The Bag Hotel / Hotels & Venues
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Your guests arrive with everything. Now there is somewhere to put it.
TBH provides staffed, insured item storage for hotel guests, conference attendees, and hotel staff. The hotel earns a concession on every transaction. No additional staff required. The hotel's net cost is zero.
The problem
Hotel guest theft is not rare. It is reported, charged, and sentenced.
The following incidents are drawn from court records and news coverage published in 2026. They are not outliers. They are the visible portion of a problem every hotel general manager and security director already knows.
United States — September 2026
A former front desk clerk at two Hampton Inn hotels in Wilmington, NC was sentenced to 9 to 12 years in prison for stealing the personal and financial information of over 100 guests. When arrested, investigators found two three-ring binders packed with credit card authorisation forms and ID records from guest stays. He was released on bond, immediately obtained a front desk position at a nearby hotel, and was arrested again — with a further 38 victims on his phone. 44 counts of identity theft, two counts of aggravated identity theft, and multiple counts of financial card theft and fraud. Sentenced September 11, 2026. (WECT News.)
United States — April 2026
Two guests at The Breakers hotel in Palm Beach, Florida were arrested after stealing over $34,000 in designer goods from another guest's room — including a Hermès Mini Kelly purse valued at $32,500. The suspects were fellow guests, not staff. The victim and her husband confronted the pair in the corridor as they were leaving the room with the stolen items. Grand theft charges were filed.
United States — September 2026
A Las Vegas Strip hotel guest woke to find $1,200 missing from his wallet and over $32,000 in unauthorised Apple Pay and Wells Fargo transactions after bringing two women he had met at a nightclub back to his room. Theft charges of $25,000 or more were filed against one suspect. A warrant was issued for the second. The transactions took place while the guest was incapacitated.
In every case, the items were accessible because there was nowhere secure to put them. Safekeeping by TBH removes the condition that makes theft possible.
Who TBH serves
Three audiences. One desk.
TBH operates from the hotel entrance — serving guests, conference attendees, and hotel staff simultaneously from a single staffed desk.
Hotel guests
Guests arriving before check-in or departing after check-out.
Guests with a gap between arrival and room availability — or between check-out and their onward journey — have nowhere to leave bags securely. TBH receives their items at the desk, seals and photographs each bag, and returns it by PIN when they are ready. A single flat fee is charged via the hotel's existing billing process. The guest is covered from the moment they hand over their bag to the moment they collect it.
Guests covered by the hotel's arrangement receive discounted access to the TBH Guardian storage network for a year — secure storage wherever they travel next.
Conference attendees
Delegates arriving with luggage for multi-day conferences.
Conference delegates frequently arrive from travel with rolling bags and laptop cases, need to attend sessions hands-free, and check out before the conference ends. TBH operates as a staffed bag storage concession within the conference hotel — included in the conference block as a concession. Delegates check in on arrival, attend sessions unencumbered, and collect before they leave. Nothing for the hotel conference team to manage on the day.
TBH bag storage is a differentiator no competitor hotel in your city is currently offering in a conference proposal.
Hotel staff
Housekeeping, front desk, food and beverage, and security staff.
Hotel staff carry phones, wallets, and personal items through 12-hour shifts. Locker provision is frequently insufficient, inconveniently located, or shared across too many staff members. TBH provides a secure check-in for personal items at the start of each shift, with collection at the end. Where the hotel provides this as a welfare benefit, the facility fee is fully offset by revenue from guest and conference transactions. Staff pay nothing. The hotel pays nothing net.
The Wilmington case — an insider theft by a front desk employee across two hotels — is the direct consequence of staff having unsupervised access to guest information and belongings. TBH removes that exposure at the point of storage.
Commercial models
Three commercial tracks. The hotel chooses the right fit.
All three tracks operate on a concession model. The hotel earns on every transaction. The hotel's net cost is zero on every track.
Track 1 — Guest storage
Flat fee via hotel billing
A single flat storage fee is charged to the guest via the hotel's existing billing process — the same mechanism as any other incidental charge. The guest is covered for the full duration of their stay. No per-item decision at the desk. No per-hour charge that disadvantages long-stay guests. The hotel earns a concession share of every fee collected. Fee rates are agreed at partnership level.
Hotel earns concession share · Settled monthlyTrack 2 — Conference concession
Included in the conference block proposal
TBH bag storage is added to the conference block proposal as a concession at no cost to the conference organiser. TBH provides all staff, equipment, tamper-evident sealing materials, and insurance. The hotel conference team takes the credit for including it. The hotel earns a concession share on all attendee transactions. Certificate of insurance naming the hotel as additionally insured is available on request.
Concession value + attendee transaction shareTrack 3 — Staff welfare
Hotel pays a facility fee, offset by guest revenue
Where the hotel covers storage as a staff welfare benefit, TBH charges a small facility fee for the staff-side operation. This fee is fully offset by the concession revenue TBH earns from guest and conference transactions at the same desk. Staff pay nothing. The hotel's net position is zero or positive. The right track is agreed at partnership level and can combine all three audiences under one agreement.
Staff welfare included · Net cost zeroHow it works
Check-in to collection.
Every item follows the same chain of custody from the moment it is handed over to the moment it is returned.
01
Identity verified
Guest's name and contact are captured. Photo ID is verified at check-in and confirmed again at collection.
02
Item weighed and photographed
Each item is weighed and photographed before sealing. Weight and photo are stored against the record.
03
Tamper-evident seal applied
A tamper-evident seal is applied and its barcode scanned into the system. The backend creates the record.
04
PIN sent to guest
A unique 6-digit PIN is generated by the backend and sent to the guest by WhatsApp or SMS.
