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Frequently Asked Questions

Here are the answers to your most common questions.


CUSTOMERS

Do you need somewhere to store your luggage? You’ve come to the right place! CityStasher is a simple concept based on AirBnB. We work with a network of over 130 shops and hotels who have secure extra space. Customers place bookings through our website to store in one of our convenient StashPoints. Once you’ve booked you’ll get a confirmation e-mail - all you need to do is show this on your phone to the host when you drop off your luggage at the StashPoint. Also remember to bring photo ID - just like with Collect Plus.
Yes, absolutely. All of our StashPoints have a secure area for storing your luggage and you will receive a uniquely numbered security seal for your zips - plus, each bag is insured for up to £750.
With over 130 locations across London and the UK, and plans to expand across Europe, CityStasher is wherever you need us to be! Simply type in your location into the search bar, and the website will automatically search locations in order of proximity. If we don’t have a StashPoint in your city, write to us at info@citystasher.com and we’ll find you one! If your business would make a good StashPoint, get in touch!
Our main focus in suitcases, but we can store bikes, sports equipment and strollers too, let us know if you have a particular request and we’ll do our best to accommodate it!
CityStasher’s insurance policy - brought to you by Guardhog, underwritten by Hiscox - covers your storage up to £750 against loss, theft and damage. We recommend you don’t store luggage worth more than this value, because in the unlikely event of an incident, you will not be able to claim more than £750 per luggage. Individual items within the luggage are only covered for up to £250 per item. Our t&cs prohibit storage of certain items, including cash and securities. Please see them, and our insurance page, for more details.
Yes, bookings need to be made online but bookings are valid as soon as they are placed, so you can book them last minute and out and about if you have a smartphone!
Bookings need to be made online through the website for insurance and security purposes. The booking process only takes a minute and the website is mobile friendly. Cash payments in store are not accepted. You are not protected by our insurance cover if you do not book online.
No worries! We know plans change. The drop off/ pick up times are only intended as an estimate. Just double check the StashPoint’s opening hours, and that your booking is within the length of time you paid for, and there won’t be any problems!
CityStasher’s aim is to provide convenient storage at up to 50% less than station luggage facilities. The price is £6 per day, and £5 for every additional day. Station left luggage facilities are few and far between, and of the ones that remain, the prices are extortionate. Storing your bag in Kings Cross Station for a day will cost you £12.50 for a day, or £65 for a week. Our StashPoints are located just a few minutes walk from the station, and cost over 50% less! Plus, your bag is only insured for up to £200 per transaction, compared to to our £750 per bag insurance policy.
If you require long-term storage, get in touch on info@citystasher.com and we’ll get back to you with a discounted quote.
You only need your proof of booking (on your phone is fine!), a copy of your photo ID to show the host - and your bags! You will be given a ticket that goes with your bag, which goes with
We don’t charge by size, just by numbers of bags - one price fits all! Get in touch if you have any specific requirements, we’ll do our best to accommodate them.
Of course, we have a flexible refund policy! Please send us an e-mail to info@citystasher.com with your reservation ID and we’ll get that done for you ASAP.
Sure thing, just e-mail us on info@citystasher.com with your reservation ID and the changes you want to make, we’ll help you out from there.
Due to our insurance policy, we cannot facilitate exchanges. The same person who drops off the bag needs to collect it too.

HOSTS

To be a host, you need to run a business with storage space for at least 5 bags. The most successful hosts have late hours and/ or are close to transport hubs or tourist attractions.
At CityStasher we aim to connect local shops and hotels who have unused secure space (such as a back room or basement) with tourists who need somewhere to store their bags - CityStasher is a great way to monetise this spare space! You make money on every bag you store, right from the first bag, and there are no set up fees. Many of our hosts make around £100 a month, and those in prime locations can make up to £1000 a month. As CityStasher grows, these figures will only rise. Our research shows that 25% of CityStashers go on to buy something from the StashPoint when they drop off their luggage.
It’s easy: CityStasher HQ takes care of everything in terms of of organisation, administration and insurance. You’ll receive email updates of when bookings come in, and you can check them online on your Host Dashboard, and all you need to do is follow the security procedure when a customer drops their luggage with you. This involves checking their booking reference, ID, asking security questions and storing their bags safely until they return. We’ll send you a Welcome Pack with everything you need!
Security is our top priority at CityStasher; it’s equally important for us, for customers, and for hosts to have confidence in our business and running smooth operations. So StashPoints will only be approved and featured on our website once they have passed our checks. These checks include: having a secure storage space (either a basement, backroom or garage) that is only available to StashPoint staff; the space is lockable and there is always a member of staff available to monitor access to it; the CityStasher team must be satisfied that you are able to competently run the bag drop and collection process. We are looking for friendly staff who will give customers confidence in using CityStasher and encourage them to return. We periodically run inspections of our StashPoints to ensure operations are up to standards. We respond quickly to any feedback less than 5-star. Hosts found to be negligent and not up to our standard will be given one final warning, before being dropped from our network.

If you haven't found the answer to your question email us at info@citystasher.com or use the online chat on the bottom right.