NEW! Is Klook Legit? Honest Review & Tips for ​Japan Travellers

Are you wondering, "Is Klook legit?" Don't feel bad - you're not the first person to ask. 

That's why I created this guide.

Travellers are increasingly cautious about online booking platforms.

It seems as soon as you've found one you like the look of, you read a bunch of negative reviews, and you feel like you're back to square one with your search for that elusive Japan activities and tours booking platform.

Here's my honest review of Klook where I uncover the truth behind this popular travel booking platform. From user reviews (good and bad) to travel sector awards, we'll leave no stone unturned in our quest to determine if Klook.com is the real deal or one to avoid.

Is Klook Legit? Honest Review & Tips For Japan Travellers
by Rob Dyer

What is Klook and how does it work?

Although Klook offers things to do in countries all around the world, in this guide I’ll be focusing on Klook as it applies to using it for booking activities, tours, attractions, tickets and things to do purely in Japan.

Brief history and background of Klook

Klook was founded in 2014 as a travel experience marketplace, initially focusing on destinations in Asia. Over the years, the platform has expanded its global reach and now offers a wide range of travel-related services across continents. Headquartered in Hong Kong, Klook has grown to become one of the leading online platforms for booking activities, tickets, and other travel essentials.

I first met representatives of Klook at a travel industry trade show in London back in 2018. I was aware of the company at that time, but knew little about them. After meeting them I decided to work with them by joining their affiliate program.

Overview of services offered (tours, tickets, SIM cards, etc.)

Through Klook, you can access a diverse selection of global experiences and services. This includes booking tickets for popular attractions, reserving tour experiences led by local experts, arranging airport transfers, renting portable WiFi, and purchasing SIM cards to stay connected.

The platform's inventory covers a vast array of travel-related services and products, catering to the varied needs and preferences of its global user base. More recently, the platform has extended its scope to include hotel and car rental booking.

How to use Klook for travel bookings

Using Klook for travel bookings is a straightforward process. Access to the platform is either through its user-friendly website or mobile app, both of which are available in multiple languages. After creating an account, you simply search for your desired destination, browse the available activities and services, read reviews, and complete the booking process securely.

Klook's intuitive interface and instant confirmation features definitely make it a convenient choice for planning and managing various aspects of a trip. The site also has a blog with some well-researched and written posts that are also worth a read if you want some ideas and inspiration.

Klook as a marketplace connecting you with local operators

At its core, Klook functions as a marketplace, connecting global travellers with a huge network of local experience providers and service operators. This model allows Klook to curate a diverse range of offerings, from culturally immersive tours to unique local experiences. By partnering with local operators, Klook aims to minimise the friction of booking experiences online, facilitate seamless travel experiences for its users, while also supporting small businesses and community-based tourism initiatives.

Reasons why you can trust Klook

Secure payment systems

Being an online-only operation, Klook prioritises the security of its users' financial information and transactions. The platform utilises advanced encryption and works with trusted payment gateways to safeguard against fraud and unauthorised access. This focus on payment security is an important factor in Klook's legitimacy and trustworthiness.

Customer support availability

Klook maintains a responsive and accessible customer support system to assist users throughout their booking process and travel experiences. Users can reach out to the Klook team through various channels, including email, in-app chat, and dedicated local hotlines, ensuring that any inquiries or concerns are addressed in a timely and professional manner. 

If you don’t already use it, you might want to download WhatsApp, as it’s popular in Asia for communication, and some tour operators will want to get in touch via it. Look for the requirement to use it in the tour details when booking your tour,  and link your WhatsApp to the phone number you’ve provided when booking.

Awards and recognition in the travel industry

Klook's focus on innovation and user satisfaction has been recognised through multiple awards and accolades from respected industry organisations. In the public arena, it has been named a "Traveler's Choice" on TripAdvisor, and its app has won the Best of Year award in consecutive years both by Google Play and Apple App Store.

These achievements along with receiving top honours at travel and technology conferences, definitely help validate Klook's position as a trusted and reputable player when it comes to online travel booking.

Klook's TrustPilot score and user ratings

Klook has earned a strong reputation among its users, as evidenced by its impressive TrustPilot score of 4.4 out of 5 stars, based on tens of thousands of verified reviews. This ‘Excellent’ rating, combined with the overwhelmingly positive user feedback, demonstrates Klook's ability to consistently deliver satisfactory experiences for its customers.

Best price guarantee

Klook stands behind the competitiveness of its pricing by offering a "best price guarantee" to users. This pledge ensures that customers can book their desired travel experiences with confidence, knowing that they are getting the most value for their money compared to alternative booking platforms or direct supplier channels. Although I've never had to use it with either platform, other users sometimes say Viator is better at honouring their best price guarantee than Klook.

