Complain about a hotel, tour operator or other tourism business to TRA
Tourism Regulatory Authority · sources read 3 Oct 2026
Email your complaint to complaints@tra.go.ke, use the Complaints Portal linked on tra.go.ke, or walk into a TRA office. It's free, TRA aims to respond within 1 working day and resolve it within 14 working days.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- Response within 1 working day; resolution within 14 working days
- Where
- By email (complaints@tra.go.ke), on TRA's Complaints Portal, or at any TRA office
Steps
- Write down what happened, the business name, where and when, and email it to complaints@tra.go.ke.
- Or lodge it on the Complaints Portal linked from TRA's licensing page.
- Or complain in person at TRA headquarters (Utalii House, 5th Floor, Nairobi) or a regional office.
Watch out
- Complaining is free. TRA's charter promises a first response within 1 working day.
- TRA officers can inspect a tourism business where they suspect it is breaking the rules.
Who can apply
- Anyone with a complaint, made verbally or in writing
Official sources (3)
- TRA Customer Service Delivery Charter (English, July 2026) tra.go.ke · read 3 Oct 2026
- TRA Licensing tra.go.ke · read 3 Oct 2026
- Contact Us tra.go.ke · read 3 Oct 2026