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Frequently Asked Questions (FAQ)

General


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+ How do I contact you?

Our Guest Services Team is available to assist you with any questions you may have, and can be reached by phone, email, or live chat. Please visit our Contact Us page to view all the methods to contact us.

+ I never received any emails from you. What's going on?

We would have emailed you after booking an order with us, as well as scheduling or confirming your collection, pick-up, and delivery appointments. Please check your junk/spam mail folder as it may have landed in there.

If you still can't find an email from us, please contact us as soon as possible.

+ Where do you service?

We service a select number of school campuses across British Columbia, Canada, which include:

  • The University of British Columbia Vancouver
  • UBC Vantage College
  • St. John's College
  • Green College

We also service select areas of Vancouver. Please refer to our pick up and delivery map displayed on the how it works page for details.

If there is a location that you would like to see Storagehotel operate in, please contact us to let us know!

+ Where do you store my items?

Our storage facilities are located throughout the Lower Mainland in British Columbia, Canada. We cannot disclose the exact locations due to security and insurance reasons, but all warehouses are equipped with security systems, 24-hour surveillance, and climate control.

Our team will do their best to ensure your boxes and items are secure and tamper-proof when our team picks them up. When packing, please do your best to secure your boxes and items to ensure maximum security and durability.

All of our staff members have been through thorough background checks and criminal record checks, and have been trained to treat service and security as priorities.

Pricing


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+ How does pricing work?

We keep pricing simple. We charge one flat rate per item stored for every term (approximately 4 months, ie. a summer or term in the school year). Prices for each item vary, and are displayed on our Get Started page.

We offer FREE pick up and delivery of your items anywhere on campus on our key dates. For those who live outside of campus, we charge a flat fee for pick up or delivery. Please refer to the pricing map on our How It Works page, or contact us for more details.

Here's a pricing example: If you live on campus, and store 1 of our Free Storage Boxes ($15/month or $60/term) and 1 Snowboard ($15/month or $60/term for one summer (approximately 4 months), you will be charged $120 plus tax.

Since you live on campus, and in our free delivery zone, pick up is completely free! Let's say you move to West 4th and Alma when you return to school in September, which falls in our $10 pick up/delivery zone. Delivering your items back to you would simply cost $10, which would be charged upon delivery.

If you would like to continue storing these same items past the summer for an additional term, in this case the fall semester, you would simply not schedule a delivery date and automatically be charged another $120 plus tax at the start of the additional term.

+ Can I store my items for more than one summer or term (approximately 4 months)?

Absolutely! We make it easy for students by scheduling items on a term-by-term basis. As you can imagine, each “term” is approximately 4 months (the summer, the fall school semester, and the spring school semester).

If you’d like to store for more than one term, you can do so by:

  1. Making a booking on our website for the items you’d like to store, as if you were to do so for the summer or one single term.
  2. Upon making your booking, select "I would like to store my items for more than one term.” in the booking form.
  3. Contact us immediately after booking with the number of additional terms you'd like to store for, and we will make a note in your account, help you select a check-out/delivery date, as well as invoice you for the additional storage terms.

For items already in our storage, please contact us as soon as possible. Once we make a note in your account, we will add the appropriate amount of additional storage terms to your booking. Storage is billed on a term by term basis (approximately 4 months), and you will be appropriately invoiced for the additional storage duration.

+ Can I store my items for less than one summer or term (approximately 4 months)?

Of course! Just contact us as soon as possible to request an early delivery. We will fulfill your request and deliver your items within 72 hours. An advanced delivery fee ($45) will be charged for the delivery outside of our standard delivery dates.

+ Are there any additional fees?

We offer FREE pick up and delivery of your items anywhere on campus on our key dates. For those who live outside of campus, we charge a flat fee for pick up or delivery. Please refer to the pricing map on our How It Works page, or contact us for more details.

There may be additional fees for extra services.

