Tricky situations
Item left behind
As soon as you find the item while cleaning, before the guest notices it's missing.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, while cleaning {property} we found [item] 😊 Is it yours? If you like, we can ship it to you: send us your address and we'll let you know the shipping cost. Otherwise, we'll keep it aside for [time].
Formal
Dear {name},
we would like to inform you that, following your departure from {property}, we found [item]. If you wish, we can ship it to you at your expense: please send us your address and we will let you know the cost. Alternatively, we will keep it for [time].
Kind regards, {host}
Tips
- Reach out first: guests really appreciate it, and it's a great opportunity for a good review.
- Describe the item without personal details and ask them to confirm it's theirs.
- Say right away how long you'll keep it: it avoids requests months later.
With Guest in touch
You can attach a photo of the item straight from the chat, without switching apps.
More templates
Replying to a negative reviewProfessional, non-confrontational, written for future readers.Learn more →Replying to a maintenance issueReassure, ask for details and give a clear timeframe.Learn more →Noise complaintPolite but firm, when the neighbors complain.Learn more →Cancellation requestExplain the policy and offer an alternative.Learn more →
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