GetYourGuide Charged My Card $45 but Did Not Create My Reservation
On July 18, 2026, at around 5:24 p.m., I logged into the GetYourGuide app because I was planning to visit Marmaris in August and wanted to purchase the “Marmaris Water Fight and Transfer with Buggy Safari” activity. I selected the activity, proceeded to the payment page, entered my card details, and confirmed the payment. Although the app displayed “payment processing,” the transaction never completed, and I only saw a continuously spinning loading icon.
Thinking that the payment had not gone through, I left the page and planned to try again. However, shortly afterward, I noticed that ₺2,145.92 (approximately $45) had been charged from my account. Despite this, no reservation appeared in the reservations section of my GetYourGuide account. I then received an email stating that there was an issue with the connection, that the payment had been canceled, and that the amount would be refunded within five business days.
I am experiencing serious inconvenience because my card was charged but no reservation was created. I now have to wait for my money to be refunded, and even if the refund is completed, I will have to find the same activity again and go through the purchase process once more. There is also no customer representative or email address available where I can contact someone through the app. When I enter the support section, I am asked for a reservation number in order to send a message, but since I do not have a reservation, I cannot access any support.
Due to this issue, I request that the charged amount be refunded to my card as soon as possible. I also request an explanation of the technical problem that caused money to be charged without creating a reservation, that this issue be fixed, and that the problem preventing me from accessing in-app support without a reservation be resolved. I would also like to receive information regarding the steps taken to address this matter.
