When a traveler creates a booking with LuggageHero, they commit to the cost upfront. This means that even though the final charge is processed when bags are collected, every booking already has a reserved payment (authorization) in place.
As a storage manager, you can be confident that all customers arriving with an active booking have already committed to paying for their storage.
Travelers can choose between three pricing models:
Hourly storage
Daily storage
Multi-day storage
In this article:
Hourly bookings
Daily bookings
Multi-day bookings
Walk-in bookings
Booking notifications
Booking issues
Modifying a booking
Hourly bookings
How it works:
Upfront payment commitment: When a customer books hourly storage, we reserve an amount equal to 2 hours per bag + fees.
Activating and deactivating the storage timer: The timer should be started when bags are dropped off and stopped when they are picked up. This determines the final cost and charge.
Bag guarantee/insurance: Eligible only when the booking is active while bags are stored.
Payment completion: You’re responsible for ensuring payment is completed at pickup.
Automatic timer deactivation: If the customer doesn’t check out, the system stops the timer at closing time and charges the amount owed.
Failed online payments: We retry automatically. If payment still fails, the booking is handled as an in-shop payment.
Daily bookings
How it works:
Upfront payment commitment: At booking, we reserve the day rate per bag + fees.
Activating and deactivating storage timer: Always start at drop-off and stop at pickup.
Payment completion: Ensure payment is finalized at pickup.
Automatic deactivation: If not checked out by closing time, the system charges for a full day.
Multi-day bookings
How it works:
Upfront payment commitment: The customer commits to the entire multi-day period when booking. A reserve amount is placed accordingly.
Duration and pricing: Calculated based on the number of days chosen.
Payment processing: The final total for the whole booking is charged upon pickup.
Automatic deactivation: If not manually ended, the system automatically stops the booking at the end of the multi-day period and processes the payment.
Failed payments: Retried automatically, with fallback to in-shop payment if necessary.
📍 To check a multi-day booking: Go to Account > Your storage locations > Bookings > Active. The number of booked days is displayed next to the booking ID.
Walk-in bookings
Walk-ins can also create a booking on-site. The same rules apply:
A payment authorization is always secured when the booking is created.
The timer is automatically started when the booking is finalized
Payment processing: The final total for the whole booking is charged upon pickup.
Booking notifications
You’ll receive notifications for each key booking event:
Booking created
Booking canceled
Check-in confirmation (timer activated)
Check-out confirmation (timer deactivated and payment completed)
Payment failed (timer deactivated, but payment not completed)
Booking issues
Uncollected bags: Check Account > Your Storage Locations> Bookings > Active. Multi-day bookings display the whole storage period.
Payment not collected: Please search your email for the booking ID to confirm if the payment was successful. If not, please get in touch with support with the booking ID so we can attempt the online payment again.
Modifying a booking
At check-in, confirm the number of bags matches the booking.
Customers can modify their booking (including bags, drop-off/pick-up dates, and pricing model) before check-in.
After check-in, only pick-up date changes are allowed for daily or multi-day bookings.
Key takeaway for managers: All customers with a booking have already committed to the cost. The reserved payment ensures you are covered, with the final payment processed when the bags are collected.