems.
- Improve the odds: Create more tours. The chances that one of them will be of interest to a Traveler is much higher. However, don't sacrifice quality for quantity. In the end, it's the best tours that sell.
- Upload certificate / qualify for our ProSEAL: If you're a certified Guide or have a special license in a certain field, e.g. if you are a certified mountain guide or professional diving instructor, upload it to your profile.
Our ProSEAL is awarded to Guides with a special certificate or license.
Creating tours
What are the rules and policies for selling tours on GetYourGuide?
You can offer any kind of tour you want, but there are some rules which must be followed::
- Local regulations:In certain countries you must have an official guide certificate in order to offer tours. You must inform yourself about such regulations as GetYourGuide cannot be held responsible in such cases.
- Listing practices: You may not provide contact information in the tour description, include links to external sites, or use profanity. Listing policies also include prohibiting practices that would circumvent GetyourGuide fees. Using brand names or other words inappropriately for the purpose of attracting buyers to a tour listing is also not allowed
- Prohibited and restricted tours: What tours can and cannot be listed. GetYourGuide's restrictions are often based on country and state laws. However, many restrictions involve the offering of controversial or sensitive tours and are not necessarily prohibited by law. The limitations are a result of input by the GetyourGuide Community. Any tours that go against local laws are generally prohibited. We also probihit tours involving prostitution, drugs and immoral actions. In other cases, tours are evaluated on case-by-case basis. The best tip we can give you is to use your common sense.
- Listing and offering different tours: Accepting payment and offering a tour that is significantly different from the tour described in the tour listing is not allowed.
- Terms of Use: All tours must comply with GetYourGuide's Terms of Use.
Violation of GetYourGuide policies can result in a range of actions, including::
- Cancellation of the tour listing
- Limits on account privileges
- Account suspension
- Referral to law enforcement
Managing tours
I have received a Tour Request. - What now?
Congratulations! You have received a tour request from a Traveler and potential customer.
You should now examine the details of the request and then either accept, decline or offer an alternative date for the tour.
Read more about the booking process in our How it works.
How do I manage my Tours?
You can manage your tours, tour requests and others things related to selling tours in the Sell Tours tab in your "My Tours".
Here is an overview of what you can do there:
Overview: View all tabs at a glance and see your upcoming tours.
Pending Tours: View all pending tours. These can be new requests for your tours, or tours that you have accepted and await the final booking confirmation from Travelers.
Offered Tours: See and edit all of your offered tours.
Wallet: View your payment transactions. Manage your prepaid balance and upload funds to your Guide Credit.
- Reviews: View all the reviews you have received for your tours. In addition you can:
Payment and fees
What are GetYourGuide fees?
Creating tours is for free. You pay a fee if a Traveler successfully books one of your tours. To learn more, please read the payment and fees section.
Travelers do not pay any extra fees. They only pay the tour price.
What is PayPal?
PayPal is a system that lets anyone with an e-mail address to securely send and receive online payments using their credit card or bank account without revealing financial information to GetYourGuide. Visit PayPal's website to learn more.
Potential problems
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Account information
How can I edit my account information?
To change your account information, go to your "My Profile" at the top of every GetYourGuide page, and click on the Edit profile tab.
In your "Edit Profile" you can do the following:
- Edit Contact Details: Here you can enter all your contact information. Some of the information will be publicy visible. Other information will only be exchanged with your transaction partner if you book or sell a tour.
- Edit Picture: Add a nice picture of yourself.
- Edit E-mail/Password: Change your E-mail address or password.
- Recharge Guide Credit: Here you can recharge your Guide Credit. For every successfully sold tour we subtract a fee from your Guide Credit. If your Guide Credit is empty, you need to recharge your Guide Credit before you can continue selling tours. You receive tour payments from your customers directly in person.
I forgot my username or password. What can I do?
You may log in with either your username or E-mail address and your password.
In case you forgot your password, please click on "Forgot your password?" in the log-in box. In the next step you will be asked to enter your E-mail address. We will then send you a new password and an activator link to your E-Mail address. Check your E-Mails and click on the activation link in order to activate your new password.
