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

Summary

Losing the keys to an Airbnb can be an anxious situation, whether you are a host or a guest. However, by following certain steps, it is possible to manage this mishap effectively. Find 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. Luckily, by quickly adopting the right procedures, you can avoid further complicating the situation. 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’ve lost the keys. This is essential because the host is the most able to help you resolve the problem. 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, which allows you to leave a written record of your communication. This step is important for two reasons:

1. Responsibility: It shows you reported the loss promptly, which could 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 property. I apologize for this incident and would like to know the steps to fix it.
Could you let me know if a spare key is available or if I should contact a locksmith?
Thank you for your understanding.
Best regards,
[Your name]

Potential costs to expect

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

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

Average costs for tenants

Costs related to losing a key vary depending on the type of intervention needed and local providers. Here is an overview of the average costs a tenant may expect:

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

How to avoid additional fees

1. Check for insurance: Some home insurance policies (if you have one for long-term rentals) cover lost keys. You can also verify if your bank card insurance includes coverage for lost or stolen keys during a stay.
2. Request an estimate: Before agreeing to locksmith or service provider intervention, always ask for an estimate of costs to avoid surprises. This also helps justify the amounts claimed by the host.
3. Use preventive solutions: To avoid losing keys again, consider using a connected key holder 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 the fees asked 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 fees or compensation and avoid unnecessary conflicts.

Procedures for the host in case of lost key

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

Provide a spare key

The best way to prepare for a potential lost key is to always have a duplicate available. Keeping a duplicate key allows you to react immediately without resorting to a locksmith, saving time and money for both you and your guests. Ensure that this duplicate is easily accessible in case of need.

Practical tips:

• Store spare keys in a secure and quick-to-access place, but not inside the rental property itself.
• If managing multiple properties, keep a register of keys for each property to stay organized.
• If you are not present in the same city as the property, entrust the duplicate to a trusted person such as a neighbor or a property manager.

Using a secure key box

To avoid being solicited at all hours to hand over keys in person, installing a secure key box can be a convenient solution. It allows tenants to access the property without your presence, especially if unexpected issues like a lost key occur. However, it is crucial to choose a certified model and ensure it meets standards, as some home insurances exclude coverage for theft when a non-compliant key box is used.

How to choose a good key box:

• Opt for a certified model: Ensure the box complies with security standards required by your insurance. Some models are designed to resist break-ins and have reinforced systems.
• Change the code regularly: To prevent the code from being easily disclosed, 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-in.

Warning! Key boxes can pose risks if not properly 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:

Securing the property after a lost key

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

1. Change locks: If you believe the lost key could be recovered by malicious individuals, it is recommended to change the locks. You can then reclaim these costs from the tenant if the situation requires.
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 can also consider installing an electronic lock. This type of lock, controllable remotely via a smartphone, allows resetting access codes after each stay, thus avoiding problems related to physical key loss.

File a claim with Airbnb

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

Why use the resolution center?

Airbnb’s resolution center is a dedicated space where hosts can submit a claim for material damages, including losses of keys or lock replacement costs. Instead of dealing directly with the guest, Airbnb acts as an intermediary to handle claims and decide on a possible withholding from the security deposit.

This helps both parties avoid unnecessary conflicts and resolve disputes in a fair manner according to Airbnb’s policies. Here’s 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 guest’s departure to submit a withholding request from the security deposit. This period allows you to gather all evidence needed (receipts, estimates, photos of damages) and initiate a formal claim.
Steps to follow:

1. Log in to your Airbnb account
   • Access your dashboard on Airbnb and select the relevant reservation. This allows you to see all information related to the stay, including the security deposit amount and the guest’s contact details.
2. Submit proof
   • The claim must be accompanied by tangible evidence supporting the costs. This evidence can include receipts for key replacement, estimates for a new lock, or photos showing damages.
   • Upload these documents directly to the Airbnb platform so your claim can be considered. The clearer the evidence, the easier it is to prove the validity of your claim.
3. Respect deadlines
   • Remember to submit these proofs before the end of the 14-day period. If the guest does not respond or disputes your claim, Airbnb can intervene to resolve.

Download proof

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

• Invoices from the locksmith
• Estimates for lock change or new key creation
• Photos showing damages related to the lock (if applicable)
• Any prior communication with the guest mentioning lost keys or potential costs

Claim process steps:

Claim follow-up

Once the request is submitted with proof, Airbnb will keep you informed about the status of your claim. You can follow the progress directly on your dashboard and view the responses from the guest. If the guest accepts the claim, Airbnb may withhold part or all of the security deposit to cover the costs.

If refused or disputed:

• If the guest contests the amount or refuses to pay, Airbnb can act as a mediator to find a solution. In this case, Airbnb will examine the evidence provided by both parties and make a decision based on its policies.

Practical tip: To avoid prolonged disagreements, it is recommended to always communicate clearly with the guest from the beginning of the stay and explain the rules in case of lost keys. This can include potential fees and reduce the risk of conflicts.

Home insurance and key box: What you need to know

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

Risks associated with using a key box

Although a key box offers convenience, notably allowing guests 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 insufficiently secure, especially if poorly installed or located in a visible place. Thieves can easily target these devices.
• If multiple guests know the access code, the risk increases that it could be accidentally disclosed or misused.
• Some key boxes are not robust enough and can be removed or forced open, enabling malicious individuals to access the key and, consequently, the property.

What does a standard home insurance cover?

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

Here is a summary table of damage types usually 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 your home insurance policy clauses. Some policies offer options to cover thefts via a key box, provided the box meets specific security standards.
2. Choose a secure key box: If opting for a key box, select a certified model according to security standards. Theft-resistant and compliant key boxes may be accepted by some insurers. Ensure your box is firmly fixed and located in a discreet place to reduce risks.
3. Regularly change the access code: To prevent the code from being widely circulated or misused, change it frequently, especially after each guest departure. Also, never share the code through insecure channels.
4. Consider a smart lock: An alternative to a key box is installing a smart electronic lock, which allows remote control of access. This type of lock can offer better security and some home insurance policies may be more willing to cover residences equipped with such devices.

Conclusion

Losing an Airbnb key can be an anxious situation, but by following these procedures, you can manage the situation more calmly. Whether you are a host or a guest, having a procedure in place will allow you to react quickly and avoid unnecessary complications.

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