If you have a booking-related issue that could not be resolved directly, you can open a case from the reservation linked to the problem.

How to open a dispute

For Guests

To open a case as a Guest:

• sign in to your LuxuStars account
• go to My Bookings
• select the booking related to the issue
• click Open Dispute
• choose the reason for your request
• describe what happened
• upload any supporting evidence, if available
• submit the case

For Providers

To open a case as a Provider:

• sign in to your LuxuStars account
• go to your Dashboard
• Select the Bookings menu
• select the booking related to the issue
• click Open Dispute
• choose the reason for your request
• describe what happened
• upload any supporting evidence, if available
• submit the case

Before submitting your dispute

To help LuxuStars review your request more efficiently, make sure your submission includes:

• a clear explanation of the issue
• relevant dates and times
• photos, videos, or documents, if available
• screenshots of important communication
• the outcome you are requesting

What happens next

After the case is submitted, the other party may be notified and given an opportunity to respond.

Both sides may be asked to provide additional information or evidence. If the issue is not resolved during the initial resolution stage (5 days), LuxuStars may review the case and issue a final decision based on the information available.