Hotel Lost Key Rules

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Prepared By: [YOUR NAME]

Date: [DATE]

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I. Introduction

This document provides a detailed guide on the policies and procedures our hotel follows when a guest loses their room key, including the steps for reporting the loss, the security measures enacted to protect the guest room and hotel, possible fees, and the key replacement process, ensuring that guests are fully informed and the situation is handled efficiently.

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II. Reporting Lost Keys

A. Steps for Guests

1. Report the Loss Promptly: Immediately notify the hotel front desk of the lost key to ensure prompt action and maintain security.

2. Verify Your Identity: To verify both your identity and your status as a guest, you are required to present a valid form of identification and also provide your room number.

3. Complete a Lost Key Report: If requested by hotel staff, fill out a Lost Key Report form to document the incident and assist in the replacement process. This form helps us maintain accurate records and address any security concerns.

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III. Security Measures

A. Room Security

1. Deactivate the Lost Key: Immediately deactivate the lost key in the hotel’s electronic key system to prevent unauthorized access to the room.

2. Evaluate Lock Security: Assess whether changing the room locks is necessary based on the risk of unauthorized access. If required, arrange for a lock change to ensure the safety of the guest's room.

3. Notify Relevant Staff: Inform housekeeping and maintenance personnel about the lost key to ensure they are aware of the situation and can take appropriate action if needed. This step helps maintain overall security and coordination within the hotel.

B. Hotel Security

1. Enhance Surveillance: Increase monitoring of hotel corridors and common areas using security cameras and other surveillance measures. This helps to ensure that any suspicious activity is promptly identified and addressed.

2. Increase Patrols: Notify security personnel to intensify patrols in and around the affected areas. This proactive approach helps to deter potential security breaches and reassures guests of their safety.

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IV. Replacement Procedures

A. Issuing a New Key

1. Confirm Guest Identity: Thoroughly verify the guest’s identity by checking a valid ID and confirming room information. This step ensures that only authorized individuals receive a new key.

2. Issue the New Key: Once verification is complete, promptly issue a new room key. Ensure the key is programmed correctly to avoid any inconvenience for the guest.

3. Provide Key Usage Instructions: Clearly explain how to use the new key, including any specific features or procedures. This helps the guest feel confident and informed about accessing their room without any issues.

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V. Charges

Guests may be required to cover the costs related to replacing a lost key, which can include, but are not limited to, the following expenses:

• $20 Charge for Electronic Key Card: A fee of twenty dollars will be charged for the replacement of an electronic key card.

• Lock Change Costs: Additional charges may apply if room locks need to be changed, with costs varying based on the type of lock.

• Replacement Time Costs: The fees associated with the service of lock replacement may also fluctuate or differ based on the amount of time that is necessary to complete the process of replacing the lock.

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VI. Responsibilities

A. Staff Responsibilities

Responsibility	Description
Receive and Document Reports	Receive reports of lost keys from guests and document the details for accurate record-keeping.
Ensure Security	Take immediate action to secure the hotel and guest rooms after a key is reported lost.
Assist Guests	Help guests with the process of obtaining a new key, ensuring they have access to their room promptly.
Inform of Charges	Communicate any associated charges for key replacement to the guests.

B. Guest Responsibilities

Responsibility	Description
Report Lost Keys	Notify the hotel front desk immediately if a key is lost to ensure prompt action and security.
Pay Associated Fees	Settle any fees related to the replacement of the lost key as outlined in the hotel's policy.
Abide by Policies	Follow the hotel’s policies and procedures concerning lost keys to ensure a smooth resolution.

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VII. Contact Information

If you happen to misplace or lose your room key, we kindly request that you make contact with the hotel's front desk without delay to address the issue promptly.

• Front Desk: Dial "0" from your room phone

• Hotel Phone Number: +1-234-567-8901

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