Advice needed - Key broke in the lock

[Alex1819]

Hi all,

I am an experienced Airbnb host but this particular situation was as a guest.

I recently booked an Airbnb for 6 weeks. 

Everything was going fine until the key snapped off in the door when I was trying to open it.

The host was great and very responsive but she was out of town so had to call a locksmith to come.

He had to replace the entire lock which cost nearly 500 Euros because it was a weekend and it took nearly 4 hours.

I was forced to pay the guy on the spot as the host was out of town and it was my only option.

The host has contacted Airbnb but their insurance won't cover it.

She is now saying that it is totally my responsibility to pay the full amount PLUS an extra 200 euros because the locks needs to be changed again to match the rest of the building.

What do people think? Is it justified to get me to pay the entire amount?

Especially when the key broke in the lock so could be classed as wear and tear. I didn't actually lose the key.

I'm feeling a bit overwhelmed because 700 euros is absolutely a crazy amount of money and I'm not great with any kind of conflict.

I am in the process of seeing whether my travel insurance will cover too.

Thanks for the advice.

Alex

[Helen3]

Hello @Alex1819 

As an experienced host you know the best way to deal with this is to contact Airbnb, explain the situation and say you don't feel you are liable as the key broke in the lock through no fault of your own.

If the host is out of town, they should have a local co-host who should have arranged for the key lock to be replaced, not you.

Put in a claim through Airbnb for your costs.

[Emiel1]

@Alex1819 

If you did not have to use some excessive force to open the door, it is more likely wear and tear of the key.

Did you save the replaced lock and the broken key ? As it can give evidence. IF the lock (the cilinder) needs to match the rest of the buidling: it is not of your business, the host should have instructed the locksmith. This is a risk on a host's shoulder and if insurrance does not cover it, the host is out of options.. You are an experienced host too: let the host put her claim on you via Airbnb procedures and let's see what they will decide.

Best regards,

Emiel