Benefits of using Klook for travel bookings

Competitive pricing and deals

Klook is known for offering highly competitive pricing on a wide range of travel experiences and services. Through strategic partnerships and volume-based discounts, the platform is often able to provide users with significant savings compared to booking directly with suppliers or other online travel agencies.

Wide range of activities and destinations

Klook's broad inventory covers an extensive selection of travel experiences and services across a diverse range of destinations. From iconic attractions and cultural tours to off-the-beaten-path adventures, the platform caters to the diverse interests of its global users. When it comes specifically to Japan activities, Klook as one of the most extensive ranges available anywhere.

Klook Rewards program

Klook incentivises repeat business and loyalty through its Klook Rewards program. Users earn points for each booking made on the platform, which can be redeemed towards future travel experiences or used to offset the cost of upcoming trips.

Instant confirmation and mobile tickets

One standout feature is its ability to provide instant confirmation and mobile tickets for many of its bookings. This allows users to bypass queues, access attractions directly, and manage their travel plans seamlessly through the Klook app or website, enhancing the overall convenience of the booking process. Sometimes, Klook even offers ticketing features that the venues themselves do not offer on their own websites. Clients of mine have said that this is a particularly valuable service. 

Multiple currency support

Klook's global reach is demonstrated by its support for a wide range of currencies, enabling users to pay in their local currency, avoiding unfavourable exchange rates or additional foreign transaction fees.

One-stop-shop for various travel experiences

Klook's comprehensive platform allows users to plan (see also details on the Klook blog below) and book a diverse range of travel-related services, from tickets and tours to transportation and accommodation, all in a single, convenient location. This attempt at being a one-stop-shop could streamline your travel planning process and simplify arranging trip activities. 

Feedback I’ve received from my Travel Planning Service clients is that this is seen as one of the key benefits of using a platform that caters for so many needs when travelling in Japan.

NOTE: some of Klook's more recent offerings such as hotels and car rental are not yet as well-established as their core activity and tour experiences. There are other companies and platforms that have a more established track record in those areas that you might prefer using until those aspects of Klook's services mature.

Reward system for booking and leaving reviews

Klook incentivises its users to engage with its platform by offering rewards for booking travel experiences and leaving reviews. This helps to build a vibrant and transparent community, while also encouraging users to share their valuable insights and experiences with fellow travellers.

Incentivised reviews are criticised by some as potentially biassing feedback. But if you take a look at any of the negative feedback on the site, you’ll see for yourself that if someone isn’t happy with the experience they had, they are not shy in saying so - and Klook leaves them up for you to see.  

User experiences: what travellers say about Klook

Analysis of customer reviews and ratings

Klook enjoys overwhelmingly positive reviews from its users, with the platform maintaining an impressive average rating across major review sites. This feedback indicates that the majority of Klook customers are satisfied with the services and experiences they have booked through the platform.

Common praises and complaints

Customers frequently praise Klook for the platform's convenience, competitive pricing, and wide selection of activities and offerings. However, some users have voiced occasional concerns about the quality of certain vendors or the need for improved communication regarding last-minute changes or cancellations. 

Ease of refunds and processing time

Klook's refund process is generally described as straightforward, with users reporting that their requests are handled efficiently and refunds are issued in a timely manner. This responsiveness from the Klook team helps to instil confidence in the platform's commitment to customer satisfaction.

Experiences with last-minute bookings

While Klook's extensive inventory and real-time availability make it a convenient option for booking travel experiences, some users have encountered challenges when attempting to secure last-minute reservations, particularly for popular activities or during peak travel seasons.

Klook vs competitors: how does it compare?

Comparison with other booking platforms (e.g., Viator, GetYourGuide)

While rival platforms like Viator and GetYourGuide also offer extensive catalogues of tours and activities, Klook has carved out a distinct niche for itself, particularly in the Asian travel market. Within its Japan inventory, Klook focuses a lot on well-known and popular activities and attractions and entry ticket sales. While it does offer tours, if they are of interest to you, then I find that Viator has a richer repertoire, covering more off the beaten path locations and less common experiences. 

In Europe, GetYourGuide is better-known than Klook, with the Berlin-based company frequently advertising on TV, on public transport, etc. Historically, its range of experiences in Japan, particularly when compared with other countries it covers, has been limited.

However, more recently that have been very proactive in expanding their coverage in Japan and the volume of options they offer, although far below that of Klook, has increased significantly. And, although there is a certain amount of overlap between the ticketed attractions both Klook and GetYourGuide offer, GetYourGuide does have experiences that do not appear on Klook’s platform.

