2/5 stars

The boat trip itself was excellent. The crew was friendly and professional, the food was very good, and we had a wonderful day on the water. This review is therefore not about the experience itself, but about how a genuine booking mistake was handled.

While booking through the GetYourGuide app, I briefly changed the number of participants to 16 to check the boat’s maximum capacity. When I returned to complete the booking, the app had unexpectedly retained the number 16, and I unfortunately didn’t notice before completing the payment.

We were only 8 people from the beginning. There were never another 8 guests who cancelled.

As soon as I discovered the mistake—around 12 hours before departure—I contacted customer service. I fully understand that the free cancellation deadline had passed, but this was not a cancellation request. It was a request for understanding and goodwill regarding an obvious booking error.

The local operator clearly adjusted the practical arrangements: only one taxi was sent to collect our group of 8, not 16, demonstrating that they knew only 8 guests were attending. We also observed that additional tickets were sold for the trip, so the boat was not left with eight empty seats reserved exclusively for us.

Despite several polite requests, neither GetYourGuide nor the operator showed any flexibility or willingness to find a reasonable compromise, such as a partial refund or an administrative fee.

It’s unfortunate that such a positive experience on the boat is ultimately overshadowed by a complete lack of customer-oriented service when an honest and obvious mistake occurs.

I hope GetYourGuide will review how genuine booking errors like this are handled in the future. Policies are important, but so is common sense and good customer service.