Do you have questions about any of our services? We’ve answered some of our frequently asked questions below. However, if you still aren’t able to find an answer to your burning question, all you have to do is contact us! You can give us a call at (866) 340-4399 or send us an email to We’re always happy to answer any questions you may have!

What services does City CoPilot offer?

We are a concierge service for both travelers and those local to New York City. We offer daily luggage storage, key exchange for hosts and guests, cleaning and turnover, and package acceptance. We also provide a way for you to get discounted rates on tours and attractions, as well as airport transportation. Just ask one of our CoPilots how you can save on those sight seeing tours or Broadway tickets. We’re here to help!

You can read more information about these offerings on our Services page.

Where is City CoPilot located?

City CoPilot is has multiple locations in New York. We have storefronts in the Lower East Side, Times Square, and more locations coming soon. We’re conveniently located throughout the city to make it easier for you to stop in and pay us a visit! Exact addresses of each location are listed below.

What are City CoPilot’s store hours? CHECK HOLIDAY HOURS

Our Lower East Side and Brooklyn store hours are as follows:

  • Monday through Sunday – 9:00 AM to 7:00 PM

Our Times Square store is open during the following hours:

  • Monday through Sunday – 9:00 AM – 7:00 PM

For each of our locations, we do provide an in-store key exchange service. This service is available 24/7 as long as you have a previous reservation. We also offer extended hours upon request, so if you need to come after-hours, please give us a call. We kindly ask that you contact us 24 hours in advance if you require our services outside of the daily operating hours.


Thanksgiving – CLOSED
Christmas Eve Day
Lower East Side: 10am-4pm
Times Square: CLOSED
Christmas Day – CLOSED
New Years Eve Day
Lower East Side: 10am-4pm
Times Square: CLOSED
New Years Day – CLOSED

What is a key exchange credit?

One key exchange credit includes the pick-up and drop-off.

Can I set up an account for myself in case I lock myself out of my apartment?

Absolutely! We know how frustrating it can be when you accidentally lock yourself out of your apartment. For this reason, we have created this service to give you peace of mind, knowing that you’ll always have a spare key available to you.

In order to do this, you just need to create an account on our website, drop off an extra set of your keys at one of our locations, and we’ll take care of the rest. Again, we would like to remind you that key pickup without a reservation is only available by the key owner. If you are the key owner and need to pick up your keys outside of our daily operating hours, you are able to make a reservation so we can provide a lockbox for you.

How does the after-hour lockbox work?

We’ve put together a short instructional video to show you how our City CoPilot lockbox works. Watch the video below to find out and be sure to share it with any guests who may be using the service.

Can I store my luggage for more than one day?

Yes! While our primary focus is daily luggage storage, we also offer short-term luggage storage as well. This service is usually under 10 days. If you are interested in short-term luggage storage, you can contact us to arrange it.

How many pieces of luggage can I store at your facility?

Our facility is able to accommodate as many pieces of luggage as you can carry! So, there’s no need to worry if you have multiple bags you’d like to keep in storage. Currently, bags are stored at $10 per bag, per day. We charge a flat rate for luggage storage, regardless of the size of the item.

How many packages are included with my monthly package acceptance subscription?

If you don’t have a doorman or you’ll be unavailable to get your packages that are being delivered, we do offer package acceptance. We provide a monthly package acceptance subscription that makes it easy and affordable for you to have a safe place to deliver your packages.

While we would love to accept all of your packages, our stores are still small shops within New York City. Our unlimited package acceptance plan allows for five packages per day. You’ll want to make sure you also check out size restrictions as well.

If a monthly package acceptance subscription isn’t for you, we also offer a one-time package acceptance. This is perfect for those times when you just won’t be home to get a package off your doorstep. This service is only available at our Lower East Side and Times Square locations.

Is there a size and/or weight limit to the packages you can accept?

Unfortunately, yes. We ask that you do not send major appliances, large furniture, or any oversized packages to our locations. We consider an oversized package to be any package over 25 pounds and/or over 2 x 2 cubic feet.

If we do accept your oversized package (and we do not guarantee that we will), it must be picked up within 24 hours. If it is not picked up within 24 hours of delivery, we will charge your account an oversize fee of $3 each day the package is kept in one of our stores.

Real talk: We had a customer leave a massive air conditioner in one of our stores for over 60 days! It was not cool, so now we need to have these rules in place. So, before you have any packages delivered to one of our locations, please check the size and weight prior to having it shipped.

How can I receive discounts on attractions and tours while visiting the city?

If you’re planning to take a sight seeing tour or take in a Broadway show while you’re in the city, we offer discount codes for our customers. If you’re interested, asked one of our CoPilots how you can save on seeing some of the most popular New York City attractions!

Which airports are included in the airport transportation service? How many people is it for?

If you need transportation to the airport, we have partnered with major providers in the area to give you safe, reliable, and affordable transport. This transportation service is for La Guardia, JFK, and Newark airports. It’s perfect for small and large groups. Ask one of our CoPilots in store how you can reserve airport transportation during your stay.