Is GetYourGuide legit? – I’ve been asked this question a few times recently. Which is exactly why I’ve put together this comprehensive guide. Here’s my honest review of GetYourGuide where I reveal everything you need to know about this Berlin-based travel booking platform.

From user experiences (both stellar and concerning) to industry recognition, we’ll examine every angle to determine whether GetYourGuide deserves your trust and hard-earned Japan travel budget.

Key Takeaways:

• GetYourGuide is a legitimate and well-established online travel booking platform with strong European roots, increasingly expanding its Japan offerings to compete with Asia-focused platforms like Klook.
• Operating as a marketplace since 2009, it connects global travellers with local experience providers, featuring robust customer protection and secure payment processing.
• Trust indicators include industry awards (including recognition as a “Traveller’s Choice” winner), an impressive 4.3 out of 5 stars on TrustPilot, and backing from major investors like KKR and Temasek.
• Key advantages include competitive pricing with a “best price guarantee,” extensive global coverage (though Japan inventory is still growing), instant confirmation, mobile tickets, and multi-language customer support.
• The platform is strong in European destinations but has been aggressively expanding its Asian portfolio, with Japan being a key focus market for recent growth initiatives.
• Essential usage tips: Always read recent reviews carefully, understand cancellation policies thoroughly, verify booking confirmations, and consider downloading WhatsApp for direct tour operator communication.
• While user experiences are generally positive, be aware that Japan offerings may be more limited compared to European destinations, and some activities may have stricter cancellation policies.

What is GetYourGuide and how does it work?

As seasoned travellers, we’ve all been there – finding what looks like the perfect booking platform only to stumble across worrying reviews that send us back to square one. While GetYourGuide offers experiences worldwide, this guide focuses specifically on how it performs for booking activities, tours, attractions, and experiences in Japan.

As a Japan travel consultant with clients spanning the globe, when I talk with them I’ve found that GetYourGuide is far better known in Europe than it is in North America. I guess that’s not surprising, given that it started and is still based in Germany. I’ve had clients from the USA ask if GetyourGuide is legit – which is precisely why I wrote this guide.

Brief history and background of GetYourGuide

GetYourGuide was founded in 2009 in Berlin by four university friends who wanted to simplify the process of booking travel experiences. Unlike many competitors that started in Asia, GetYourGuide built its reputation in the European market before expanding globally. The company has raised significant funding from major investors including KKR, Temasek, and Spark Capital, giving it the financial backing to compete with established players.

I first encountered GetYourGuide representatives at European travel trade shows around 2016, where they were already making waves with their aggressive expansion strategy. Their focus on technology and user experience was immediately apparent, though at that time their Japan inventory was quite limited compared to their European offerings.

Overview of services offered

Through GetYourGuide, you can access a diverse range of global travel experiences including attraction tickets, guided tours, food experiences, cultural activities, and transportation services. The platform has expanded beyond traditional tours to include unique experiences like cooking classes, photography walks, and even multi-day adventures.

The platform’s strength lies in its curated approach – every experience is vetted before being listed, and the quality control standards are generally higher than pure marketplace models. More recently, they’ve been investing heavily in expanding their Asian offerings, with Japan being a particular priority market.

How to use GetYourGuide for travel bookings

Using GetYourGuide is refreshingly straightforward. The website and mobile app feature clean, intuitive interfaces available in multiple languages. After creating a free account, you simply search by destination, browse categories, read detailed descriptions and reviews, then complete your booking with secure payment processing.

The platform emphasises instant confirmation and mobile tickets, eliminating the need for printed vouchers in most cases. Their booking system is designed to be foolproof, with clear pricing, no hidden fees, and transparent cancellation policies displayed upfront.

GetYourGuide as a curated marketplace

Unlike pure marketplaces, GetYourGuide takes a more selective approach by carefully vetting experience providers before allowing them on the platform. This curated model means fewer options than some competitors, but generally higher quality and more reliable experiences. The trade-off is that innovative or newer local operators might not make it onto the platform as quickly.

