Forget Klook. There are many OTHER reputable experience apps out there. We had trouble with a $38 experience at Shibuya Sky in Tokyo (it was closed because of rain) and the operator filed our refund claim on our behalf. Klook says we missed our refund request window - not sure how since Shibuya Sky filed the request the very day it was closed to us. Klook didn't care to investigate. They placed the blame squarely on us. Go ahead and us them, but when you have a problem, good luck getting past their 'bot' to discuss what happened.
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