Did you know that hotel staff typically spends around four minutes per guest handling luggage, with that figure increasing to 10 minutes during peak hours?
That data comes from Copenhagen-based LuggageHero, a provider of luggage storage locations across North America and Europe, which has created a safe and secure solution for the hotel industry called HotelsHero.
“As we engaged with hotels, we learned that many were struggling with bottlenecks and inefficient processes for managing luggage storage, relying on manual tickets and long waiting times for guests to retrieve their luggage,” said Jannik Lawaetz, cofounder/CEO, LuggageHero and HotelsHero. “This issue has always been on our radar, and we decided to create a solution tailored specifically to hotels—thus, HotelsHero was born. Our system addresses the problems hotels face, offering a digitized luggage storage solution that saves time for both staff and guests without requiring additional infrastructure.”
Jannik Lawaetz, HotelsHero
With more travelers arriving early or staying after they check out to explore the hotel’s location than ever before, HotelsHero “streamlines luggage storage and improves operational efficiency by offering a cloud-based solution that allows guests to manage their luggage independently while still giving the hotel control,” noted Lawaetz.
HotelsHero requires no special equipment or downloads. Guests simply scan a QR code provided by HotelsHero, which activates their phone’s camera to take a picture of the bags they wish to store.
“HotelsHero provides access to the storage room in fully automated setups through an integrated door system,” said Lawaetz. “The entire process is seamless—guests can enjoy their stay without worrying about their luggage. When they return, they scan the QR code to retrieve their bags. The system verifies the correct bag is being retrieved either by the guest directly or through automation, ensuring security throughout the process.”
Each bag stored with HotelsHero can be secured with a tamper-proof security seal, which is tracked and logged for full auditability. However, Lawaetz pointed out, the seals are not required for the system to work.
“For extra peace of mind, we offer insurance starting at $2 per bag, covering up to $3,000,” he said. “With technology making storage safer, hotels can now move away from the traditional ‘no liability’ approach and offer guests affordable insurance as an added layer of protection.”
On the hotel side of the service, HotelsHero can be customized to suit the hotel’s needs, Lawaetz explained, adding, “In budget or fully automated setups, access is managed via the door locks, ensuring only the guest with authorized access can enter the storage area. Video surveillance can also be added for additional security. Importantly, HotelsHero does not require integration with existing hotel systems; we provide the necessary equipment to make the door work with our software seamlessly. More than 1 million bags have been stored securely using our system, proving its reliability.”
For hotels with staff involvement, employees use picture recognition technology and AI to verify that guests are retrieving the correct bags.
HotelsHero comes with a digital tipping feature, allowing guests to reward a staff member without having to use cash.
“In today’s cashless environment, tipping is becoming less common, but we wanted to provide guests with a way to show appreciation for staff in a modern, seamless way,” the CEO said. “Similar to the experience in ridesharing apps, HotelsHero’s digital tipping feature allows guests to easily tip through our system.”
There are no upfront fees to use HotelsHero, and hotels don’t need to charge guests for the service unless they choose to.
“While we support hourly and daily pricing models, it’s not required to unlock the system’s full potential,” Lawaetz said. “Our freemium model allows hotels to benefit from enhanced luggage storage without spending anything. ”
HotelsHero is currently used in more than 100 hotels across Europe but “we expect to see significant growth in the U.S. soon as more hotels adopt our solution ,” he noted, adding, “Discussions are already underway with several well-known brands.”
