Airbnb Lost and Found: How to Handle Items Guests Leave Behind
When a guest leaves something at your Airbnb, the cleaner should photograph it, bag and label it with the checkout date, and tell you right away so you can message the guest through Airbnb. If the guest wants it shipped, Airbnb's help center says guests can send the host money for shipping through the Resolution Center, so you do not have to pay out of pocket.
Left items are one of those small hosting chores that turn into a big one if there is no system. The guest is anxious, the item might be important, your cleaner is on a same day turnover, and the next guest arrives in three hours. A clear process protects everyone, including you, from an awkward "I definitely left it there" conversation a week later.
What Airbnb says about items left behind
Airbnb's guidance for guests who forgot something is short. Its help article tells guests to message the host directly, and it explains that guests can send money to cover shipping through the Resolution Center. The same article does not set out a specific obligation for hosts, so your own process and house rules fill that gap.
Airbnb's ground rules for guests also say guests should not leave belongings at the listing past checkout time for storage or later pickup without the host's approval. That is useful to point to if someone asks to leave luggage for the day and you cannot accommodate it.
Rules for handling found property can also vary by country, state and city, so if you find something valuable or sensitive, check local rules or ask the local police non emergency line what they expect.
Step 1: Tell your cleaner exactly what to do
Most items are found by the cleaner, so the process starts with them. Put this in your cleaner agreement and turnover checklist:
- Check the usual places. Under beds and pillows, bedside drawers, bathroom counters and shower shelves, wall outlets (chargers), the fridge, the dishwasher, the closet, behind doors, the car port or garage.
- Photograph the item where it was found. This shows it was left by the guest and not damaged during the clean.
- Bag and label it. A zip bag or paper bag with the checkout date, the reservation name or code, and where it was found.
- Store it in one agreed place. A labeled box on a locked owner's closet shelf works well.
- Report it right away. Send the photo and label details in your usual channel before the cleaner leaves.
Speed matters. A guest who realizes at the airport that their laptop charger is missing wants to hear quickly that it is safe.
Step 2: Sort items by urgency
Not every item needs the same response. A quick way to sort:
| Type | Examples | What to do |
|---|---|---|
| Urgent and important | Passport, ID, wallet, phone, keys, medication, glasses, hearing aids, retainers | Message the guest immediately. Offer same day pickup if they are nearby. |
| Valuable | Laptop, tablet, jewelry, camera | Message the guest the same day. Store securely. Do not ship without tracking and insurance. |
| Everyday | Chargers, clothing, toiletries, books, toys | Message the guest within a day. Hold for your stated period. |
| Perishable | Food, open drinks, flowers | Discard during the clean. Do not message unless it looks valuable or unusual. |
| Opened toiletries | Half used shampoo, razors | Discard for hygiene, unless clearly expensive or requested. |
Step 3: Message the guest
Reach out first. Guests appreciate it, and it often turns a small panic into a nice review moment. Some short templates you can adapt:
Valuable or urgent item:
Hi Sam, our cleaner found a black passport wallet in the bedside drawer after your checkout today. It is stored safely. Are you still nearby? If so we can arrange pickup today. If not, we can ship it with tracking once you send the postage through Airbnb.
Everyday item:
Hi Sam, thanks again for staying with us. We found a grey phone charger in the living room. Would you like it sent to you? If so, reply with your address and we will send a shipping quote you can pay through Airbnb. We hold items for 30 days.
When nothing was found:
Hi Sam, I am sorry to hear that. Our cleaner checked the home after your stay and did not find it. I have asked them to look again in the places you mentioned, and I will let you know right away if it turns up.
Keep all of this in the Airbnb message thread so there is a record. You can add your lost and found policy to your checkout message so guests know to check drawers and chargers before leaving.
Step 4: Handle shipping cleanly
Shipping is where hosts lose time and money. A few rules keep it simple:
- Get the address in writing in the Airbnb thread.
- Quote the real cost. Check the carrier's price for the item size and add the cost of packaging if you want to. Keep it honest.
- Ask for payment first through the Resolution Center, as described in Airbnb's help article on forgotten items.
- Use tracking for anything valuable, and send the tracking number in the message thread.
- Decide who packs and posts. If your cleaner does it, pay them for the time and the trip.
If a guest prefers, they can arrange a courier or a friend to collect the item. Only hand items to someone the guest names in the Airbnb thread, and ask for a photo of the person's ID or a code word if the item is valuable.
Step 5: Set a hold period and stick to it
Decide how long you keep unclaimed items and put it in your house manual. Thirty days is a reasonable starting point; adjust it to what your storage space allows. After that:
- Donate usable clothing, books and toys
- Recycle or dispose of electronics responsibly
- Discard toiletries
- Keep a record of what was donated and when
For documents like passports and IDs, do not simply throw them away. Contact the guest again, and if you cannot reach them, ask your local police or the issuing authority what to do.
Step 6: Keep a simple log
A lost and found log saves you from "did anyone find my...?" messages months later. Record:
- Date found and reservation
- Item and where it was found
- Photo
- Date guest contacted and their reply
- Outcome: picked up, shipped (with tracking), donated or discarded
Turnover photos help here too. With Clyn, the cleaner photographs each room after the turnover and those photos are saved with dates. If a guest later insists they left a jacket in the closet, you can check the closet photo from that day. It does not replace a proper search, but it answers most disputes quickly and fairly.
Preventing items being left behind
You cannot stop every forgotten charger, but you can reduce it:
- Use light colored drawer liners so small items stand out
- Keep bedside tables and bathroom shelves uncluttered
- Add a line to your checkout message: "Please check chargers, drawers, the fridge and the shower before you go."
- Put a small sign by the door: "Phone, wallet, keys, chargers?"
FAQ
Do Airbnb hosts have to ship forgotten items?
Airbnb's help article on forgotten items tells guests to message the host and explains that guests can pay for shipping through the Resolution Center. It does not spell out a host obligation, but shipping once the guest has paid is a simple way to keep goodwill.
Can I charge a guest for my time returning an item?
You can ask for the real cost of postage and packaging through the Resolution Center. Keep any extra charge modest and agreed in writing in the message thread before you send anything.
What if a guest claims they left something but my cleaner found nothing?
Ask the cleaner to check again in the specific spot the guest mentions, check your dated turnover photos, and reply calmly with what you found. If you did not find it, say so plainly and let them know you will contact them if it turns up.
If you want every turnover checked before check in, you can try Clyn free on one property at clyn.com.