Airbnb Lost & Found That Delights: Intake, Storage, and Return SOP

Why a Lost & Found SOP Matters for Airbnb Hosts

A disciplined, guest-friendly lost & found system protects your reputation, reduces friction, and can turn a forgetful guest into a loyal promoter. Airbnb’s guidance encourages “reasonable efforts” to help guests recover items, but leaves the how up to you, making a clear SOP essential for consistency and legal safety. You can see this reflected in Airbnb’s own Help Center guidance on forgotten items (Airbnb Help Center – Forgotten items).

This SOP is designed for professional short‑term rental operators using tools like Turno (cleaning + tasks) and Guesty (PMS, messaging, templates), but it applies to any serious Airbnb business.

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Core Principles of a Delightful Lost & Found Process

1. Speed: Identify, document, and contact guests within 24 hours of item discovery.
2. Clarity: Standardize intake, tagging, storage, and communication.
3. Fairness: Reasonable effort to return; clear limits on storage and liability.
4. Safety: Strict rules for perishable, hazardous, or illegal items.
5. Professionalism: Everything is documented in your PMS and via Airbnb messages.

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Step 1: Intake & Photos

When to Perform Lost & Found Intake

Integrate lost & found checks into your post‑checkout cleaning workflow:

• After every checkout, the cleaner:
• Performs a room‑by‑room sweep (including drawers, closets, under beds, sofa cushions).
• Checks common “hot spots”: nightstands, bathrooms, kitchen counters, laundry area, outdoor areas.
• Any non‑inventory item that clearly doesn’t belong to the property is treated as a potential guest item.

Configure this as a mandatory checklist item in Turno.

Using Turno for Lost-Item Intake Tasks

Set up a dedicated “Lost Item Found” task in Turno:

• Trigger: Cleaner marks “Yes” on “Any guest items found?” in the post‑cleaning checklist.
• Task requirements:
• Minimum of 2–3 photos.
• Short description (type, brand, color, distinguishing marks).
• Approximate location where it was found.
• Date and time of discovery.

Turno’s photo and notes capabilities allow you to store this evidence with each turnover job (Turno Help Center).

Intake Photos: What to Capture and Why

Intake photos are your first line of protection against disputes (e.g., “That’s not my item” or “It’s damaged now”). For each item:

1. Context photo

• Item where it was found (e.g., phone on nightstand).
• Demonstrates that it was in your listing and where.

2. Detail photo

• Clear shot of item alone.
• Capture brand, color, distinguishing features.

3. Condition photo

• Close‑up of any visible damage, dirt, or wear.

4. Label/ID photo (if present)

• Luggage tags, engraved names, monograms, or serial numbers.

Best practices:

• Use consistent backgrounds for detail photos (e.g., white counter or table in your storage room).
• Ensure good lighting; encourage cleaners to use flash indoors.
• Upload all images into Turno and your PMS (Guesty) under the reservation or unit.

Intake Form: Standard Fields

Create a standard intake form (digital or within Guesty custom fields) containing:

• Property name/unit
• Date found
• Found by (staff/cleaner)
• Item category (electronics, clothing, toiletries, documents, valuables, kids’ items, etc.)
• Brand/model
• Color and distinguishing features
• Condition (new, good, worn, damaged)
• Suspected guest/reservation (if more than one candidate stay, list all)
• Photos (file links or uploaded directly)
• Temporary storage location & bin ID
• Action status (unclaimed, claimed, shipped, discarded, donated)

Guesty allows adding internal notes and labels per reservation, which is ideal for this (Guesty Support Center).

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Step 2: Tagging & Storage Systems

Physical Tagging: Unique Item IDs

Every item that enters lost & found should receive a unique ID and a physical tag.

Tag structure (example):

• Format: PROPERTYCODE-YYYYMMDD-ITEM###
• Example: OCEAN202-20251210-003

Tag contents:

• Item ID
• Property name/unit
• Date found
• Category (short code: EL = electronics, CL = clothing, DOC = documents, VAL = valuables)
• Initials of staff who processed it

Use durable tags and a fine-tip permanent marker or a label printer such as a Dymo or Brother labeler for consistency.

Digital Tagging: Guesty & Internal Tracking

In Guesty:

• Add a reservation label: “Lost item – [ITEM ID]”
• Internal note (visible to your team only):
• “Lost item found: [short description, ITEM ID, storage bin, date, status]”
• Optionally track item IDs in:
• A shared Google Sheet or Airtable.
• Or a dedicated internal CRM field.

