FAQ

Frequently Asked Questions


Guest

Any Customer will be able to reserve a property for a short period with an Owner. Before any Booking, the Customer is invited to read all of the elements relating to the Property detailed on the Listing.

Once the Customer has validated his Booking and has logged into his Account, an online form will automatically be displayed, summarizing his Reservation. Before confirming, the Customer is invited to check the content of his Booking, and in particular the date of arrival and the date of departure, the address of the property and the price.

The Customer can then proceed to the payment of his Booking by following the instructions on the Platform. At this stage, a summary letter of his Reservation will be sent to the Customer.
We accept various means of payment depending on the country where you want to book your vacation:
  • If you book accommodation in a country where Stripe is available, you can pay directly online by credit card;
  • If you book accommodation in a country where Stripe is not available, you can pay directly on the spot to the owner. You will be able to come to an agreement with him on the chosen means of payment (in cash, by bank card ...) on our messaging system available on the platform.

To see if Stripe is available in the country where you want to make your reservation, you can look at the list on this page:
https://stripe.com/global?locale=eng
You must go to the "My bookings" tab, in which a "Status" column is displayed. If your booking is confirmed, there will then be displayed "Valid" or "Paid" in green in this column.
The deposit of an identity document is mandatory to finalize the opening of an account (host or guest)
Once the booking is confirmed, you will be able to chat through the integrated messaging service.

Go to the "My bookings" tab, choose the line corresponding to the desired booking and click on the small symbol with a bubble "Start a conversation with ..." which is located on the far right, with the name of the property.

You will be able to agree together on all the details (arrival time, key collection, departure time). You can also use the messaging system to exchange your telephone numbers and thus organize yourself more easily in the event of delay, for example.
Once the booking is confirmed, you will be able to chat through the integrated messaging service.

Go to the "My Bookings" tab, choose the line corresponding to the chosen booking and click on the small symbol with a bubble "Start a conversation with ..." which is located on the far right.

The bodies of messages exchanged between hosts and guests can be written in their native language. When viewing exchanged messages, you will have access to translated messages by default. You can also view the messages in the original language of your correspondent. If the language used could not be detected, then the original message will be displayed.
Within 1 day of the Customer's departure, the Customer's will receive an email allowing him to leave an opinion on his experience and in particular on the Accomodation (in the tab "My bookings". The customer review will be visible on the page of the accomodation.

As part of the distribution of online notices carried out on the Platform, Luxtop360 is expressly committed hereby to provide Users with fair, clear and transparent information on how to publish and process notices. online. As such, Luxtop360 undertakes in particular to display the date of the notice and its possible updates. In the event of control over the notices, Luxtop360 undertakes that the processing of personal data carried out under this framework be in accordance with Law 78-17 of 6 January 1978 relating to computer science, files and modified freedoms and the RGPD.

No consideration is provided by Luxtop360 in exchange for the filing of an Customer's notice. The maximum time to issue a notice is 7 days after the Customer's departure. The notices are kept on the platform as long as the Client's account is active. They are automatically deleted when the user decides to delete their account.

Finally, Luxtop360 is putting in place a free feature that allows any user to report a problem on a notice, by sending an email to resolution@luxtop360.com Thus, any Owner wishing to write to Luxtop360 about a particular opinion will be invited to write to him at this address: resolution@luxtop360.com

In hindsight, and in the event of a relevant report, Luxtop360 undertakes to remove a notice to the extent that it:
  • Would not comply with these Terms and Conditions;
  • It would contain offensive, defamatory, racist or illegal content
7 days
Yes. some hosts may require their travelers to sign rental contracts before entering the property.
The refund conditions for your reservation are defined by the owner. It can be one of the following 4 options:
  • Flexible
    • If canceled up to the day before the arrival date, you will be fully refunded;
  • Standard
    • If the reservation is canceled more than 5 days before the arrival date, you will be fully refunded;
    • If the reservation is canceled within 5 days of the arrival date, you will be refunded 50 % of the amount of the reservation;
  • Strict
    • If the reservation is canceled on any date up to the day before the arrival date, you will be reimbursed 50 % of the amount of the reservation;
  • Very strict
    • If the Reservation is canceled more than 7 days before the arrival date, you will be reimbursed 50 % of the amount of the reservation;
    • If the Booking is canceled within 7 days before the arrival date, your customer will not be reimbursed;
In any case, if you cancel your reservation the same day or if you do not show up at the establishment, you will not be reimbursed.

