Frequently Asked Questions

Stasher looks great... How does it work?

Do you need somewhere to store your luggage? You’ve come to the right place! We work with a network of thousands of shops and hotels who have secure extra space. Customers place bookings through our website or app 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 and remember to bring photo ID.

Is Stasher safe?

Yes, absolutely. All of our Stashpoints are vetted by Stasher and have a secure area for storing your luggage. You will receive a uniquely numbered luggage tag and each bag is guaranteed for up to £2,500.

How much does it cost?

Stasher’s aim is to provide convenient storage at up to 50% less than station luggage facilities. In most of our locations the price is just £6, €6 or $6 per item per day - select a Stashpoint to see exact price. The price covers the whole day the Stashpoint is open. No problem leaving your bag overnight! You'll be charged for the number of days on the booking. Our Stashpoints are located just a few minutes walk from all main tourist attractions and transport hubs, and cost over 50% less. Plus, your bag is guaranteed up to £2,500!

Is there a size limit on what I can store?

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.

Can I get a refund?

We know plans change so any booking can be cancelled up until the drop off window begins. To cancel your booking please log into your account, and under ‘My Bookings’ find the booking you’d like cancelled and refunded. We cannot refund bookings after the drop off time has elapsed unless in special circumstances, e.g. a delayed flight, or if you made a booking in error and have placed a new booking. In this case, please email [email protected] with documentation (e.g. screenshot of flight delay or new booking ID) and we will see what we can do.

Can I extend my booking / add more bags?

Certainly! We can’t do this for you as we do not store card details, so place place another booking for the extra days/ bags and email us at [email protected] with your original and new booking IDs. We will then update the host of the extension / addition!

Do I need to book in advance?

It's always good to book in advance, but many people book the day before or on the same day. Most of our places have lots of space for bags so you can book last minute on our website or mobile app!

Is there a Stasher app?

Yes! Find us on the App Store and Google Play. Feel free to give us 5 stars!

Where can I find a Stashpoint?

With thousands of locations worldwide, Stasher 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. Here you can see the price per bag and each site’s opening hours. If we don’t have a Stashpoint in your city, write to us at [email protected] to let us know where you’d like us to be - we’re always expanding! If you’d like to work with us as a host, click "Become a host" at the top of the page to get in touch.

What sort of thing can I store with Stasher?

Our main focus is suitcases, but we can store bikes, sports equipment and strollers too, please email us if you have a particular request and we’ll do our best to accommodate it!

Can I leave my passport/ other travel documents in my bag?

No. No passports or travel documents should be left within your bags while they are stored with Stasher. Keep travel documents with you at all times.

What about my valuable items? Are they covered?

Every bag booked through Stasher (formerly CityStasher) may have access to a guarantee up to £2,500 (or equivalent in other currencies) against theft or damage when left at Stashpoints.

Please note that we only guarantee bags booked through Stasher. Make sure you do not pay cash directly to the Stashpoint, because we will only be able to cover items booked through Stasher. Paying directly to Stashpoints is a violation of our terms and conditions.

If your luggage is stolen or damaged while in storage, please contact Stasher and we will help you to process the guarantee. We always encourage travellers to lock their bags while travelling, especially when storing anything valuable.

Although the safety of your luggage is our highest priority, we nevertheless strongly advise you not to store travel documents, keys or valuable electronics (e.g. phones) that might be essential on your trip.

If you have any questions or need to get in touch about theft or damage, please email us at [email protected]. Please provide us with your booking confirmation, your contact details, an explanation of what happened, and a police report in the event of a theft.

Our T&Cs prohibit the storage of certain items, including cash and securities. Please see our guarantee page for more details.

Does the booking have to be made online?

Yes, bookings must be made online through the website or via our app for guarantee 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 guarantee cover if you do not book online.

Help! I’m running late, can I still collect my luggage?

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!

Can I store my bag for longer than a few days?

Yes! If you require long-term storage, get in touch at [email protected] and we’ll get back to you with a discounted quote.

What do I need to bring with me on the day?

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 matches the tag attached to your stored bag. When you collect your bag, bring this counterpart and your ID.

Can I change the name on a booking / can someone else pick up?

For specific changes of name on a booking or requests for different people to pick up / drop off, please email [email protected] ahead of time and we’ll update the host! Remember, the new person must also present the booking confirmation number and ID.

Help! The Stashpoint is closed.

We're very sorry - rarely factors out of our control mean shops may be open different times to their normal opening hours. If this is the case, call us straight away on UK: +4420 3355 3544. or US: +1 (914) 764-2401. We will a) contact the host to find out how soon they can open; or b) if we can't reach them, arrange for storage as nearby as possible. If neither are possible, we will of course refund you for the inconvenience. Within reason, we may help cover alternative travel arrangements you may need to make.

If you have a plane to catch, we strongly recommend not missing your flight. It is normally cheaper to ship bags than to re-book a plane ticket. This is why we also insist that you keep all necessary travel documents with you.

Please do take careful note of the opening hours - if you arrive after the Stashpoint has closed to collect your luggage, there is not a lot we can do, but we will always try our best to help.