This ensures that if a guest reaches out weeks later, your team can quickly search by name, dates, or item type.

Storage Layout: Bins, Shelves, and Zones

Implement a simple but robust physical system:

• Shelving by month: Each shelf = month of discovery.
• Bins by category:
• Bin 1: Electronics
• Bin 2: Clothing & accessories
• Bin 3: Toiletries & low-value personal items
• Bin 4: Valuables (documents, jewelry, wallets) – stored in a locked compartment or safe.
• Alternative: One bin per property if you manage a small portfolio.

Each bin or shelf should have clear labels, and you should record bin IDs in the intake form.

Storage Periods and Disposition Rules

Create a written policy that balances guest service and operational burden. A common industry standard:

• Standard items: Store for 30 days from date found.
• High‑value items (ID, passports, jewelry, laptops): Store for 60–90 days.
• Low‑value disposable items (opened toiletries, cheap flip‑flops, umbrellas): store for 7–14 days or discard immediately based on your policy.

After the storage period:

• Unclaimed low- to medium-value items:
• Donate to charity, local shelter, or community organization.
• Unclaimed high-value items:
• Follow local laws; in many jurisdictions you may need to turn valuable items (passports, IDs) over to the relevant authority:
• Passports: local consulate/embassy (US State Department – Lost Passports as a reference).
• National IDs/drivers’ licenses: local police or governmental authority.

Document your standard retention and disposal policy in your house manual and team SOP, similar to how some property management firms recommend a 30-day hold (RedAwning PM guidance).

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Step 3: Guest Verification & Liability Limits

Why Verification Matters

Before shipping anything, especially valuables, you must:

• Confirm that you are sending it to the right person.
• Confirm that the person accepts shipping costs and risk.
• Document that they requested the return and approved the shipping method.

This protects you under Airbnb’s “reasonable effort” expectation (Airbnb – Forgotten Items) and reduces your exposure if items are lost or damaged in transit.

Verification Steps

1. Use Airbnb messaging only
   All initial conversation and confirmations must occur within the Airbnb platform:

• Confirms identity (linked to booking).
• Provides a written record and timestamp.

2. Item description check

• Ask the guest to describe the item:
• Brand, color, approximate location left.
• Any unique marks.
• Cross‑check with your intake photos and notes.

3. Photo confirmation

• Send a photo of the tagged item through Airbnb messages.
• Ask the guest: “Can you confirm this is your item?”

4. Address confirmation

• Request a full mailing address and phone number for the carrier.
• Repeat it back to them in the message to confirm accuracy.

5. Cost & risk acknowledgement

• Clearly state:
• Guest pays shipping + any packaging fees.
• You are not responsible for carrier delays or damage.
• Request explicit written consent, such as “Yes, I agree” in Airbnb messages.

Disclaimers & Boundaries

In your listing and house manual (and in your outbound templates), include clear language:

• You are not responsible for lost or forgotten items.
• You will store items for a defined period and make reasonable efforts to arrange a return at the guest’s expense.
• If the guest does not respond within a set timeframe (e.g., 7 days after your message), the item may be donated or discarded after the retention period.

Align this with your local law and Airbnb terms (Airbnb Help Center) and adjust if regulations change.

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Step 4: Shipping Options & Costs

Who Pays?

Standard best practice: Guest pays for all shipping costs and any additional materials (packaging, padded envelopes, etc.).

• You can:
• Take payment via external invoice (e.g., Stripe, PayPal) if allowed by your business setup.
• Or have the guest provide a prepaid shipping label via email.

Be sure to follow Airbnb’s policy on off‑platform payments and communication (Airbnb – Off-platform policy). Many hosts choose the prepaid label method to avoid handling payment directly.

Shipping Workflow (Step-by-Step)

1. Confirm item and address

• Via Airbnb message with photo and written address confirmation.

2. Estimate shipping cost

• Use major carriers’ online calculators:
• UPS
• FedEx
• USPS (US)
• Local postal service websites in other countries
• Include cost of packaging material (envelope, box, bubble wrap).

3. Send cost and options to guest

• Example:
• Economy (5–7 days): $X
• Express (1–2 days): $Y
• Ask which option they prefer and remind them:
• “You are responsible for shipping costs and carrier risks.”

4. Collect payment or label

• Option A: Guest emails a prepaid shipping label (PDF), which you print.
• Option B: You purchase label, and guest pays you via your chosen method after confirming if it aligns with platform policy and local law.

