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 — keith@holoholo.ai reaches Keith, the founder. Aim for a one-business-day reply during normal hours.
• 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.

Frequently asked

How does cancellation work?

Each supplier sets their own cancellation policy and we surface it during checkout — we never add restrictions on top. When you 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.

The Holoholo planning deposit is non-refundable once your itinerary is generated — it covers the concierge work that happens before any operator confirms. Supplier-side refunds (the price of the activity itself) are processed through Privacy.com and Stripe; we wait for the supplier to confirm the refund credit before issuing the Stripe refund back to your card, so the chain is always reconciled.

What if my supplier cancels on me?

We have three layers that detect supplier-initiated cancellations: inbound email parsing (most operators send a cancel notice), 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.

Why is the planning deposit non-refundable?

The $15 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 work it out.

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 and update you within one business day. The deposit is held until we’ve booked something for you or refunded.

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