Support

How to reach us

• Concierge chat (in your trip portal) — the fastest path. Open your trip at /trip/[yourPublicId] (the link from your deposit email) and use the chat panel. You’ll reach our AI concierge, which can adjust the itinerary, answer questions about your operators, or escalate to Keith directly.
• Email — support@holoholo.ai is the support inbox; messages land in our operator queue and we reply through your trip portal’s concierge chat so everything stays in one thread. The form below feeds the same queue. keith@holoholo.ai still reaches Keith, the founder, directly.
• SMS — if you opted in at trip-request time, replying to any of our SMS alerts reaches the same concierge. Reply STOP at any time to unsubscribe.

How fast we reply

We’re a small team in Honolulu. Response times are honest commitments, not a queue-management script. Classification is by impact, not by channel:

• P0 — money or safety (unauthorized charge, payment dispute, on-trip safety incident, fraud signal): within 1 hour, 24/7 during beta. Keith on-call.
• P1 — in-trip blocker (handoff stuck on trip day, supplier closed when you arrive, day-of no-show, cannot reach supplier and activity is today): within 4 hours. Business hours preferred; after-hours during beta via Keith on-call when the activity is today.
• P2 — pre-trip planning(itinerary changes, supplier swaps, “can we move this to Tuesday?”, refund-status questions): within 24 hours, business hours (HST).
• P3 — inquiry / pre-sale(pre-purchase questions, “how does this work?”, press / partnership intake, general feedback): within 48 hours, business hours (HST).

Business hours are Pacific (HST, UTC-10), 8am–6pm Monday through Friday. Major US holidays (Thanksgiving Day, Christmas Day, New Year’s Day) extend non-P0 tiers by one business day; P0 coverage does not extend. Outside hours, the concierge chat continues to answer routine questions autonomously; anything that needs Keith escalates via SMS so a real human sees it.

Contact form

If you don’t have a trip portal open, send us a note directly. Goes to the same support queue as support@holoholo.ai.

Frequently asked

What is your refund policy?

All bookings made through holoholo are subject to the cancellation policy of the supplier you book with. holoholo does not guarantee any refund of supplier amounts. holoholo service fees are non-refundable. In exceptional cases — supplier shutdown, holoholo system error — case-by-case resolution may be offered at holoholo’s discretion.

Plain English summary of where the money goes, situation by situation:

• You change your mind or cancel day-of — no refund from holoholo. You can pursue the supplier directly under their policy.
• Supplier cancels and returns the money to us — we pass the supplier amount through to your original card. The service fee stays with holoholo.
• Supplier cancels and refuses or fails to return the money — no refund is automatic. We’ll review case-by-case at our discretion.
• Our booking automation failed entirely and no booking was made on your behalf — full refund, including the service fee, on the affected line item. This is the only path where the service fee is voluntarily returned.
• Weather or safety cancellation — defers to the supplier’s policy. We never auto-cancel a confirmed booking on your behalf.
• System error or our fault — case-by-case admin override, may include a credit toward a future trip.

How does cancellation work mechanically?

When you ask us to cancel a booked activity, our concierge dispatches a cancel request to the supplier through whichever channel they support (their portal, email, or phone). You get a confirmation in your trip portal when the cancel lands. If the supplier returns money on the booking, the credit lands on the virtual card we used to pay them, then we issue a Stripe refund back to your original card. We never refund you before the supplier credit lands.

What if my supplier cancels on me?

We detect supplier-initiated cancellations three ways: inbound email parsing, a daily re-walk of each booking’s confirmation page, and our concierge chat’s intent detector. When any layer fires, Keith is paged immediately and you’ll get a message from the concierge with replacement options pulled from same-date availability across our partner network. Whether the supplier returns the money is the supplier’s call under their cancellation policy; if they do, we pass the credit through; if they do not, no refund is automatic and you can ask us to review case-by-case.

Why is the planning deposit non-refundable?

The deposit pays for the concierge work that happens before you commit — the planner generates a personalized itinerary, we verify supplier availability on your specific dates, and we hold the slot while you decide. That work has cost regardless of whether you eventually book, so the deposit is captured at checkout and is not refundable except in unusual circumstances (we got something materially wrong about the dates/availability we promised). If you think you’re in that bucket, reach out — we’ll review.

Is the service fee refundable?

No, the service fee is non-refundable as a rule. The single exception is the “walker failed entirely / no booking ever made” case: if our automation could not place a booking with the supplier AND no booking was made by hand afterward, we refund the service fee on that line item because the fee was not earned. Every other case — including supplier-initiated cancellations — the service fee stays with holoholo.

Will you compensate me if something goes wrong?

There is no automatic compensation for failed bookings. Goodwill credits, apology credits, and similar gestures are offered case-by-case at our discretion and are not a customer entitlement. If something goes wrong on our side, the concierge will acknowledge it and queue your case for review within the SLA window above — please do not expect a fixed payout amount, because none is published.

How does the concierge chat work?

The concierge is an AI assistant (Anthropic Claude) trained on your trip context. It can swap activities, add a day, suggest regenerative experiences on your specific dates, or escalate to Keith if it’s out of its depth. Conversations are two-way across the web portal, email, and SMS — the same chat regardless of channel. Everything is logged in your trip portal so you have a paper trail.

Will the AI book something I didn’t agree to?

No. The concierge can proposechanges to your itinerary, but it cannot make a payment or commit you to a booking without your explicit confirmation. Every booked activity requires you to approve the price and date before our bot dispatches. The AI’s job is to surface options; the bookings are your decision.

What if the bot fails to book?

Operators’ booking portals occasionally change, have outages, or hit captcha walls. When our bot can’t complete a booking automatically, the job flips to REQUIRES_MANUAL and Keith is paged. He’ll finish the booking by hand within one business day. If the booking cannot be completed at all (no slot, supplier non-responsive, etc.) and no booking is ever made on your behalf, the service fee on that line item is refunded along with any captured supplier amount — see the refund policy Q&A above for the full discipline.

Privacy + payment security

Your card details never touch our servers. Stripe holds your payment information directly — we only receive a transaction identifier and a confirmation that the deposit was captured.

For paying suppliers on your behalf, we use Privacy.com virtual cards — single-use card numbers that we mint at booking time and that are capped at the exact supplier price. Your actual card number is never shared with the operator. If a supplier’s system is ever breached, only that single-use virtual card is exposed — not your real card.

Full data-handling details are in our privacy policy.

More reading

• Frequently Asked Questions — twelve canonical Q&A pairs across booking, regenerative tourism, Oʻahu logistics, and cultural protocol.
• About Holoholo — who we are, why we built it, and how the technology fits together.
• Privacy Policy — what data we collect, where it goes, and your rights.
• Terms of Service