Hotel front desks now receive a steady flow of guest parcels, from conference materials to online orders, and juggle luggage for guests between check-out and their flight. Each hand-over interrupts check-ins. If you manage a hotel or serviced-apartment building, this page covers how a locker bank can handle guest parcels, luggage hold and late pickups.
Quick answer
- Guest parcels: couriers drop at the touchscreen against the guest’s name; the guest collects with a code.
- Luggage hold: bags that fit the cells go into large or oversize cells after check-out.
- Late arrivals: items left for a guest after the desk closes.
- Rules first: what to do with parcels for future or departed guests.
- Price: see the rough price guide.
Three hotel hand-overs, one bank
| Hand-over | Who loads | Who collects | Notes |
|---|---|---|---|
| Guest parcels | The courier at the touchscreen, or staff | The guest, with a code | Guest must be in the directory |
| Luggage after check-out | Staff or the guest | The guest, with a code | Large and oversize cells only |
| Items for late arrivals | Staff | The guest, with a code | Documents, gifts, forgotten items |
Keys and access cards for late arrivals are a separate decision with security implications; see key exchange lockers for how that works and the controls to put around it.
Guest parcel rules
Write a policy before launch:
- Before arrival: how many days before check-in you accept parcels, and where they wait until the reservation is linked.
- During the stay: collection from the locker at any hour.
- After check-out: hold for a set number of days, then return to sender or forward at the guest’s request and cost.
- No reservation found: refuse, or hold and contact the sender.
- Restricted items: perishables, hazardous goods and high-value items, by your own rules.
The guest directory
Guests receive codes by email or text. The directory needs the guest’s name, booking reference and contact details for the stay:
- Import arrivals from a property management system export each day, or
- Sync over the API if your property management system can send reservation updates.
- Remove departed guests after your holding period, and do not keep contact details longer than your privacy policy allows.
Luggage hold
Many hotels already have a luggage room. Lockers suit guests who want to collect without waiting for a porter:
- Cell sizes: cabin bags and backpacks fit large cells; full-size suitcases need oversize cells, so plan the mix around the luggage you actually see.
- Overflow: keep the luggage room for oversize items, groups and sports equipment.
- Liability: state your terms on the screen and in the message.
Placement
- In the lobby, visible from the desk but out of the check-in queue.
- Inside the hotel’s access control, with couriers admitted at the desk or a delivery entrance.
- On camera.
Specification checklist
- Parcel and luggage counts for a typical week and a busy event week
- Cell mix for parcels and bags
- Guest-parcel and holding policy
- Directory import or property management system sync
- Bank position, power and network
Where this is the wrong answer
- A small hotel with a 24-hour desk and few parcels.
- Luggage is the main need and bags are large. A staffed luggage room is cheaper per bag.
- You want to store guests’ valuables. That is a room safe or a safe-deposit service.
Rough price guide and quote
Hotels usually need a modest bank with more large and oversize cells than an apartment building; the ranges below apply.
A small bank of about 10 cells with a courier touchscreen typically comes in at a few thousand US dollars, roughly US$2,000–5,000. A 50–100-cell building system is roughly US$8,000–20,000. Software is a flat monthly fee of around US$100 per location, with no per-parcel or resident fees. Freight, duties and installation are extra, and your quote fixes the price.
Price enquiry · 1 minute
Get a quote for your building
Tell us roughly what you need and we reply with a cell layout, a drawing and a firm price. For the full form with cell sizes and options, use the price enquiry page.
Frequently asked questions
Can hotel guests have packages delivered before they arrive?
Yes, if your policy allows it. The courier drops the parcel at the touchscreen against the guest’s name; if the guest is not yet in the directory, staff hold it and load it once the reservation is linked. Decide how long you hold parcels for future guests and what happens if the guest never arrives.
Can the same lockers be used for luggage storage?
Yes, for bags that fit the cells. Staff or the guest place the bag in a large or oversize cell and the guest receives a code to collect it later. Very large suitcases and sports equipment usually still need a luggage room.
How do guests get their locker code?
By email or text to the contact details on the reservation. The guest directory can be loaded from a property management system export or synced over the API if your system supports it.
What happens to parcels after a guest checks out?
Set a rule. Common options are holding for a few days, returning to sender, or forwarding at the guest’s cost. Staff clear the cell with a logged staff code and record what was done with the parcel.
Is a hotel parcel locker the same as a guest room safe?
No. A room safe holds guests’ valuables in their room. A lobby locker is a hand-over point: it holds an item for a short time between the courier or staff member and the guest. Do not advertise it as storage for valuables.
Related
- Parcel lockers: the product and how a delivery runs
- Hotel kiosks and lockers
- Key exchange lockers
- Smart lockers: other locker types
