Getting hold of a person at Kabora

Where to write

Help center → Contact support opens a case: a record with a thread, kept with your account. There is no phone number and no live chat.

Opening a case means signing in — a case is a conversation, and a conversation needs somewhere to reply to. If you would rather not sign in, or cannot, write to support@kabora.app instead. That address sits at the bottom of the help center, it is offered to everyone whether signed in or out, and a person answers it.

If your question is about one particular stay, the host is usually faster. A stay booked on Kabora has a message thread with them.

Is Kabora itself working?

kabora.app/status answers that without writing to anyone. It covers four parts — search and booking, payments, the host dashboard, and messages and email — and marks each one Working, Having problems, Not working or Paused. It checks again every minute. If the part you are using says Working and it isn't working for you, that is worth a case.

Money you and your host can't agree on

When your host asks you for money, or you ask them, the request is a card in your conversation. If you can't agree, press Ask Kabora to step in on that card. It opens a case for you about that stay, with the request already written in, and your host is told. Someone from Kabora replies within 24 hours, and the case sits with your others. Either of you can press it, once per request.

The form

• Subject — required; the first 140 characters are kept.
• Topic — a booking or stay, a payment or refund, my account or sign-in, a property listing, feedback about Kabora, my data and privacy, or something else.
• About a stay? — optional, and shown when the form finds stays on your account. It lists up to ten of them by code and dates, latest check-in first, so a stay that has not happened yet sits at the top. A cancelled booking can be in the list too.
• What's going on? — at least ten characters, at most 5,000. Say it the way you would say it to a person; that is who reads it.

Six sends an hour, counted per internet connection rather than per account — so an office or hotel wifi shares one allowance between everybody on it. Those same six are shared with messaging a host from a listing, submitting a review, and buying an extra for a stay, and an attempt that comes back with an error still uses one up. Past six it asks you to give it a moment to reply.

After you send it

Your case is written down before any email goes out, so a mail failure can never lose your message. You get a receipt, and a person replies in the conversation, signed Kabora Support — and the same reply comes to the address on your account by email, so you see it whichever you look at first.

The conversation lives under Messages → Support, in the Kabora app and on the web alike; the help center links to it as Your conversations with Kabora Support. While Kabora is waiting on you, it is drawn bold, like an unread message. Writing back puts the ball back with us.

Closed is not the last word. When the question is answered, Kabora marks the conversation Closed. Write back and it opens again, and a person picks it up. On the web, a closed conversation asks once whether it solved things.

What the help center does on its own

The help center shows travellers a traveller's shelf, so searching it will not hand you a host's manual about calendar sync. The ask-a-question box only appears when Kabora staff have switched it on; it is off by default.