We’re sorry to hear that your booking didn’t go as planned. At LuggageHero, we partner with vetted locations to ensure a seamless experience. If a location refuses to store your bags upon arrival, please follow the steps below so we can take immediate action.
Why This May Happen
Though rare, this issue can occur due to:
Miscommunication with the staff on-site
A new or untrained employee being unaware of LuggageHero
A temporary pause in operations (e.g., emergency, overcapacity)
Technical issues with the partner's system
Regardless of the reason, you should never be turned away when holding a valid booking.
What You Should Do Immediately
1. Do Not Pay Directly to the Location
Your booking is prepaid (or set for in-app payment). If a location asks you to pay directly or refuses service, do not hand over your bags or money.
2. Take a Photo of the Location
If possible, please take a clear photo of the location's storefront as proof that you arrived at the right place.
How to Report the Incident
To report that a location refused to accept your bags:
Go to Your Booking Page
You can use your booking confirmation email or log in to your account.
Click "Report Incident."
Open the “Booking Options” menu and select Report Incident.
Describe What Happened
Choose “The location refused to hold my bags” as the reason.
Add any notes and upload your location photo.
Submit the Report
Your report is instantly sent to our support team and the location manager.
What Happens Next?
Our Account Management Team investigates the issue with the partner.
We’ll help you rebook at a nearby location or issue a refund, depending on availability.
If confirmed, we may temporarily deactivate the location while we resolve the issue.
Can I Get a Refund?
If your report is valid and documented, you may be eligible for a full or partial refund. However, simply submitting a report does not guarantee a refund. Our team will evaluate each case based on:
Submitted evidence (photo, details)
Time of incident vs. location opening hours
Attempts were made to contact support
Need Immediate Help?
If you're stranded or need urgent help with rebooking, please contact our live support team immediately. We’re here to assist you.
Help Us Improve the Network
We deeply value your feedback. Reporting these incidents helps us maintain high-quality standards and ensures that no traveler faces similar issues in the future.