I lost something at your hostel. What do I do?

Describe the item in as much detail as you can: color, brand, size, any unique marks. Use the chat widget on our site or speak with a staff member. The faster you file a report, the easier it is to track items left behind hostel before they’re moved to long‑term storage.

All reports are logged with conversation‑tags so our team sees exactly what was lost and when. Our AI agent was trained on the exact hostel property policy, so it can tell you right away if an item matching your description has been turned in. It retrieves answers from our internal knowledge‑base — no guessing, no manual folder checks.

Items left behind hostel after checkout are secured for the period listed in our policy. If you’ve already left, you can request mailing. We’ll confirm your item is in our lost and found, then ship it to you at your expense. Payment for postage and packaging must be arranged before dispatch.

• Be specific — “black North Face jacket with a red zipper” works much better than “a black jacket.”
• Check with the AI agent first — it cross‑references your report against our living lost property hostels database, often giving you an answer in seconds.
• Ask for a tag — you can request your case be tagged “urgent” so it gets priority if the item hasn’t been found yet.

How long do you keep lost items?

We hold high‑value items (phones, wallets, passports, electronics) for 30 days. Clothing and toiletries are kept for 14 days. Perishable or unclaimed low‑value items are disposed of after 7 days. These timelines are grounded in our hostel property policy, which the AI agent can recite on request.

Can I mail my lost item to me?

Yes, if the item has been located and verified as yours. You must cover shipping, packaging, and any customs fees. We will provide the exact cost before sending, and payment can be made via the link our AI agent sends you.

What if I left something in my room?

Housekeeping turns over each room quickly. If you notice the loss within an hour of checkout, call immediately — we can still check the room. After that, the item is moved to the central lost and found, and you should file a report through the chat or front desk.

Is there a fee for retrieving lost items?

There is no fee to reclaim your item in person during your stay. For mailed returns, you pay only the actual shipping and packaging costs. No admin or handling fees are added.