5. Package the item

• Use sizing and padding appropriate to the item.
• For fragile or valuable items, use tracking and insurance where possible.
• Document packaging with 1–2 photos.

6. Ship and share tracking

• Drop at carrier or schedule a pickup.
• Send the guest:
• Carrier name
• Tracking number
• Any ETA provided

7. Update internal records

• Mark item status as “Shipped – [date] – [tracking number]” in your tracking system and Guesty notes.

Third-Party Lost & Found Services

If you manage multiple units or don’t want to handle logistics, consider specialized lost-item return services such as:

• Deliverback – A service focused on recovering and shipping items left in vacation rentals and hotels.

These platforms typically:

• Provide an online request form for guests.
• Coordinate with you, generate labels, and handle shipping logistics.
• Reduce admin time for your team but will carry a cost that the guest usually pays.

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Step 5: Policies for Perishable, Unsafe, and Prohibited Items

Not everything should be stored, and some items you must not keep.

Perishable Items

Items like:

• Food (fresh or opened)
• Beverages
• Medication that requires refrigeration
• Flowers/plants

Policy recommendation:

• Dispose of immediately after taking a quick note in your records:
• “Opened food items found; disposed due to hygiene policy.”
• Do not contact guests about low-value perishables, except for prescription medications if clearly labeled.

Medications & Prescription Items

Treat with care:

• Store securely for 7–14 days if clearly labeled with a guest’s name.
• Contact the guest quickly to ask if they need it returned.
• Many jurisdictions restrict mailing some medications; check your local postal rules (USPS Shipping Restrictions as a reference).

If in doubt, advise the guest to consult their doctor or pharmacy for a replacement.

Hazardous or Illegal Items

Includes:

• Weapons or ammunition (where restricted)
• Illegal drugs
• Suspicious items or substances
• Items prohibited by local law

Policy:

• Do not store beyond what is necessary for safety.
• Contact local authorities for guidance.
• Document any instructions and your actions.
• Instruct staff never to handle such items beyond basic safety protocols.

Consult local regulations and possibly legal counsel for a formal written policy.

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Step 6: Template Messages & Scripts (Guesty + Airbnb)

Where to Store Templates

Use Guesty’s message templates to standardize and automate communication (Guesty – Message Templates).

Create templates for:

• Proactive “We found something” notifications.
• Response to guest “I left something” messages.
• Shipping option confirmations.
• Unclaimed item final notice.

Always send through Airbnb messaging for reservation-bound guests.

Template 1: Proactive “We Found an Item”

Subject (internal): L&F – Proactive Notification

Body:

Hi [Guest First Name],

During our standard post‑checkout inspection, our team found a personal item that appears to belong to you:

Item: [Short description]
Property: [Listing name]
Date found: [Date]

If you believe this is yours and would like it returned, please reply with:

• A brief description of the item (brand, color, where you think you left it), and
• Your preferred shipping address and phone number.

We can arrange return shipping at your expense and will provide options and pricing before proceeding. If we do not hear back within 7 days, we will store the item for up to [X] days from the date found, after which it may be donated or disposed of according to our policy.

Best regards,
[Your Name / Team Name]

Template 2: Reply to “I Left Something Behind”

Hi [Guest First Name],

Thank you for reaching out. We’re sorry to hear you may have left something behind.

To help us search effectively, please share:

• A description of the item (brand, color, size)
• Where you believe you left it in the property
• The dates of your stay and the name on the reservation (if different from your profile)

We’ll conduct a full check and update you within [24–48] hours. Please note that while we make every reasonable effort to locate and return lost items, we cannot guarantee recovery and are not liable for missing belongings, in line with Airbnb’s guidance.

Best,
[Your Name / Team Name]

Template 3: Shipping Options & Consent

Hi [Guest First Name],

We’ve located your item: [Item description].

We can return it to the following address:
[Guest Address (copy/paste)]

Based on carrier estimates, here are the shipping options from [City/Country]:

• Option 1 – Economy: [Carrier], approx. [X] business days, estimated cost [$$].
• Option 2 – Express: [Carrier], approx. [Y] business days, estimated cost [$$].

You are responsible for all shipping and packaging costs, and we cannot be held liable for delays, loss, or damage once the item is with the carrier.

Please confirm:

1. Which option you prefer,
2. That the address above is correct, and
3. That you agree to cover shipping costs under these terms.

Once confirmed, we will [send you payment instructions / request a prepaid label] and share the tracking number after shipment.

