FAQ

How does kimkim work?

Kimkim works in 3 simple steps:
1. Select your destination and then go through a quick, fun onboarding process to tell us what kind of experience you're looking for
2. We'll connect you with a knowledgeable travel specialist who will put together a tailor-made trip plan based on your preferences
3. Once you're 100% happy with the plan, you can book your trip via our secure payment system

Read more about how kimkim works here: How kimkim Trips Work

How much does it cost to use kimkim?

Kimkim connects you directly to local, knowledgeable travel specialists. We don't charge anything until you decide to book your trip with us. A service fee is added to the total price of the trip. This fee helps to provide a secure payment platform and excellent customer service. A small portion of the fee also goes toward our climate initiative.

What if I find lower prices elsewhere on the web?

Although we will always aim to offer competitive rates, kimkim focuses on creating the highest quality trips with carefully vetted hotels, activities, and transportation. We aim to provide the best possible value, including the service of your local specialist and on-the-ground support while you are traveling to ensure your trip goes smoothly.

How do I know that your advice is unbiased?

We are only successful if our travelers are happy with their experiences. Thus, we're focused on providing the best possible trip plans tailored to each traveler's unique requirements.

Our specialists only work with trusted operators. We don't require specialists to favor specific hotels or suppliers; recommendations are driven by fit, availability, and traveler preferences.

We also value transparency. Our website displays all traveler reviews for our specialists, so you'll have the information you need to make sure kimkim is right for you. You can also find reviews for our services and specialists on Trustpilot, Google, and Yelp. These reviews are based on thousands of trips across several years.

Who are the specialists?

Our specialists have extensive experience in the travel industry, often running their own travel operations, and have all been thoroughly vetted by kimkim prior to joining the platform. Most of our specialists live in the destination where they provide trip planning services, while others are global nomads. You can read more about our specialists here.

How do I know I can trust a specialist on kimkim?

Specialists are central to the kimkim experience. We take great care in making sure we have knowledgeable, experienced, and passionate people on our platform. Our specialists go through a rigorous interview and training process, and most have many years of successful experience planning and booking trips and tours. Additionally, we display ratings and reviews on every specialist's profile.

Who is the team behind kimkim?

Kimkim was founded by a team of experienced travel entrepreneurs, combining a wealth of knowledge from our work at major travel companies like TripAdvisor. We started kimkim because we felt frustrated with the current state of travel planning and booking products and wanted to bring a personal touch back to the process.

The kimkim global headquarters is located in Boulder, Colorado with offices in San Francisco and Amsterdam. Our team members are from all over the world: the Netherlands, France, Canada, Australia, Peru, Spain, Vietnam, and beyond. Learn more about our team here.

Are you like a traditional travel agent?

We love the personal touch that great travel agents bring to the travel planning and booking process, but we are not "just another travel agent." We aim to combine the best of both worlds: the high-touch service and excellent destination knowledge of a traditional travel agent with our state-of-the-art messaging technology and trip planning tools.

Does kimkim help book international flights?

No, we currently focus on the in-destination experience only: hotels, transport, and activities. Travelers are responsible for booking their own international flights. However, our specialists are happy to answer questions you have regarding airports and flight times.

Why was my credit card declined?

If your credit card was declined during payment, it may be due to your bank protecting your account against unusual payments. Please call your bank directly to see if this is the case. If so, you can approve the transaction and resubmit your payment.

If I am unable to travel, can I postpone my trip?

If you're unable to travel, we'll always do our best to postpone your trip. Please note that postponing may involve a rescheduling fee, and may not be possible, especially if your request is close to the departure date.

You don't need to choose new travel dates until you're ready to plan your trip again. Your specialist can explain your options and any potential fees in more detail.

We always recommend purchasing third-party travel insurance to protect your trip. For US travelers, we partner with Faye Travel Insurance, and you can get a customized quote directly from Faye.

What happens if I need to cancel my trip altogether?

If you have to cancel your trip, your specialist will make a reasonable effort to recoup any recoverable costs, but deposits, kimkim service fees, and planning fees are generally non-refundable. The following cancellation charges apply based on the date we receive written notification of your cancellation request:

More than 2 months prior to departure
Loss of deposit, service fee, and any planning fees paid

Less than 2 months prior to departure
No refund will be issued

For most trips, kimkim offers cancellation protection as an optional add-on to your trip purchase. With cancellation protection, in the event that you are unable to travel (and it is at least 48 hours before your trip begins), you can cancel for a partial refund. Please see the cancellation protection terms for more details.

Kimkim cancellation protection is not travel insurance. We always recommend purchasing third-party travel insurance to protect your trip. For US travelers, we partner with Faye Travel Insurance, and you can get a customized quote directly from Faye.

How does payment work? Do I pay for my entire trip at once?

We require a 30% non-refundable deposit for your trip at the time of booking. The remainder of the balance is typically due two months prior to the start of your trip, at which point the trip becomes fully non-refundable. If you prefer a different payment schedule, you can discuss this with your specialist. If your departure date is within two months, we require a non-refundable payment in full at the time of booking to secure all confirmations.

How much time is needed to plan a trip through kimkim?

Though it depends on the destination and time of year, a custom trip generally takes about 3-4 weeks to plan. Your specialist can estimate a timeline based on your trip request.

I've already booked my accommodations. Can I just use kimkim for other portions of my trip?

Kimkim specialists focus on creating complete itineraries, including in-country transportation, accommodations, and activities and tours. They generally cannot support the creation of partial itineraries.

Does kimkim organize day trips?

Unfortunately, kimkim is not able to organize day trips. Our specialists focus on creating itineraries for trips of five days or more. However, occasionally there are exceptions, so don't hesitate to reach out!

Can I see a price breakdown upon booking?

Each trip is sold as a package that includes your activities, transportation, and hotels, as well as the service of your local specialist and on-the-ground support during your travels. Other than our climate initiative and kimkim service fee, which are separate line items, trips are priced as a package. Your specialist will share the details of everything that is included and excluded in the package price.

What currency and payment methods do you accept?

Kimkim organizes trips for travelers to and from various countries worldwide. We are a US-based company, so we require payment in US dollars. We accept all major credit cards, including American Express, Visa, MasterCard, and Discover.

Under no circumstances will kimkim request payment in cryptocurrencies. Read more.