Questions, answered.

Jetback is a web app that helps hotels and other accommodation providers manage the whole Lost & Found process in one place.

When an item is found, staff register and photograph it, link it to the right stay, notify the guest and manage the return they choose: pickup at the property, shipment, or authorised disposal. The result is a structured, traceable process with far less manual coordination.

The repetitive admin around Lost & Found: matching items to guests, back-and-forth emails, working out shipping options, collecting payment, creating labels and tracking parcels.

Your team keeps control of the item and the decisions. They focus on the physical steps: identify it, store it, pack it and hand it over.

No. Jetback supports your staff. The property still verifies the item, decides whether it can be returned or shipped, prepares it and hands it to the courier. Jetback removes the coordination and paperwork around those steps.

No. Jetback is one web app built around a single workflow. Housekeeping registers the item, reception verifies it and handles the guest, and whoever manages shipping completes the return.

Yes. Where supported, the integration connects stay, room and guest information to each found item, notification and return. PMS integration is available on Premium (limited) and Enterprise. The exact scope depends on your PMS and its APIs.

Jetback isn't just a better list of items sitting on shelves. It moves each item towards a resolution: the guest is contacted and given a clear choice, eligible items leave through an organised shipping process, and your retention rules handle the rest.

• Less admin time spent on Lost & Found
• A better post-stay guest experience
• One consistent process across departments
• Fewer emails and phone calls
• Fewer unclaimed items piling up
• A traceable record of every case

Yes. The app walks you through setup and our customer care team helps by email. Enterprise includes dedicated onboarding, including setup, configuration and customisation.

If the property uses Jetback and your item has been found, you'll receive a personal link to confirm it and choose how to get it back.

If you haven't received a message, contact the property where you stayed and ask whether your item has been registered in Jetback.

Depending on the property and the item, you can:

• Collect it at the property
• Have it shipped to you
• Decline the return

If you choose shipping, you'll see the price and delivery options before you pay.

Just tell us it doesn't belong to you. The property records the outcome and can check whether it belongs to another guest.

The property follows its own retention procedures and any legal requirements. If you don't respond within that period, the item may eventually be disposed of, so it's best to reply as soon as you get the message.

The guest who requests the return. The price is shown before payment so they can decide whether to go ahead. Customs duties, import taxes or destination charges may apply and are payable by the recipient.

Yes. Payments are processed by Stripe, a secure third-party payment provider. Neither Jetback nor the hotel receives or stores full card details.

It depends on when you confirm and pay, when the property prepares the parcel, courier pickup, the destination and, for international shipments, customs. Once the shipment is created you'll get tracking so you can follow it.

Not always. Couriers and regulations restrict some items, such as liquids and aerosols, damaged batteries, flammable or hazardous materials, cash, sensitive documents, some high-value goods, and products subject to customs or health controls. The property and courier decide what can be shipped and how.

Yes, where the item and destination are eligible. International shipments may need customs documents and can involve import restrictions, duties or taxes.

No. The property hands the parcel over, and Jetback handles the rest: the guest's delivery choice, payment, label, status updates and tracking.

No. Jetback is an operational and documentation platform. It doesn't replace legal advice or the property's obligations under local law. It does give you a documented history of each case: registration, contact attempts, guest responses, shipping and delivery.

That depends on local law, the circumstances in which it was found and the property's own procedures. Jetback doesn't set those obligations; it provides the tools to manage and document the process in line with them.

The property sets its retention period and final handling, taking applicable rules into account. Jetback records when the item was found, when the guest was contacted, whether they replied and how the case was resolved.