Short answer
Show the hotel your waybill and the Delivered entry, then ask staff to check who received the bag. Check the destination and guest name on the receipt against your booking. If the hotel still cannot locate it, contact Yamato’s English customer service. Do not assume the suitcase is lost, or arrange another shipment before its location is clear.
Do this now
- 1Confirm that you are tracking the right suitcase.
Match the number on the receipt with the Delivered entry. Check each receipt separately if you sent more than one bag.
- 2Show reception the destination and delivery entry.
Compare the hotel branch, street address, reservation name and check-in date. Similar hotel names are a reason to check the receipt, not proof of a misdelivery.
- 3Ask for an internal handover check.
As practical checks, ask reception about the bell desk, luggage room or back room and whether the bag was logged under another spelling or the sender’s name. These are suggestions, not a standard hotel procedure.
- 4Contact Yamato if the bag is still unaccounted for.
Give English customer service the tracking number, displayed delivery entry and the result of the hotel’s checks. Ask the carrier to clarify the delivery.
The destination on the waybill is different
If the receipt names another hotel or address, use the wrong-hotel guide. First establish whether it has actually been delivered there. Do not ask staff to send an unidentified bag elsewhere.
The hotel address is correct, but nobody can locate it
Yamato’s delivered-but-not-received FAQ asks recipients to check whether somebody else received the parcel, then contact English customer service if unresolved. At a hotel, checking the staff handover is a practical application of that advice; it does not establish who signed for your suitcase.
If the tracking entry is actually In Transit, On Hold or Delivery Attempted, use the not-arrived guide instead.
If that fails
Ask the carrier what it needs to investigate and how you should follow up. Keep your receipt and notes of the hotel’s checks. If you are checking out, explain that to the carrier before agreeing on a new receiving arrangement.
Only if you need storage for other bags while resolving this problem, ask your hotel about storage. A storage booking does not solve a missing delivered shipment.
Useful Japanese
配達完了になっていますが、荷物が見つかりません。 — Tracking says delivered, but I cannot find my luggage. Show staff the tracking entry.
Official sources
Check the source directly if your journey depends on a detail.
Checked against official Japanese sources · Last verified September 28, 2026