Were you closed when a customer arrived, or unable to accommodate a booking?
Incidents like these can impact your partner rating and earnings.
This article explains what incidents are, how they are reported, and how you can prevent them.
Purpose
To help partners understand incident reporting, how incidents affect partner performance, and steps to prevent them.
Applies to
Platform: LuggageHero Partner Dashboard
Audience: Storage Managers and Location Owners
1. What are incidents?
Incidents occur when a traveler reports a problem with your location through their LuggageHero booking page.
Reports can only be made during your location’s stated opening hours.
Types of incidents customers can report
The location was closed upon arrival
The customer was asked to pay directly at the store
The staff was unaware of the LuggageHero service
The location refused to store the bags
When a customer reports an incident, they must upload a photo of your storefront or interior as evidence.
Important: Once an incident is reported, the storage manager is notified instantly via the Partner Dashboard and by email.
2. How to review incidents
You can view incidents linked to your location in the Partner Dashboard:
Dashboard → Account → Your Storage Locations → Bookings → Incidents
Each record includes:
The incident type
The date and time reported
Any attached images or notes from the customer
3. How to prevent incidents
Keep your information accurate
Regularly update your daily operating hours
Add holiday or exceptional hours in advance
Ensure staff readiness
Make sure all employees understand the LuggageHero storage procedure
Display your HeroCode QR near the counter for easy check-in/check-out
Adjust capacity daily to reflect available space
Operational best practices
Confirm bookings in your dashboard each morning
Notify support immediately if your shop must close temporarily
Keeping information up to date prevents confusion and improves the customer experience.
4. How incidents may affect your performance
LuggageHero actively monitors every partner’s incident rate.
A high rate may affect your partner level and base storage rate.
Consequences of repeated incidents
Lowered Partner level status
Temporary deactivation for repeated operational issues
Reduced base storage rate until consistency improves
5. No-show fee and direct payments
Customer no-shows
If a customer fails to start their storage timer or cancel their booking, a no-show fee applies.
Direct payment issues
If your staff asks a customer to pay directly at the store, and the booking isn’t completed in LuggageHero:
The no-show fee will be charged to your location.
The amount will be deducted from your next payout.
Direct, off-platform payments are not allowed unless related to a verified failed online payment.
6. Support and contact
If you need help resolving or disputing an incident:
Email: partner@luggagehero.com
Chat: Available directly through your Partner Dashboard
WhatsApp: LuggageHero WA
Summary
Customers can report incidents like closures, direct payments, or staff unawareness.
Check all incidents in your Partner Dashboard → Bookings → Incidents.
Keep hours, staff, and HeroCode up to date to avoid issues.
High incident rates can reduce your partner level and earnings.
Off-platform payments may result in deductions from your next payout.