Below are the basic steps that hotels and guests should when items go missing.
WHEN THE GUEST REALIZES AN ITEM IS LOST
When a guest calls the hotel to report an item missing, the operator typically transfers the call to Lost & Found because this is the location where all items, regardless of where it was found, are stored and logged. When the item is not found at Lost & Found, but the guest insists they left the item at the hotel, it's clear proper protocol was not followed*. When this happens, the guest should focus on doing the following:
1. Retrace their steps as best as possible to identify the last possible time they had the item. This allows them to identify the right department with which to speak with about the item
2. Be as clear as possible about the duration of their stay and the time they lost the item. This is easier said than done but even if the guest can identify when they lost the item based on the beginning or the end of the day, the hotel staff can identify with the right shift that was on duty and narrow down the staff to speak with.
3. Be as detailed as possible about the description of the item. Just saying that it is a "black wallet" or an "iPhone" is really not helpful. Providing clear identifying marks, color or model type is very helpful and will minimize the back and forth or delay in the process when the guest finds out it is not the right item that was retrieved.
*Either that or the guest lost it somewhere else or perhaps, not at all!
WHEN AN ITEM IS FOUND BY THE HOTEL
Step 1: The department in question (housekeeping, front desk, valet) finds the item (scrunchie, charger, shoes etc.)
Step 2: The department in question alerts the office in their own department. For housekeeping, the attendant would typically call down to the supervisor in charge and alert them that they have found an item. If the item were of significant value i.e. phone, wallet, passport etc., the attendant would also call security.
Step 3: The respective department supervisor would then also alert the front desk in order to ascertain the identity of the guest if possible. For housekeeping, they would ask the front desk to identify the last two guests and identify which one has left the item behind. For an item found in a car by the valet, the staff would liaise with the front desk and the valet stand in order to identify to which room the car was registered.
Step 4: If the guest has been identified, the front desk or guest relations would typically try to get in touch with the guest via phone or email (this is also one of the reasons why providing proper address/contact information is so important) and inform them that a item has been found, verify that it is theirs, and agree upon how the item should be returned to them. If the guest has not been identified, the missing item is clearly documented with all the relevant departments and transferred to Lost & Found or Security.
There may not be a happy ending every time an item goes lost in a hotel but most hotels (especially the top-tier ones) do have a system in place to keep track of guest belongings.
Still, if you're constantly leaving things behind on your travels, there are three ways around it. One, try not to bring anything too valuable with you. Two, invest in locating apps like Tile or Find My iPhone for your gadgets or other important items. Three, and this is a Golden Rule of hotel stays, do a thorough sweep of the room before you check-out. Then do it again.
Got any questions about your hotel stay that you want answered? Send it to us and we'll have our Front Desk Guy answer it!