Frequently Asked Questions

Our Client Services Team is available to assist you with bookings or questions from 9:00AM to 5:00PM PST, 7 days a week, and can be reached through:

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

We respond within 24 hours.

We serve students at a number of locations across Canada. This includes the Metro Vancouver and Greater Toronto Area, and students who attend the University of British Columbia (UBC) and the University of Toronto (UofT).

Please refer to our service areas below:

Metro Vancouver Greater Toronto Area We may at times be able to service an area outside of our typical service areas. please call, email, or live chat with us to inquire.

If there is a specific location where you would like to see Storagehotel service, please call, email, or live chat with us to let us know!

Our storage facilities are located across Canada, and are kept clean and secure to the highest standards.

Since moving and transportation are included within our service, and to ensure top security, our storage facilities are not accessible to the public.

Moving and transportation are included within our service. If you prefer dropping off or picking up your items yourself, please call, email, or live chat with us to inquire.

To align with the student schedule, we have a 4-month storage minimum, but you are welcome to have your items delivered back to you before the storage minimum. We'll just charge you for the remaining time. We do not prorate storage fees. You may store for as long as you'd like!

You should receive an email from us immediately after booking on our website, or within 24 hours of contacting us via email.

Please check your junk/spam mail folder. If you still can't find an email from us, please call, email, or live chat with us immediately.

You can change your payment information or view receipts by signing in to your account and visiting the “Account” tab.

If you need to change your contact information, including your email, phone number, or address, please call, email, or live chat with us immediately.

Yes, depending on the scope. Please call, email, or live chat with us to inquire.

We keep pricing simple and upfront.

Storage Cost
This is the cost to store your items. This is a monthly cost that begins on the day we pick up your items, and ends once we deliver your items back to you.

Appointment Cost (Pickup/Delivery)
This is the cost for us to pick up or deliver your items. This is a one-time cost per appointment based on demand, starting at $0.

Room Service Cost (optional)
This is the cost to have our team lift and move all your items directly from your unit to our truck, or from our truck to your unit. This is a one-time cost per appointment. We do not charge any variable per-minute or per-hour labour fees.

Protection Plan Cost
To ensure your items are financially covered against unexpected events, and for your peace of mind, this is the cost to cover loss or damage up to your Protection Plan's total dollar amount. This is a monthly cost that begins on the day we pick up your items, and ends once we deliver your items back to you. The cost depends on the Protection Plan you select.

Shipping Service Cost (optional)
If you would like your items shipped, this is the cost to have our team measure, weigh, and coordinate your items for shipping. This is a one-time cost.

Visit our Pricing page to view our current pricing and build a flexible storage plan.

Storagehotel offers flexible storage plans — you only pay for what you store, and not for empty space. During booking, you will select the items you want to store with us, and our website will instantly give you accurate pricing.

The typical storage plan for a student is usually at least 7 Storagehotel Large Boxes. We recommend you order more boxes than you think you need. You can always return unused boxes during your Pickup appointment at no charge.

There may be fees applicable for the following misdemeanours:

• $125 — Overweight Fee (For each item/box weighing 50-70 lbs. Please note our weight limit of 50 lbs.)
• $10 per box — Box Replacement Fee (For unreturned, or damaged and unused Storagehotel boxes.)
• $5 per roll — Tape Replacement Fee (For unreturned tape if no Storagehotel boxes were used.)
• $125 — Wet Fridge Fee (If your fridge is not completely defrosted, dry, and empty. Please unplug, dry, and leave your fridge door open at least 3 days before pickup.)
• $45 — Cancellation Fee (Cancellation or rescheduling of an appointment made within 72 hours prior to the appointment, or in between Supply and Pickup appointment dates.)
• $50 + Room Service — Late Appearance Fee (If you show up 15 minutes late to your appointment without all of your items.)
• $75 — Missed Appointment Fee (If we cannot reach you upon our arrival or you do not show up for your appointment within 30 minutes.)
• $50 — Overdue Payment Fee (Overdue payment after 2 additional attempts within 7 days.)

Please note that all fees are subject to tax, and may change based on situation and circumstance.

If your payment fails, you will be notified via email, and we will reattempt the payment periodically over the next 7 days. An Overdue Payment Fee of $50 will apply to your account if your payment continues to be overdue after 7 days. Clients with unpaid payments will not be able to retrieve their items or have any appointments.

Storage plans that are 45 days overdue will be considered abandoned, and all associated items will immediately be deemed property of Storagehotel and donated or disposed of.

If you expect to not be able to make a payment on time, please call, email, or live chat with us immediately and we will do our best to work something out with you.

Storage space is always guaranteed; however, appointment dates are based on availability on a first-come, first-served basis.

Summer Storage:
Each year, we open up summer storage bookings in the spring. Before bookings open, you may register for summer storage for free. Registering will guarantee you storage space for the summer without any commitment. After you register, you will be notified via email when you can “book” — to select what you will be storing and your Pickup appointment date.

We provide free Storagehotel Large Boxes and tape, provided you store them with us. Storagehotel Large Boxes are conveniently sized at 18" x 18" x 16", and are certified under the Sustainable Forestry Initiative^® program and Forest Stewardship Council^®.

By adding free Storagehotel Large Boxes to your custom storage plan during booking, you will be able to select a free Supply appointment date. On the Supply appointment date you select, we will drop off the number of boxes you ordered along with tape.

Storagehotel Large Boxes are conveniently sized at 18" x 18" x 16".

