What are the steps to take in case of lost Airbnb key?

In Summary

Losing the keys to an Airbnb can be a worrying situation, whether you are a host or a tenant. However, by following certain steps, it is possible to manage this mishap effectively. Discover below the procedures to follow.

What should the tenant do in case of lost key?

Losing the keys to your Airbnb can turn a pleasant stay into a stressful situation. Fortunately, by acting quickly and applying the right procedures, you can avoid complicating the situation further. Here are the actions to take if you are a tenant and have lost the keys.

Contact the host immediately

The very first thing to do is to contact your host as soon as you realize you have lost the keys. This is essential because the host is the person most capable of helping you resolve the issue. They may have a spare key, be in contact with a property manager, or give you specific instructions, such as a nearby key box.

To contact the host, it is recommended to use the Airbnb messaging system, which allows you to leave a written record of your communication. This step is important for two reasons:

1. Responsibility: It shows that you reported the loss promptly, which can be useful if a problem arises later.
2. Organization: Airbnb messaging centralizes all exchanges related to the reservation, making it easier to track the situation in case of a dispute.

Sample message to send to the host:

Hello [Host’s Name],
I am contacting you to inform you that I have lost the keys to the accommodation. I apologize for this incident and would like to know the procedures to remedy this.
Could you tell me if a spare key is available or if I need to contact a locksmith?
Thank you for your understanding.
Best regards,
[Your Name]

Potential costs to anticipate

In most cases, if the key is inaccessible, you will be responsible for the costs associated with managing this incident. These costs may include the intervention of a locksmith, the creation of new keys, or even the complete replacement of the lock if necessary.

It is important to note that these costs can be deducted from your security deposit, and it is essential to discuss them with the host to avoid misunderstandings. Before paying or contacting a service provider, ensure you have the host or property manager’s approval, as some hosts prefer to handle such situations directly.

Average cost for tenants

Costs related to lost keys vary depending on the type of intervention required and the local provider. Here is an overview of the average costs tenants might expect:

• Calling a locksmith: If you are locked outside the accommodation and there is no spare key available, you will probably need to call a locksmith to unlock the door. Fees vary depending on the time (night or holiday interventions are often more expensive), but generally range between 100 € and 200 €.
• Replacing the lock: If the lost key cannot be found and the host wishes to change the lock for security reasons, the cost can quickly increase. The price of replacing the lock depends on the type and complexity of installation. Usually, these costs range between 150 € and 300 €.
• Creating a replacement key: If the host has a spare key, but still wants to charge you for reproducing the lost key, it can cost between 50 € and 100 € depending on the type of key (simple or secure key).

How to avoid additional costs

1. Check for insurance coverage: Some home insurance policies (if you have purchased one for long-term rentals) cover lost keys. You can also verify if your bank card insurance includes a guarantee for loss or theft of keys during a stay.
2. Request an estimate: Before agreeing to a locksmith or service provider’s intervention, always ask for an estimate of the costs to avoid surprises. This will also help justify the amounts claimed by the host.
3. Use preventive solutions: To avoid losing keys again, consider using a connected keychain or ask the host if there are solutions such as an electronic lock or a secure key box.

In case of dispute

If you believe that the charges requested are excessive, or if the host refuses to cooperate, you can use Airbnb’s resolution center to open a formal dialogue. This platform allows tenants and hosts to negotiate costs or compensations and avoid unnecessary conflicts.

Steps for the host in case of lost key

When you are a host on Airbnb, the loss of a key by a tenant can quickly become a security issue. It is therefore important to react rapidly and effectively to protect your property and maintain a good relationship with your tenants. Here are the steps to manage this situation as a host.

Provide a duplicate key

The best way to prepare for the possible loss of keys is to always have a duplicate available. Keeping a spare key allows you to react immediately without having to involve a locksmith, saving time and money, both for you and your tenants. Make sure this duplicate is easily accessible in case of need.

Practical tips:

• Store spare keys in a secure and quickly accessible place, but not in the rented accommodation itself.
• If you manage multiple properties, keep a register of keys for each property to avoid losing track.
• If you are not located in the same city as the property, entrust the duplicate to a trusted person such as a neighbor or a property manager.

Use a secure key box

To avoid being contacted at any time to hand over keys in person, installing a secure key box can be a practical solution. It allows tenants to access the property without your presence, especially in case of unforeseen events like lost keys. However, it is important to choose a certified and standards-compliant model, as some home insurance policies exclude coverage for theft in cases where a non-compliant key box is used.

How to choose a key box:

• Choose a certified model: Ensure that the box complies with the security standards required by your insurance. Some models are designed to resist attempted break-ins and have reinforced systems.
• Change the code regularly: To prevent the code from being easily divulged, change it after each stay, and especially after any lost key incident.
• Discreet placement: Install the box in a discreet location, away from direct view, to minimize the risk of break-ins.

Warning! Key boxes can pose risks if not well secured. It is therefore essential to check with your insurance whether using a key box is covered in case of theft.

Advantages and disadvantages of a key box:

Ensure the safety of the property after a lost key

In case of lost key, it is essential to secure the property quickly. If the lost key contains information that could identify the property, such as a tag with the address or personal details, it is often safer to proceed with the change of the lock, even if this may generate additional expenses.

