If a dispute is not resolved during the initial 5-day resolution period, LuxuStars will step in and review the matter.

At that stage, the dispute moves from direct discussion between the Guest and the Provider to a formal internal review based on the information connected to the booking.

What LuxuStars may review

When reviewing an escalated dispute, LuxuStars may consider:

• the booking details
• the timeline of the reservation
• messages exchanged through the platform
• photos, videos, screenshots, or documents submitted by either party
• any relevant policy connected to the reservation or issue
• other information available in the platform records

How the review works

During the review stage, LuxuStars examines the dispute based on the available records and submitted evidence.

This may include:

• comparing the statements made by both parties
• reviewing the evidence provided
• checking the booking history and timeline
• considering whether the issue relates to the reservation terms or platform policies
• determining which outcome is most appropriate based on the information available

Review timeline

Once the initial 5-day resolution period ends, LuxuStars may take up to 7 additional days to review the dispute and issue a final decision.

This means a dispute may remain active for up to 12 days in total.

Important

LuxuStars reviews escalated disputes based on the information available at the time of review. For that reason, it is important for both parties to submit clear, relevant, and timely information during the dispute process.

If one party does not respond or does not provide enough supporting detail, LuxuStars may still make a final decision based on the records available.