Finding reviews
To see your reviews, go to Performance > Reviews in the Supplier Portal.
Here you can see all your reviews. You can click on any of them to expand them and see what your customer has written.
You can filter reviews by product, option, travel date, review date, rate, and traveler type.
These reviews will be shown in your public supplier profile as well.
Customer reviews affect how the algorithm ranks your product in search. You can use reviews to find out what customers like about your product and what you could improve. Potential customers read reviews to help them decide whether or not to book your activity.
How Customers Write Reviews
Customers receive a notification email inviting them to review the activity they purchased. We also send two reminder emails, so you don’t need to contact the customer directly.
Customers can leave a star rating together with a comment, and one or more pictures. Currently, photos are viewable on iOS, with Android support coming soon. Our tech team is actively working on it, and we plan to roll out this feature in the next few months.
Customers can decide to rate the following categories: Service Quality, Organization, Value for money, Safety. These will be displayed under your activity page as per the following example below.
How the review rating is calculated
All reviews are from customers who booked and completed this activity. Recent reviews count more toward the overall rating, providing a fresher view of the experience.
The ratings of the different categories - Service Quality, Organization, Value for money, Safety - are independent of the overall activity rating.
Review Guidelines
All content provided in this review system is the exclusive content of GetYourGuide.
A. Reviews are valid for the following:
-
No Text, Star Rating Only
The review consists only of star ratings and does not provide any text. -
Description of the Customer Experience
Reviews describe the customer’s overall experience, which may include participation in the activity but also covers the entire process - such as booking management, communication, logistics, cancellation, and refund - even if the customer did not ultimately join the tour. Reviews can be positive or negative, and may highlight issues with the organization of the activity or external factors (e.g., weather, traffic, entrance queues).
Reviews reflect the traveller’s genuine experience after purchase, from arrival at the meeting point/pick up through to the end of the activity, including cases where the traveller tried to attend but the experience failed (e.g., unclear meeting point, guide/transport did not show up). -
The review does not fall specifically under one of our review removal reasons found below
Reviews will not be removed as they reflect our mutual customer's experiences and provide future potential customers with a lot of clarity.
B. GetYourGuide reserves the right to remove a review ONLY in these cases:
1. Customer non-participation in the activity, only when all of the following conditions are met:
a) The booking is marked as a no‑show in the Supplier Portal within 24 hours after the end of the activity and
b) There is no indication of a Supplier-side issue that prevented participation (e.g. guide not present, incorrect meeting point, last‑minute Supplier‑initiated change) and
c) There is no indication that the customer experienced the activity or its failure
2. Customer reports inaccurate or misleading information
The review or attached image contains inaccurate information about the tour or the business, such as incorrect tour details, incorrect inclusions, exclusions, itinerary, or inaccurate information about the tour environment, such as incorrect entrance times to a site and accessibility details
3. The content of the review and/or the image attached is inappropriate or offensive
Any review content that is offensive, disrespectful, or harmful (offensive language, profanity, racism, and discrimination of any kind) must be removed
4. Misalignment of review and rating
The text of the review doesn't align with the given star rating. For instance, the text is positive, but the star rating is negative (a 3-star rating is not considered negative)
5. Focus on the GetYourGuide booking process and support
The review primarily discusses the GetYourGuide booking process or customer support services
6. Promotional content or website links
The review contains commercial or promotional content, including website links
7. The review was posted with a conflict of interest or it was manipulated
The review is submitted by the supplier themselves and/or deals with and/or mentions the supplier’s products and services.
8. Potential legal implications
The review refers to a scenario that could result in legal action. Illegal content includes any information, in any form, that goes against the law, whether it is the European Union law or the laws of a Member State that follows the Union law. Reviews that violate privacy by reporting personal or private information without consent, reviews that promote hate speech, discrimination, sexually explicit or harassing language or descriptions of inappropriate behavior, including involvement in illegal activities, like drug use, trespassing, child labor, slavery looting or vandalism, must be removed.
Replying to reviews
You will receive an automatic notification after new review is posted for your product. Engaging with reviews helps build trust and shows your commitment to customer satisfaction.
Learn more about our beta review replies feature in this article.
Frequently Asked Questions
Can I remove a review if a customer did not attend? Yes, if the booking is reported as a no-show and all requirements are met. For more details, see How to report a ‘No-Show’.
What counts as inaccurate or misleading information? Any incorrect details about the tour, inclusions, exclusions, or environment.
Will reviews be removed if there was a supplier-side issue? No. Reviews describing issues such as the guide not being present, unclear meeting point, or last-minute changes will remain published.
Managing your reviews in the Supplier Portal helps you understand customer feedback and improve your offerings. Stay up to date with our latest review policies to ensure fair and transparent experiences for all.