Most disagreements on Koobo are resolved by the two people involved talking to each other. Koobo's role is to help that happen and to step in when it does not.
Start with the other party
If you are a guest with a problem during a stay or activity, tell the host first, through Koobo messages. A host who does not know something is wrong cannot fix it, and many issues are solved within the hour once raised.
Keeping the conversation inside Koobo matters. Messages on the platform form the record we use if the matter escalates.
Bringing in Koobo
If you cannot resolve it directly, contact us:
- Guests: [email protected]
- Hosts: [email protected]
Put Dispute in the subject line and include the booking reference, a short description of what happened, and any evidence. Photographs, timestamps and the message thread are what make a case decidable.
We aim to respond within 5 business days and will work with both sides in good faith. Where useful we may suggest mediation, an informal and confidential process with a neutral third party, which is not binding unless both sides agree to the outcome.
What Koobo can and cannot do
We can facilitate communication, apply our own policies on refunds and payouts, and make a call where the platform's rules clearly cover the situation.
We are not a party to the agreement between guest and host, and we do not guarantee any particular outcome. A dispute about service quality or damage remains primarily between the two of you.
Raise it early
Issues reported during a booking are far easier to resolve than the same issue raised a week after checkout, when the evidence has gone and the payout has already been released. If something is wrong, say so at the time.