What does it mean?
This guide explains how to fix a product mapping issue where Klook receives an empty TourCMS unit name or displays the rate name as Label #1. When this happens, Klook may be unable to identify the correct ticket or rate type, so test bookings can fail.
Symptom
When you run a test booking for a mapped product on Klook, the booking fails because the unit name or rate name sent from TourCMS is blank, incomplete, or shown on Klook as Label #1 instead of a clear ticket type such as Adult or Child.
Root cause
This usually happens when rate names or ticket types have not been set up, updated, or saved correctly in TourCMS. As a result, the API cannot send the expected rate description to Klook, and Klook cannot complete the booking validation successfully.
What should I do?
Resolution steps
- Log in to your TourCMS backoffice.
- Open the relevant product and review the Rate Types configuration.
- Check that each unit and rate has a meaningful name. Use clear, standard customer categories such as Adult, Child, Infant, or any other ticket types you sell. Avoid leaving values blank or relying on generic labels such as
Label #1.
- Click Save, even if the details already look correct. This refreshes the configuration and ensures the latest rate names are available to the API.
- Run another test booking using your Klook credentials and the webhook tester tool. Confirm that the start booking and commit booking webhooks return the correct rate descriptions, for example
<rate_description>Adult</rate_description>and<rate_description>Child</rate_description>, and that the booking succeeds.
FAQs
Do I need to change the Klook mapping?
In most cases, no. The issue is usually caused by missing or unsaved rate names in TourCMS. Update and save the rate type configuration first, then re-test the Klook booking flow.