Guest laundry terms
Clear, fair terms — nothing in the fine print.
The policies that protect your guests, your garments and your peace of mind. Written plainly, printed on your in-room cards, and never hidden.
01Liability & compensation
Our liability for any lost or damaged item is limited to five times that item's cleaning charge. Garments are handled with professional care, but this cap keeps expectations clear and fair for everyone. We recommend guests keep high-value or irreplaceable items with them.
02Making a claim
Claims must be raised within 24 hours of the order being delivered to the concierge, quoting the original booking ID from the confirmation. This short window lets us investigate accurately while the details are fresh. Reach us by phone or email and we'll respond promptly.
03Collection & delivery point
The hotel concierge is the single collection and drop-off point for every order. Guests leave garments with the concierge and collect them from the same desk — our drivers coordinate directly with front-of-house, so nothing relies on room access or guest timing.
04Our relationship with your hotel
Hotel Guest Laundry is an independent third-party laundry provider. We operate alongside your property to deliver garment care; we are not an employee or agent of the hotel, and the hotel is not liable for the laundry service itself.
05Stain treatment
We apply professional stain treatment where appropriate, but complete removal cannot be guaranteed due to the nature of stains and turnaround timelines. If we assess that treatment isn't viable, we won't attempt it — and you won't be charged for treatment not performed.
06Delicate & designer fabrics
Cashmere, silk, linen, angora and similar delicate fabrics require specialist handling and attract a surcharge, confirmed before we proceed. Designer and luxury garments are individually assessed; complex pieces may be quoted at pickup.
07Payment
A payment method is held on file at booking. The final charge is adjusted to reflect the actual items processed — so guests only pay for what's cleaned. A flat pickup-and-delivery fee applies per order.
08Same-day express
Same-day express is available for orders placed before 10am, subject to capacity, and carries a 100% surcharge on all items in the order. Availability is confirmed at booking.
A note on stains & delicate fabrics
We apply professional stain treatment, but removal cannot be guaranteed due to stain type and turnaround timelines — you're never charged for treatment we choose not to attempt. Cashmere, silk, linen and similar fabrics are handled with specialist care and attract a surcharge, always confirmed before we proceed.
The four policies that matter most
Liability cap
If an item is lost or damaged, liability is capped at five times its cleaning charge.
24-hour claims
Any claim must be made within 24 hours of delivery, quoting the original booking ID.
Concierge hand-off
The hotel concierge is the single collection and drop-off point for every order.
Independent provider
Hotel Guest Laundry is an independent provider operating alongside your hotel.
Woven through the journey