If the Guest and the Provider cannot reach an agreement after a dispute is opened, LuxuStars may step in to review the matter and make a final decision.

Once a dispute is submitted, both parties have up to 5 days to communicate, bargain, exchange messages, and present evidence. This is the opportunity for both sides to try to resolve the issue directly before LuxuStars intervenes.

When LuxuStars steps in

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

At that stage, LuxuStars may review:

• booking details
• messages exchanged through the platform
• submitted photos, videos, screenshots, or documents
• the timeline of the issue
• relevant policy and reservation information connected to the dispute

What happens during LuxuStars review

After the first 5 days, LuxuStars may take up to 7 additional days to review the dispute and issue a final decision.

During that review, LuxuStars may:

• assess the records linked to the booking
• evaluate the evidence submitted by both parties
• consider the communication history available on the platform
• determine the most appropriate outcome based on the available information

Total dispute timeline

A dispute may remain active for up to 12 days in total:

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

Important

If one party stops responding or does not provide enough supporting information, LuxuStars may still issue a final decision based on the records and evidence available.

For this reason, it is important to respond on time and provide clear, relevant, and well-organized information throughout the dispute process.