LuggageHero connects travelers with trusted local businesses where they can safely store their luggage.
All payments for luggage storage must be made through LuggageHero’s online payment system, which ensures a secure, trackable, and protected transaction.
In rare cases, a partner may instruct you to pay in cash due to a declined card or a technical issue.
This article explains how off-platform payments are handled and what you should do to avoid no-show charges or lost protection.
Payment guidelines
Always pay for your luggage storage through LuggageHero’s online system unless you are specifically instructed to pay in cash because your online payment method was declined.
Payments made online are fully tracked and covered by LuggageHero’s payment protection policy.
Payments made directly to a partner location are not covered by LuggageHero’s protection, refund, or insurance policies.
If you pay directly at a partner location, you assume all risks related to that transaction, including disputes or discrepancies.
Drop-off guidelines
To ensure your booking is correctly registered:
Upon arrival, open your booking in the LuggageHero app or on the website.
Tap “Start Storage Timer” to register your drop-off.
Confirm the number of bags and make sure the timer is running.
Registering your drop-off:
Confirms that your luggage has been received.
Ensures accurate billing.
Allows LuggageHero to assist you if any issues arise.
If you do not start the timer, your booking will appear unused and may be treated as a no-show.
No-show policy
If you pay directly at a partner location and do not start the storage timer, the booking will be recorded as a no-show, and a no-show fee will apply.
To avoid this:
Always register your drop-off through the app or website.
Report any issue (for example, being asked to pay in cash) through your booking page → Booking Options → Report Incident.
Our team will review the situation to ensure fairness and accuracy.
Summary
Payments should always be made through LuggageHero’s online platform.
Cash payments are not protected and should only occur if instructed due to a declined card.
Always start your storage timer to confirm your drop-off and avoid a no-show fee.
Report any irregular payment requests to our support team at support@luggagehero.com.