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Message about a forgotten item

Message templateFor guestsSend: The same day the item is foundBy HostCalmlyUpdated Oct 30, 2026How we write templatesReport an error

Short answer

Message the guest the same day you or your cleaner find something left behind. Describe the item briefly, say it's safe and offer to ship it. Ask for the address in the platform thread, quote the cost and have the guest pay it through the platform. On Airbnb, guests can send shipping money through the Resolution Center.

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Hi [Guest name], Thanks again for staying at [Rental name]. While getting the home ready, we found [the item], and I wanted to let you know it's safe with me. If you'd like it back, I'm happy to ship it. Just reply here with: - The shipping address - Whether you'd like tracking or insurance Shipping will be about [amount] with [carrier]. You can cover it through the platform (on Airbnb, that's the Resolution Center), and I'll send the package as soon as the payment comes through. If you'd rather not have it back, that's no problem. Just let me know. I'll hold on to it until [date]. [Your name]
7 parts still in [brackets]

When to send it

Send it the same day the item is found, ideally right after your cleaner reports it. Guests often notice something is missing on the way home, and a quick message saves them the worry. If the guest has already written to you about it, reply in that thread instead.

Tips

  • Keep the shipping payment on the platform. Airbnb's guest article What to do if you forgot something (opens in a new tab) says guests can send the host money for shipping directly through the Resolution Center, and hosts can also request money in the Resolution Center (opens in a new tab).
  • Airbnb's Resolution Center article says new requests can be submitted up to 60 days after a completed reservation, so settle shipping well within that window.
  • Quote the real cost before you ship. Weigh the package, check the carrier's price and add tracking for anything valuable.
  • Ask your cleaner to bag and label found items with the guest's name and checkout date, so nothing gets mixed up between stays.
  • Say how long you'll hold the item, such as 30 days. A clear date saves an awkward follow-up months later.

Frequently asked questions

Who pays to ship a lost item back?

Usually the guest. Quote the cost up front and have them pay it through the platform before you send the package.

How does a guest pay for shipping on Airbnb?

Airbnb's help article on forgotten items says guests can send the host money for shipping directly through the Resolution Center. Ship the item once the payment arrives.

What if the guest doesn't reply?

Hold the item until the date you gave. For anything valuable or personal, such as a phone or an ID, send one reminder before that date.

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