LuxeStay Support
We’re here to help with bookings, payments, your account and more.
For Faster Help
- Include your full name, booking reference, and dates.
- Mention the product: Hotel Flight Private Jet Short‑Let Property Sale Due Diligence.
- Attach screenshots or error messages if available.
Quick Answers (FAQ)
1) Account & App
Reset or change my password
Use Forgot Password on the sign‑in screen. If you don’t receive the email within 10 minutes, check spam then contact support@luxestay.org.
Update profile details
Open Account → Profile in the app. If a field won’t update, send a screenshot to our team.
Delete my data or close my account
Email support@luxestay.org from your registered email with subject “Account Deletion – [Your Name]”.
2) Bookings
Hotels & Short‑Lets: change or cancel
Policies vary by property and rate type. Email your booking reference and requested change; we will confirm any fees before proceeding.
Flights: name change, time/date change, refunds
Airline fare rules apply. Minor name corrections may be possible before ticketing. For changes after ticketing, airlines may charge a fee and fare difference. Email us ASAP with your passport details.
Private Jets
For quotes, include route, dates, passengers and luggage needs. Changes/cancellations follow the operator’s terms.
3) Payments & Refunds
Payment methods and currency
All payments are processed securely through payment gateways on LuxeStay. Final prices may include taxes/fees set by partners (airlines, hotels, operators). A full breakdown appears at checkout.
Refund timelines
Approved refunds are returned to your original method. Gateways typically complete credits within 5–10 business days, but banking times can vary.
Disputes/chargebacks
Please contact us first for a faster resolution. If you’ve opened a bank dispute, share the case number so we can add supporting information.
4) Property Due Diligence
Request due diligence
Email the property link/address and your questions. We’ll confirm scope, fees and timing before we begin.
Liability
LuxeStay accepts liability only for due diligence we conduct and deliver. We do not assume liability for third‑party or self‑conducted checks.
5) Safety, Trust & Accessibility
Security tips
Never share passwords or full card numbers via email. We will never ask for your 2‑factor codes.
Accessibility requests
Email your booking reference plus specific needs (accessible room, mobility assistance, etc.). We’ll coordinate with the provider.
Report a concern
If you encounter misleading listings, unsafe situations, or suspected fraud, email support@luxestay.org with evidence immediately.
6) Documents & Receipts
Invoices/receipts
Email support@luxestay.org with your booking reference and request “Invoice/Receipt”.
Travel documents & visas
Always verify visa, passport, vaccination and transit rules for your route. We can share links to official guidance, but cannot guarantee entry permissions.
Troubleshooting (App)
- Update the app to the latest version from your app store.
- Force close and reopen the app; try both Wi‑Fi and mobile data.
- Sign out and back in; if needed, clear cache.
- Still stuck? Email a short screen recording or screenshots to support@luxestay.org with your device model, OS, and app version.
Complaints & Escalations
If you’re unhappy with an outcome, reply on the same email thread and add Escalation Request in the subject line. A senior specialist will review and respond.
Privacy
We process your data in line with applicable law and our Privacy Policy. For access, rectification, or erasure requests, email support@luxestay.org from your registered email.
Legal
Use of LuxeStay is subject to our Terms of Service and partner (airline/property/operator) policies. Some services are provided by third‑party partners; their rules (e.g., fare & rate conditions) will apply.
Support Request – Suggested Fields
- Full name (as on booking)
- Registered email & phone
- Booking reference (if any)
- Product (Hotel / Flight / Private Jet / Short‑Let / Property Sale / Due Diligence / App)
- Dates & destination
- Description of issue (what happened, when, any error message)
- Attachments (screenshots, receipts, itinerary)