Lost & Found Policy

Last updated: March 18, 2026

This Policy is intended for publication on dusit.com and applies across Dusit managed or Dusit branded properties. It is drafted to be brand agnostic and jurisdiction neutral, with local-law variations handled at the property level.

This Policy explains how items found at any Dusit managed or Dusit branded property (each, a "Property", "we", "us") are handled, stored, verified, released, shipped, and, where unclaimed, disposed of.
Submitting a Lost & Found request does not guarantee that an item will be located or returned.

1. Ownership & Verification.
   By submitting a claim, you ("Claimant", "you") represent that you are the lawful owner and that the information provided is accurate and complete. We may request supporting evidence (for example, photographs, detailed description, proof of purchase, or serial number) and a valid ID. We may refuse release where ownership cannot reasonably be verified or where release would be unlawful.
2. Care Standard; No Safekeeping.
   While in our possession, items are handled with ordinary care appropriate for Lost & Found operations. We are not an insurer of items and, to the extent permitted by law, this Policy does not create a special safekeeping or depositary obligation beyond that standard. We are not responsible for ordinary wear and tear, pre-existing damage, minor cosmetic damage from handling/packaging, or force majeure events beyond our reasonable control.
3. Retention & Disposal.
   Retention periods and disposal practices may vary by Property to meet legal, safety, or operational requirements. Each Property will display its applicable retention periods on-site (see the on-property Lost & Found notice). Items that pose hygiene or safety risks (e.g., perishables, opened cosmetics, soiled garments) may be disposed of promptly. Government issued IDs and similar documents may be surrendered to the relevant authority. Payment cards may be securely destroyed or returned to the issuing bank in accordance with card scheme rules. Hazardous, illegal, or otherwise prohibited items are transferred to competent authorities without retention. After the retention period, unclaimed items may be donated, recycled, destroyed, or otherwise disposed of at the Property's discretion, subject to law.
4. Collection & Authorization.
   Items may be collected by appointment upon presentation of valid identification and, if requested, a signed release. Collection by an authorized representative requires written authorization and a copy of the Claimant's ID.
5. Shipment (optional).
   At your request, a Property may arrange shipment as your agent. You are responsible for all handling/packing fees, courier charges, optional insurance, and any customs, duties, or import/export compliance. Risk of loss or damage transfers to you upon handover to the courier. We may decline to ship restricted or fragile items (including, without limitation, hazardous materials, lithium-battery devices not compliant with transport rules, aerosols, flammables, perishables, and high-value jewelry).
6. Electronic Devices & Personal Data.
   We do not test, sanitize, or repair items and make no representation that an item is functional. For devices that may contain personal data (e.g., phones, tablets, laptops), we will not access content beyond what is reasonably necessary to identify the owner (for example, lock-screen information). We recommend that you secure/erase devices upon return.
7. Liability.
   To the maximum extent permitted by law, our total liability for loss of or damage to an item while in our possession is limited to the lesser of (i) the item's fair market value at the time of loss or (ii) the liability cap displayed in the on-property notice for the relevant Property. We do not accept liability for indirect, incidental, special, or consequential losses (including data loss or loss of use). This limitation does not apply to our willful misconduct or gross negligence, where such exclusions are not permitted by law.
8. Fraud & Misrepresentation.
   You are responsible for the accuracy of the information you provide and agree to indemnify us for losses arising from fraudulent claims or misrepresentation, to the extent permitted by law.
9. Multiple Claimants & Disputes.
   Where multiple parties claim ownership, we may withhold release until ownership is reasonably resolved, transfer the item to authorities, or otherwise act as required or permitted by law.
10. Personal Data.
    We collect identification and contact details to process Lost & Found claims, verify ownership, arrange collection or shipment, and comply with legal obligations. We process such data in accordance with our Privacy Policy and applicable data protection laws. We retain claim records only as long as necessary for these purposes and as required by law. Depending on your location, you may have rights to access, correction, deletion, or other rights described in the Privacy Policy. For inquiries, please contact dpo@dusit.com or review our Privacy Policy at Privacy Policy - Dusit Hotels & Resorts.
11. Updates.
    We update this policy from time to time and the "Last updated" date shows the latest version. Each Property also has its own Lost & Found Notice with local details. Where that Property's Notice and this policy differ, the Property's Notice applies for that Property, to the extent permitted by applicable law. If this policy is translated, the English version controls in case of any inconsistency, where permitted by law. Nothing in this policy limits any non-waivable statutory rights you may have.