Booked a day trip to Asahiyama Zoo, Biei and Ningle Terrace in Hokkaido in December 2024. We were informed to wait at JR Sapporo Station bus parking area. This place is like a small bus terminal. There was no specific pickup point instructed. When we reached there were many tour groups assemblying everywhere and we were not sure which one was our group. I whatsapp a picture of the exact point where we were to the tour guide. She informed us to wait. The bus came late and we were worried that we'd missed the bus. It was so chaotic and stressful. We were informed to arrived 15 mins early and the bus was about 15 mins late, so we ended up standing 30 mins in the cold. Finally the tour guide called us to walk out to the main road to board the bus. Not sure why the bus didn't drive into the bus park as I could see other tour groups boarding their buses within the bus park. Luckily my phone had a connection, else I would have missed the bus as it was stopped along the main road and did not enter the bus park, contrary to their earlier instruction. It was a small 18 seater bus which had picked up others at an earlier pickup point and was almost full with 3 empty seats left. My family of 4 including a child were split and separately seated on the bus. As for me, I was asked to occupy the front seat beside the driver. I had to climb in and out of that seat throughout the rest of the day as there was no passenger side door for the small shuttle bus. Not even an apology was offered by the guide. What a shame. Gave feedback to Klook and no response from them as expected. Regretted booking this trip!