Charged Extra for "Lost Key"

[Nicole1151]

Our Airbnb host contacted us after we had returned from our trip claiming that one of the wooden access keys to the pool was missing and that we must pay 60 USD for it.

We are sure that all the keys were returned when cleaning the house and could not have lost them as we didn't end up needing them to use the pool. There is no real evidence that this key is actually missing or that this is a scam to get extra money from us. Furthermore, the "keys" are just pieces of wood with the unit number on them so 60USD seems like an unreasonable and arbitrary amount to pay for these. 

Is our host allowed to charge us this cost and are we obligated to pay it? He was requesting the money outside of the airbnb site. 

[Helen-And-Mario0]

Sorry that this had happened. Please bring him back to the airbnb platform. Our guests have taken our keys but eventually mail them back or return it after few hours. 

[Ton11 · Accepted solution]

Hello Nicole,

Host are never allowed to ask for offsite payment (with exception of tourist tax, if applicable). Host have the opportunity to ask for extra payment through the Resolution Center. You are not obliged to pay and you can decline the request. The host can then ask Airbnb to mediate and they will ask for proper documentation that may prove that you took the key. They will also ask for an invoice that shows the real value.

See this link for more information: https://www.airbnb.com/help/article/767/what-is-the-resolution-center

I hope this helps.