Your guest has checked out and messages: “I left my charger on the bedside table.” The cleaners are at the property, a colleague answers the chat and someone else will arrange the return. Without a clear handover, everyone holds part of the information and nobody knows whether the request is complete.
A useful process has four stages: collect details, check the property, confirm what was found and agree on the return. This guide offers a straightforward method and three copyable messages, along with the role Rentevo conversations and work items can play in your team’s follow-up.
Start with the right property and stay, using information already available in the conversation. Ask for a recognisable description of the item and where the guest remembers leaving it. “A blue jacket in the bedroom wardrobe” helps more than a general message to the cleaning group.
For an urgent item, also ask when the guest needs it and identify who can check. Wait for confirmation from the person at the property before saying it has been found: receiving a request and finding an item are different stages.
If cleaning has not started, include the check in the team’s handover. If new guests are already staying, arrange access with them rather than sending someone in unexpectedly. Once the item is found, name the person responsible for handing it back.
A useful note lets a colleague continue the case. Record these details in the request and update them after the check:
These are demonstration examples. Fill in the placeholders with confirmed details and commit only to an update your team can provide. If the search is still underway, say so clearly.
Hi [name], we’ll ask the team to check [location] at [property]. Could you describe [item], including its colour and one detail that would help identify it? We’ll update you by [agreed time], even if the check is still underway.
Hi [name], the team found [brief description] at [property]. Could you confirm [identifying detail] so we can check that it is yours? We’ll then agree on [collection or shipping] and any costs before proceeding.
Hi [name], here is the agreed arrangement for [item]: [collection place and time window, or details of a shipment already sent]. Your reference is [contact person or available tracking]. Reply here if you need to check anything so we can keep the details in the same conversation.
After identifying the item, ask whether the guest prefers to collect it or have it sent back. Collection needs a place, time and person to hand it over. For shipping, confirm the address, recipient, method and agreed costs before booking the service. Do not rely solely on an address from an earlier reservation.
Your team arranges collection, packaging, the carrier and payment. Record the outcome and share tracking when available. If the item is not found, explain which places were checked and whether another check is pending, rather than leaving the conversation unanswered.
In Rentevo, you can follow the guest’s message in their conversation and create a work item for a property check. Work items hold assignments, notes, photos and outcomes, so a colleague taking over can see what has already happened. During cleaning, the team can report and document a found item.
The person replying uses the team’s actual findings to update the guest. Finishing the clean does not mean the return has been completed: follow the check and the handover through to their outcome.
Add common places for forgotten belongings to the final check: bedside sockets, drawers, wardrobes and the bathroom. An item found before the next arrival is easier to identify and retrieve. The responsible person can then follow up even after the cleaners have left.
In a demo, we can start with a case from your work and look at keeping the conversation, property check and responsibilities together. The pricing page describes the guest assistant plan; we can discuss your team’s operational workflow during the demo.
Follow up in the same conversation and update the request with the storage location and responsible person. Before arranging the handover, check the description with the guest and agree on the next step.
In a demo, we’ll look at how you work today, the information your guests use and how to prepare Rentevo for your team.
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