The typical student uses at least 7 Storagehotel Large Boxes. We recommend you order more boxes than you think you need, as you can always return unused boxes during your Pickup Appointment at no charge.

Ordering more boxes is always better, as it not only prevents you from running out of boxes during packing, but also helps prevent overweight fees. An Overweight Fee will automatically be charged for each box/item weighing 50-70 lbs. There is a weight limit of 50 lbs per box/item, and repacking during pickup is not permitted.

We provide free Storagehotel Large Boxes and tape, provided you store them with us. Unused boxes and tape must be returned at your Pickup appointment. Unused boxes and tape that are not returned, or are returned with damage, are subject to a Box Replacement Fee per box and Tape Replacement fee per tape roll.

If you collect boxes and tape from us but decide to cancel your entire order before we pick up your items, you will be charged a Box Replacement Fee for each box you collected, a Tape Replacement Fee for each tape roll you collected, and a Cancellation Fee, all subject to our cancellation policy.

We use Dynamic Pricing to ensure fairness and availability. All Pickup and Delivery appointment dates start at $0 on a first come, first served basis, and prices increase with demand. This allows us to maintain our reliable and high-quality service for all our clients, even on our busiest days.

You are only permitted to schedule your Supply appointment on the same day as your Pickup appointment if there are no earlier Supply appointment dates available. We will try to give you a Supply Arrival Time Window that is earlier than your Pickup Arrival Time Window on the same day. While we will try our best to give you as much time as possible to pack in between appointments, we cannot guarantee you a certain amount of time.

We cover loss or damage up to your Protection Plan's total dollar amount. A Protection Plan is required to ensure your items are financially covered against unexpected events, and for your peace of mind. During booking, you may select from Minimum or Standard coverage.

Please fill out our Protection Plan form emailed to you before your items are picked up. Otherwise, you will not be covered by your selected Protection Plan. We do not refund Protection Plan fees.

All our Protection Plans do not cover damage to Fragile Items, as defined in our Fragile Item Policy.

In the unlikely event of loss or damage, we will cover up to the reasonable and proven value of the specific item, and up to your Protection Plan's total dollar amount for that individual booking. Damage will only be covered if you can evidently prove that the damage was caused to the item while it was being transported or stored by Storagehotel by filling out our Protection Plan form.

You can email us to file a claim.

If you need to reschedule or cancel your booking, please call, email, or live chat with us immediately.

A $45 Cancellation Fee applies to reschedules or cancellations made within 72 hours prior to the appointment, or in between your Supply and Pickup appointment dates.

If you cancel your storage booking prior to 72 hours before your Pickup appointment, you will not be charged a Storage Cost since your storage cost begins on the day we pick up your items.

We specialize in the storage of boxes and common household items for students. Items that are most commonly stored with us include our free Storagehotel Large Boxes, suitcases, and bags.

Items that we CANNOT store and are prohibited include:

• Food, perishable items, dry foods, or items made of edible ingredients (e.g. rice, flour, pet food, edible decorations, etc.)
• Non-sealed liquids (e.g. non-sealed or poorly sealed liquid food or drinks, liquid cleaning supplies, liquid care products, etc.)
• Batteries, flammable materials and liquids, or items that could explode or cause fire (e.g. battery packs, batteries for electric bikes or scooters, gas canisters, aerosol cans, etc.)
• Any illegal substances, drugs, or illegal items or goods illegally obtained
• Firearms, explosives, weapons or ammunition
• Hazardous, toxic or radioactive goods, biological agents, harmful chemicals, powder, or materials
• Pollutants, contaminated goods, asbestos or other materials of a potentially dangerous nature
• Cash or securities, coins, precious stones, jewellery, antiques, fine art, or high-value items
• Animals, birds, fish, or any other living creatures
• Waste or other items which do or could emit any fumes, smell or odour
• Extremely fragile items
• Certain large appliances, large furniture, and vehicles
• Items of poor cleanliness

Please avoid storing Fragile Items with Storagehotel. Certain items require extra preparation, care, and handling during transportation and storage, and are easily susceptible to damage due to their fragile nature. Please review our Fragile Item Policy before you consider storing Fragile Items. Please review our Fragile Item Policy before you consider storing Fragile Items.

We have the right to reject any items that do not comply with our standards, are improperly packed, or are of poor cleanliness. If you have an item of unique nature or are unsure if we can store it, please call, email, or live chat with us.

Please carefully review our mandatory packing guide before you pack.

It is important to strategically pack, protect, and pad your items with high-quality packing materials such as bubble wrap.

For the safety of you and our team, an Overweight Fee of $125 will automatically be charged for each item/box weighing 50-70 lbs. There is a weight limit of 50 lbs per box/item, and repacking during pickup is not permitted.

We highly encourage you to strategically distribute weight across a number of boxes, making them safer and easier to carry for yourself and our team. Thoughtful packing and organization will reduce the risk of injuring yourself or our team, prevent damage to your items, and save you money!

All mattresses must be fully sealed in a proper mattress bag in order to be stored with us. Mattress toppers must be sealed in a proper mattress bag, or a heavy-duty garbage bag.

We have the right to reject any mattresses or mattress toppers that are not fully sealed in a bag, mattresses of poor cleanliness (no matter if they are sealed in a mattress bag or not), or mattresses that we suspect to contain foreign contamination (i.e. bed bugs).

If you need a mattress bag, please call, email, or live chat with us and we will provide you a mattress bag during your Supply or Pickup Appointment.

Yes, depending on the scope. Please call, email, or live chat with us to inquire.