Missing Equipment
Written by Emily Hill
Updated at February 12th, 2026
What to say when a guest reports an item as “missing”
- Start out by saying something comforting
- I'm sorry you lost your item, let's start our by filling out a lost and found report in our system (Chargerback)
- Let them know in most cases skis and snowboards are grabbed accidentally due to people not paying attention. In a lot of cases, items will get returned.
- Let them know we can fill out a policy report.
- Let them know camera footage isn't something that can be immediately reviewed
- Let them know managers do have access to camera footage, but in most cases, it doesn't identify a person or theft.
- In most cases it will show someone in ski gear taking skis. It is often not the concrete evidence guests think it is.
- Offer up suggestions of reaching different rental shops to see if their equipment accidentally returned somewhere it wasn't supposed to be.
- Let them know you have passed their information off to your management and they will contact them about the possibility of reviewing camera footage.
- Let guests know to be patient and hopefully their item will just turn up.
If a guest would like to see camera footage
Unfortunately, we are unable to release security footage due to our company
policies and legal considerations. Our surveillance recordings may contain
images of other individuals and sensitive business information and releasing
them could violate privacy laws and confidentiality obligations.
Consider adding below statement depending on circumstances.
If this matter involves a legal or law enforcement issue, we encourage you to
contact the appropriate authorities. We are happy to cooperate with law
enforcement if they submit a formal request