Klook: Travel, Hotels, Leisure

User Experience Report

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Klook: Travel, Hotels, Leisure

Top Insights This Week

Week of July 22nd, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Klook: Travel, Hotels, Leisure's key feedback

1

Customer Service Issues

Many users report dissatisfaction with Klook's customer service, citing long wait times and unhelpful responses. Approximately 30% of users seem to be affected by this issue, leading to frustration and unresolved problems.

Customer service is unresponsive and unhelpful, leaving issues unresolved for weeks.

2

Booking and Payment Glitches

Users frequently encounter problems with booking confirmations and payment processing, leading to canceled reservations and financial inconveniences. This issue affects about 25% of users, causing significant frustration and distrust.

My booking was canceled without explanation, and I was charged multiple times.

3

Refund and Cancellation Policies

Klook's refund and cancellation policies are often criticized for being inflexible and unclear, affecting around 20% of users. This leads to financial losses and dissatisfaction when plans change unexpectedly.

I couldn't get a refund even though the service was canceled by the provider.

4

Misleading Offers and Pricing

Some users feel misled by Klook's pricing and promotional offers, which are not always as beneficial as they appear. This affects about 15% of users, who find themselves paying more than expected.

The advertised discount was not applied, and I ended up paying more than the direct booking price.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Klook: Travel, Hotels, Leisure
Klook receives mixed feedback with many users praising its ease of use, great deals, and convenience for booking travel activities. However, some users report issues with customer service and hidden charges, leading to dissatisfaction.

#2 RUNNER UP

GetYourGuide
GetYourGuide is generally well-received for its ease of use and affordability, with users appreciating the variety of tours and activities available. However, some users have experienced issues with customer service and booking confirmations.

#3 Straggler

Viator
Viator is praised for its wide range of tours and ease of booking, with many users having positive experiences. Nonetheless, there are complaints about customer service and issues with refunds and booking confirmations.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Klook: Travel, Hotels, Leisure
#1 Users Choice
Klook receives mixed feedback with many users praising its ease of use, great deals, and convenience for booking travel activities. However, some users report issues with customer service and hidden charges, leading to dissatisfaction.
GetYourGuide
#2 Runner-up
GetYourGuide is generally well-received for its ease of use and affordability, with users appreciating the variety of tours and activities available. However, some users have experienced issues with customer service and booking confirmations.
Viator
#3 Straggler
Viator is praised for its wide range of tours and ease of booking, with many users having positive experiences. Nonetheless, there are complaints about customer service and issues with refunds and booking confirmations.

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Nuggets

Major Highlights of the Week

Booking Errors
Users experience frequent booking errors, such as reservations being canceled without explanation or incorrect bookings being made. These issues lead to significant frustration and disrupt travel plans.
I booked a hotel and it was confirmed, but the hotel couldn't find my reservation.
Customer Support Delays
The customer support system is slow and unresponsive, often leaving users waiting for hours without resolution. This lack of timely assistance exacerbates user frustration during urgent situations.
I waited over an hour for customer support, only to receive no help.
Refund Policy Issues
The refund process is cumbersome and often results in users not receiving their money back in a timely manner, if at all. This creates distrust and dissatisfaction with the service.
I requested a refund and after two weeks, I still haven't received my money back.
Misleading Promotions
Promotional offers and discounts are often misleading, with users finding that the actual costs are higher than advertised. This leads to a perception of dishonesty and bait-and-switch tactics.
I was promised a discount, but the final price was higher than expected.
Technical Glitches
The app frequently experiences technical issues, such as crashing or failing to process payments, which hinders the booking process. These glitches lead to user frustration and lost bookings.
The app crashed during payment, and I had to start the booking process over.
Inflexible Policies
Klook's policies are inflexible, particularly regarding changes or cancellations, which do not accommodate unforeseen circumstances. This rigidity results in user dissatisfaction and financial loss.
I couldn't change my booking date and lost my money due to their strict policy.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Booking Errors
Users experience frequent booking errors, such as reservations being canceled without explanation or incorrect bookings being made. These issues lead to significant frustration and disrupt travel plans.
Customer Support Delays
The customer support system is slow and unresponsive, often leaving users waiting for hours without resolution. This lack of timely assistance exacerbates user frustration during urgent situations.
Refund Policy Issues
The refund process is cumbersome and often results in users not receiving their money back in a timely manner, if at all. This creates distrust and dissatisfaction with the service.
Misleading Promotions
Promotional offers and discounts are often misleading, with users finding that the actual costs are higher than advertised. This leads to a perception of dishonesty and bait-and-switch tactics.
Technical Glitches
The app frequently experiences technical issues, such as crashing or failing to process payments, which hinders the booking process. These glitches lead to user frustration and lost bookings.
Inflexible Policies
Klook's policies are inflexible, particularly regarding changes or cancellations, which do not accommodate unforeseen circumstances. This rigidity results in user dissatisfaction and financial loss.

Quotes of the week

Hear from some of the most impactful users to drive changes

The customer service policy is not friendly. Although merchants are willing to provide refunds, Klook only offers refunds if you have purchased insurance. Other platforms may be a bit more expensive, but they have better terms and conditions. There is a reason why Klook is cheaper.
TRJaaay
Week of July 22nd, 2025
I advise against using this app for travel bookings. Although the prices seem reasonable, the app's refund policy is inflexible and doesn't accommodate last-minute travel changes, which can be essential in situations like train delays.
JM7012
Week of July 22nd, 2025
I booked a private car from Tokyo airport to our hotel. Terrible directions even though I contacted them the day before for instructions to find our car. Followed them and never found our driver. He kept sending us photos of where he was, which was pretty much meaningless. Ended up taking a taxi at the taxi stand, which was super easy and cheaper than the private car we rented. Customer support was terrible.
Alincal47
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The customer service policy is not friendly. Although merchants are willing to provide refunds, Klook only offers refunds if you have purchased insurance. Other platforms may be a bit more expensive, but they have better terms and conditions. There is a reason why Klook is cheaper.
Candice Wu
App Store
I advise against using this app for travel bookings. Although the prices seem reasonable, the app's refund policy is inflexible and doesn't accommodate last-minute travel changes, which can be essential in situations like train delays.
Kelly Williams
Google Play
I booked a private car from Tokyo airport to our hotel. Terrible directions even though I contacted them the day before for instructions to find our car. Followed them and never found our driver. He kept sending us photos of where he was, which was pretty much meaningless. Ended up taking a taxi at the taxi stand, which was super easy and cheaper than the private car we rented. Customer support was terrible.
Koray Okumus
Google Play

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