At LuggageHero, we want your luggage storage experience to be secure, reliable, and hassle-free.
That’s why every booking made through our platform is automatically covered by our Booking Protection Guarantee.
This protection makes sure that any discrepancies or issues you experience with your booking are resolved quickly and fairly.
What Booking Protection covers
LuggageHero Booking Protection applies to all bookings made through our website or app and covers the following:
Listing inaccuracies
If the storage location does not match its description on LuggageHero for example:
The space is unavailable, or
The location details are inaccurate.
You are protected from any charges related to that booking.
Check-in issues
If you face problems when checking in, such as:
The location is closed during its advertised opening hours, or
The location refused service despite a valid booking.
You are covered under our Booking Protection policy.
How to report an issue
If you encounter an issue covered by Booking Protection, follow these steps to report it:
Access your booking
Go to your active bookings in the LuggageHero app or website.
Report the issue
Select the affected booking and tap “Report Incident.”
Describe the problem
Provide a detailed description of what happened.
Include photos of the location or situation to help us verify your report.
Submit your report
Once submitted, our Customer Success Team will review your case.
We may reach out for additional information if needed.
Note: Reporting an incident is only available during the stated opening hours of the affected location to ensure proper verification.
Response and resolution
After receiving your report, LuggageHero will:
Acknowledge receipt
You’ll receive confirmation that your report has been received.
Investigate promptly
Our team will contact the partner location to verify the incident and gather details.
Resolve the issue
We want you to know that we aim to resolve all Booking Protection claims quickly.
Resolutions may include a refund, transfer to another location, or another fair solution.
Important disclaimer
LuggageHero’s Booking Protection does not cover:
Travel costs to or from storage locations
Missed events, tours, or attractions
Other indirect losses unrelated to the storage service itself
This policy focuses on addressing issues directly related to your luggage storage booking.
Need help?
If you have any questions or require additional assistance, contact our support team:
📧 support@luggagehero.com
💬 Chat: Available in the app and on our website
We’re here to ensure your belongings are stored safely and that your travel plans remain on track.
Summary
Every booking includes Booking Protection automatically.
Covers listing inaccuracies and check-in issues.
Use “Report Incident” during location hours to file a claim.
LuggageHero will review, verify, and resolve your issue quickly.