Unique features and offerings

Klook's innovative offerings, such as its Klook Value Rail Pass* (billed as all the train tickets you need to explore Tokyo, Kyoto and Osaka), demonstrate their commitment to providing travellers with cost-effective alternatives to popular products like the Japan Rail Pass. These unique features highlight Klook's agility in addressing the evolving needs and preferences of its user base. This inventiveness is one area that I think Klook does better than most of its competitors. 

SEE ALSO: Japan Rail Pass: The Ultimate Guide

*NOTE: The Klook Value Rail Pass is currently only available to customers living in Australia, Singapore and the USA.

Pricing and value for money

Klook is widely recognised for its competitive pricing, often undercutting other booking platforms and direct supplier channels. This emphasis on providing keen value for money is, I think, a major factor in Klook's broad appeal, especially for budget-conscious travellers.

Klook's focus on the Asian market and local experiences

While Klook's global reach continues to expand, the platform's origins and core strengths lie in the Asian travel market. Of course, Japan sits perfectly within this focus, and with so many travellers in the Asia region regularly choosing Japan as a holiday destination, it comes as no surprise that Klook offers an extensive choice of Japan activities and attractions to satisfy most needs.

Using Klook's website and mobile app

Navigating the app and website interface

Klook's colourful user-friendly interface, available on both the website and mobile app, makes it pretty easy to navigate the platform intuitively and find the experiences you’re looking for. If you’re happy downloading yet another app, then the Klook one makes using their platform even more seamless, providing a well-designed and integrated user experience. (See also Accessing booking details and vouchers below.)

While the site never shies away from putting promotional offers in front of you, it generally strikes a reasonable balance between allowing you to browse around at your leisure during the research stages of your trip planning, and also making last-minute and impulse bookings fast and relatively easy. 

Don’t overlook their excellent (if hidden) blog

Also, don't overlook their blog as a great source of ideas, alongside practical guides on how to get the most out of popular attractions. It's curious that such a great resource is so underplayed on their website - you'll need to scroll to the very bottom to find an innocuous ‘blog’ link in the website footer. Clearly, they’re keen to drive as much traffic as possible straight to sales, but this excellent resource deserves greater exposure. Definitely worth consulting during your trip planning. 

Accessing booking details and vouchers

Once you’ve made a booking, you can easily access all the necessary details, including confirmation numbers, vouchers, and pickup instructions, directly through the Klook app or website. This means you have all your booking information readily available during your trip, ensuring a smooth experience when redeeming your purchases. Based on the amount of times the ‘smooth experience’ gets mentioned in user reviews, this is clearly very popular with site users.

Viewing activity details, pictures, and videos

Klook provides comprehensive information about each activity and service on its platform, including detailed descriptions, high-quality photos, and in some cases, informative videos. I think this rich media helps you better understand the experiences you’re considering, enabling you to make more informed decisions about your bookings.

Reading and leaving user reviews

Klook's platform encourages users to read through verified reviews from previous customers, offering valuable insights and first-hand accounts of the activities and services offered. Additionally, Klook allows users to leave their own reviews, contributing to a growing pool of feedback that helps new visitors make informed choices.

Tips for getting the most out of Klook successfully

Reading and understanding reviews

Take the time to thoroughly read through user reviews, paying attention to both positive and negative feedback. Look for patterns in the comments and consider how recent the reviews are to get the most accurate picture of the experience you're considering. Also, because Klook is adding new activities all the time, don’t necessarily be put off by a really attractive activity that has no reviews - it may simply be brand new.

Checking cancellation policies

IMPORTANT! Before finalising any booking, carefully review the cancellation policy associated with each activity or service. Policies can vary significantly between different offerings, so understanding your options for refunds or changes is crucial. Negative reviews are sometimes just from people who didn’t read the cancellation policy and then wanted to do something the policy doesn’t allow.

Ensuring booking confirmations

Always double-check that you've received a booking confirmation from Klook after completing a purchase. If you don't receive a confirmation within a reasonable timeframe, contact Klook's customer support to verify your booking status and confirm it is in place.

Communication with providers (e.g., using WhatsApp)

For activities that require direct communication with local service providers (such as tour companies), you might want to consider downloading WhatsApp or other recommended messaging apps (LINE is popular in Japan - it’s what my wife and I use). This can ensure smoother communication, especially for last-minute updates or questions about your booking.

Using the Klook mobile app effectively

Download and familiarise yourself with the Klook mobile app before your trip where possible. The app can be a valuable tool for accessing your bookings, checking itineraries, and even making last-minute reservations while on the go. If you’re already in Japan when you download the app, set aside a little time to get used to it to minimise any frustration with last-minute bookings.

Double-checking pick-up locations with tour providers

For tours or activities with specific pick-up points, always verify the exact location with the tour provider. Also: do not be late! These extra steps can help avoid confusion or delays on the day of your activity, especially in unfamiliar destinations. Again, some negative reviews are from people that didn’t get to the meeting point on time and then were annoyed that they couldn’t get a refund - as they didn’t meet the terms of the booking with the tour provider (i.e. be there on time!). 

