May 29: Returning “Borrowed” Items

You may have heard about a few landmark properties sending out notices to past guests looking to collect “borrowed” hotel items. Occasionally these requests are for historic reasons, for an in-house museum, or a special remodeling project. Sometimes these requests for logoed items are tied in to a promotion featuring the return of items along with a special room rate, a way to increase room business from past guests or a way to build name recognition about one’s hotel.

Most times, press releases will feature the amazing amount of items returned – especially linens and towels, the usual ashtrays and small goods, as well as the unusual furniture, plants, paintings, and the like. Innovative properties have instituted amnesty policies (meaning no one is prosecuted for stealing) and turned the event into a marketing opportunity.

Today, many upscale hotels that provide bathrobes or more expensive room items usually have a tent card in the room listing prices of items one can purchase. Sometimes, the hotel will even indicate that guests will be charged for items missing after their departure. This is to discourage these items from going home with their guests.

Upscale or not, hotels that constantly need to replace “borrowed” items incur extra expenses. If only a percentage of the returned items are re-usable, this is still some monies saved. In addition, some items could be donated to charity for community goodwill as well as a tax deduction.

So South Florida, do you have a policy for the return of “borrowed” items? Do you actively solicit their return? How do you discourage their disappearance in the first place?