Our latest case study explores how the leading luxury hotel has upgraded guest experience

Hyatt Regency London – The Churchill is Hyatt Regency’s flagship UK hotel. Tucked behind Hyde Park, in the heart of London’s West End, it’s a 5* hotel with 440 rooms, a restaurant, bar, a spa and 12 function rooms.

Offering the ultimate luxury guest experience is their priority.

What was the problem with lost property?

Unfortunately, managing lost property was absorbing a considerable amount of staff time at the hotel. Furthermore, it was having a detrimental effect on the guest experience.

  • Each item was registered on paper initially, then re-registered into a log book and stored
  • The analogue nature of the system meant guests were often left on hold whilst members of staff searched the storage room
  • The lack of digital audit trail also led to frequent escalations to security around high value items

What was Hyatt Regency London’s ambition?

The hotel’s ambition was to implement a new process that would free up staff time and ensure a guest experience in line with the Hyatt Regency brand.

Hyatt Regency London The Churchill lost property

The NotLost solution

Hyatt Regency London – The Churchill implemented NotLost’s innovative digital software to tackle the issues they were having with lost property.

As a result of this implementation, the team have reduced the time spent registering lost property from 10 minutes to just 2 minutes per item. This is reducing time spent by 80%.

Furthermore, enquiry handlng now only takes 1 minute on average. This is a staggering reduction in time and therefore increase in operation efficiency.


reduction in time spent registering lost property

How it works for Hyatt Regency London – The Churchill

Using NotLost has transformed the way lost property is managed.

Supervisors now simply take a photo at the point an item is found (e.g. in the room) and the NotLost system creates a detailed digital report. The use of image recognition technology has eliminated the risk of human error and incomplete descriptions.

“With pictures, you can find items really quickly and confirm with the guest instantly. Guests feel like we really care.”

Talent Development Manager 

When handling enquiries from guests, staff can search in real-time using a combination of keywords, images and dates. As a result, fast response times and a clear process are helping to ensure an excellent experience for guests.

Fuerthermore, items are also visible on the system from the moment they are found. There are no mistakes around identifying items and staff do not have to physically check the storeroom.

“The team love it and most importantly the guest receives a quick response to their enquiry. NotLost is a great system to use, very efficient and easy.”

Executive Housekeeper 

Lastly, every action taken on the platform is tracked. This helps reduce the chance of escalations and ensures accountability across the team. Furthermore, detailed reporting in the NotLost platform helps to you track and dispose of unclaimed items.

For best practice tips for handling items, have a read of our disposal best practice guide or our recent blog on how to manage items safely during COVID-19.

Hyatt Regency London The Churchill hotel lost property

Every hotel would benefit from lost property software

We’re very proud to be supplying our world-leading software to such a prestiguous hotel. The NotLost team are passionate about creating a product that is easy for hotel staff to use and ensures guests have a better experience with lost property. All whilst returning more items back to their rightful owners.

If you’re interested to see how our lost property solution could work for your hotel, get in touch with us!

Request a demo here to speak to one of our dedicated sales team who will show you around the platform.

Or, give us a call on +44(0)20 8037 3970 or drop us an email

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