Lost and Found Policy
for Hotels

1. Purpose

This policy establishes procedures for the handling, storage, and return of items left behind by guests at [Hotel Name]. The aim is to ensure consistent, professional handling of lost property while protecting both guests and the hotel.

2. Scope

This policy applies to all staff members who may discover or handle lost property, including housekeeping, front desk, food and beverage, maintenance, and management.

3. Item Discovery

When an item is discovered:

• Log the item immediately using the hotel's lost property system
• Take a clear photograph of the item
• Record the exact location where the item was found
• Provide a detailed description (brand, colour, condition, distinguishing features)
• Note the date, time, and staff member who found the item

4. Storage

All lost property must be stored in the designated secure storage area. High-value items (electronics, jewellery, wallets, passports) must be stored in the safe and logged separately with additional verification.

5. Guest Contact

If the owner can be identified from booking records, the hotel will attempt to contact the guest within 24 hours via email. Guests who contact the hotel about lost items will receive a response within one working day.

6. Item Returns

Items may be returned by:

• Collection in person (identification required)
• Collection by an authorised third party (written authorisation and identification required)
• Postal return via tracked Royal Mail service (shipping costs paid by guest)

7. Retention Period

Items will be retained for 90 days from the date of discovery. A reminder will be sent to guests with contact details 14 days before disposal. After 90 days, unclaimed items will be donated to charity or disposed of appropriately.

8. Liability

[Hotel Name] takes reasonable care of lost property but is not liable for loss, damage, or deterioration of items during storage. Guests are responsible for collecting or arranging return of their items within the retention period.