Frequently Asked Questions

Our FAQ database.

General

Our Client Services Team is available to assist you with any questions you may have, from 9:00AM to 9:00PM PST, 7 days a week, and can be reached through 778-820-0377, info@storagehotel.ca, or Live Messenger Chat.

We would have emailed you after booking an order with us, as well as 1-2 days prior to your Supply Drop-Off, Pick Up, and Delivery dates. 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.

We service a select number of school campuses and nearby neighbourhoods across Metro Vancouver, British Columbia, Canada.

The main school campuses we service include:
  • The University of British Columbia Vancouver (UBC)
  • Simon Fraser University Burnaby (SFU)
  • The British Columbia Institute of Technology (BCIT)
  • Capilano University (CapU)
  • Langara College
  • Douglas College Coquitlam
If there is a school or location that you would like to see Storagehotel service, please contact us to let us know!

Our storage facilities are located throughout Metro Vancouver in British Columbia, Canada. As we include moving and transporation with our service, as well as due to security and insurance reasons, we cannot disclose the exact locations. Our storage facilities are not accessible by the public, the locations are not public information, and they are equipped with security systems, 24-hour surveillance, and climate and humidity control.

We do our 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 are carefully selected by our executive team, have gone through thorough background checks and criminal record checks, and are trained to prioritize service and care.

Pricing

We keep pricing simple. We charge a monthly flat rate for each item stored with us. Prices for each item vary, and are displayed on our Get Started page. Your monthly storage costs begin on the day we pick up your items, and stops once we deliver your items back to you. We do not charge any per-minute or per-hour labour fees, so you know exactly what to expect.

We also provide free large storage boxes to help you pack your items. These are completely free, provided that you store them with us. Our storage boxes come in one convenient size: 18.25” x 18.25” x 20.5” — or 4 cubic feet. They're heavy-duty, environmentally friendly, certified by the Forest Stewardship Council®, and yours to keep forever!

Every year, we have a pre-selected number of dates where we plan to be on and near certain school campuses. If you are located near these schools, you may schedule your appointments on the corresponding dates for free! Refer to the list of dates on our How It Works page, or simply enter your address during checkout to view your corresponding dates. If none of our free dates work with your schedule, you are welcome to schedule appointments on custom dates for a $45 Custom Date fee.

Here's a pricing example: Let's say you live on campus, and schedule your appointments on our free dates. To store 1 of our Free Storage Boxes ($15/month) and 1 Snowboard ($15/month) from April 13th to September 12th, you will be charged a total of $120 plus tax.

You are welcome to store your items for as long as you'd like! We do not have any minimum or maximum storage duration requirements.

Apart from our typical pricing shown to you during booking, there may be fees applicable for the following misdemeanours:
  • $20 – Late Booking/Rescheduling Fee (bookings/reschedules made within 72 hours prior to the initial or rescheduled appointment)
  • $35 – Unthawed/Wet Fridge (please unplug, thaw, clean, and dry your fridge 2+ days before pick up)
  • $20 – Overweight Fee (storage box or item weighing over 50lbs, from the reasonable discretion of our moving team)
  • $35 – Missed Appointment/Late Appearance (15 minutes late) (e.g. showing up 15 minutes late to your pick up appointment)
  • $6 – Returned/Unused Free Storage Box
  • $10 – Unreturned Moving Blanket Rental
Please note that all fees are subject to change based on situation and circumstance.

Booking

We recommend booking our service as soon as you know you will need storage. Due to high demand, our storage facilities typically get booked up for the summer.

We typically require bookings to be done at least 72 hours before your Pick Up Date. Keep in mind that if you need any supplies dropped off (storage boxes, packing tape, moving blankets, mattress bags, etc.), you will have to book 72 hours before your scheduled Supply Drop-Off Date.

If you have a last minute booking within 72 hours of the Supply Drop-Off Date or Pick Up Date you choose, 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 Drop-Off/Pick Up/Delivery date are subject to a $20 Late Booking Fee that will be invoiced separately after your booking.

Our large storage boxes and packing tape are provided free of charge, given the storage boxes are stored with us. We also offer other packing supplies such as moving blankets and mattress bags. We drop all of these off to you during a Supply Drop-Off date of your choice.

Upon booking, you can select a Supply Drop-Off date for us to drop off your storage boxes, tape, and other packing supplies you may have ordered. This date can be prior to us picking up your items, giving you plenty of time to pack.

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 any Supplies dropped off, (storage boxes, packing tape, moving blankets, etc.), you will have to book 72 hours before your scheduled Supply Drop-Off Date.

If you have a last minute booking within 72 hours of your Pick Up or Supply Drop-Off Date, 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 Drop-Off/Pick Up/Delivery date are subject to a $20 Late Booking Fee that will be invoiced separately after your booking.

