1. How much does it cost to join KOHANO?
We have various types of memberships available at different prices. Information about prices can be found here.

2. What discounts do KOHANO members receive?
The discount that KOHANO members receive depends on the type of membership chosen. Information about discounts available for each type of membership can be found here.

3. How do I become a member of KOHANO?
To become a member of KOHANO please click here. Select the type of membership and click “Join”. Enter your details and Promo Code (if applicable) and click on “Register & Pay”, then make payment using your credit / debit card. Your membership will be confirmed and a confirmation email will be sent to you. You can now enjoy the generous discounts that KOHANO offers.

4. How do you offer prices that are lower than other travel websites?
We have partnered with some of the best suppliers in the travel industry. When you make a search, our website checks many different suppliers to find the lowest available prices. These prices are then shown to you in just a matter of seconds enabling you to make bookings quickly and easily at the lowest prices possible. Our team are continually searching for new deals and regularly undertake price comparisons to make sure the prices we offer are amongst the lowest available online. We cannot guarantee that we are the cheapest for every single product, however on average our members receive substantial savings compared to other booking websites.

5. Can I check the prices you offer without becoming a member?
Yes, you can search for travel products and services without becoming a member, the prices that you will see are for a Premier member. Please note that only members are able to make bookings.

6. I have forgotten my password, what can I do?
Please click on “Login” at the top right of the homepage, click on “Forgot your password”, enter your email address or username then click “Continue”. An email will be sent to you with instructions for resetting your password.

7. I have forgotten my username, what can I do?
Please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com. They will send you an email containing your username. You will also need to reset your password, please click on “Click here to reset your password” to do this.

8. I made a booking but have not received my confirmation email, what can I do?
You should receive a confirmation email instantly. If you have not received a confirmation email within 30 minutes of making the booking, please check your spam / junk folder. If it is not there, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

9. I cannot find a particular hotel that I want to book, are you able to help?
We have a huge inventory of hotels worldwide. You can find most hotels by typing the hotel name into ‘where are you going’ search box on the homepage, as you type hotels will automatically be displayed under the search box. If the hotel is not displayed, enter the the destination into the ‘where are you going’ search box, select the destination, enter the check in and check out dates, number of rooms and people, then click search. You will then be taken to a page with all available hotels matching your criteria. On the left-hand, type the name of the hotel into the ‘property name’ search box and the hotel should appear. If you are still unable to find the hotel, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

10. I want to book a particular activity / attraction, how can I do this without searching through pages of activities that do not interest me?
On the homepage, select ‘things to do’, then select the destination, start and end dates and number of people, then click ‘search’. All available activities for the destination will be displayed. On the left-hand side there is a ‘name’ search box, add the name of the activity / attraction you want to search for (for example ‘Eiffel Tower’ or ‘Cooking Class’) and all relevant activities / attractions will be displayed. You can also use the filters on the left-hand side to choose the type of activity by clicking on the appropriate box. If you are still unable to find the activity, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

11. I am unable to make a booking online, what can I do?
If you are unable to make a booking, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

12. The details on my booking are wrong, what can I do?
If the details on your booking are incorrect, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

13. I have an issue with a booking whilst on my trip, what can I do?
If you have a problem with a booking whilst on your trip, firstly please speak to the service provider (eg. hotel reception, airport check-in desk, activity provider). If they are unable to solve the issue, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

14. Do you have a mobile app?
Yes, you can download the KOHANO app from the Apple App Store or Google Play Store.

15. Am I able to book for someone else?
Classic Plus and Elite Plus members can make bookings for their friends and family. Other members can only make bookings for themselves.

16. I want to change a booking, for example the dates of the booking, how do I do this?
Firstly, check that your booking allows changes or cancellations. If it does, please do the following:
Flights: please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com
Accommodation and Things to do: You must cancel your booking and make a new reservation for the new dates. To cancel your booking please follow the steps in question 17 below. If you are having problems cancelling a booking, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com
Please note that some changes / cancellations may incur a change or administration fee.

17. I need to cancel a booking, how do I do this?
Firstly, check that your booking allows changes or cancellations. If it does, please do the following:
Click on your name at the top right of the home page, then click on ‘bookings’. Find the booking that you need to cancel and click on ‘modify’. Select ‘booking cancellation’ for the request type, add any comments regarding your request, then click ‘send request’. You will receive a confirmation email once your cancellation has been processed. Alternatively, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com. Please note that some changes and cancellations may incur a cancellation or administration fee.

18. I have cancelled a booking, when will I receive my refund?
If your booking is refundable, you should receive the refund within 10 working days except for flights which may take up to 6 months. The refund will be made to the same card that was used to make the original payment and any cancellation or administration fees will be deducted from the amount refunded. If you have not received your refund after the timescale given above please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

19. Can I make a group booking?
You are limited to 4 rooms when booking accommodation and 9 passengers when booking flights. Should you wish to book more than this number of rooms or passengers we are happy to help, please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

20. Can I upgrade to receive more benefits and discounts?
Of course, for details of how to upgrade please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com

21. I have changed my mind and want to cancel my membership, can I get a refund?
You are able to cancel your membership and receive a full refund provided that you inform us of this within 14 days of joining. This is provided that:
1. Bookings have not been made.
2. Introductory offers and welcome gifts have not been used.
3. Promotional offers have not been used.
To cancel your membership the request needs to be in writing. Please email customerservice@kohano.com and include your membership details.

22. If I don’t use my membership can I get a refund?
After 14 days of joining we are unable to offer a refund for unused membership.

23. Why does your website sometimes take a few seconds longer to search compared to other websites?
Our website searches a large number of travel providers and suppliers to ensure you get the best price available. Please be patient as waiting a few more seconds could save you a lot of money.

24. What if I have further questions?
Please contact our customer service team on +44 (0) 207 846 0889 or customerservice@kohano.com