Hotels & concierge

For hotels, resorts & concierge services

When a guest has already left Vietnam, Gateway Express can collect the item they left behind, confirm it with photos, pack it and ship it to them through the DHL, FedEx and UPS international networks – reaching 220+ countries and territories.

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What we do for your guests

We help your guests get back the things they left behind in Vietnam. With the guest's approval, we:

✓Collect the item from you
✓Send photos to the guest to confirm
✓Pack it for international shipping
✓Ship it with tracking

We coordinate the collection and shipping with you. Import duties and customs checks in the destination country are outside our control. Our specialists can check this for your shipment before you send it.

Guests can read how it works for them on our forgotten items page.

How it works for hotels and resorts

Ask your guest to contact us, or send us their contact details with their permission.
We send the guest a quote and a letter of authorization to sign.
You hand the item to our team in Ho Chi Minh City or Da Nang. For other locations, contact us and we'll confirm how it can be collected.
We photograph the item for the guest, pack it and ship it. The guest pays us directly.

How it works for concierge services

Send us your client's item details, where it was left, and a signed letter of authorization from your client. We confirm what's needed, send a quote, and keep you and your client updated with tracking once it ships.

We confirm the estimated transit time with the quote.

What we need

The item description, where and when it was left, any lost-property reference number, the delivery address, and the owner's signed authorization. Requirements vary by airport and hotel – we confirm them with you.

What we cannot ship

We don't ship passports, ID cards or other travel documents, cash or bank cards, or spare lithium batteries and power banks. Medicines, perfumes and aerosols need checking first. If we find one of these items in a guest's bag, we won't ship it – we set it aside and tell the guest.

See the full list of items we can't ship.