On December 24, 2025, I purchased tickets through GetYourGuide for the tour titled “Paris: Louvre Museum Skip-the-Line Entry and Mona Lisa Access – English Guide.” I paid $229 in total for 2 adults and 1 child. The tour start time was listed as 9:00 AM, and the meeting point was specified as 162 Rue de Rivoli, 75001 Paris, France.
My wife, our 5-year-old daughter, and I went to the meeting point and waited for the guide, even though the weather was −1°C (30°F). After waiting about 45 minutes on the street and seeing that no one arrived, we decided to try entering the Louvre Museum on our own because our child was cold and we did not want to keep waiting any longer. However, when we tried to enter, we were told that the ticket purchased through GetYourGuide was invalid, and we were denied entry. As a result, we lost both our time and the money we paid for the tour.
After experiencing this issue, I tried contacting GetYourGuide through the app, but I was unable to reach any representative and received no response. Later that same afternoon, in order to enter the museum, I had to buy new tickets myself, which cost an additional €44.
Since we were unable to use the service we paid for, and because we were left waiting in the cold with a young child, I am requesting a full refund of the $229 I paid for the tour, as well as reimbursement of the €44 I had to pay out of pocket for new tickets. I ask that my complaint be reviewed and that this issue be resolved as soon as possible.
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