Lost and Found
Lost and found is the operational process and policy for handling personal items left behind by vacation rental guests after checkout. A clear lost-and-found policy defines how items are identified during turnover inspections, how long they are stored, how guests are notified, and who bears the cost of shipping items back. Common approaches include holding items for 30 days, contacting guests promptly after discovery, and charging a shipping fee for returns. Property managers should train cleaning teams to check common areas where items are frequently forgotten — under beds, in drawers, behind bathroom doors, and in laundry machines. Documenting found items with photos and maintaining a log protects against disputes and demonstrates professional operations.
Frequently Asked Questions
What should a vacation rental lost and found policy include?
A comprehensive lost-and-found policy should define how items are identified during turnover, notification procedures for contacting the guest, storage duration (typically 30 days), shipping terms and who pays for postage, handling of valuable items versus low-value items, and disposal procedures for unclaimed items. Communicate the policy in your house rules and rental agreement.
How do I handle valuable items left behind by vacation rental guests?
Document valuable items immediately with photos and notify the guest within 24 hours through your PMS messaging system or the OTA platform. Store valuables securely in a designated location. For high-value items, use tracked and insured shipping. Keep a log of all found items with dates, descriptions, and resolution outcomes to protect against disputes or claims of missing belongings.
How long should I keep lost items from vacation rental guests?
Industry standard is 30 days, which provides reasonable time for guests to arrange retrieval while not creating indefinite storage burdens. Clearly state the retention period in your policy. After 30 days, unclaimed items can be donated or disposed of. Some managers make exceptions for high-value items, extending storage for up to 90 days before taking final action.
Should I charge guests for shipping lost items back?
Most property managers charge the guest for shipping costs, which is a reasonable and standard practice. Provide a shipping quote before sending so the guest can approve the cost or arrange their own courier. For inexpensive items where shipping exceeds the item's value, offer to donate the item instead. Covering shipping as a courtesy for high-value guests or loyal returners can be a goodwill gesture that strengthens the relationship.
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