Owner

The registration on LuxTop360 and the publication of your accomodation online are completely free. When your accommodation is booked, we will charge you a LuxTop360 service fee which is generally 13 % to cover the running costs of the business. These 13 % are directly increased on the price you have chosen and you will then receive the total amount you defined per night for your accommodation.
To register your propriery on the platform, you must go to the "Advertise my home " page.
  • If you do not have an account on Luxtop360, you must first complete the form. You will then receive a confirmation email to activate your account.
  • If you already have an account you will only have to identify yourself by clicking on "Connect".
You must then click on "Start your rental account creation". You will be taken to Stripe : our secure payment gateway where you will open an account so that you can receive future payments from your tenants. You must notably choose whether you are an individual / entrepreneur or a rental company. After creating your Stripe account, you will be redirected to our platform to finalize the registration of your property. You will thus create your advertisement, put the photos, your prices, and all the information of your accommodation. You can then manage and modify your ad in the "Proprerty" page to, for example, manually block certain dates, synchronize your calendar (see FAQ: How to synchronize my calendar). Once your ad is finished, a member of our team will validate it within 24 hours and it will be put online. If the location (city or country) of your accommodation is not yet on our platform, we will also create a dedicated page.
Of course, the cities and countries that you find on the platform only represent emplacement where we already have accommodation available. If you wish to list your property in a new emplacement, we will set up a new page with the city and country of your property and put it online within 48 hours after the publication of your property.
The deposit of an identity document is mandatory to finalize the opening of an account (host or guest)
To receive payments from your future guests, you must create a Stripe account when registering on which you must indicate your bank details. You will then receive a transfer with the full amount that you chose per night for your property 7 days after the payment of your guests which is done at the time of the reservation.

To see if Stripe is available in your country, you can look at the list available at this link:
https://stripe.com/global?locale=eng

If Stripe is not available in your country, you will be able to manage payments directly on site when your guests arrive, who can pay you directly in cash or by the means of payment of your choice. You will then receive once a month by email an invoice with our 13 % commission on all reservations made during the month.
If you do not want to have reservations on certain dates, you can block them and therefore make them unavailable for reservation.
To do this, you must go to "Properties" and then click on the "Block" box of the advertisement of your choice. You will then choose the starting date and the ending date of the unavailability. Finally, you must click on "Validate" and these dates will therefore be impossible to book for the guests watching your ad.
You have the possibility of including in yours advertisements the various services which you offer to your future guests. They can therefore pay for the services that they want directly to yo : 

Among the services, you can select the following:
  • Cleaning ;
  • Airport transfer ;
  • Car rental ;
  • Fresh products ;
  • Childcare ;
  • Chef ;
  • Butler ;
  • Driver ;
  • Restaurant concierge ;
  • Spa ;
  • Equipment rental ;
  • Equipment for families.
If you use several rental platforms for your property, you can synchronize the calendars from our platform so that you do not have multiple reservations on the same day.

For that, it's very simple. You must go to the "Property" tab in the menu and select your property. Then you have to click on the "Synchronize" square and choose the platform with which you want to synchronize your calendar. A new page will open. On it you can import or export your calendar. To import your Airbnb or Booking calendar on our platform, you will need to copy the Ical address from your calendar to the platform in question and fill it in the first bar.

You will be able to import the reservation dates from these platforms so that they are also blocked on Luxtop360, and thus ensure that there are no other reservations on these dates.

On the contrary, to export your Luxtop calendar to another platform, the Ical address is entered in the second bar and you will simply have to copy it and enter it on the platform in question. You will export both the unavailability dates that you have chosen to manually block and the dates with reservations on Luxtop so that it is not possible to make reservations on these dates on other platforms.  

