Oplev Kyoto TeamLab Biovortex Experience

Thank you for taking the time to share your feedback. We’re sorry to hear that parts of the experience felt overwhelming and that one of your group members became unwell. The immersive and high-sensory nature of TeamLab exhibits is designed to be highly engaging, but we understand that it may not be comfortable for everyone, especially in certain rooms or lighting conditions. Your comment about orientation and sensory intensity is very valuable, and we will take it into account as we continue to improve guest guidance and pre-visit information, particularly for visitors who may be more sensitive to such environments. We hope the rest of your time in Kyoto was enjoyable, and we appreciate your visit.

Thank you for sharing your feedback. We are very sorry to hear about your experience in the bubble area and understand how uncomfortable and distressing this situation must have been for you. Guest safety and comfort are extremely important to us. The bubble activity is designed as an interactive experience, but we take comments like yours seriously and will review the setup and supervision procedures with the venue team to help prevent similar situations in the future. We also appreciate you acknowledging that a staff member assisted you and helped you exit the area safely. Your feedback has been shared internally so we can improve the experience for future visitors. Thank you again for bringing this to our attention.

Thank you for your feedback, and we are truly sorry for the inconvenience you experienced. Please note that Viator is an official global booking platform, and your reservation was valid. In this case, the issue happened because the museum required the original ticket file for entry, while the Viator booking voucher itself is not considered the admission ticket. As mentioned in our instructions, the official entry ticket is normally purchased separately before the visit date. If you check your email, you can find your main ticket, which Viator sent you. Probably you did not check it and showed your first voucher. You can see written in your voucher, "This is not your main entry ticket." We understand how frustrating this situation must have been, and we sincerely apologize for the misunderstanding at the entrance. Our team is continuously working to improve the communication process to make sure this does not happen again for future guests. We are glad to hear that you still enjoyed the amazing teamLab experience.

Thank you for your wonderful feedback. We’re delighted to hear that this experience was one of the highlights of your trip to Japan and that you had such a memorable time. Spending several hours there truly reflects how engaging and worthwhile the visit can be. We’re also glad everything went smoothly with the ticket delivery and admission process, and that receiving your tickets in advance via Viator helped make your experience seamless. We sincerely appreciate your recommendation and hope to assist you again on your future travels.

ご連絡ありがとうございます。 この度はご入場いただけなかったとのことで、大変残念に思っておりますし、ご不便・ご不安なお気持ちは十分に理解しております。 一方で、サポートにつきましては、WhatsAppでのカスタマーサポートや、Viatorのメッセージボックスから簡単にご連絡いただくことが可能で、その場合メールを通じて迅速に対応させていただくことができます。 しかしながら、ご来場前にお客様からのご連絡は確認できておらず、そのため事前にサポートさせていただくことができませんでした。通常は、ご予約番号をご共有いただければ、予約内容を確認し、問題があれば速やかに対応することが可能です。 今回このような結果となってしまったことを心よりお詫び申し上げます。もしよろしければ、ご予約情報とともに改めてご連絡いただければ、状況を確認のうえ可能な限りサポートさせていただきます。 何卒よろしくお願い申し上げます。