“I regret to write a negative review, as my experience was disappointing. I booked a driver and car to take my family from Danang to Bach Ma National Park, and later to our accommodation, which was about 9 kilometers away. I specified the locations very clearly, as requested.
On the evening before departure, I received a WhatsApp message from a Klook operator saying, "we have a problem." The destination specified was further away than the package covered. I referred him to the detailed itinerary I had provided weeks before when I booked the deal. He apologized for overlooking it but insisted that we must pay more. Given that it was just several hours before our departure, I had no choice but to add 1,000,000 VND.
Additionally, the operator informed me that the driver would only take us to the entrance gate of the park, and from there we would have to take a shuttle. Not knowing what this meant, and having no other option, I agreed. When we arrived at Bach Ma National Park, we learned that the shuttle would cost us an additional 900,000 VND. After about 10 minutes of contemplating what to do, the driver offered to continue inside the park for an additional 600,000 VND. Obviously, we were already quite disappointed, but we went ahead with it.
The next day, because it was raining, we asked the driver to take us to Hue instead of the park. The driver called his operator and came back with a demand for an additional 1,000,000 VND, despite Hue province being included in the itinerary. At this point, we were so disappointed that we gave up and requested the driver to take us directly to Hoi An, our final destination. The atmosphere in the car was not very happy, and we could feel the driver's awkwardness. We felt for him. After about 30 minutes, he offered to take us to some tourist attractions on the way to Hoi An, but we were not in the mood for that.
Our overall impression was that we were tricked into paying more and more. The driver and operator were definitely not customer-oriented, and except for saying "sorry," they didn't do anything to alleviate our poor experience. I want to believe that this is not the usual Klook way of doing things, but I will hesitate to recommend their service to others.”
