Klook: Travel, Hotels, Leisure

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

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

Customer Service Issues

Many users report dissatisfaction with Klook's customer service, citing long wait times, unhelpful responses, and unresolved issues. Approximately 30% of users seem to be affected by this problem, leading to frustration and a lack of trust in the service.

Customer service was unhelpful and took too long to respond to my issue.

Refund and Cancellation Problems

A significant number of users experience difficulties with Klook's refund and cancellation policies, often finding them inflexible and slow. This issue affects around 25% of users, who feel trapped by the lack of options to amend or cancel bookings.

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

Booking Errors and Misleading Information

Users frequently encounter booking errors and misleading information, such as incorrect availability or pricing discrepancies. This affects about 20% of users, leading to confusion and additional costs.

The app showed available dates, but after booking, I was informed they were sold out.

Technical and App Functionality Issues

Technical issues with the app, such as crashes and payment failures, are common complaints. Approximately 15% of users report these problems, which hinder their ability to use the app effectively.

The app crashed repeatedly, preventing me from completing my booking.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

GetYourGuide

GetYourGuide receives high praise for its user-friendly interface and reliable service, with many users appreciating the wide range of tours and activities available. However, some users have reported issues with customer service and occasional booking errors.

#2 RUNNER UP

Viator

Viator is generally well-regarded for its ease of use and comprehensive tour options, with many users enjoying seamless booking experiences. Nonetheless, there are complaints about customer service and issues with refunds, which have left some users dissatisfied.

#3 Straggler

Klook: Travel, Hotels, Leisure

Klook offers a wide variety of travel activities and is appreciated for its convenience and competitive pricing. However, users have reported significant issues with customer service, booking errors, and difficulties in obtaining refunds, leading to mixed feedback overall.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Fraudulent Listings

Some events listed on Klook are fraudulent, with incorrect contact information and language barriers, leading to a lack of accountability from Klook. This undermines trust in the platform's vetting process.

I booked an event for $100, but it was a scam with no English-speaking guide and wrong contact details.

Price Discrepancies

Users experience unexpected price increases during booking, such as 'Price Based on Two Participants' doubling unexpectedly. This creates confusion and dissatisfaction with the pricing transparency.

The tour price doubled at checkout, which was misleading and frustrating.

Booking Cancellations

Reservations are frequently canceled without explanation, and refunds are delayed, causing financial inconvenience and frustration. This reflects poorly on the reliability of Klook's booking system.

My reservation was canceled without explanation, and I'm still waiting for a refund.

Customer Service Issues

Customer service is often unresponsive or unhelpful, with automated responses failing to address specific issues, leading to prolonged resolution times and user frustration.

Customer service was unhelpful and took too long to respond to my refund request.

Misleading Refund Policies

Klook's refund policies are inflexible, often denying refunds even when cancellations are due to unforeseen circumstances, leading to user dissatisfaction and financial loss.

I couldn't get a refund for a canceled train due to Klook's rigid refund policy.

Technical Glitches

The app frequently experiences technical issues, such as errors during booking and payment processing, which disrupt the user experience and lead to booking failures.

The app kept giving errors during booking, causing delays and frustration.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Fraudulent Listings

Price Discrepancies

Users experience unexpected price increases during booking, such as 'Price Based on Two Participants' doubling unexpectedly. This creates confusion and dissatisfaction with the pricing transparency.

Booking Cancellations

Reservations are frequently canceled without explanation, and refunds are delayed, causing financial inconvenience and frustration. This reflects poorly on the reliability of Klook's booking system.

Customer Service Issues

Customer service is often unresponsive or unhelpful, with automated responses failing to address specific issues, leading to prolonged resolution times and user frustration.

Misleading Refund Policies

Klook's refund policies are inflexible, often denying refunds even when cancellations are due to unforeseen circumstances, leading to user dissatisfaction and financial loss.

Technical Glitches

The app frequently experiences technical issues, such as errors during booking and payment processing, which disrupt the user experience and lead to booking failures.

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked a tour that was advertised to last for 2 hours. After I paid, they told me it was only 30 min. Then 30 min after the pickup time, they told me the tour was cancelled and did not refund my money. Customer service was of zero help.

Professional Button Pusher

Week of May 26th, 2025

I mistakenly purchased a locals-only service and, realizing my error, repurchased the same service at a higher price on Klook just 17 minutes later. Klook's customer service experience was frustrating and time-consuming, with repeated automated responses overlooking specific circumstances.

Disappointed Frustrated Client

Week of May 26th, 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 May 26th, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

Klook: Travel, Hotels, Leisure

Top Insights This Week

Customer Service Issues

Refund and Cancellation Problems

Booking Errors and Misleading Information

Technical and App Functionality Issues

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

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts