Check the help center first
Most questions are answered here, and you will get an answer immediately rather than waiting. The busiest topics are cancellations and refunds, payouts and commission, listing setup, and account management.
Who to email
- Guests and bookings: [email protected]
- Hosting: [email protected]
- Koobo Creator Club: [email protected]
We aim to respond to most enquiries within 48 hours.
What to include
For anything booking-related, this is what lets us help on the first reply rather than the third:
- Your booking reference
- The guest name on the booking
- The property, activity or rental name
- A short description of the issue, including dates
- Any evidence: screenshots, photographs with timestamps, the message thread
Without a booking reference we often cannot find the transaction quickly, so include it wherever you can.
Raising a dispute
If you are reporting a dispute rather than asking a question, put Dispute in the subject line. We aim to respond within 5 business days and will work with both sides in good faith.
Before escalating, message the other party through Koobo. Most issues resolve there, and problems raised during a booking are far easier to fix than the same problem raised afterwards.
Something urgent during a booking
If you cannot access your accommodation, a host has not turned up, or an activity has not run, contact us straight away rather than waiting. Document it with timestamped photographs.
Payment problems
For an unrecognised charge, contact your bank first to secure the account, then email us so we can investigate on the platform side. Please come to us before raising a chargeback, which usually makes resolution slower.
Koobo
ExploreSiargao Inc., trading as Koobo. A local booking platform built in the Philippines.