If a dispute is opened in the Resolution Center, both parties should respond as soon as possible.

LuxuStars allow a limited 5 days resolution period for the Guest and the Provider to communicate, submit evidence, and try to reach an agreement before the case is escalated for review.

Why timing matters

Responding quickly helps:

• keep the case active
• avoid unnecessary delays
• give LuxuStars a clearer picture of what happened
• improve the chances of resolving the issue before escalation

If you need to submit evidence

Try to upload all relevant evidence as early as possible. Waiting too long may delay the review or limit LuxuStars’ ability to assess the case fairly.

This may include:

• photos
• videos
• screenshots
• documents
• time-sensitive details related to the reservation

If no agreement is reached

If both parties cannot reach an agreement during the initial resolution stage, the case may move to review by LuxuStars.

Once escalated, LuxuStars will review the information available and may request additional details before issuing a final decision.

Important

Ignoring a case does not make it disappear. If one party does not respond, LuxuStars may still review the case and make a decision based on the records, evidence, and information available on the platform.