The Bag Hotel is built on trust between customers, sellers, and Guardians. Safety incidents are rare, but when they do occur we take them seriously — and we need to hear from you.
In an emergency
If you or someone else is in immediate danger, contact your local emergency services first. Do not wait to contact TBH — we are not an emergency service and cannot dispatch help. Once you and others are safe, report the incident to us at safety@thebaghotel.com so we can follow up and take appropriate action.
What to report to us
Contact safety@thebaghotel.com for any of the following:
- Guardian misconduct — a Guardian behaving threateningly, dishonestly, or in a way that made you feel unsafe.
- Theft or suspected theft — an item missing from a Guardian location or a Guardian you believe has accessed or tampered with a stored item.
- Unsafe location conditions — a Guardian location that poses a physical risk (inadequate security, unsafe storage conditions, unsanitary premises).
- Prohibited item concerns — you have reason to believe a hazardous or prohibited item has been stored at a Guardian location. Where a prohibited item is suspected, TBH will contact the Guardian immediately and, where necessary, advise on removal or disposal in line with our Prohibited Items section in the Terms of Service.
- Customer misconduct — a customer who behaved threateningly or suspiciously at your Guardian location (Guardian-facing).
- Fraud or impersonation — someone attempting to collect an item without the correct PIN, or claiming to be TBH staff.
Reporting anonymously
If you are a Guardian's staff member or partner and are concerned about misconduct at your own location — or if you have any reason to believe your safety or livelihood could be affected by identifying yourself — you may report anonymously. We will investigate without disclosing your identity. Anonymous reports can be sent to safety@thebaghotel.com; simply state that you wish to remain anonymous at the start of your message.
What to include in your report
The faster we receive accurate information, the faster we can act. Please include where possible:
- Your order ID or PIN (found in your confirmation message)
- The Guardian location name and address
- A brief description of what happened, when, and who was involved
- Any photos or supporting evidence you have
- Whether the incident is ongoing or has already occurred
If an item has been lost, damaged, or stolen, please also report this within 48 hours of discovering the issue, in line with our Dispute Resolution and Claims Policy, which governs compensation eligibility under TBH's bailee insurance program.
What happens when you report
We acknowledge all safety reports within 24 hours. For serious incidents —theft, misconduct, unsafe conditions — we will investigate, contact the relevant parties, and take action up to and including suspension or permanent removal of a Guardian or customer from the network. Where an incident involves potential criminal activity, we will cooperate fully with law enforcement.
Confidentiality
We treat all safety reports confidentially. We will not share your identity with the Guardian or customer you are reporting without your consent, except where required by law.We make things that work better and last longer. Our products solve real problems with clean design and honest materials.
