Lost & Found

At Hilltop Retreat, we understand that in the excitement of travel and checkout, personal belongings can sometimes be left behind. While we do our best to assist guests with recovering lost items, we ask that all guests review the following Lost & Found policy to understand how such situations are handled.

Guest Responsibility

Guests are solely responsible for their personal belongings during their stay. We encourage guests to do a thorough walkthrough of the property before departure, including bedrooms, bathrooms, common areas, outdoor spaces, and vehicles.

Hilltop Retreat is not responsible for items lost, forgotten, or left behind, but we will make reasonable efforts to assist when possible.

Found Items

If an item is discovered by our cleaning or management team after checkout:

• The item will be logged internally with the date and location found.

• Perishable items, toiletries, open food, and low-value personal items may be donated or discarded immediately for hygiene and safety reasons.

• High-value or identifiable items (e.g. electronics, wallets, keys, jewelry) will be securely stored for a limited time.

Storage Period

• Lost items are held for up to 30 days from the date of checkout.

• After 30 days, unclaimed items may be donated, discarded, or otherwise disposed of at management’s discretion.

• Hilltop Retreat does not guarantee the condition of stored items over time.

Reporting a Lost Item

If you believe you have left something behind, please contact us as soon as possible via email with the following details:

• Full name on the reservation

• Date(s) of stay

• Description of the item (including colour, brand, or identifying features)

• If you can, approximate location where the item may have been left

Please note that we cannot begin a search without sufficient identifying information.

Item Retrieval & Shipping

• Guests are responsible for all shipping, courier, packaging, and handling costs where applicable.

• We do not ship items until postage and handling fees are paid in full.

• Shipping timelines are dependent on staff availability and courier services.

• We are not responsible for loss or damage once an item is handed over to a courier.

Local pickup may be arranged by appointment only, subject to availability.

Items We Cannot Guarantee to Recover

Due to the nature of short-term rentals, we cannot guarantee recovery of items left in:

• Shared or common spaces

• Outdoor areas

• Garbage, recycling, or laundry bins

• Bedding or linens that have already been laundered

• Properties with same-day turnovers

Liability Disclaimer

Hilltop Retreat, its owners, and its staff are not liable for lost, stolen, or damaged personal items, whether during or after a guest’s stay. By booking and staying at the property, guests acknowledge and accept this policy.