1. Change locks: If you suspect that the lost key might be recovered by malicious persons, it is recommended to have the locks changed. You can then claim these costs from the tenant if the situation warrants it.
2. Check your insurance: Make sure your home insurance covers incidents related to lost keys. Some policies exclude damages or theft if a key box is used or if the lock is not changed after an incident.
3. Consider more secure solutions: You may also consider installing an electronic lock. This type of lock, controllable remotely via smartphone, allows you to reset access codes after each stay, thereby avoiding issues related to physical key loss.

Open an Airbnb claim

When disputes arise between a host and a tenant regarding charges related to lost keys or lock replacement, Airbnb offers a transparent management solution through its resolution center. This service allows hosts and tenants to negotiate costs or compensations and avoid unnecessary conflicts.

Why use the resolution center?

The Airbnb resolution center is a dedicated space where hosts can submit a claim in case of material damages, including losses of keys or lock replacement fees. Instead of dealing directly with the tenant, Airbnb acts as an intermediary to manage claims and decide on a possible withholding from the security deposit.

This helps both parties avoid unnecessary conflicts and resolve disputes fairly according to Airbnb’s policies. Here is how to open a claim as a host.

Open a deposit retention request

In case of lost key or damage, it is crucial for the host to act quickly. Airbnb gives you a 14-day window after the tenant’s departure to submit a request for withholding from the deposit. This period allows you to gather all the evidence needed (receipts, quotes, photos of damages) and file a formal claim.

Steps to follow:

1. Log into your Airbnb account
   • Access your dashboard on Airbnb and select the relevant reservation. This will let you view all information related to the stay, including the security deposit amount and the tenant’s contact details.
2. Submit proof
   • The claim must be accompanied by tangible evidence justifying the costs. This can include replacement invoices for keys, quotes for a new lock, or photos showing damages.
   • Upload these documents directly on the Airbnb platform to have your claim considered. The clearer the proof, the easier it will be to demonstrate the validity of your claim.
3. Respect the deadlines
   • Remember that you must submit these proofs before the 14-day deadline. If the tenant does not respond or disputes your request, Airbnb may step in to resolve the issue.

Download proofs

Proofs are an essential element to ensure that the claim is processed quickly and successfully. You need to provide documents that clearly justify the claimed costs. Here are some examples of proofs you can upload:

• Invoices from the locksmith
• Quotes for changing the lock or creating new keys
• Photos showing damage related to the lock (if applicable)
• Any prior communication with the tenant mentioning the loss of keys or potential costs

Claim opening process:

Claim follow-up

Once the request is submitted with proof, Airbnb will keep you informed of the claim’s progress. You can track the progress directly on your dashboard and view the responses from the tenant. If the tenant agrees to the claim, Airbnb may withhold part or all of the security deposit to cover the costs.

When rejected or disputed:

• If the tenant disputes the amount or refuses to pay, Airbnb can act as a mediator to find a solution. In this case, Airbnb will review the evidence provided by both parties and make a decision according to its policies.

Practical tip: To avoid prolonged disagreements, it is recommended to always communicate clearly with the tenant from the start of the stay and explain the rules in case of lost key. This may include potential costs to anticipate in case of incident, reducing the risk of conflict.

Home insurance and key box: What you should know

Using a key box is a practical solution for Airbnb hosts wishing to offer more flexibility to their tenants. However, it is important to understand the implications of this device regarding security and coverage by your home insurance.

Risks related to using a key box

Although a key box provides a certain convenience, especially by allowing tenants to access the property remotely, it also presents risks that home insurance policies may consider unacceptable. Many home insurance contracts exclude coverage for theft committed via the use of a key box. This is due to several reasons:

• Key boxes are sometimes considered poorly secure, especially if poorly installed or placed in visible locations. Thieves can easily target these devices.
• If multiple tenants know the access code, this increases risks of accidental disclosure or misuse.
• Some key boxes are not sufficiently robust and can be forced or ripped off, allowing malicious persons to access the key and consequently the property.

What does a standard home insurance cover?

Standard home insurance generally covers damages related to break-in theft, provided that the break-in meets strict criteria, such as forced entry through a door or window. However, when access to the residence is facilitated by a key box, some insurers consider that there was no break-in in the traditional sense and therefore refuse to cover the losses or damages.

Here is a summary table of the types of damages typically covered and not covered by home insurance when a key box is used:

How to stay covered?

1. Check your insurance conditions: Before installing a key box, carefully read the clauses of your home insurance contract. Some insurers offer options to cover theft via a key box, provided the box meets specific security standards.
2. Choose a secure key box: If you decide to use a key box, select a certified model that complies with security standards. Shock-resistant and standards-compliant key boxes may be accepted by some insurers. Make sure your box is firmly fixed and placed in a discreet location to reduce risks.
3. Regularly change the access code: To prevent the code from being widely known or misused, change it frequently, especially after each tenant’s departure. Never share the code via insecure channels.
4. Consider a smart lock: An alternative to the key box is installing a smart electronic lock, which allows remote access control. This type of lock can offer better security, and some home insurances might be more willing to cover properties equipped with such devices.

Conclusion

Losing keys to an Airbnb can be an anxious situation, but by following these steps, you can handle it more calmly. Whether you are a host or a tenant, having a procedure in place allows you to react quickly and avoid unnecessary complications.

Further information

https://www.youtube.com/watch?v=c58xzXhES-c