05
Collection verified
Guest presents their PIN. Staff scan the seal barcode. Weight is checked against intake. ID confirmed. Item released.
Commitments
Three commitments TBH makes on every item stored.
Fully insured from check-in to collection.
TBH carries comprehensive bailee's liability insurance covering every item from the moment it is handed over to the moment it is collected. A certificate of insurance naming the hotel as additionally insured is available on request.
Weight verified at both ends.
Every item is weighed at intake and again at collection. Any discrepancy beyond tolerance triggers an immediate investigation before the item is released. Tampering is detected before it leaves the desk.
No IT integration required.
TBH operates on its own system. No connection to the hotel's PMS, POS, or network is required. The hotel provides desk space. TBH provides everything else.
The liability gap
"We offered her £200. The coat was worth £1,400."
When a guest's belongings go missing from a hotel — left at the bell desk, handed over at the coat check, or stored in an insecure back room — the hotel's standard liability position rarely covers the actual value. A £200 goodwill offer on a £1,400 coat. A $300 settlement on a $3,000 laptop. The guest remembers. The review is written.
Without TBH
Items stored informally — back room, bell desk, cloakroom — with no documented chain of custody, no photograph, no weight record, and no insurance specific to the item. If something goes missing, the hotel's liability exposure is uncapped and the outcome rests on a negotiation the hotel usually loses commercially and reputationally.
With TBH
Every item is photographed, weighed, sealed, and covered by TBH's bailee's liability insurance from the moment it is handed over. The hotel is named as additionally insured. If a claim arises, it is handled through the insurance, not through a guest complaint that ends up in a review. The hotel's liability exposure is transferred to TBH the moment the item crosses the desk.
Declared value
Guests travelling with high-value items — jewellery, luxury luggage, camera equipment — can declare a value above the standard coverage threshold at check-in. A declared value fee is charged and coverage is extended accordingly. The guest knows what they are protected for before they hand over the item. No ambiguity. No negotiation at collection.
Walk your city unburdened
Guests who leave their bags at the desk come back to the hotel.
A guest who checks in early and has nowhere to put their bags does one of two things: they sit in the lobby and wait, or they carry their luggage through the city and have a worse day than they planned. Neither outcome benefits the hotel. A guest who hands their bags to TBH at the desk leaves unburdened — free to walk the city, visit galleries, take a meeting, have lunch — and comes back to the hotel ready for check-in, in a good mood, and having already spent money at your bar or restaurant on the way through.
Early arrivals
Guests arriving before check-in time get the day back. Instead of waiting in the lobby, they explore — and return refreshed rather than irritated.
Late check-outs
Guests who have checked out but fly later store their bags and spend the afternoon in the hotel restaurant, bar, or spa — rather than leaving the property entirely.
Conference delegates
Delegates who arrived from travel and stored their bags attend every session hands-free, buy lunch at the hotel, and do not leave to find a locker.
Beyond the hotel
Guests covered by the hotel's arrangement get discounted Guardian access too.
Hotel guests whose stay includes a TBH storage arrangement do not leave that benefit at the door. Their coverage extends to the TBH Guardian network — staffed, insured storage at independent businesses in cities worldwide. Whether they are travelling onward, spending a day in the city, or returning weeks later, the benefit follows them.
Guardian access is provided at a discounted rate agreed at partnership level. No separate registration required — guests verify with the same details used at the hotel desk.
Engagement
One event or a long-term partnership.
Hotels can work with TBH at any level — from a single conference to a full property partnership covering guests, conferences, and staff.
One-off
Single event or conference
No commitment required. TBH attends your event, handles everything, and clears the space. Ideal for a single high-profile conference, awards evening, or private dining event.
Preferred partner
TBH Preferred Hotel
After two or more events, TBH lists your property as a Preferred Partner. Pre-arrival upsell integration, dedicated TBH contact, and priority staffing across all events.
Full partnership
Property partnership agreement
A single agreement covering guest storage, conference concession, and staff welfare across the full property. Group agreements covering multiple properties available. Monthly reporting and consolidated revenue share settlement.
Common questions
Everything you need to know.
Does TBH require any hotel staff involvement?
Minimally. TBH operates on its own system with its own staff. For guest storage and conference concession models, TBH staff handle all check-in and collection. For the pre-arrival upsell element, guests book independently before arrival. No hotel staff involvement is required at the desk.
How does the flat guest fee appear on the hotel bill?
The fee is collected through the hotel's existing billing process as an incidental charge — the same mechanism as a minibar charge, laundry, or parking. The hotel remits the fee to TBH monthly and retains its concession share. No separate billing system is required.
Can TBH provide a certificate of insurance?
Yes. A certificate of insurance is available on request at no additional cost. The hotel, venue, or conference organiser can be named as additionally insured under any event or partnership agreement.
How does TBH handle the conference concession model financially?
TBH operates the bag check service using its own staff and equipment at no cost to the hotel or conference organiser. Attendees pay TBH directly. The hotel earns a concession share from each booking, settled monthly with a full reconciliation report.
Can TBH operate across a hotel group?
Yes. TBH offers group partnership agreements for hotel groups and multi-site operators. A single commercial agreement covers all properties, with consolidated monthly reporting and revenue share settlement. Contact us to discuss terms for your group.
What happens if an item's weight at collection does not match the intake weight?
A discrepancy beyond the agreed tolerance triggers an immediate escalation. A second TBH staff member is called to the desk. The discrepancy is logged in the system. The tamper-evident seal is photographed before it is broken. If the contents do not match the intake record, the matter is investigated and reported before any item is released.
Start a conversation.
We respond within one business day. A phased partnership starting at one property is the most common starting point.
Get in touchOr email us directly at partners@thebaghotel.com