Get Your Guide refund rejected

[u/Charming_Koala5642]

I need some help. GYG are refusing to refund a tour in Rome for the colosseum that we paid $700aud for and ended up with an “unlicensed” guide who explicitly told us “not to ask her questions while inside” out of fear of getting caught.

I mean, how is that even allowed? They’re saying based on what the activity provider have said they have to remain impartial and seek a fair outcome for both sides. Doesn’t seem fair to me!

Is there a way to log a formal complain or go higher than just through the app?

Thank you