Best regards,
[Your Name / Team Name]

Template 4: Final Notice Before Disposal/Donation

Hi [Guest First Name],

This is a friendly reminder that we are still holding your [Item description], found on [Date] at [Property].

As per our lost & found policy, we store unclaimed items for [X] days from the date found. That period will end on [Date]. After this date, the item may be donated or disposed of and will no longer be available.

If you would like us to arrange return shipping at your expense, please reply by [Deadline Date] with your shipping address and confirmation that you accept shipping costs and carrier risk.

Best,
[Your Name / Team Name]

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Step 7: Implementing the SOP with Turno & Guesty

In Turno: Operationalizing Intake & Tasks

1. Update your standard cleaning template:

• Add explicit steps:
• “Check for left-behind items in all rooms.”
• “Photograph and report any items via the ‘Lost Item Found’ task.”

2. Create a “Lost Item Found” task type:

• Mandatory fields:
• Item description
• Location found
• Photos (min 2)
• Trigger a notification to operations manager.

3. Training cleaners:

• Share a one-page SOP with photo examples.
• Use a brief video or screenshots showing exactly how to submit lost‑item tasks in Turno (Turno – Creating Tasks).

In Guesty: Templates, Labels, and Info Storage

1. Message templates:

• Add the four templates above into Guesty (tag them under “Lost & Found”).

2. Reservation labels:

• Create labels such as:
• “Lost item – pending verification”
• “Lost item – awaiting shipping decision”
• “Lost item – shipped”
• Apply the appropriate label once an item is confirmed.

3. Internal notes:

• For each relevant reservation, note:
• ITEM ID
• Item description
• Storage bin & shelf
• Key dates (found, contacted guest, shipped/disposed)

4. Automation rules:

• Optional: Use Guesty automations to:
• Send the initial “We found an item” message automatically after the cleaning task is completed and flagged.

Refer to Guesty’s automation & workflows documentation for configuration details (Guesty – Automations).

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Advanced Best Practices & Real-World Tips

1. Publish Your Policy Transparently

Include a short version of your lost & found policy:

• In your house manual and digital guide (e.g., Hostfully, TouchStay).
• In your Airbnb listing “Other things to note” section.

Example summary:

We are not responsible for personal items left behind, but we’ll make reasonable efforts to help you recover them. We store most items for 30 days and can ship them at your expense upon request. Unclaimed items may be donated or disposed of after the storage period.

2. Use Check-Out Reminders to Reduce Lost Items

Automate a checkout message via Guesty and Airbnb:

• 24 hours before checkout, remind guests to:
• Check all drawers, closets, and outlets for chargers.
• Look under beds and in the bathroom.

This kind of reminder has been shown in hospitality to significantly reduce forgotten items; some hotels report double-digit reductions when implementing similar reminders (see general hotel best practices in resources like American Hotel & Lodging Association).

3. Separate Staff Training for Valuables

Train cleaners and staff to:

• Immediately report valuables (cash, jewelry, electronics, documents).
• Place them in a locked location before tagging.
• Never use or test personal electronics beyond what is necessary to identify them.

This prevents both real and perceived theft issues and supports your defense if a guest accuses staff.

4. Document Everything

In addition to photos:

• Keep a log of:
• All messages related to lost items.
• Shipping receipts and tracking numbers.
• Donation receipts for high‑value unclaimed items.

If a dispute ever escalates to Airbnb or local authorities, this record shows you acted reasonably and professionally, aligned with Airbnb’s expectations (Airbnb Host Protection & Terms).

5. Decide Your “Goodwill” Threshold

Consider establishing an internal rule for low-cost items:

• Example: For items under $10 shipping cost (e.g., a small stuffed toy for a child, favorite hat), you may choose to pay shipping as a goodwill gesture once per reservation.

Track these instances so they don’t spiral into a major expense, but use them strategically to delight guests.

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Putting It All Together

When fully implemented, your Airbnb lost & found system should operate as follows:

1. Cleaner finds item → logs it in Turno, with photos.
2. Ops team assigns ID → tags and stores item, records in Guesty.
3. Guest notified via template → verification, address, and cost confirmed.
4. Shipping arranged → label generated, item sent, tracking shared.
5. Item status updated → in Guesty and internal log, policy‑based retention and disposal followed.

By standardizing intake, tagging, storage, verification, and communication—supported by Turno and Guesty—you not only reduce risk and workload but also create memorable, trust‑building moments that differentiate your Airbnb brand from the competition.