Write to us.
One address for credits, failed videos, your data and everything else.
This is the only address we use. Write about credits, a video that failed, your data or anything else.
What to include
Credits or a payment
The email you signed in with and the order reference from your receipt.
A video that failed
The reference shown on the video, which starts with HL.
Your data
Say what you would like removed. You can also use Delete my data in your account menu.
How do I contact you?
You can contact HotelLobby by sending an email to hello@hotellobby.live. When emailing the independent team, state your specific question regarding account access, credit balance, or generation history. Make sure to send your message from or mention the email address associated with your account, whether you registered through Google authentication or an email verification code.
What should I describe about a failed generation?
If a generation fails, the credits used return automatically to your account balance. If you need further assistance from support, email hello@hotellobby.live with your account email and an explanation of what happened during the creation step. You can mention the time the issue occurred and whether it happened during the static preview or after confirming the two photos.
How do I ask about a cash refund?
To ask about a cash refund, email hello@hotellobby.live using your account email address. Payments are processed by Anyway, and credit packs include $9.90 for 30 credits, $23 for 80 credits, or $44 for 170 credits. While failed generation credits return automatically, cash refunds are considered case by case by the independent team. In your message, specify your account email and the purchase details you want reviewed.