Overview
LuggageHero and HotelsHero offer optional insurance coverage to travelers who book and pay through our platforms. This coverage is designed to protect your belongings during short-term luggage storage at approved partner locations.
Please note that this is subsidiary insurance, which means you must first file a claim with your personal insurance provider.
Coverage Summary
Coverage Type | Amount | Conditions |
Premium Insurance | Up to $3,000 per bag | Available only when explicitly selected and paid for at the time of booking via the platform. |
Basic Insurance | Up to $500 per bag | In some cases, included by default with bookings made and paid through the platform. In other cases, it may appear as an optional add-on during check-in. Only valid if selected and paid for, where applicable. |
To be eligible for any coverage, payment must be made through the LuggageHero or HotelsHero digital platform, and the booking must be checked in using the platform’s system.
Applies to:
Bookings via the LuggageHero app/website
QR/walk-in bookings activated
Bookings via HotelsHero, where payment and check-in are completed digitally.
Important Limitations
Insurance does not apply in the following cases:
Payment was made directly to the storage location without system confirmation
The booking was not checked in using the LuggageHero or HotelsHero system
The in-app storage timer was not used (LuggageHero)
Luggage was stored outside the confirmed booking window
Items not eligible for storage were included (e.g., jewelry, electronics, cash, perishable goods)
You have not yet filed with your primary insurance provider
Note: Insurance offered through our platforms is subsidiary. This means it only applies after your personal or travel insurance provider has processed or declined the claim.
How to File a Claim
To begin a claim:
Inspect your luggage immediately upon pickup.
Report any damage or theft to the storage location while you are still on-site.
Email info@luggagehero.com or support@hotelshero.com with:
Booking ID and confirmation
Description of incident
Photos of the item(s) and issue
Proof of declined or insufficient coverage from your insurer
Police report, if applicable
LuggageHero or HotelsHero will forward your documentation to our third-party insurance partner, First Marine ApS.
Eligibility Requirements
To be eligible for any insurance coverage:
The booking must be registered and confirmed through the LuggageHero or HotelsHero platforms.
The service must be paid via the digital system (unless explicitly approved, in which case payment can be made in cash).
The luggage must not contain excluded or restricted items.
Claims must be made while still at or near the storage location to ensure verification.
Items Not Covered
The following table outlines which types of items are excluded from insurance coverage under each product tier offered by LuggageHero and HotelsHero:
Item Type | Basic Guarantee ($500) | Premium Insurance ($3,000) | Notes |
Jewelry, watches, precious metals | ❌ Not covered | ❌ Not covered | Considered high-risk and easily concealable |
Cash or currency (incl. coins) | ❌ Not covered | ❌ Not covered | Never eligible under any tier |
Valuable documents | ❌ Not covered | ❌ Not covered | Includes passports, contracts, and IDs |
Collectibles, antiques, art | ❌ Not covered | ❌ Not covered | Includes rare or irreplaceable items |
Electronics (laptops, phones, tablets) | ❌ Not covered | ✅ Covered if properly documented | Must be declared and photos submitted at time of booking |
Cameras and accessories | ❌ Not covered | ✅ Covered (with documentation) | Same as above |
Medical/life-saving items | ❌ Not covered | ❌ Not covered | Should never be stored; user assumes full risk |
Perishables (food, drinks, plants) | ❌ Not covered | ❌ Not covered | Storage of these items is prohibited |
Flammable, explosive, or hazardous goods | ❌ Not covered | ❌ Not covered | Includes gas, fireworks, aerosol cans |
Weapons, firearms, ammunition | ❌ Not covered | ❌ Not covered | Illegal in most storage environments |
Illegal or controlled substances | ❌ Not covered | ❌ Not covered | Including narcotics and restricted drugs |
Fragile items (glassware, porcelain) | ❌ Not covered | ✅ Covered with proper packaging | Must be packed securely; damage must be documented |
Sentimental or personal value items | ❌ Not covered | ❌ Not covered | No coverage for emotional or non-monetary value |
Unattended or unverified luggage | ❌ Not covered | ❌ Not covered | Must be checked in via the app or platform |
Undocumented high-value items | ❌ Not covered | ❌ Not covered | Premium coverage only applies to declared items |
Items Generally Covered Under Both Insurance Products
Item Type | Basic Guarantee ($500) | Premium Insurance ($3,000) |
Clothing (e.g., shirts, pants, coats) | ✅ Covered | ✅ Covered |
Footwear (shoes, boots) | ✅ Covered | ✅ Covered |
Toiletries and hygiene items | ✅ Covered | ✅ Covered |
Books, printed materials | ✅ Covered | ✅ Covered |
Travel accessories (umbrellas, chargers, power banks under €50) | ✅ Covered | ✅ Covered |
Basic luggage (suitcases, backpacks) | ✅ Covered | ✅ Covered |
Children’s items (toys, diapers, stroller accessories) | ✅ Covered | ✅ Covered |
Sunglasses and non-prescription glasses | ❌ Not covered | ✅ Covered (if declared) |
Questions?
Contact us:
LuggageHero Support: info@luggagehero.com
HotelsHero Support: support@hotelshero.com