I recently booked the "Krabi: White Temple, Emerald Pool & Hot Springs Tour" with GetYourGuide, and my experience was marred by significant issues related to communication, unexpected itinerary changes, and a concerning lack of accountability.The day before the trip, the activity provider changed the itinerary without providing adequate notice. Instead of visiting the Tiger Cave, we were taken to a random temple. What's most frustrating is that none of us were consulted about this change or given an opportunity to express our preferences for an alternative. 6 out of 8 participants, including myself, complained, and when we requested at least transportation to the Tiger Cave, we were left stranded on the main road, forced to arrange our own taxi rides to the cave and back to our hotels—services that were initially included in the price.Adding to the frustration, the communication from both the activity provider and GetYourGuide was severely lacking. Despite the incident that prompted the change happening two months prior, the notification was sent just 48 hours before the trip. As a traveler on holiday, I can't be expected to check emails daily, and it's disappointing that neither the activity provider nor GetYourGuide made any effort to contact me through alternative means, such as a phone call or text message.What's particularly concerning is that, despite booking my trip through GetYourGuide, I never received any notification about the change through the app or via email. It's as if they intentionally neglected to ensure we were aware of the alterations to prevent cancellations.Moreover, GetYourGuide and the activity provider altered the schedule and reduced it by 3 hours (!!!) with no alterations in the price. This drastic change in the tour duration was not only inconvenient but also misrepresented the value we paid for.Despite these challenges, when I requested a partial refund for the additional costs incurred to arrange transportation back to my hotel, GetYourGuide refused. This refusal, despite acknowledging the inconvenience caused and the fact that we paid for services not rendered, reflects a concerning lack of accountability and customer care.This lack of communication, accountability, and consideration for customers is unacceptable. The impact of these changes on our travel plans was significant, and the indifference displayed by both the supplier and the activity provider is disheartening. I hope that this review serves as a cautionary note for future travelers considering GetYourGuide for their experiences. Communication is key, and in this case, it was sorely lacking.
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We are TripGuru, specializing in small group tours with up to 5-9 people, private and premium tours. We are currently present in 16 cities, including those in Thailand, Indonesia, Vietnam, Turkey, and Japan. All 350-plus nature-based tourism activities are backed by a commitment to sustainable practices and animal welfare protection. Our guides speak multiple languages, such as English, Spanish, French, German, Japanese, Korean, and Chinese. We strive to make your experience memorable before you even make your first booking with us. Destination insiders craft our unique itineraries. At the same time, our local guides serve as cultural translators who are more than happy to share their deep and personal knowledge of the area that you wouldn't have discovered otherwise. We also provide air-conditioned vehicles and professional drivers on all our tours to ensure you remain comfortable and safe throughout your adventure. If you have any questions, we have a 24/7 customer service line dedicated to addressing all your concerns. Love of travel is what each of us at TripGuru is passionate about. Join our trips and become one of the over 100,000 happy travelers who have earned remarkable travel experiencesSee more
