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# Understanding Your Guest Services Specialist

Once your trip is activated, you’ll be assigned a dedicated Guest Services Specialist. Depending on your experience, your Guest Services Specialist may be the direct provider of the experience. These individuals are trusted LuxGive partners and are vetted to provide a high standard of service. Here’s what they do and how to work with them:

**What your specialist helps with:**
* Selecting your property.
* Choosing travel dates and checking availability.
* Coordinating booking details with the property or resort.
* Arranging add-on services such as excursions, private chef dinners, or airport transfers.
* Answering questions about your destination, property amenities, and local recommendations.

**How to reach your specialist:**
* You will be assigned a specialist once you have completed your redemption form. They will be in contact via the email you provided.
* You can reply directly to any email from your specialist.
* If you’ve lost their contact details, reach out via [__Website Chat__](https://luxgive.com) and we’ll reconnect you.

**Response times:** Our team is available Monday through Friday, 9:00 AM – 5:00 PM EST. If you’ve reached out and haven’t heard back within a few business days, contact us via [__Website Chat__](https://luxgive.com) and we’ll follow up on your behalf.