At LuggageHero, we are committed to maintaining a high level of service quality and operational reliability across all partner locations.

To uphold these standards, certain behaviors or performance issues may result in a temporary or permanent deactivation of a location.

This article outlines the most common reasons for deactivation and how to address them.

To explain the reasons a partner location may be deactivated and outline the next steps for reactivation.

Improper or unauthorized use of LuggageHero-branded materials (HeroCode stickers, desk stands, street signs, or window flags) can lead to deactivation.

Examples of misuse include:

Partners are expected to install and use materials as intended to enhance visibility and maintain brand consistency.

A consistently low check-in ratio may indicate that the location is not actively engaging with LuggageHero customers or properly using the system.

If a location shows minimal or no activity over an extended period, it may be reviewed and temporarily deactivated until improvement is demonstrated.

Actively promoting your HeroCode and encouraging proper check-ins helps maintain platform engagement.

LuggageHero requires all transactions to be processed through the digital platform for accuracy, coverage, and compliance.

Repeatedly requesting cash payments from customers violates the Terms of Service and may lead to immediate deactivation.

Cash transactions bypass LuggageHero’s protection policies and disrupt the customer experience.

All storage locations must be properly staffed during their advertised opening hours.

Repeated reports of locations being unmanned, preventing customers from dropping off or collecting luggage, are considered a serious breach of operational standards and may result in deactivation.

Only registered businesses operating in a professional capacity are eligible to partner with LuggageHero.

If a listed location is found to be privately owned or operating as a residential address, it may be deactivated immediately for non-compliance.

Approved partner locations must have a visible storefront, reception area, or business premises.

LuggageHero can only process payments to verified partners with an active payout account.

If a partner fails to connect or verify a valid payout method, the location may be deactivated until the issue is resolved.

Connect your payout method under Dashboard → Your Payout Methods to stay active.

Customers rely on accurate opening hours for timely drop-off and pickup. Multiple reports of inconsistent or incorrect hours may trigger temporary deactivation until the partner updates their schedule.

Always review and update your opening hours, holiday hours, and exceptional days in your dashboard.

Your Partner Dashboard shows that your listing is inactive, but it does not show the reason. You can always see incidents reported on your bookings in your Partner Dashboard.

To find out why your location was deactivated, or to ask for it to be reactivated, contact our Customer Success team: reply to the deactivation email or send us a message in the chat. Please include the name of your location.

Reactivation is always handled by our Customer Success team, once the issue has been resolved.

Deactivation is designed to uphold the quality and safety of the LuggageHero network.

Once the issue is addressed, our Customer Success team can usually reactivate the location so you can continue serving travelers.