One of the biggest issues I must work with, is dealing with lost and found.
I had a guest state someone went to his hotel room and had stolen his luggage, which was on his bed, with everything he owns including $500. He stated he took an Uber from the airport to the hotel and checked in. After checking in, he went to the room and dropped off his bags. He then left the property, to have drinks with some friends. When he got back to his hotel room, he found his suitcase was missing, but his backpack was still in the room, on the floor.
After auditing the guest room door, we found no one entered the room after he had left the room, except himself, re-entering the room. We then checked video at the front desk and did not notice the guest with any suitcase during check in. last we called the airport to see if his bag was left at baggage claim.
Yes, that is right, the guest neve picked up his bag at the airport. We had an employee drive to the airport and pick up the bag.
The guest neve said sorry and believed we were making up a story about the bag still being at the airport, to protect the person employed at the hotel.
I can give you hundreds of stores just like this, but at the same time I have heard stories about lost and found being stolen by housekeepers and security personnel, who were let go for stealing guest items.
I believe in lost and found audits. This is where security places lost and found in a guest room, so they can find out what happens to the lost and found. You are looking to see if housekeepers are writing the right room number and date on the lost & found item.
Resorts/Hotel use MS Shift or ChargerBack.com to process lost and found. When they do not have a good match for the items, it may delay or hinder the item being returned.
Most properties with a security team on site have good control over their lost and found program and are monitored, to ensure safe keeping for a guest