Roomster customer service — professional guide for users

Contents

1 Roomster customer service — professional guide for users

This guide explains how Roomster customer service operates, how to contact support efficiently, what the typical timelines are, and what to do when problems require escalation. It is written from the perspective of a customer-experience professional with experience handling marketplace disputes, billing questions, account recovery, and fraud reports. Wherever possible, the guide references actionable steps, concrete evidence to collect, and where to find official links on Roomster’s site (primary site: https://www.roomster.com).

Read this document as a practical playbook: it assumes you will have screenshots, transaction IDs, dates and times, and the ability to reproduce the problem in the app or on the web. With that information you will reduce resolution time from days to hours in most routine cases.

Scope of Roomster customer service

Roomster support typically covers account access and verification problems, profile and listing issues, booking and messaging errors, complaints about other users, and billing or subscription disputes. The support team does not handle local law enforcement, landlord-tenant legal disputes, or in-person safety incidents directly; those must be escalated to local authorities or resolved between users with documented evidence. For transactional disputes (payments, refunds), Roomster acts as the platform facilitator and will review payment provider records.

Standard support is conducted through in-app messaging and the website help center; a public phone line is not generally advertised. Because Roomster is a global marketplace, expect regional variations in process and resolution time — for example, billing that goes through Apple App Store or Google Play requires you to use those vendor-specific refund processes first. Always check the Help link on https://www.roomster.com for country-specific instructions before escalating.

How to contact Roomster support (channels and first steps)

Primary channels: (1) the Help/Support link inside the Roomster web interface at https://www.roomster.com, (2) the in-app “Contact Support” or “Help” feature on iOS/Android, and (3) automated account emails that include ticket IDs. Start with in-app or web help so your account and recent activity are automatically linked to the ticket; that reduces triage time considerably.

When you open a ticket, include explicit, time-stamped details: date/time (incl. timezone), username(s) involved, listing ID or message thread ID, device/OS and app version, and transaction ID for payments. If you cannot log in, use the “Can’t access my account” pathway and supply the email address on file and the last successful login date. Below is a compact checklist to attach to your first message.

Essential fields to include: (a) email on account, (b) username and listing ID, (c) exact timestamps (YYYY-MM-DD HH:MM TZ), (d) screenshots or short screen recording, (e) transaction ID or payment receipt PDF if billing-related.

Sample subject line: “Payment not received — Transaction ID 123456789 — Listing ID 98765 — 2025-08-12 14:35 UTC.” Short, specific subjects cut triage time.

Response times and service-level expectations

Expect an automated acknowledgement within minutes of creating a ticket. For non-urgent matters (profile edits, general questions) average human response times are usually 24–72 hours; more urgent safety or account-lock issues are often prioritized and may be assigned within 4–12 hours. These are operational benchmarks gathered from marketplace standards and user reports — actual times vary by volume and region.

If you have not received a meaningful reply within 72 hours, reply to your original ticket to reopen the thread and add any further evidence. Avoid opening multiple duplicate tickets for the same issue; that fragments case history and slows resolution. If the problem is time-sensitive (e.g., an impending move or booking within 48 hours), state the deadline clearly in your message and attach corroborating evidence such as chat timestamps or paid receipts.

Billing, subscriptions and refund procedures

Roomster billing can occur through three routes: card/PayPal on the web, Apple App Store (iOS), or Google Play (Android). If you were charged via Apple/Google, you must request a refund through the respective store’s purchase history — Roomster can assist with documentation but cannot directly refund those transactions. For web payments, locate the transaction receipt in your Roomster account (Settings → Billing or Purchases) and include the payment processor transaction ID (e.g., PayPal ID, Stripe charge ID) when contacting support.

Common practical steps: (1) Immediately save the receipt PDF and the four-digit card descriptor and last four digits of card used, (2) attach screenshots of the bank or PayPal transaction showing date and amount, and (3) state the exact refund reason (duplicate charge, unauthorized charge, subscription cancellation not honored). Typical investigation windows for web payments are 5–14 business days depending on provider. Keep copies of all correspondence and ticket IDs for bank disputes or chargebacks.

If you need to cancel a recurring subscription, do that inside Roomster account settings and also verify cancellation in the App Store/Play Store subscription manager if you originally subscribed there. Verify the next billing date and confirm cancellation via the confirmation email; if no confirmation arrives within 24 hours, follow up with a support ticket and reference the cancellation timestamp.

Safety, verification and reporting suspicious activity

Roomster provides profile verification tools and messaging logs; for safety incidents the fastest resolution starts with solid evidence. Collect and submit: full message transcripts, profile URLs, listing IDs, screenshots showing usernames and timestamps, and any off-platform payment details (accounts, transaction IDs, dates). Never send money outside the official payment flow — note that requests for wire transfers or gift cards are red flags and should be reported immediately.

When filing a safety report, describe the chronology in bullet points and include clear requests (account suspension, listing removal, refund). If you believe you are in immediate danger, contact local emergency services first and then provide the police report number to Roomster support; platforms will prioritize cases with official reports. Below are the minimal fields to include in a safety report for the fastest action.

Safety-report essentials: (a) your account email and username, (b) accused user’s username and profile link, (c) exact message excerpts with timestamps, (d) payment method and transaction IDs if funds were exchanged, (e) whether a police report was filed (include report number and jurisdiction).

Escalation path and legal considerations

If initial support responses do not resolve the issue, escalate by replying to the original ticket with the words “Escalate to Supervisor” and provide a concise summary of unresolved outcomes and the remedy you seek (refund amount, account reinstatement, listing removal). Maintain a single ticket thread for clarity. Keep in mind that legal remedies (small claims court, police reports, or attorneys) may be necessary for serious financial losses or harassment; Roomster’s role is limited to evidence preservation and platform actions like bans or refunds where policy permits.

For record-keeping, export all communications as PDFs, keep copies of screenshots, and note ticket IDs and dates. If you initiate a chargeback or legal action, notify Roomster support with the dispute or case number so they can preserve logs and cooperate as appropriate. Always review Roomster’s Terms of Service and Privacy Policy (linked in the site footer) to understand platform obligations and limitations before escalating to formal dispute channels.