For hotels, lost property frequently leads to guest inquiries — and even disputes.
A vague instruction, like “call us if you lost something,” may not instill trust, as it suggests there isn’t an established system in place. To preemptively address specific guest concerns, your lost and found policy should be easy to find and include answers to frequently asked questions.
Answering FAQs as clearly as possible improves guest experience and reduces liability by establishing a documented process for how found items are handled.
Here are seven essential questions your hotel's lost and found policy should answer:
1. How can guests report a lost item?
When a guest realizes they've left something behind, their first step is to contact you. Make this process as simple as possible by clearly outlining their options.
Include the following details:
- Contact methods — Provide all available channels, such as an online form on your website, a dedicated phone number, or an email address.
- Operating hours — Be specific about when your team is available. For example, “Our lost and found team is available Monday through Saturday from 10 AM to 8 PM Pacific time.”
- Required Information — Clearly outline what details guests should provide when reporting a lost item, such as a description of the item, the date and location it was lost, and any identifying features.
- Response times — For online forms and emails, set a clear expectation for when guests can expect a reply.
2. What happens when your staff finds an item?
Guests want assurance that their belongings are safe. Your policy should explain how your team handles found items.
Detail your internal process, including:
- Logging — Explain how employees log found items, including the specific details they record in found item descriptions.
- Storage — Mention that items are stored in a secure, monitored location. This simple detail can provide significant peace of mind.
- Documentation — If your team takes photos of items for records, note this. It shows that you treat found items with care and recognize their value.
3. What if an item hasn't been turned in yet?
Sometimes, an item hasn’t yet turned up when a guest reaches out. Your FAQs should outline the next steps to manage guest expectations.
Clarify what happens next:
- When will your team follow up to notify the guest that you are still searching or have found the item?
- Should the guest follow up, and if so, when?
- Do you have specific times when new items are logged, such as at shift changes?
4. How long are found items kept?
Storage space is limited, and you can't hold onto lost property forever, so your policy should state your holding period clearly. In our experience, the best practice for lost and found at hotels is to hold items for 30 to 90 days.
In your FAQs, specify your retention timeline and any exceptions:
- Standard items — Define how long you keep general items before they are donated, recycled, or disposed of.
- Exceptions — Clarify how you handle perishables (like food), hazardous materials, or items of high value. For example, you might keep jewelry or a child’s beloved toy longer than other items.
5. How can guests reclaim their items?
By the time most guests realize they're missing an item, they're no longer at the property. Your policy should address questions about reclaiming lost items, including these common scenarios:
- In-person pickup — Can guests retrieve their items in person? If so, specify the designated pick-up location and operating hours for collection.
- Shipping — Do you offer shipping options? If so, who covers the cost, and which shipping methods do you use?
- Third-party collection — Can a friend or family member pick up an item on the guest's behalf? If so, clarify how guests can authorize a third party for pickup, including any required documentation.
6. What proof of ownership is required?
To prevent fraudulent claims, you need to always verify ownership before returning an item. Be clear about what guests need to provide, especially if it varies depending on item type.
List acceptable forms of proof, such as:
- A detailed description of the item
- Receipts or serial numbers
- Photos of the item
- A valid ID for the person retrieving it
Additionally, explain what happens if an item’s ownership can’t be reasonably verified. For example, “The item will remain in storage for 30 days or until sufficient proof is provided. After this period, the unclaimed item may be donated or disposed of in accordance with our policy.”
7. What if a guest provides incomplete details?
A guest might remember their lost jacket but not where they left it, or they might remember losing a pair of floral-patterned sunglasses by the pool without recalling their specific brand. Your lost and found policy should be up-front, empathetic, and set reasonable boundaries.
Provide guidance for your team and the guest:
- Explain that guests can still submit a report, even with incomplete details.
- Clarify that your staff will use their discretion to determine if a found item matches an incomplete report. For example, “When details are insufficient, it is up to our staff’s discretion to determine if an item found matches an incomplete report.”
Modernize your hotel’s lost and found operations
A solid FAQ page is a great start, but modern technology like AI-supported lost and found software can transform the guest experience.
Consider implementing these upgrades to your lost and found process:
- Digitize your tracking with a lost and found software system.
- Provide guests with online status updates for their claims.
- Include your lost and found policy in check-in confirmation emails and room directories.
- Train staff regularly on procedures for logging and communicating about lost items.
Build trust through transparency
A clear, guest-focused lost and found policy turns potential frustration into confidence. By proactively answering common questions, your hotel can reduce liability, reunite owners with their items faster, and improve your guest experience.