When a hotel finds an item, a clear message prevents confusion and reassures the guest. It should confirm the find without exposing sensitive details, provide an internal reference and explain the available return options.
Information to include
- the property name and the department writing;
- the date of the find and internal reference;
- a brief description of the item;
- how the guest can confirm ownership;
- options for in-person collection or shipping;
- a reply deadline if required by the internal procedure.
Do not include full document numbers, access codes, passwords or photographs revealing confidential information.
English message template
Dear [Guest name],
during the room check after your stay at [Hotels name], our team found an item matching the following description: [brief description]. Our internal reference is [code].To confirm that it belongs to you, please reply with [non-sensitive identifying detail]. You may collect it from the property at an agreed time or arrange recovery and shipping through Ad Turista: [link].
We remain available to confirm the find. Kind regards,
[Name / Reception]
Short version for WhatsApp or SMS
Hello [Name], this is reception at [Hotels]. We found an item that may belong to you after your stay on [date]. The reference is [code]. Please contact us so we can verify it. If you cannot return, you can request collection and delivery here: [link].
What to avoid
Do not state that the item definitely belongs to the recipient before verification, promise delivery times that have not been confirmed or request payment through unofficial channels. Avoid asking for complete identity documents unless this is necessary and part of the property’s procedure.
When to share the Ad Turista link
Send the link after staff have recorded the object and can confirm the find. The guest selects the property and item, enters the destination and views the quote. Alternatively, the hotel can submit a request on the guest’s behalf when it has the necessary authorisation.
Making the template part of the process
Save the text in the reception system, but keep mandatory fields for the reference, date and staff signature. This keeps communication fast without making it impersonal or incomplete.
Use the correct channel
Send the message to contact details associated with the booking or through a channel already verified. If someone other than the guest calls, do not reveal details that would allow them to identify the item. Record the date, channel and staff member who sent the message so the next shift knows what has already been communicated.
Adapt the tone without changing the process
A common item may need only a concise message, while documents, keys or sensitive belongings may require direct contact and stricter verification. The tone should remain courteous and reassuring without creating unconfirmed expectations. Explain that the link arranges the logistics service and that the property has already confirmed the find.