A guest who writes "did we leave something behind?" is usually a little stressed and a little embarrassed. It is not a booking and it does not earn you anything, so it tends to slide down the inbox. But it is also the last impression of the stay, and a kind, quick and concrete answer is remembered.

What the guest actually wants to know

  1. Have you found it? Yes, no, or "we are still looking".
  2. How do I get it back? Post or collection, and what it costs.
  3. What happens next? What you need from them, and when they will hear from you.

Before you reply, check the room notes, ask housekeeping and look on your lost-property shelf. A reply that says where you looked is far more reassuring than "we haven't seen it".

Template 1: Found, offer post or collection

Template: item found

Dear [Guest name],

Thank you for your message, and good news: we have found your [item]. It is kept safe at reception.

You can get it back in two ways:

• Collect it at reception, any day between [time] and [time]. Just tell us roughly when you are coming.
• We post it to you. Postage and packaging is [amount]. Reply with your full postal address and we will send you a payment link. We post it within [number] working days of payment.

Warm regards,
[Your name]
[Hotel name]

Template 2: Not found yet, still looking

Template: item not found yet

Dear [Guest name],

Thank you for your message. We have checked your room, our housekeeping notes and our lost-property shelf, but we have not found your [item] yet.

Some items turn up a day or two later, so we will keep looking and get back to you by [day]. Could you tell us a little more, for example colour, brand or where in the room you last had it?

Warm regards,
[Your name]
[Hotel name]

Template 3: Not found, thank them and keep the door open

Template: item not found

Dear [Guest name],

Thank you so much for your kind words about your stay, it means a lot to us.

I am sorry to say that we have not found your [item]. We have checked [the room, housekeeping and reception]. If it turns up, we will contact you straight away, and we keep found items for [period].

I hope it turns up somewhere along the way.

Warm regards,
[Your name]
[Hotel name]

Template 4: Valuables and ID documents

Template: valuable item found

Dear [Guest name],

Thank you for getting in touch. We have found a [passport / ID card / bank card / piece of jewellery] that may be yours, and it is locked away safely.

To make sure it goes back to the right person, could you confirm [booking reference / the details on the item]? Once confirmed, you can collect it at reception, or we can discuss a tracked delivery with signature. We will not post it until we have agreed on this together.

Warm regards,
[Your name]
[Hotel name]

Example: how BookingWatch answers

An example of a typical lost-property e-mail and the reply BookingWatch drafts after reception has confirmed that the item is on the shelf, using the hotel's own postage policy:

Real example from our hotel

A real lost-property e-mail from our own small seaside hotel in Sweden, with the reply we actually sent. The name is changed and details about the item are removed.

In our own hotel's inbox (900 guest e-mails, Oct 2024 to Oct 2026), roughly 11 e-mails were about things left behind. That is not many, which makes it easy to never set up a routine for them, and the reply above shows how that can look. A short written policy and a few templates take care of it.

Source: BookingWatch analysis of 900 anonymised guest e-mails to the founders' hotel, October 2024 – October 2026.

Lost-property policy: decide once

Agree on these points with your team (and your AI assistant), and every reply becomes a matter of filling in the blanks:

DecisionExample policy
LoggingEvery found item gets a line in the log: date, room, description, where it is stored
How long we keep itemsA fixed period for everyday items; check local rules for valuables and ID documents
PostageGuest pays a fixed fee per parcel, paid in advance with a payment link
PackagingPadded envelope or box; fragile items wrapped; tracked service for anything of value
Valuables and IDLocked away; identity confirmed against the booking; collection or tracked delivery with signature
CollectionAt reception during staffed hours; guest tells us roughly when
Not foundSay where we looked; promise to get in touch if it turns up

Best practice

  • Search before you reply, but do not wait days to reply. If you need time, say so and give a date.
  • Thank them for the praise. Guests often mention how good the stay was before asking. Answer that part too.
  • Take payment before posting. A payment link is easier for both sides than chasing a small amount afterwards.
  • Get the full address in writing and repeat it in your confirmation, so a typo does not send the parcel to the wrong place.
  • Send the tracking number when the parcel leaves. That one line prevents a "has it been sent?" e-mail.

Common mistakes

  • Replying "not found" without saying where you looked.
  • Closing the case: no promise to contact the guest if the item turns up later.
  • Posting an item before agreeing on the cost, then trying to get paid afterwards.
  • Asking the guest to e-mail their card number to pay the postage. Use a payment link or take it over the phone.
  • Sending ID documents or valuables without confirming who the owner is.
  • No log, so the next shift does not know the item was found.