A “GetYourGuide operations” charge on your bank or credit card statement is the amount GetYourGuide billed for a tour, attraction ticket, or activity booked through its platform. It usually shows up as “GETYOURGUIDEOPERATIONS” or a shortened variant, and the number should match the total you confirmed at checkout. Many people don’t recognize it right away because the merchant name doesn’t match the tour operator’s name.
Match the Charge to a Booking
Every booking generates a confirmation email with a voucher and a unique booking ID. Open that email and compare the total to the amount on your statement. If they match, the charge is legitimate and belongs to the activity named on the voucher.
The descriptor can appear in different forms depending on how your card issuer formats international transactions. “GYG” and plain “GetYourGuide” also turn up. GetYourGuide is headquartered in Berlin, so your bank may flag the payment as an international purchase even when the tour itself was in your home country.
If you can’t find a confirmation email and don’t remember booking anything, treat the charge as potentially unauthorized and move on to the dispute steps below.
What’s Inside the Price
GetYourGuide operates as a booking platform between you and local tour operators. The price you see at checkout already includes GetYourGuide’s commission, which the supplier pays for facilitation, customer support, and other brokering services.1GetYourGuide. General Terms and Conditions Nothing is added after you confirm.
The platform’s supplier terms also authorize a separate service fee charged to customers on top of the retail price.2GetYourGuide. Supplier Terms and Conditions Whether it shows as a visible line item or gets folded into the total depends on the booking. Either way, the number you confirmed is the number that hits your statement.
If the activity is priced in a different currency than yours, GetYourGuide may convert it at the exchange rate in effect when you booked, and for “highly volatile currencies” the platform may add a reasonable exchange fee on top of the conversion.1GetYourGuide. General Terms and Conditions Your card issuer may add its own foreign transaction fee, typically 1% to 3%, because payment runs through GetYourGuide’s European entity. That fee comes from your bank and won’t appear in the booking confirmation.
Cancellation and Refund Rules
The default policy: cancel more than 24 hours before the activity starts and you get a full refund. Cancel within 24 hours or don’t show up, and you get nothing back.1GetYourGuide. General Terms and Conditions Individual activities can set stricter terms. Some high-demand experiences require 48 or 72 hours’ notice, and some are completely nonrefundable. Check the cancellation section on the activity page before you commit.
Refunds go back to your original payment method and typically arrive within 3 to 5 business days. GetYourGuide may offer a refund gift card instead, but those are non-transferable, can’t be cashed out, expire on a date shown in your account, and disappear if you delete your account.1GetYourGuide. General Terms and Conditions
When the tour operator cancels on their end, you should receive a full refund of everything you paid. All cancellations and changes must go through GetYourGuide, not the operator directly. A cancellation is considered timely based on when GetYourGuide receives it, not when you hit send, so don’t cut it close.
Disputing a Charge You Don’t Recognize
Start with GetYourGuide support. You can reach the team through the contact form at getyourguide.com/contact or by phone or chat using the details at the bottom of that page. When you ask for a refund, explain the problem clearly and attach supporting documents like screenshots, call logs, or receipts.3GetYourGuide. Contact Us
If the experience didn’t match what was advertised, GetYourGuide reviews refund requests individually. The platform keeps your email anonymous when it contacts the activity provider on your behalf.
For charges you believe are fraudulent, contact your bank or card issuer to open a chargeback. Before you do, check whether a family member or anyone with access to your card might have booked something. Shared-card bookings are the most common explanation for a GetYourGuide charge no one remembers.
Fee Transparency Protections
The FTC’s Rule on Unfair or Deceptive Fees, effective since May 2025, requires businesses selling live-event tickets and short-term lodging to include all mandatory costs in their advertised prices and to display the total price prominently through checkout.4Federal Trade Commission. The Rule on Unfair or Deceptive Fees Frequently Asked Questions It also bars vague labels like “convenience fees” and requires honest descriptions of what each charge covers.
Tours and activities don’t sit squarely inside the lodging or live-event categories the federal rule targets. Several states, including California, Colorado, and Minnesota, have passed broader price-transparency laws requiring all-in pricing across most consumer transactions.5Troutman Pepper. State Attorneys General and Continued Enforcement Against Junk Fees If you believe a charge was hidden or misrepresented, filing a complaint with the FTC or your state attorney general is a step beyond a bank dispute.