Why was my account suspended?
Your account may be suspended if there is evidence for serious violations of GetYourGuide's rules and policies. If you would like to appeal your suspension, please include any relevant information and contact us.
If you do not know why you were suspended or if for some reason you did not receive a notice, contact us for more information.
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Feedback and quality of tours
Quality of tours
What happens if I am not satisfied with a Guide?
After the tour is over, you have the chance to write a review and share your evaluation of the Guide with other users.
At GetYourGuide we try to make your tour experiences as pleasant as possible, but it is outside our power to promise perfect satisfaction for every tour. Therefore we give you the power to recommend good Guides or warn against bad ones. At the same time, you can benefit from other Travelers' past experiences.
If you think that a certain tour broke our rules and policies, or was in any other way inappropriate, please contact us. In serious cases, we may use methods such as cancellation of tour listing, account suspension, limit on account priviliges, or referral to law enforcement in very serious cases.
Be assured that we care about our users.
Feedback system
How can I leave feedback for the Guide?
After each tour you will receive an e-mail from us asking you to review your Guide. You can also navigate to your open reviews in your "My Tours".
You can review your Guide according according to:
- Overall Impression: How was your overall impression of the tour?
- Service: Did the guide offer a pleasant and convenient service?
- Communication Skills: How good was the communication before, during and after the tour? Did the Guide have language difficulties?
- Expertise: How was the skill level of the guide? Did your guide act professionally?
- Reliability: Was the organization and guidance of the tour reliable? Was the tour carried out as you expected?
- Safety: Did you feel safe and secure at all times? Did the Guide master difficult situations as expected?
You are also encouraged to leave a personal review text which will be read by others users.
Can feedback comments and scores be removed?
In most cases, feedback comments you have given or received cannot be removed. Because feedback represents user opinions, GetYourGuide cannot edit these comments, nor can we legally investigate them for accuracy. Generally there is nothing you can do about your reviews. We expect all users of the GetYourGuide community to be able to judge each other's performances fairly.
There are two special cases in which feedback may be removed by GetYourGuide:
- If both Guide and Traveler agree to remove a review, you can contact us to remove the review.
- If the review tool was used in an inapproriate manner, and if convincing proof for the misuse of the review tool can be demonstrated, GetYourGuide may remove a review. In such cases, please contact us. We reserve the right to judge such cases on a case-to-case basis.
I received an unfair negative review! What can I do?
Generally there is nothing you can do about your reviews. We expect all users of the GetYourGuide community to be able to judge each other's performances fairly
GetYourGuide can only remove reviews under special circumstances. In these cases convincing proof for the misuse of the review tool must be demonstrated. If you think a Traveler misused the review tool, please contact us.
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Transaction problems
Problems with a Guide
The Guide did not show up! What happens now?
If the Guide doesn't show up at the arranged meeting time and place, here's what you need to do:
- Try to contact the Guide: You should have the Guide's contact information. If you can't find the Guide at the arranged meeting place and time, please give your Guide a call first.
- Try to find a compromise: If there was a misunderstanding, you should try to find a solution with the Guide first. For example, you could arrange an alternative date for the tour.
If you cannot come to an agreement with the guide, you can leave a negative review. Please be aware that a negative review will have very negative consequences for the Guide's reputation.
Problems with a Traveler
The Traveler did not show up! What happens now?
If the Traveler doesn't show up at the arranged meeting time and place, here's what you need to do:
- Check if the tour was cancelled
- Try to contact the traveler: You should have the traveler's contact information. If you can't find the Traveler at the arranged meeting place and time, please give your customer a call first.
- Try to find a compromise: If there was a misunderstanding, you should try to find a solution with the traveler first. For example, you could arrange an alternative date for the tour.
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Questions about the website
What about other languages?
We are in the process of translating GetYourGuide into German and Chinese at the moment. Other languages including Spanish and French will be added in the future. We kindly ask for your patience and understanding.
Can you please add a new function ... ?
More and cooler features will be added over time. We have a long list of things we want put into GetYourGuide. Keep watching our blog for the latest developments. Of course, if you would like see to a certain feature, let us know!
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