You get additional options:
  • import the unavailability from Airbnb / booking: import the dates defined manually as unavailable on these platforms to automatically block them on Luxtop360 ;
  • export the unavailability from Luxtop360: export the dates that you have manually defined as unavailable on Luxtop360 to automatically block them on other platforms ;
  • export only the reservations made on Luxtop360: export only the dates with reservations on Luxtop360 and automatically block them on other platforms, without exporting the dates that you have manually defined as unavailable on Luxtop360.
The information below only relates to invoices issued by Luxtop. The invoices issued by the owners for the hosts are not taken into account by the platform.
  • If owner is outside the EU : invoicing without taxes ;
  • If owner in EU with an intra-community VAT number : invoicing without taxes ;
  • If owner in EU without VAT numberinvoicing with the amount of VAT of the country of the owner (regulation on digital services) ;
  • If owner in France:
In metropolitan France: invoicing including VAT with 20 % VAT
Mayotte or Guyana: invoicing excl. Tax (0 % VAT)
Other overseas departments with VAT number: invoicing including VAT with 8.5 % VAT.
Without VAT number: invoicing with 20 % VAT
The amount of the reservation (minus the Luxtop360 commission of 13 %) is automatically transferred to the owner's account 7 days after the payment of your guest which is done at the time of the reservation.
Only an invoice for the Luxtop commission is available on the site (in the "Bookings" tab. The owner must take care of sending the invoice for his client himself.
Once the booking is confirmed, you will be able to chat through the integrated messaging service.

Go to the "Booking" tab, choose the line corresponding to the chosen booking and click on the small symbol with a bubble "Start a conversation with ..." which is located on the far right., with the name of the guest.

You will be able to agree together on all the details (arrival time, key collection, departure time). You can also use the messaging system to exchange your telephone numbers and organize more easily the event of a delay by the guest, for example.
Once the booking is confirmed, you will be able to chat through the integrated messaging service. Go to the "Booking" tab, choose the line corresponding to the chosen booking and click on the small symbol with a bubble "Start a conversation with ..." which is located on the far right.

The bodies of messages exchanged between hosts and guests can be written in their native language. When viewing exchanged messages, you will have access to translated messages by default. You can also view the messages in the original language of your correspondent. If the language used could not be detected, then the original message will be displayed.
Within 1 day of the Customer's departure, the Owner will receive an email allowing him to leave an opinion on his experience and in particular on the Customer ( in the tab "Property"). The customer review will be visible on the Customer's profile.

As part of the distribution of online notices carried out on the Platform, Luxtop360  is expressly committed hereby to provide Users with fair, clear and transparent information on how to publish and process notices. online. As such, Luxtop360  undertakes in particular to display the date of the notice and its possible updates. In the event of control over the notices, Luxtop360  undertakes that the processing of personal data carried out under this framework be in accordance with Law 78-17 of 6 January 1978 relating to computer science, files and modified freedoms and the RGPD.

No consideration is provided by TIP TOP NETTOYAGE in exchange for the filing of an Owner's notice.

The maximum time to issue a notice is 7 days after the Customer's departure. The notices are kept on the platform as long as the Client's account is active. They are automatically deleted when the user decides to delete their account.

Finally, Luxtop360 is putting in place a free feature that allows any user to report a problem on a notice, by sending an email to resolution@luxtop360.com Thus, any Owner wishing to write to Luxtop360  about a particular opinion will be invited to write to him at this address: resolution@luxtop360.com

In hindsight, and in the event of a relevant report, Luxtop360  undertakes to remove a notice to the extent that it:
  • Would not comply with these Terms and Conditions;
  • It would contain offensive, defamatory, racist or illegal content
7 days
  • Flexible
    • If canceled up to the day before the arrival date, your Client will be fully reimbursed. You will refund the full amount received for the reservation. Luxtop 360 service fees will also be fully reimbursed ;
  • Standard
    • If the reservation is canceled more than 5 days before the arrival date, your Client will be fully reimbursed. You will refund the full amount received for the reservation. Luxtop 360 service fees will also be fully reimbursed ;
    • If the Reservation is canceled within 5 days before the arrival date, your customer will be reimbursed 50 % of the amount of the reservation. You will refund 50 % of the amount received for the reservation. The Luxtop 360 service fees will also be reimbursed by 50 % ;
  • Strict
    • If the reservation is canceled on any date up to the day before the arrival date, your customer will be reimbursed 50 % of the amount of the reservation. You will refund 50 % of the amount received for the reservation. The Luxtop 360 service fees will also be reimbursed by 50 % ;
  • Very stricts
    • If the Reservation is canceled more than 7 days before the arrival date, your customer will be reimbursed 50 % of the amount of the reservation. You will refund 50 % of the amount received for the reservation. The Luxtop 360 service fees will also be reimbursed by 50 % ;
    • If the Booking is canceled within 7 days before the arrival date, your customer will not be reimbursed.
In all cases, if the customer cancels the same day or if he does not show up at your establishment, he will not be reimbursed.