What safety precautions are in place for Covid-19?

To keep you and other customers safe, please be aware Stasher are advising all customers and hosts of these following guidelines:

Maintain a distance of 2 meters from other customers and staff
Transfer bags by placing them on the floor for the customer to pick up, rather than passing directly
Follow the guidance of local government in regards to: travel, social distancing and Personal Protective Equipment.
Provide and use hand sanitiser if possible.
We recommend taking photographs of luggage tags and applying tags to the bags yourself

Thank you for Stashing safely!

How can I check my upcoming bookings?

To check upcoming bookings please visit the Host Dashboard. You will also receive a booking confirmation email every time a customer makes a booking.

How can I check how much commission I’ve earned?

To check how much commission you’ve earned, simply go to the Host Dashboard.

How and when do I get paid?

We pay Hosts directly into their bank account around the 10th of every month. You don’t need to send us an invoice - we’ll pay you automatically.

Haven’t submitted your payment information yet? No problem, just fill out this online form and we will pay you any owed commission in the next payment round.

If you are unsure whether we have your bank details or have any further questions around your commissions payment, please contact our team at [email protected].

How can I update my listing?

If you would like to update your bag capacity or opening hours you can do this via the Host Dashboard. If you would like to update anything else, please send us an email at [email protected] and we will update this for you.

How do I access the Host Dashboard?

Simply visit https://hosts.stasher.com/login, enter the email address you used to register with us, and enter your password. If you can’t remember your password, click ‘Forgot Password?’ and create a new one. If you still can’t access the Host Dashboard after following these steps, drop us an email at [email protected] and we’ll help you out!

What do I do if I need to close my Stashpoint?

The easiest thing to do is drop an email to [email protected] with your upcoming closed dates as far in advance as you can so we can update our system and make sure you receive no bookings on specified dates.

Emergency? We know these things happen! If for some reason you can't open today, please give us a call on +44 20 3355 3544 so we can take you off the website as soon as possible.

I’m not receiving booking confirmation emails, what should I do?

Usually this is because emails are being caught in a spam folder. If you have checked your spam folder and still can’t find the booking confirmation emails, send us an email at [email protected] and we’ll see what we can do!

I’ve run out of tags, how do I get more?

You can order more tags via your Host Dashboard! Simply log in the host dashboard, click on 'Update listing and order tags', and then select 'Request tags'. We'll send some over as soon as possible.

How can I get some Stasher signage?

Do you think you could display some Stasher signage to invite people in to store their bags as your Stashpoint? Great!

We are currently distributing the following signage:

Stickers (about the size of your hand)
Posters (for the wall or adhesive for the window)
Projecting flags (attached to the front of the store to be seen from down the street, they don't need to be screwed on the wall)
Pavement signs (waist-height, self standing signs to be put outside on the pavement)

If you can think of anything else you would use to advertise Stasher to your customers, please let us know!

To order signage, please email us at [email protected] or give us a call at +44 20 3355 3544.

Where can I buy PPE to protect my employees?

If you are in need of PPE, Stasher has negotiated an exclusive discount of 10% OFF all face masks and gloves for any Stasher Host. Element Packaging is a professional supplier of hygiene and provides products for Europe's largest healthcare distributors. Simply enter the code STASHER10 at checkout to claim yours here.

We can also help you install hand sanitisation stations (either hands free, foot pump operated or hand pump operated). For more information email [email protected].

Am I eligible to be a Host?

To be a Host you will need to run a business that has secure storage space for at least 5 bags (a back room/basement with a lock) and have regular opening hours.

I'm eligible to be a Host, why should I sign up?

At Stasher we aim to connect local shops and hotels that have unused secure space (such as a back room or basement) with tourists who need somewhere to store their bags - Stasher is a great way to monetise this spare space! As well as this, some Hosts have said that up to 50% of Stasher customers go on to buy something from their Stashpoint when they drop off their luggage.

Does it cost me anything to be a Host?

Nope, it doesn’t cost anything to be a Stasher Host!

How much money can I earn as a Host?

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 £200 a month, and those in prime locations can make up to £3500 a month. As Stasher grows, these figures will only rise. The most successful hosts have late hours and/ or are close to transport hubs or tourist attractions.

How do I sign up?

So you want to run a Stashpoint, earn extra revenue, and be part of a growing community of over 1000 Stasher Hosts worldwide? We'd love to have you! To sign up, visit our Become a Host page (stasher.com/becomeahost) and fill in the online form.

Is there a vetting process?

Security is our top priority at Stasher; 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 Stasher 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 Stasher 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.

I've signed up to become a Host, what happens next?

Thank you for signing up! We're always so happy to hear that our Host network is growing. Once you have filled in the Become a Host form you will receive an email with another form to fill in, this form will ask for your payment details and act as a contract once you are accepted onto our platform. Once you have filled this in, a member of the team will review your application and be in touch to discuss the next steps!

If it has been over 10 days and you still haven't heard from us, you can get in touch by sending an email to [email protected] and we can check on the progress of your application for you.