If you are unavailable for a Supply Drop-Off Appointment, 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. Please contact us if you're unsure about anything — we're here to help!

Our large boxes measure 18.25” in length, 18.25” in width, and 20.5” in height — or 4 cubic feet.

We recommend ordering more boxes than you think you’ll use, to make sure you have enough. You are able to return any unused boxes to our staff during your Pick Up Appointment for a full refund of the storage cost, minus a $6 restocking fee per box.

Please take care of any unused storage boxes you plan to return. We do not offer refunds of storage costs for any unused storage boxes that are damaged or simply not returned during your Pick Up Appointment.

If you have unused storage boxes, you are able to return any unused boxes to our staff during your Pick Up Appointment for a full refund of the storage cost, minus a $6 restocking fee per box.

Please take care of any unused storage boxes you plan to return. We do not offer refunds of storage costs for any unused storage boxes that are damaged or simply not returned during your Pick Up Appointment.

If you retrieved free storage boxes from us but decide to cancel your entire order with us prior to us picking up your items, you will be subject to our refund policy stated on the next line item below.

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 Drop-Off 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 immediately.

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

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

Yes, we do!

Click here to access our detailed packing guide, outlining must dos, tips, and tricks. Please review the guide before you pack.

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.

There are some things you should be careful about storing, as we do not cover them against loss or damage:

  • Skis and snowboards without proper casing or protection.
  • Jewelry, coins, cash, and collectibles.
  • Items of intangible or intrinsic value.
  • Extremely fragile items (e.g. mirrors).
  • Temperature sensitive items.
  • Improperly packed and protected items, including delicate items such as monitors, TVs, speaker systems, or computers that are not properly protected in their original boxes, or furniture that is not adequately wrapped or protected.

Our moving team has the right to reject any items that are improperly packed. Please do not hesitate to contact us to ensure you follow the proper steps to pack and protect your items.

Due to the safety of our moving team, the maximum weight we accept for each storage box or item you store is 50 pounds. Boxes or items weighing in excess of 50 pounds may incur a $20 overweight fee from the reasonable discretion of our moving team. Thoughtful packing will reduce the risk of damage, and save you money!

Protecting your stand-alone items is very important, and must be considered when packing. Shocks received during moving and transportation may cause damage. It is always better to over-protect than under-protect.

Please consider the following suggestions when packing and protecting your items:

  • Use Moving Blankets: If an item is delicate, such as your skis or snowboard, consider using moving blankets and tape to wrap and protect it. You are able to rent moving blankets from us for the summer. Simply contact us prior to your Supply Drop-Off date, and we'll be able to drop them off during your Supply Drop-Off Appointment.
  • Skis and Snowboards: Use a dedicated ski or snowboard bag, or wrap them 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 tape.
  • Bed Frames: Disassemble your bed frame, fold, and tape all the pieces together. If there are any screws or bolts, keep these separately in a secure bag in one of your other boxes.
  • Drawers & Bins: When storing drawers or bins, tape the doors and lids shut. Anything inside the drawers and bins should be firmly packed and secured to prevent shifting or damage during moving and transportation.
  • TVs & Monitors: When packing TVs or monitors, it is best to use the original manufacturer's packaging. If you no longer have the original packaging, we recommend carefully packing them into a properly sized box, and protected using foam protection, moving blankets, and bubble wrap. TVs and monitors can be stored outside a box, but we are unable to insure it or be liable for any sort of damage that occurs during moving, transport, or while in storage.
  • Microwave: Remove the glass insert in your microwave, and pack it with one of your other boxes. We recommend you carefully wrap and secure it with a moving blanket or towel to protect it from damage, or damaging other items in your box.
  • Carpets & Rugs: Tightly roll up your carpets and rugs, and tape them in multiple places to secure them. We also recommended that you wrap them in plastic to prevent dust and dirt from collecting or transferring to other items during transportation and storage.
  • Lamps: Remove the light bulbs and cover the lamp shade with a plastic bag. Wrap in a moving blanket or towel and secure with tape to prevent damage during transport.
  • Suitcases & Luggage: Make sure that your suitcases and luggage are properly locked or securely taped to prevent the contents from spilling during moving and transportation.

Pick Up

The default location for picking up your items is at the main entrance, drop-off zone or the most convenient location accessible by our staff closest to your building. This is typically at the main entrance, nearest loading bay, curbside, or parking lot to your building. We will email you to let you know exactly where we will meet you 1-2 days prior to your scheduled Pick Up Date. You are responsible for moving all of your items from your room to this meeting location.

The Room Service Add-On means that our moving team will pick up all of your items directly from your room! Our moving team will meet you at the entrance of your building for you to guide them to your room. This service costs $25 each appointment, regardless of how many items you have.

We gladly service off-campus addresses near the main school campuses we service.

