Deliver excellence
When a guest leaves stuff behind, getting it back will be the last memory of their stay. Following these guidelines will help ensure their important belongings arrive safely and on time, allowing you to deliver an excellent guest experience right to their door!
1. Choose a box
Package all items, including luggage, in a strong, single-wall corrugated box with a burst strength of 200 lbs per square inch or similar. Do not use an envelope or padded envelope to ship lost-and-found items. Never use USPS packaging with a UPS SurePost label.
2. Protect the stuff
Wrap each item individually with bubble wrap, ensuring plenty of padding. Make sure there is at least two inches of material around each item and keep them at least two inches away from the box walls.
3. Tape securely
Use three layers of strong shipping tape to seal all openings. Do not use string or over-wrap.
4. Check for symbols
If you're using a recycled box, make sure to remove any old labels or bar codes. Avoid using boxes that previously held hazardous items, like cleaning products, or those with hazardous materials or dangerous goods symbols.
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5. Adhere the label
Place the label inside a UPS shipping pouch or securely tape it to the box with clear plastic shipping tape, covering the entire label. Avoid placing the label over seams, box closures, or on top of box-sealing tape. For international shipments, please print and include customs documents in the shipping pouch, placed behind the label. To get free shipping pouches, log in to your account and select 'Order supplies' from the 'Tools' tab.
6. Get a scan
Keep the package safe until UPS picks it up. Make sure the driver scans the label before leaving. Your guest's insurance starts only when the tracking number is scanned into the UPS system.
Prohibited items:
- Liquids and alcohol
- Currency/money orders
- Perishables
- Firearms and ammunition
- Tobacco, marijuana, and vaping products
For a complete list of items that cannot be shipped, please visit our Service Terms and Conditions
Other important stuff
Our hotel partners accept full responsibility for any damage to an item during transit resulting from inadequate packaging. Visit the UPS website for more details about UPS packaging guidelines.
"My bag was safely packed and well-sealed by hotel staff. You transformed a travel experience that could have been a disaster into a memorable trip, despite a mishap. You will see us again soon!”