You should open a case in the Resolution Center when a booking-related problem could not be resolved directly between you and the provider.

In many situations, the first step should be to communicate through LuxuStars chat and try to solve the issue clearly and calmly. If no agreement is reached, or if the issue is serious enough to require formal review, you may open a case.

You may want to open a dispute if:

• there is a disagreement about a refund
• the service provided does not match the booking
• there is damage, missing items, or a rule violation connected to the reservation
• the other party stops responding
• the issue affects the reservation and cannot be resolved directly
• you need LuxuStars to formally review what happened

Before opening a dispute

Before opening a case, it is best to:

• review the booking details carefully
• gather any photos, videos, or documents related to the issue
• keep communication inside the platform whenever possible
• be ready to explain what happened and what solution you are requesting

Important

A case should only be opened for genuine booking-related issues. Submitting clear and accurate information helps LuxuStars review the situation more fairly and efficiently.

If the matter involves an emergency, safety risk, or a situation requiring immediate assistance, contact the appropriate local authorities or emergency services first.