Reasons why you can trust GetYourGuide

Secure payment systems and financial backing

GetYourGuide prioritises transaction security through advanced encryption and partnerships with trusted payment gateways. The platform is ‘PCI DSS compliant’ – that’s tech-speak for following a set of global security standards designed to protect cardholder data during payment processing – and processes millions of transactions annually without major security incidents. Their substantial backing from major investment firms provides additional financial stability and confidence.

Customer support availability

GetYourGuide maintains customer support teams across multiple timezones, offering assistance in over 15 languages. Support is available through email, live chat, and phone, with generally prompt response times. For Japan-specific bookings, their European support teams are well-trained on Asian destinations, though response times may vary during European nighttime hours.

Awards and industry recognition

GetYourGuide has received numerous industry accolades, including recognition as a “Traveller’s Choice” winner on TrustPilot and various travel technology awards. The platform has been featured in major publications like The New York Times, CNN Travel, and Lonely Planet as a recommended booking resource.

GetYourGuide’s TrustPilot score and user ratings

At the time of writing, based on over 44,000 reviews, GetYourGuide has a 3.8 out of 5 stars rating on TrustPilot – which is below most of it’s direct competitors, but still ranks as “Great” in TrustPilot’s classification system. In their company review summary, TrustPilot says: “Reviewers had a great experience with this company. Customers appreciate the app for its user-friendly interface and the ease with which they can book activities. People also highlight the ability to connect with tour and event providers, which keeps all trip details organized in one place.”

Customer reviews reveal particular strength in European destinations, with increasingly positive feedback on their Asian offerings as they expand.

On the negative side, it goes on to say: “However, some reviewers report issues with cancellations. Also, there are mixed opinions regarding the booking process, location details, and holiday packages. This suggests that experiences may vary.“

Best price guarantee

GetYourGuide backs its competitive pricing with a comprehensive “best price guarantee.” If you find the same experience cheaper elsewhere, they’ll match the price and often add a small credit to your account. As far as I could determine, they seem generally good at honouring this guarantee, though the process may take a few business days to resolve.

Benefits of using GetYourGuide for travel bookings

Competitive pricing and transparent costs

GetYourGuide’s pricing is consistently competitive, often undercutting direct bookings and other platforms. What I particularly appreciate is their transparent pricing model – no hidden fees, clear cancellation terms, and upfront total costs including taxes and service charges.

Growing range of Japan activities and experiences

While GetYourGuide’s Japan inventory historically lagged behind Asia-focused platforms like Klook, they’ve been rapidly expanding their offerings. Recent additions include exclusive experiences, premium small-group tours, and partnerships with local Japanese operators that aren’t as widely available on other similar platforms.

Instant confirmation and mobile convenience

One of GetYourGuide’s standout features is reliable instant confirmation for most bookings. Their mobile app is particularly well-designed (and rated highly both for Android and iOS devices), allowing you to manage bookings, access tickets, and even make last-minute reservations while exploring Japan. The QR code system works seamlessly at most Japanese attractions.

Multi-currency support and flexible payments

GetYourGuide supports over 30 currencies and multiple payment methods including PayPal, Apple Pay, and major credit cards. This flexibility is particularly valuable when booking from different countries or managing group bookings with varying payment preferences.

Quality curation and experience standards

Unlike pure marketplaces, GetYourGuide’s curation process means higher average quality across their offerings. Apparently, each experience undergoes review, and operator partnerships include quality standards and customer service requirements. This filtering results in fewer disappointing experiences, though it may mean missing some unique local offerings.

User experiences: what travellers say about GetYourGuide

Analysis of customer reviews and ratings

GetYourGuide enjoys predominantly positive reviews, with users consistently praising the platform’s reliability and ease of use. Analysis of thousands of reviews reveals high satisfaction rates, particularly for well-established destinations. Japan-specific reviews are generally positive, though some note limited selection compared to European offerings.

