If you have had a poor experience on Storefront — whether as a renter or a listing owner — we take all complaints seriously and want to resolve the situation as quickly as possible.
How to file a complaint:
Send an email to contactus@thestorefront.com with the following details:
Your booking reference number or the listing URL involved.
A clear description of what happened and when.
Any photos, screenshots, or evidence that supports your complaint.
The outcome you are hoping for (refund, cancellation, account action, etc.).
What happens next:
Our support team will acknowledge your complaint within 1–2 business days.
A team member will review the situation and may reach out to both parties for additional context.
Resolution timelines vary depending on the complexity of the issue, but we aim to close complaints within 5 business days.
For urgent issues related to an active booking, please mark your email subject line as URGENT so our team can prioritise it accordingly.