A guest may need medication, work equipment, or a replacement phone charger during a trip. Another may want to forward all their mail for a longer stay. These requests sound similar but can require very different arrangements. Start by understanding the request instead of offering a blanket promise.
Explain the delivery setup before a guest relies on it. Separate one-off packages from postal forwarding, and agree on any exception in writing.
1. Describe what is actually available
Check where each carrier leaves deliveries and who has access. An apartment mailbox may belong to the owner, while parcels are left in an unsecured lobby. A remote cabin may not receive door-to-door delivery at all. Tell guests about those limitations before they place an order.
Decide who, if anyone, can receive a parcel and what happens if it arrives before check-in or after checkout. Do not promise a concierge service you cannot operate. A short written delivery policy is more useful than an ambiguous “packages are fine.”
- Is there a guest-accessible mailbox or secure parcel area?
- Can the property receive deliveries from the requested carrier?
- Must the guest be present to accept or sign for the item?
- Who will handle a delayed, lost, or incorrectly addressed delivery?
2. Distinguish packages from mail forwarding
A one-off order and a USPS change of address are separate arrangements. USPS describes temporary forwarding and Hold Mail as different services with eligibility and timing rules. Guests should check those requirements directly with USPS and confirm that the destination can receive their mail.
Do not submit a forwarding or hold request for someone else without proper authorization. If an item arrives for a former guest, ask the carrier how to handle it; do not open it or promise an improvised forwarding service.
Official reference: USPS: forwarding and change of address.
3. Ask these questions before agreeing
For an exception, identify the expected delivery date, carrier, size, and whether a signature is needed. You generally do not need to know the private contents. If the guest says an item is essential or time-sensitive, be candid about the limits of your setup.
Ask the guest to choose an alternative they have confirmed with the carrier if delivery cannot be supported. A staffed pickup point may be an option, but do not assume every carrier or parcel qualifies. Let the guest arrange the service and receive its terms directly.
A message you can adapt
Use the version that matches your property. The bracketed details should describe a real arrangement, not a future service you hope to provide.
A template to adapt
4. Handle unexpected mail without a confrontation
If a parcel appears without an agreement, tell the guest where it is and discuss a practical handover within your capabilities. Record any arrangement in the reservation conversation. Avoid publishing the shipping label, tracking number, or the guest’s address in a group or review.
Receiving mail is not a reliable shortcut for deciding tenancy or occupancy rights. Those questions depend on local law and the facts. Seek local advice if there is a real dispute, rather than relying on a Reddit comment or a line in your house rules.
5. Put the policy where guests will find it
Include a short delivery note in your listing or house guide, particularly for properties that commonly host work trips or longer stays. Keep the same operational information on your independent property website.
Before the next arrival, check that your policy matches what the cleaner, co-host, and building staff can actually do. A policy that depends on someone collecting parcels needs their agreement too.
Written by the JustStay team. Official references checked on October 16, 2026. Platform policies and features can change; consult the linked guidance when making a decision. JustStay is independent of Airbnb and Vrbo.