Customer Support Policy
At Soft Touch Rentals, we believe exceptional support is part of an exceptional stay. Whether you're a guest or a host, our team is here to assist you every step of the way.
Support Email
Support Hours
Monday–Friday
9:00 AM – 5:00 PM
Typical Response Time
24–72 hours
Contact Us
For all support inquiries, please reach out to our team via email. Include your account email, booking reference (if applicable), and a clear description of your issue so we can assist you as quickly as possible.
Support Hours
Our support team is available during regular business hours to review and respond to your inquiries.
Monday – Friday: 9:00 AM – 5:00 PM
Messages received outside of these hours will be addressed on the
next business day.
Response Times
We aim to respond to all support requests within 24–72 hours during business days. Complex issues — such as payment disputes or account verification reviews — may require additional time. We will keep you informed of our progress throughout the resolution process.
What We Support
Our team is equipped to help with a wide range of platform-related matters, including:
- Booking issues
- Account verification
- Payment questions
- Refund requests
- Safety concerns
- Technical issues
Emergency Situations
Soft Touch Rentals support is not an emergency response service. If you or someone else is in immediate danger, please contact your local emergency services first.
Emergency situations should be reported to local emergency services first. Once safe, you may contact our support team to report the incident.