Items left behind

[Inna22]

Hello everyone! I’ve had a situation a couple of times when I guess left something behind, I reached out to tell them it was here, and they replied that it was not theirs. Now I am looking like I don’t clean thoroughly between each listing. How would you reply to something like that if at all?

[Mike-And-Jane0]

@Inna22 I wouldn't bother replying but then I wouldn't contact the guest in the first place. When people leave things behind we store them and wait for the guest to contact us. If they do, and if they are pleasant, we usually waive the costs of posting the item back to them.

[Kia272 · Accepted solution]

@Inna22 I actually wouldn't bother replying, but if you feel you have to, a little white lie might be in order:

"So sorry to have bothered you. My cleaning crew picked this up during a cleaning and neglected to tell me, so we lost track of which guests it might have been. Cheers"

[Inna22]

Oh, yes, I love that

[Helen3]

Great solution @Inna22 

[Emilia42]

@Inna22 When I worked at a 4-diamond hotel it was their policy that we could not reach out to guests to alert them of forgotten items. The items were logged into lost and found and remained there until the guest reached out. Many of them didn't. I try to operate the same way.