Our family run hostel has been open almost a year and until recently we haven't had much problems with people leaving stuff behind. Over the weekend we had one guest leave behind a very expensive camera. He called and my husband offered for me to meet him the next time I was in the Beijing, where he (the guest) lives, which is about 250 km away from our hostel. He was grateful and I am happy to do this as I know how important a camera is.
Today we had another call. A guest had left two towels behind. She also lives in Beijing. We informed her that we would hold onto them for her and if she or a friend was in our city they could pick them up. I thought this was reasonable, as they are simply towels. She asked if we would mail them and we told her no. She offered to pay and we still declined, as it we aren't sure where to arrange C.O.D. in our city and we have very limited time.
I tried to be polite and apologetic, but she immediately become quite aggressive/demanding and threatened to leave us bad reviews. I was a completely taken off guard. I have left things behind in hostels and never would expect the business to mail them back to me.
Am I off base here? In any case, what is the best way to deal with this sort of situation? I am planning to post a sign by check-out to remind people not to forget anything and that we won't be responsible for what is left behind. Good enough? Appreciate your feedback!
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