  • $10 – Unreturned/Unused Free Storage Box
  • $10 – Unreturned Moving Blanket
  • $35 – Overweight Fee (storage box or item weighing over 50lbs)
  • $35 – Unthawed Fridge (please unplug, thaw, and clean your fridge before storing)
  • $35 – Late Booking Fee (bookings within 72 hours from scheduled supply collection/pick up/delivery date)
  • $35 – Late Reschedule/Missed Appointment (without 72 hours notice from scheduled supply collection/pick up/delivery date)
  • $2/minute - Late Appearance after 10 minutes from Pick Up/Delivery phone call
  • $45 – Custom Appointment (Collection/Pick-Up/Delivery/Etc.) Fee (i.e. a custom delivery date outside of our key pick up/delivery dates)
  • $45 – Advanced Delivery Fee (i.e. delivery of your items on any dates outside our key pick up/delivery dates)
  • $25 + $10 per week late fee for late payments on invoices
  • $70 – Special 1-Hour Appointment Time Window Requests

Unused box returns, order modifications, and order cancellations are subject to fees listed in the Booking section in the FAQ.

Storing mattresses require the mandatory purchase of a fully enclosed mattress bag from Storagehotel.

Please contact us if you would like to purchase additional insurance for your items.

Please note that all fees listed are subject to change based on situation and circumstance. Please contact us if you have any questions.

Booking


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+ When is the latest I can book an appointment?

We recommend booking our service as soon as you know you will need storage. We typically need bookings to be done at least 72 hours before your scheduled supply collection/pick up date. Keep in mind that if you need to pick up any supplies (storage boxes, packing tape, moving blankets, etc.), you will have to book 72 hours before your scheduled supply collection date. Pick up and supply collection dates can be found on the how it works page.

If you have a last minute booking within 72 hours of the pick up date or supply collection date, you may still see an option to book on our online booking form, but if not, please contact us as soon as possible and we will do our best to accommodate your request! Please note that any bookings within 72 hours of your supply collection/pick up/delivery date are subject to a $35 late booking fee that will be invoiced separately after your booking.

+ How do I get my free storage boxes, tape, and other supplies?

Storage boxes and tape are provided free of charge to our customers prior to the summer season in March and April, and again in December for the winter season.

Our staff stop at convenient locations around campus on certain dates and times for you to pick up your supplies. On your sign-up form upon booking, you can select which Supply Collection date, time, and location on your campus to pickup your boxes and tape.

We recommend booking our service as soon as you know you will need storage. We typically need bookings to be done at least 72 hours before your scheduled Pick Up date, and if you need to pick up any supplies (storage boxes, packing tape, moving blankets, etc.), you will have to book 72 hours before your scheduled Supply Collection date.

If you have a last minute booking within 72 hours of the Pick Up date or Supply Collection date, please contact us as soon as possible and we will do our best to accommodate your request!

+ What if I am unavailable during the Supply Collection dates?

If you are unavailable during the Supply Collection dates, we recommend asking your roommate, friend, or family member to retrieve the boxes for you. Otherwise, you can purchase your own boxes and adjust your booking according to the size and quantity of your boxes. Contact us if you're unsure about anything - we're here to help!

Our box measures 18 1/4” x 18 1/4” x 20 1/2” – or 4 cubic feet.

We recommend ordering more boxes than you think you’ll use, to make sure you have enough. Yyou are able to return them to our staff during your Pick Up date for a full refund of the cost of booking the unused storage boxes, minus a $6 restocking fee per box. Unused storage boxes that are not returned by your Pick Up date will result in you being charged an unused box fee of $10 each box.

+ Can I return unused boxes?

If you have unused storage boxes, you are able to return them to our staff during your Pick Up date for a full refund of the cost of booking the unused storage boxes, minus a $6 restocking fee per box. Unused storage boxes that are not returned by your Pick Up date will result in you being charged an unused box fee of $10 each box.

If you retrieved free storage boxes from us but decide to cancel your entire order with us prior to storing your items, you will be subject to our refund policy stated below.

+ How do I modify or cancel my order? What is your refund policy?

You are entitled to a full or partial refund of your order, minus a 4.5% processing fee, within 7 days of the purchase date or within the time between your purchase date and 72 hours before your Supply Collection date or Pick Up date (only if you did not request any free boxes, tape, or supplies). After these given time periods, there are no refunds.

