Fake reviews on GetYourGuide

Over the past months, we’ve been dealing with a pattern on u/GetYourGuide that goes far beyond a single review issue. It raises serious questions about how review integrity is being protected — or whether it’s being protected at all.

It started with two 1‑star reviews from travelers who never attended our tour.
We provided attendance logs, guide reports, and full documentation confirming they were no‑shows.
The response we received:
“This category can no longer be reviewed.”
Yet the reviews remain online, influencing our rating as if these travelers had actually joined the experience.

Then we noticed something even more concerning: two genuine 5‑star reviews disappeared.
One was in Russian.
One was in English.
Both from real guests who attended the tour.
No violation. No inappropriate content. No explanation.
Just gone.

And these two are only the ones we noticed.
We normally rely on email notifications and don’t manually check the platform every day.
Which means it’s very possible that more real reviews have been removed without our knowledge.

At the same time, we reported a competitor openly buying reviews — with screenshots, evidence, and a full report.
That was months ago.
There has been no reply, no follow‑up, and no action.
Those manipulated reviews are still online today.

When we tried to raise these issues again, the responses became even more concerning:

• “We are following our processes and guidelines.”
• “We don’t deal with those questions.”
• “Please use our contact form.”

So we did.
We contacted them through every single channel:

• LinkedIn
• X
• Facebook
• Trustpilot
• Supplier chat
• Supplier contact form

And across all of them, we received no meaningful answer.
Not one.

At this point, the silence itself has become part of the problem.

Because the outcome of these “processes and guidelines” is clear:

• Fake/no‑show 1‑star reviews stay.
• Real 5‑star reviews disappear.
• Purchased reviews remain untouched.
• Supplier reports go unanswered.
• Public posts receive silence.

This is not a support issue.
This is a review integrity issue, a supplier fairness issue, and a platform credibility issue.

Honest operators invest heavily in delivering real quality and earning real reviews.
We simply expect the platforms we partner with to uphold the same standards of transparency and accountability.

Right now, that is not happening.

u/GetYourGuide u/JohannesReck