A clear lost-and-found procedure protects the guest, simplifies reception work and reduces time spent on calls. It does not need to be complicated. What matters is that housekeeping, front office and management use the same steps and leave a record of each action.
1. Record the find immediately
The person who finds the item should note the date, time, location, room number, description and their name. Avoid vague entries such as “black bag”. Add size, material and a distinguishing feature without opening or examining the contents beyond what is necessary for safety.
2. Assign an internal reference
A progressive number links the register, label and storage container. It is more reliable than the guest’s surname alone and limits exposure of personal data. Internal photographs may help, provided they follow the property’s rules and do not reveal sensitive information.
3. Store the item in a controlled area
Separate ordinary belongings from documents, keys, devices, medicines, valuables and potentially dangerous items. Define who can access the storage area and how movements are logged. Each property should apply its own obligations and procedures for special categories.
4. Verify the guest’s request
Before release, ask for information that the owner should know: location, brand, colour, non-sensitive contents or another distinguishing detail. Compare the answer with the record. Do not send full photographs of the object to everyone who contacts reception.
5. Arrange collection or delivery
If the guest returns in person, record the date and identity of the person collecting. If they are already far away, share the Ad Turista process or submit an authorised request directly. The service coordinates collection, packaging and shipping without asking reception to search for a courier.
6. Close the record
Note when and to whom the item was released, the shipment reference and the staff member who completed the process. Retain the documentation in accordance with internal rules and applicable requirements.
Quick staff checklist
- record and code the item;
- label it without exposing personal data;
- store it in the correct area;
- verify the claimant;
- release it only after authorisation;
- record closure of the case.
The hotel service page includes the process to share with guests and the option to request collection directly.
Define retention periods and responsibility
Management should formalise how long each category is kept and what happens afterwards, based on applicable obligations and internal policy. Staff should not improvise decisions about documents or valuables. An internal table listing the responsible person, escalation route and relevant authority contact prevents different interpretations between shifts.
Train staff with realistic cases
A short simulation is more effective than a document nobody uses: an item found in a room, a guest calling, verification, a shipping request and closure. Repeat the exercise before the busy season and after a significant mistake. The aim is not to assign blame, but to identify the missing field or step and improve the procedure.
Discover the service for hotels and accommodation providers →