Managing email communications from Klook

While Klook's emails can contain important information about your bookings or exclusive deals, they can also be frequent. Set up email filters or adjust your notification preferences in your Klook account to ensure you don't miss crucial updates while avoiding inbox overload.

Popular Klook offerings in Japan

Japan Rail Passes and alternatives

Klook offers the official Japan Rail Pass as well as innovative alternatives like the Klook Value Rail Pass, catering to different travel styles and budgets. These options provide travellers with flexible and cost-effective ways to explore Japan by rail, often at competitive prices compared to other vendors.

Theme park tickets (e.g., Universal Studios Japan, Tokyo Disneyland)

Klook is a popular choice for purchasing tickets to major Japanese theme parks, including Universal Studios Japan and Tokyo Disneyland. The platform frequently offers discounted rates and package deals, sometimes bundling park tickets with other attractions or transportation options for added value.

City attraction passes

Klook provides a variety of city passes for major Japanese destinations, such as The Tokyo Pass or Osaka Amazing Pass. These passes typically include entry to multiple attractions and public transportation, offering convenience and savings for travellers looking to explore a city's highlights. 

SEE ALSO: 5 Great Value Osaka Attraction Passes That Save You Time and Money

Cultural experiences and tours

Klook also offers a number of cultural experiences and tours across Japan, from traditional tea ceremonies and samurai experiences to food tours and cooking classes. These experiences and tours range from popular, low-cost tourist activities to more premium and luxury experiences. Some providing unique local insights and off-the-beaten-path locations that might be difficult to arrange independently.

Potential drawbacks and limitations of Klook

Variations in vendor quality

As a marketplace platform, Klook partners with numerous local operators, which can lead to inconsistencies in service quality across different vendors. While Klook vets its partners, the experience can vary depending on the specific operator, so it's crucial to read reviews and do your research before booking.

Cancellation and refund processes

While Klook generally has a straightforward cancellation policy, the specifics can vary depending on the activity or service booked. Some experiences may have stricter cancellation terms or limited refund options, which can be frustrating for anyone changing their plans.

Challenges with last-minute bookings

While Klook often caters well to spontaneous travellers, securing last-minute bookings for popular activities or during peak seasons can sometimes be challenging. Availability may be limited, and some experiences require advance booking, which can be inconvenient for travellers with flexible itineraries.

Frequent promotional emails (but with option to opt-out)

Klook tends to send regular promotional emails to keep users informed about deals and new offerings. While this can be handy for deal-hunters, some may find the frequency overwhelming. Fortunately, Klook provides an opt-out option for those who prefer fewer promotions hitting their inbox.

How good is Klook's customer service?

Responsiveness and support quality

Klook generally receives positive feedback for its customer support team's responsiveness and helpfulness. Users say support agents are typically quick to respond to inquiries and are knowledgeable about the platform's offerings and policies, and providing assistance in multiple languages. While most issues are resolved quickly, more complex problems may require escalation, which can sometimes lead to longer resolution times.

Refund process and timeframes

The refund process on Klook is usually described by customers as straightforward, with many reporting prompt processing of their refund requests. However, refund timeframes can vary depending on the payment method and the specific circumstances, but Klook typically aims to process refunds within 5-7 business days, though it may take longer for the funds to appear in your account.

Negative reviews, stories and experiences

Like all such platforms, with the volume of sales Klook has, and with other logistical factors coming into play when travelling, you will read negative reviews and hear stories of less than ideal experiences. This is virtually unavoidable at this scale. Bad stuff can always happen - it's just never great when it happens to you. Be guided by what the overwhelming majority of feedback and star ratings say.

Conclusion

So, is Klook.com legit? Yes, Klook is absolutely legitimate, an established travel booking platform with a solid track record. 

While no service is perfect, Klook has demonstrated its commitment to offering a diverse range of activities, tours and services, user security, and a good customer experience. Remember to always do your due diligence before booking, and you'll be well on your way to your next adventure.

Have you used Klook before? Share your experiences in the comments below and help fellow travellers make informed decisions.

Further Reading

38 Japan Travel Sites and Resources Every Traveller Should Know

3 Common Mistakes Planning A Trip To Japan

Cheap Flights To Japan: Top 10 Tips and Flying FAQs

How I Plan Trips To Japan

How To Choose The Best Japan Travel Guidebook

Japan Rail Pass: The Ultimate Guide

Planning A Trip to Japan eBook

More Experience Resources

Experiences Travel Hub

My List of Recommended Resources

Recommended Japan Travel Resources

My Japan Travel Store

The Real Japan Travel Store

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