Every year, we have a pre-selected number of dates where we plan to be on and near certain school campuses. If you are located near these schools, you may schedule your appointments on the corresponding dates for free! Refer to the list of dates on our How It Works page, or simply enter your address during checkout to view your corresponding dates.

The main school campuses we service include:
  • The University of British Columbia Vancouver (UBC)
  • Simon Fraser University Burnaby (SFU)
  • The British Columbia Institute of Technology (BCIT)
  • Capilano University (CapU)
  • Langara College
  • Douglas College Coquitlam
If you are located far away from any of these schools, please contact us to see if we are able to service your area.

We gladly communicate 2-hour time windows for when you can expect our arrival, which are much more condensed than other moving companies. You will receive an email 1-2 days prior to your Pick Up Date with a 2-hour time window for when you can expect our arrival.

We will call/text you around 15 minutes prior to our arrival to give you a heads up.

We will then arrive at a time within the 2-hour time window, and call/text 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 15 minutes to meet our moving team at the designated pick up location. You will be charged $35 if you are 15 minutes late in meeting our staff or do not show for an appointment. Our moving team follows a strict moving schedule, and any delays may cause delays throughout the entire schedule.

Please do not worry if we are not there immediately at the start of your 2-hour time window. We are likely finishing up with another customer, and are on the way!

If you have time restraints on a certain day, we recommend rescheduling your appointment to another day (with a minimum 72 hour notice) by contacting us immediately.

Another option is to have a roommate/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 your appointment on a Custom Date for an additional fee ($45). Please contact us as soon as possible and we will try our best to accommodate your needs!

If you need to change your Pick Up date, address, or contact information, please contact us immediately.

If you need to reschedule your Pick Up appointment, please contact us immediately. Appointments rescheduled within 72 hours prior to the initial appointment date or made 72 hours prior to the rescheduled date are subject to a $20 Late Booking/Reschedule Fee.

Delivery

The default location for picking up your items is at the main entrance, drop-off zone or the most convenient location accessible by our staff closest to your building. This is typically at the main entrance, nearest loading bay, curbside, or parking lot to your building. We will email you to let you know exactly where we will meet you 1-2 days prior to your scheduled Pick Up Date. You are responsible for moving all of your items from your room to this meeting location.

The Room Service Add-On means that our moving team will pick up all of your items directly from your room! Our moving team will meet you at the entrance of your building for you to guide them to your room. This service costs $25 each appointment, regardless of how many items you have.

We gladly service off-campus addresses near the main school campuses we service.

Every year, we have a pre-selected number of dates where we plan to be on and near certain school campuses. If you are located near these schools, you may schedule your appointments on the corresponding dates for free! Refer to the list of dates on our How It Works page, or simply enter your address during checkout to view your corresponding dates.

The main school campuses we service include:
  • The University of British Columbia Vancouver (UBC)
  • Simon Fraser University Burnaby (SFU)
  • The British Columbia Institute of Technology (BCIT)
  • Capilano University (CapU)
  • Langara College
  • Douglas College Coquitlam
If you are located far away from any of these schools, please contact us to see if we are able to service your area.

That's alright! Please enter the delivery address you think you'll be living at during booking.

Once you have confirmed your new address, please contact 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.

We gladly communicate 2-hour time windows for when you can expect our arrival, which are much more condensed than other moving companies. You will receive an email 1-2 days prior to your Delivery Date with a 2-hour time window for when you can expect our arrival.

We will call/text you around 15 minutes prior to our arrival to give you a heads up.

We will then arrive at a time within the 2-hour time window, and call/text 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 15 minutes to meet our moving team at the designated delivery location. You will be charged $35 if you are 15 minutes late in meeting our staff or do not show for an appointment. Our moving team follows a strict moving schedule, and any delays may cause delays throughout the entire schedule.

Please do not worry if we are not there immediately at the start of your 2-hour time window. We are likely finishing up with another customer, and are on the way!

If you have time restraints on a certain day, we recommend rescheduling your appointment to another day (with a minimum 72 hour notice) by contacting us immediately.

Another option is to have a roommate/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 your appointment on a Custom Date for an additional fee ($45). Please contact us as soon as possible and we will try our best to accommodate your needs!

You must remove the moving blanket when you receive your items back and return the blanket to our staff during your Delivery appointment. If you ordered Room Service, our staff will help remove the blankets for you.

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

If you need to change your Delivery date, address, or contact information, please contact us immediately.

If you need to reschedule your Delivery appointment, please contact us immediately. Appointments rescheduled within 72 hours prior to the initial appointment date or made 72 hours prior to the rescheduled date are subject to a $20 Late Booking/Reschedule Fee.

Questions?

Our dedicated Client Services Team is available to assist you.

778-820-0377   |   info@storagehotel.ca   |   Live Chat

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