Review Time
I booked a 7.5 hour small group tour to Marble Mountains and My Son sanctuary in Vietnam. Without notice or apology the operator decided to combine our tour with another one resulting in an additional 4 hours of driving turning a 2-site visit into an 11.5 hour experience consisting largely of driving in a minibus. The guide was really an escort just telling us where to go and had little to offer, in poor English. Klook customer support don’t really care about the customer’s experience; they side with the operator’s view that the itinerary was delivered and they’ll ’remind their guide’ to do better. Pathetic. I’d suggest you find another platform if you want to get what was advertised and what you pay for.
It's my first time using Klook. Moreover, the edit is confusing as it created another traveler's name; thus I cancelled the first booking. It was successful on my second attempt
Had purchased an Esim data plan for the Philippines and saw the ‘you cannot refund after you activate’, but in a desperate need for it I looked at the reviews and saw it was trustworthy
I activate it and find out it completely didn’t work to the point where I am writing this review after finding a different provider that actually does
and low and behold I cannot refund it what a joke
Dear Klook Customer Support Team,
I am writing regarding my hotel reservation booked through Klook on February 4, 2026.
At the time of booking, I mistakenly selected the incorrect stay dates (February 6–7 instead of February 5–6). I realized the error immediately upon confirmation and contacted Klook within approximately 30 minutes to request assistance.
This was an immediate clerical booking error, not a change of mind, and the stay has not yet occurred. Due to the urgency of the situation and the lack of resolution, I was required to book another room separately for the correct dates.
I also contacted the hotel directly, and they confirmed that they are unable to make any changes or cancellations unless coordinated by Klook. The hotel further advised that they have not received any formal request or communication from Klook regarding my booking, despite being informed that a formal letter had already been sent.
Since reporting the error, I have spent several hours communicating with Klook through chat support and contacting the hotel by phone. Despite my immediate notice and repeated follow-ups, no resolution has been provided. I have only been advised to wait, without any confirmation of action taken.
Given that:
• The booking error was reported within 30 minutes of confirmation
• The service has not been used
• The hotel is willing but unable to act without Klook’s coordination
• I was forced to secure alternative accommodation due to the delay
• No reasonable resolution has been provided despite timely notice
I am respectfully requesting the cancellation of this booking and a full refund, given that this was an immediately reported booking error and the service has not been used.
I hope this matter can be resolved promptly. Otherwise, I will need to escalate this issue further due to the lack of resolution despite immediate reporting.
Thank you for your attention. I look forward to your response.
Sincerely,
Frances Antonio
Do not trust this app unless you want to spend your vacation stressed and throwing money away. I had a nightmare experience with Klook that cost me a significant amount of extra money.
Faulty eSIM & No Refund Scam: I bought an eSIM through Klook, but it completely failed to work upon arrival. Because I was stranded without a connection, I had no choice but to pay for SKT roaming service, which cost me an additional $40. I ended up paying double just to get the basic internet access that Klook failed to provide. To make matters worse, Klook refused to refund me, claiming I had "already used the service," when in reality, the data never even worked. This is a total scam.
Under no circumstances should you use Booking.com or Klook in Japan. They're illegal in Japan. I bought a ticket for Tokyo Disney via Klook on Booking.com, but they mistakenly sent me a junior ticket.
I didn't realize it because you always trust service providers, and when I arrived at Disney, I realized they had sent me the wrong ticket. There are no physical ticket offices in Japan; everything is done online through authorized agents.
I was then directed to an office, where I was told the ticket was invalid because it was for a junior ticket and I was an adult. I asked them to help me change the ticket from junior to adult, offering to pay the difference, and that's where the problems started. Booking.com and Klook are NOT authorized to sell Disney tickets, so Disney can't do anything about it. In other words, Booking.com and Klook are illegal companies in Japan.
That's right. I was told the only way to resolve the situation was through the agency itself, but since Booking.com and Klook don't operate in Japan, there's no phone number. The only way is through their website by sending an email, which took forever to get a response. They said they bought the tickets from an intermediary, and there's nothing they can do. In other words, Booking.com and Klook are washing their hands of it.
In the end, almost $100 USD was wasted, nobody takes responsibility, nobody helps at all, and customer service is nonexistent.
Disney told me that I've never bought anything through Booking.com or Klook in Japan under any circumstances because they aren't licensed to operate there. They buy services from Japanese agents as intermediaries, so they can't resolve any problems. This applies to hotels, plane tickets, tours, trains, etc.
Don't fall for it. A plane or train ticket is incorrectly issued, and there's no solution. Simply buy a new ticket and then complain to them well in advance, as they never respond.
Fine, unless there’s a problem. All their responses are AI gibberish, where they constantly incorrectly summarize what you have said the problem is.
They then allegedly pass you to a human ‘Experienced Operator’. They will then summarize what you have said incorrectly as well, before giving you just one minute to respond before closing your complaint.
After trying to reopen it, there is a repeat of the above. I had read they are totally useless at dealing with issues and now I’ve experienced it. Sharks!
Will not use them again.
The booking system is quite unwelcoming when using Cultural Credit along with a payment card. It repeatedly displays the payment card option with a 7% fee and lacks a discount button for utilizing the Cultural $100. I attempted this multiple times before it finally worked.
The app indicated that my booking was “awaiting payment” with a strict deadline, yet it failed to provide any payment link, banking information, or clear guidance on how to finalize the payment.
When the scheduled payment did not go through, the app merely displayed a countdown timer with no options for the user to take action. There was no “pay now” button, no possibility to retry the payment, and no clarification on what “offline payment” entails.
This situation risks cancellations even when users are prepared to pay. A booking platform should never impose a payment requirement without offering a working payment method.
Extremely poor user experience and unacceptable for a travel app managing real money and time-sensitive reservations.
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