Lost & Found Policy
1. Lost & Found Policy
Purpose
This policy describes the procedures for handling found items left behind by guests or visitors in hotel rooms, public areas, or on the hotel premises.
Inventory and Retention Period
- All found items must be immediately reported to the reception or housekeeping management.
- The items will be registered on the accompanying form (see section 2) with the date found, location found, and a brief description.
- Valuable items (phones, jewellery, passports, etc.) will be stored securely.
- Non-valuable items (clothing, toiletries, books) will be retained for a period of 1 month.
- Valuable items will be retained for a period of 3 months.
- After the retention period expires, unclaimed items will be donated to charity or, if unusable, disposed of.
- Perishable items (food, fresh flowers) and items with a low hygienic value (used underwear, toothbrushes, opened cosmetics, hairbrushes) will be disposed of immediately for reasons of hygiene and safety.
Procedure for Returning Items to the Owner
If a guest contacts the hotel about a left-behind item, the hotel will:
- Ask the guest to provide a detailed description of the item for verification (such as colour,
brand, and specific characteristics). - After successful identification, discuss the options for return with the guest (pick-up or shipping).
Shipping of Found Items (Shipping Costs)
We can ship found items to you under the following conditions:
- Costs: The full cost of packaging and shipping (including track & trace) is the responsibility of
the recipient. - Prepayment: The shipping costs must be paid in advance by the owner. The item will only be
shipped after payment has been received. - Liability: The hotel is not liable for any loss or damage that occurs during transport by the
courier service or postal company. - Handling: The hotel will dispatch the package within 10 working days after receiving payment.
Contact
Guests who have lost an item should contact the hotel reception at 0162 68-4000 or [email protected].