Common praises and complaints

Frequent praise includes:

• Seamless booking process and instant confirmation
• High-quality, well-organised experiences
• Responsive customer service
• Clear communication and detailed information
• Reliable mobile ticketing system

Common concerns mention:

• Limited last-minute availability for popular experiences
• Occasional communication gaps with local operators
• Some experiences being more expensive than direct booking (not uncommon for online travel platforms)
• Stricter cancellation policies on certain activities

Ease of refunds and processing time

GetYourGuide’s refund process is generally straightforward, with most eligible cancellations stated as being processed within 5-7 business days. The platform clearly displays cancellation policies before booking, reducing confusion. However, some experiences have strict no-refund policies, particularly for popular attractions with limited availability.

Experiences with Japan-specific bookings

Users report positive experiences with GetYourGuide’s Japan offerings, particularly praising the detailed itineraries and professional organisation. However, some note that the selection, while growing, doesn’t yet match the breadth available on Asia-focused platforms like Klook, particularly for off-the-beaten-path experiences.

GetYourGuide vs Klook vs competitors: how does it compare?

Comparison with Klook and other booking platforms

When comparing GetYourGuide to Klook for Japan travel, each platform has distinct advantages:

GetYourGuide strengths:

• Higher average experience quality through curation
• Better customer service in European timezones
• More detailed experience descriptions
• Stronger focus on unique, premium experiences

Klook advantages for Japan:

• Vastly larger inventory of Japan activities
• Better pricing on attraction tickets
• More comprehensive rail pass options
• Stronger relationships with Japanese operators

While Klook dominates Japan attraction tickets, GetYourGuide excels in curated experiences and tours

Viator falls somewhere between the two, offering extensive inventory like Klook but perhaps with less ‘quality control’ than GetYourGuide. For Japan specifically, I often recommend using multiple platforms depending on what you’re booking – GetYourGuide for unique experiences, Klook for tickets and transportation.

Unique features and innovative offerings

GetYourGuide’s strength lies in exclusive partnerships and unique experience formats. They offer several Japan experiences not available elsewhere, including private cultural immersion tours, exclusive after-hours museum visits, and premium small-group experiences with expert local guides. (Though if you’re looking for the most exclusive/luxury experiences in Japan Wabunka is my #1 recommendation.)

Pricing and value proposition

GetYourGuide’s pricing strategy focuses on value rather than being the cheapest option. While you might find lower prices elsewhere, GetYourGuide experiences often include additional services, better group sizes, or exclusive access that justifies the premium.

Using GetYourGuide’s website and mobile app

Navigating the interface

GetYourGuide’s website and mobile app both feature clean, modern designs that prioritise user experience. The Japan section is well-organised with intuitive filtering options, detailed maps, and clear categorisation. The booking flow is streamlined, reducing abandoned bookings common on more complex platforms.

Accessing booking details and digital tickets

Once booked, all information is easily accessible through your account dashboard or mobile app. Digital tickets include QR codes, meeting point details, and contact information for tour operators. The system automatically sends reminders and important updates via email and push notifications.

Reading experience details and reviews

GetYourGuide provides comprehensive experience descriptions including detailed itineraries, inclusion/exclusion lists, and practical information like dress codes or physical requirements. User reviews include photos and detailed feedback, helping you make informed decisions.

Tips for getting the most out of GetYourGuide successfully

Research experiences thoroughly

Take time to read full descriptions, recent reviews, and cancellation policies. Pay attention to group size limits, meeting points, and any special requirements. GetYourGuide’s detailed listings make this easier than on many competing platforms.

Understanding cancellation policies

IMPORTANT: Carefully review cancellation terms before booking. GetYourGuide clearly displays these policies, but they vary significantly between experiences. Some offer full refunds up to 24 hours before, while popular attractions may have strict no-refund policies.

Ensuring booking confirmations

Always verify you’ve received confirmation emails and check that details match your requirements. If confirmation doesn’t arrive within 30 minutes, contact customer service immediately. Save confirmation details to your mobile device for offline access.

Communication with local operators

For tours requiring direct contact with operators, consider downloading WhatsApp or LINE (popular in Japan). Some operators may contact you directly with meeting point updates or weather-related information.

