Once your location is activated, it becomes visible on the LuggageHero platform and can start receiving bookings immediately.
Depending on your area, you may receive bookings on the same day your location goes live.
This guide explains how to handle customer drop-offs, pick-ups, and walk-in bookings.
Purpose
To help partner locations correctly process check-ins, check-outs, and walk-in bookings through the LuggageHero platform.
Applies to
Platform: LuggageHero Partner Dashboard
Audience: Storage Managers and Staff at Active Locations
1. When a customer arrives to drop off bags
Check-in process
The traveler must activate their booking by clicking “Start storage timer” on their booking page.
Customers can access their booking page by:
Scanning your HeroCode QR at your location
Clicking the booking link sent via SMS
Clicking the booking link sent via email
Once activated:
You’ll receive a check-in confirmation.
You can verify activation by checking the timer counter on the customer’s phone.
If the traveler can't start the timer themselves, you can check the booking in for them from Bookings in your Partner Dashboard or partner app — see How to Check a Traveler In or Out From Your Dashboard.
You can see all active bookings under Bookings in your Partner Dashboard.
2. When a customer arrives to collect their bags
Check-out process
Ask the traveler to stop the storage timer on their booking page. If they can't, you can check the booking out for them from Bookings.
When the timer is stopped:
The customer will be prompted to leave a tip (optional).
Payment for storage will be processed automatically.
Ask the customer to show you the pick-up confirmation screen:
Green screen: Payment was successful. Storage is complete.
Orange screen: The online payment failed. Ask the traveler to retry the payment in the app or on their booking page, with the same card or a different credit card. Only as a last resort, if the payment still fails, may you receive the payment directly. (Learn more in: Off-Platform Payments and Drop-Off Procedures)
You’ll receive a check-out confirmation once the booking has been successfully closed.
If the online payment fails, a payment failed notification will appear in your dashboard and email.
3. Handling walk-in bookings
If a customer arrives without an online booking, they can still create one on-site.
Steps for walk-ins
Ask the customer to scan your HeroCode QR.
The system will guide them through creating a new booking.
The storage timer will start automatically once the booking is confirmed.
Payment will process at pickup, just like online bookings.
If the customer cannot scan your QR code, they can:
Visit www.luggagehero.com
Tap “Near Me” to find your location and book online directly.
Note: An additional walk-in fee may apply for in-person bookings.
4. Support and contact
If you experience issues with check-ins, pick-ups, or walk-in bookings:
Email: partner@luggagehero.com
Chat: Available directly through your Partner Dashboard
WhatsApp: LuggageHero WA
Summary
All travelers must start the storage timer at drop-off and stop it at pickup — or you can check them in and out from Bookings.
Verify activation via the customer’s timer counter.
Green screen = payment successful, orange screen = payment failed — ask the traveler to retry with the same or another card; receiving payment directly is a last resort.
Walk-ins can scan your HeroCode or use “Near Me” on LuggageHero.com.
Check active bookings anytime via your Partner Dashboard.