We want your stay to be as smooth and enjoyable as possible. If something doesn’t go as expected, here’s what to do.
1. Talk to the hotel first
In most cases, the fastest and most effective way to resolve an issue is by speaking with the hotel staff or front desk. They’re on-site and can often fix things right away.
Common issues best handled directly with the property:
- The room isn’t ready or clean
- Something in the room isn’t working
- You have questions about services like breakfast, parking, or Wi-Fi
2. Still stuck? We’ll step in
If you’ve spoken with the hotel and nothing has changed, contact Kiwi.com Hotels support.
Help us help you:
- Tell us exactly what happened and how the hotel responded.
- If you can, upload a photo or short video of the issue–proof speeds everything up.
Note: We don’t run the hotel, but we do push for fair outcomes for our customers. In some cases, a solution depends on their final decision, but we’ll ensure your case is taken seriously and fairly reviewed.
3. Contact Kiwi.com Hotels right away if you encounter any of these:
- The hotel says “We don’t have a record of your reservation.”
- You’re asked to pay again or pay more than shown on your confirmation.
- You’re given a completely different room type from what you booked.
Our Promise to You: No matter what, you’ll be taken care of
Our Customer Support team is available 24/7 and responds to the urgent matters listed above within 10 minutes.
If an issue threatens your stay or costs you extra:
- We work toward a solution for you, no matter the situation.
- We investigate what went wrong.
- We keep you updated at every step.
Use the “Contact us” button on this page or in your confirmation email so we can jump in immediately.
These cases are rare, but when they do happen, we treat them as top priority and liaise directly with the hotel until things are sorted.