After you open a dispute in the Resolution Center, the dispute enters an active resolution stage.

At that point, the other party may be notified and given an opportunity to respond. From the moment the dispute is opened, both parties have up to 5 days to communicate, bargain, exchange messages, and submit relevant evidence in an attempt to resolve the issue directly.

What usually happens next

After a dispute is submitted, the process may include:

• the dispute being recorded in the Resolution Center
• the other party being notified
• both parties being given an opportunity to respond
• messages and evidence being exchanged
• additional information being submitted, if needed
• an opportunity for both sides to try to reach an agreement before LuxuStars steps in

The 5-day resolution period

Once a dispute is open, both parties have up to 5 days to try to resolve the issue directly.

During this time, they may:

• explain their position
• respond to the other party
• submit photos, videos, screenshots, or documents
• clarify what outcome they are requesting
• try to reach a mutual agreement

LuxuStars encourages both parties to communicate clearly, stay respectful, and focus on facts directly related to the booking.

If the dispute is resolved during the first 5 days

If the Guest and the Provider reach an agreement during the initial 5-day period, the dispute may be closed accordingly.

If the dispute is not resolved

If no agreement is reached within the 5-day resolution period, LuxuStars will step in and review the dispute.

LuxuStars will then assess the available records, communication, booking details, and submitted evidence before issuing a final decision.

Important

Once a dispute is opened, it may remain active for up to 12 days in total:

• up to 5 days for the parties to try to resolve it directly
• up to 7 additional days for LuxuStars to review the dispute and issue a final decision