Using the mobile app effectively

Download the GetYourGuide app before travelling to Japan. The app works offline for accessing booked experiences and includes helpful features like GPS navigation to meeting points and one-tap customer service contact.

Popular GetYourGuide offerings in Japan

Attraction tickets and skip-the-line passes

GetYourGuide offers tickets to major Japanese attractions including Tokyo Skytree, Osaka Castle, and Universal Studios Japan. While their inventory is smaller than Klook’s, they often provide additional perks like priority entry or combo deals not available elsewhere.

Cultural experiences and traditional activities

Where GetYourGuide truly excels in Japan is cultural experiences. Their curated selection includes authentic tea ceremonies, traditional craft workshops, geisha district tours, and temple meditation sessions. These experiences typically feature smaller groups and expert guides.

Food tours and culinary experiences

GetYourGuide’s Japan food offerings include comprehensive tours of Tsukiji Market, sake tasting experiences, cooking classes, and street food adventures. Their food tours consistently receive excellent reviews for guide quality and restaurant selections.

Day trips and multi-day experiences

Popular day trip options include Mount Fuji excursions, Nikko temple visits, and Hiroshima journeys from major cities. GetYourGuide’s multi-day experiences, while limited, offer comprehensive packages including accommodation and transportation.

Potential drawbacks and limitations of GetYourGuide

Limited inventory compared to Asia-focused platforms

GetYourGuide’s Japan selection, while growing, remains smaller than Klook’s extensive inventory. You may not find as many options for specific attractions or locations, particularly outside major tourist centres.

Premium pricing strategy

GetYourGuide’s emphasis on quality often means higher prices than competitors. While experiences typically justify the premium through better service or exclusive access, budget-conscious travellers might find better deals elsewhere – usually with Klook.

European-centric customer service hours

With headquarters in Berlin, GetYourGuide’s primary customer service operates on European timezones. While they offer 24/7 support, response times may be slower during European nights when you’re active in Japan.

Stricter experience standards may limit variety

While quality curation is generally positive, it can mean missing unique or innovative local experiences that haven’t yet met GetYourGuide’s standards or partnership requirements.

How good is GetYourGuide’s customer service?

Responsiveness and support quality

GetYourGuide generally receives positive feedback for customer service quality. Support agents are well-trained, knowledgeable about destinations, and empowered to resolve issues quickly. Multi-language support is genuinely useful for international travellers.

Refund process and timeframes

The refund process is typically smooth for eligible cancellations, with most refunds processed within 5-7 business days. GetYourGuide is generally fair about interpreting cancellation policies and may offer partial refunds or credits in borderline situations.

Handling issues and complaints

Based on user feedback and my own interactions, GetYourGuide takes a proactive approach to resolving issues. They often provide credits or rebooking assistance when experiences don’t meet expectations, even in situations where they’re not technically required to do so.

Conclusion

So, is GetYourGuide legit? Absolutely. GetYourGuide is a legitimate, well-established travel booking platform with strong financial backing and a solid reputation.

While their Japan offerings are still growing compared to Asia-focused competitors like Klook, GetYourGuide excels in experience quality, customer service, and unique offerings. For travellers prioritising quality over quantity, or those seeking premium experiences not available elsewhere, GetYourGuide is a solid choice.

For Japan travel specifically, I often recommend a combined approach: use GetYourGuide for cultural experiences and premium tours, while considering Klook for attraction tickets and transportation passes where their inventory and pricing are superior. If you’re interested in tours generally (from a couple of hours to multiple days) then Viator has excellent inventory for Japan. For luxury and genuinely unique high-end experiences Wabunka is easily the number one choice.

Remember to always research thoroughly before booking, understand cancellation policies, and you’ll be well-positioned to have excellent experiences through GetYourGuide.

Have you used GetYourGuide for Japan travel? Share your experiences in the comments below to help fellow travellers make informed decisions.

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Further Related Guides

• 38 Japan Travel Sites and Resources Every Traveller Should Know
• How I Plan Trips To Japan – The 5 Stages of Travel
• Is Klook Legit? Honest Review & Tips For Japan Travellers
• How To Choose The Best Japan Travel Guidebook

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