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Reporting Incidents and Safety Concerns
Reporting Incidents and Safety Concerns

Safely report incidents & concerns. Prompt actions to maintain standards. Secure storage experience with LuggageHero.

Updated over a week ago

At LuggageHero, we strive to maintain high safety and quality standards across all storage locations. However, in the rare event that you encounter an issue or have safety concerns during your storage experience, we have a reporting system in place.

This article will help you by reporting incidents through your booking page, ensuring you resolve your worries quickly.

Reporting an Incident

You can report an incident through your booking page if you arrive at a storage location and experience one of the following:

  1. The location was closed when I arrived

  2. I was asked to pay directly to the store

  3. The staff was unaware of the service

  4. The location refused to hold my bags

When you report an incident, you must provide a picture of the storage location as documentation that your experience was related to one of our partner locations.

Reporting an incident is only possible during the stated opening hours of the storage location. Our customer success team reviews all incidents to ensure proper measures are taken.

Follow the steps below to initiate the reporting process:

  1. Access Your Booking Page: Navigate to booking options.

  2. Locate the Report Incident: You can report an incident in the booking options drop-down. Click on this option to proceed.

  3. Provide Details: Describe the incident and take a picture of the location. The more specific you are, the better we can handle the issue.

  4. Submit the Report: Once you have provided all the necessary information, submit the report through the designated button on the booking page.

Access Your Booking Page > Booking Options > Report Incident

Immediate Notifications and Resolution

When you submit an incident report through your booking page, the storage manager and our LuggageHero Account Management Team are immediately notified. This allows us to take swift action to address the issue and ensure a resolution.

Our Commitment to Your Safety

At LuggageHero, we take incidents and safety concerns seriously. We are dedicated to maintaining our storage network's highest security and quality standards. Your reports help us identify improvement areas and ensure that future storage experiences meet our strict requirements.

We understand that unforeseen incidents or safety concerns can occur, despite our efforts to maintain exceptional standards. By reporting incidents through your booking page, you play a vital role in helping us address any issues as soon as possible. Please don't worry- your report will immediately be sent to the storage manager and our Account Management Team for a swift resolution.

If you need any more help or have additional questions, please don't hesitate to contact our support team. We're here to make sure your storage experience remains safe and satisfactory.


When reporting an incident through your booking page, please note the following:

  1. Misuse of the Incident Reporting Option: We kindly ask our customers to report incidents genuinely and accurately. The incident reporting feature is intended for situations with legitimate concerns or issues related to the storage experience.

  2. Fee Waivers: Fees associated with your booking are subject to our Terms and Conditions. While we strive to provide a smooth and secure storage experience, fee waivers are only granted in specific cases after our customer success team has reviewed and confirmed the incident. Simply reporting an incident does not automatically result in a fee waiver.

  3. Genuine and Documented Incidents: Accurate details and documentation are essential to initiate the reporting process. This includes a picture of the storage location as proof that your experience was related to one of our partner locations. The more specific and detailed your report is, the better equipped we are to address the issue as soon as possible.

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