We take care of items left behind at Fluent apartments, but guests remain responsible for their own belongings during their stay. This policy explains what happens if you leave something behind. It summarises the relevant parts of our Terms and Conditions (clauses 8 and 26). If there is any difference, the Terms and Conditions apply.
If You Have Left Something Behind
- Contact us as soon as possible at complaints@fluentliving.com, with your name, booking reference, apartment and a description of the item.
- We will check the apartment and our lost property records and let you know whether the item has been found. We cannot guarantee that an item will be recovered.
If We Find Your Belongings
- We will make reasonable efforts to identify you and contact you using the details on your booking.
- Found items are recorded and stored securely at the property.
Collection and Return
- You may collect your item in person, or ask someone to collect it for you. Items are only released to you, or to a person you have authorised in writing, on presentation of identification.
- If you would like the item sent to you, we can help arrange a courier. You are responsible for all packaging, courier and insurance costs, which must be paid before the item is sent.
- Fluent is not responsible for loss of, or damage to, an item once it has been handed to a courier.
Unclaimed Items
- We store found items for up to 60 calendar days from the date they are found.
- Before an item is disposed of, we will make reasonable efforts to notify you at your last known contact details.
- Items not claimed within 60 days may be donated to charity or disposed of.
- For hygiene reasons, perishable items such as food, drinks and opened toiletries are discarded on the day they are found.
Belongings Removed After Check-Out
If you have not left the apartment by the check-out time, Fluent may pack your belongings and move them to a secure holding area at the property, as set out in clause 26 of our Terms and Conditions. We will take reasonable care when packing them. These items are then kept and handled in the same way as other found items.
Lost or Stolen?
If you believe an item was stolen from your apartment or in-room safe, rather than lost, please report it immediately to Fluent and to the South African Police Service (SAPS). We will need the SAPS case number to assist you further.
Our Responsibility
- Fluent is not liable for loss of, or damage to, items left in an apartment after check-out, and does not act as custodian of guest property.
- Please use the in-room safe for valuables, and consider travel insurance that covers personal belongings.
Contact Information
Email: legal@fluentliving.com