If you need to adjust or cancel your order, please contact us.

+ The item I plan to store is not listed on the bookings page.

We try our best to store anything – If the item you plan to store does not suit any category on our Get Started page, contact us to see if we can store it!

+ I'm not certain which category to book my item under.

If you are uncertain which category to book your item under, or if the item you plan to store does not suit any category on our Get Started page, contact us and we'd be happy to help!

Packing


+ Is there a weight limit on anything I store?

The maximum weight we accept for each storage box or item you store is 50 lbs. An overweight fee of $35 will be charged for each storage box or item over 50 lbs.

+ What can I store?

You can store almost anything you’d like, except for the items below:

  • Foodstuff or perishable items
  • Liquids or explosive devices
  • Harmful chemicals, powder, or materials
  • Any illegal substances, drugs, or items recognized as illegal according to local, provincial, or federal laws
  • Large furniture items, which may include assembled bed frames, desks, dressers, couches, futons, tables, recliners, and unboxed TVs

Please do not hesitate to contact us if you are unsure if we can store your item or not.

+ Do you have any packing tips for non-box items?

Here are some suggestions on how to pack some common items:

  • Moving Blankets: If a non-box item is delicate, such as your skis or snowboard, you are able to rent moving blankets ($9 each for Regular Duty, $15 each for Heavy Duty) from us. They would be given to you during your supply collection date.

  • Skis and Snowboards: Use a ski or snowboard bag or wrap your skis or snowboard with moving blankets and tape to prevent damage, especially on the base or edges. When storing skis, ensure that both skis are wrapped together using ski straps or moving blankets and tape.

  • Plastic Drawers: When storing your plastic drawers we recommend you tape the drawers shut. Anything inside the drawers should be firmly packed to prevent shifting during pickup/delivery.

  • TV: We accept TV's up to 50". When packing your TV it is best to use the original packaging. TV's can be stored outside a box, but we would be unable to insure it. If you no longer have the original packaging we recommend it be carefully packed into a box and protected using moving blankets and bubble wrap.

  • Refrigerator: Unplug your refrigerator for a minimum of 2 days with the doors open. This allows the refrigerator to defrost and dry which prevents mold from forming during storage. A fee will be charged if your refrigerator is not properly defrosted. Wrap up the cord and tape it behind the coils found on the rear side. Tape any drawers/shelves inside to prevent shifting during pick up/drop off.

  • Microwave: Remove the glass insert in your microwave and pack it with one of your other boxes. We recommend you carefully wrap it in a moving blanket or towel.

  • Rug: Roll up your rug and tape it in multiple places. We recommend the middle and both ends. It is also recommended that you wrap it in plastic.

  • Lamp: Remove the light bulbs and cover the lamp shade with a plastic bag.

Pick Up


+ What is the Room Service add-on?

The default location for check-out is at the main entrance or the most convenient location accessible by our staff closest to your building. We will email you to let you know exactly where we will meet you 24 to 48 hours before your scheduled check-out date.

The Room Service add-on means that we will pick up all of your items directly from your room! Our staff will meet you at the entrance of your building for you to guide them to your room. This service costs $25 each way ($50 total), regardless of how many items you have.

+ What if I don't live on campus?

For addresses outside of campus, we charge a flat fee for pick up. Please refer to the pricing map on our How It Works page, or contact us for more details.

For example, let's say you live at West 4th and Alma, and your address falls in our $10 pick up/delivery zone. You will simply be charged $10 upon pick up.

+ When will you arrive during my time window?

You will receive an email 24 to 48 hours before the day of your pick up with an appointment time window to expect our arrival.

We will arrive at a time within the time window, and call you upon our arrival. Please make sure your phone is on loud, and you are able to answer the phone during this time window. From the time we call you, you will have 10 minutes to meet our staff at the designated pick up location. You will be charged $2/minute for every minute you are late in meeting our staff.

Don’t worry if we do not call you or are not there immediately at the start of the time window, as we are likely finishing up with another customer and are on the way!

+ What if I'm only available for a part of my time window?

If you have time restraints on a certain day, we recommend rescheduling the pickup to another day (with a 72 hour notice) by contacting us as soon as possible.

Another option is to have a friend/family member be available at your residence for your appointment. Please select this option upon your initial booking.

If both of these options are not possible, you are able to schedule a custom pickup or delivery date with us for an additional fee ($45). Please contact us as soon as possible and we will try our best to accommodate your needs!

+ How do I change my check-in information?

If you need to change your check-in date or address, please contact us as soon as possible (with a minimum of 72 hours notice prior to your check-in date).

In the event that you need to change or edit appointment information when your scheduled check-in date is less than 72 hours away, you will be charged a late rescheduling fee of $35.

+ How do I reschedule my Pick Up date?

If you need to reschedule your Pick Up appointment, please contact us (with a minimum of 72 hours notice prior to your check-in date).

In the event that you reschedule a Pick Up date that is less than 72 hours away to the date, you will be charged a late reschedule fee of $35.

Delivery


+ What is the Room Service add-on?

The default location for check-out is at the main entrance or the most convenient location accessible by our staff closest to your building. We will email you to let you know exactly where we will meet you 7 days before your scheduled check-out date.

The Room Service add-on means that we will pick up all of your items directly from your room! Our staff will meet you at the entrance of your building for you to guide them to your room. This service costs $25 each way ($50 total), regardless of how many items you have.

+ What if I won't be living on campus when I need my things back?

For addresses outside of campus, we charge a flat fee for delivery. Please refer to the pricing map on our How It Works page, or contact us for more details.

For example, let's say you will be living at West 4th and Alma, and your address falls in our $10 pick up/delivery zone. You will simply be charged $10 upon delivery.

+ What if I don’t know where I’ll be living yet?

No worries! Enter the delivery address you predict you'll be living at.

Once you have confirmed your delivery address, please email us immediately. To prevent logistical issues, we recommend communicating this information as soon as you know, or at least 3 weeks prior to your delivery date. Failure to provide the correct delivery address without 72 hours notice will result in a $35 fee.

+ When will you arrive during my time window?

You will receive an email 7 days before the day of your check-out (delivery) with a 2 hour appointment time window to expect our arrival.

We will arrive at a time within the time window, and call you upon our arrival. Please make sure your phone is on loud, and you are able to answer the phone during this time window. From the time we call you, you will have 10 minutes to meet our staff at the designated delivery location. You will be charged $2/minute for every minute you are late in meeting our staff.

Don’t worry if we do not call you or are not there immediately at the start of the time window, as we are likely finishing up with another customer and are on the way!

+ What if I'm only available for a part of my time window?

If you have time restraints on a certain day, we recommend rescheduling the delivery to another day (with a minimum of 72 hours notice prior to your check-out date) by contacting us as soon as possible. Appointments rescheduled without 72 hours of notice are subject to a late rescheduling fee of $35.

Another option is to have your roommate, friend, or family member available at your residence for your appointment. Please select this option upon your initial booking.

If both of these options are not possible, you are able to schedule a custom delivery date with us for an additional fee ($35). Please contact us as soon as possible and we will try our best to accommodate your needs!

+ How do I return my moving blanket?

You must remove the moving blanket when you receive your items back and return them to our staff before your time window ends. If you ordered Room Service, our staff will help remove it for you.

In the event that you do not return your moving blanket, you will be charged an unreturned moving blanket fee of $10.

+ How do I change my delivery information?

If you need to change your check-out date or address, please contact us as soon as possible (with a minimum of 72 hours notice prior to your check-out date).

In the event that you need to change or edit appointment information when your scheduled appointment date is less than 72 hours away, you will be charged a late rescheduling fee of $35.

+ How do I reschedule my Delivery date?

If you need to reschedule your check-out appointment, please contact us as soon as possible (with a minimum of 72 hours notice prior to your Delivery date).

In the event that you reschedule a Delivery date that is less than 72 hours away, you will be charged a late reschedule fee of $35.

 
 
 

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For two brothers, dealing with their storage dilemma meant inventing a new process.

 
 
 

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