Lost Keys

[Mati5]

Hi everyone, My last guest said that he had given back the keys in the mails box but I can not find them. I am going to check the video cameras but I would like to know what to do if I can not find this set of key ? 

Thank you for your help Rgds 

[Farah1]

@Mati5 it is up to you depending on your policy. For me, in the house rules, I state that if guests lost key that they will forfeit their security deposit ($150).

[Mati5]

Thanks Farah for your message. What if I haven't established any house rules ? 

[Farah1]

@Mati5 my best suggestion is for you to claim the fee for the lost key through resolution center and/or contact airbnb to communicate the issue/what is going on hoping that they will be able to help you to receive reimbursement for your lost key. 

Please see this link > https://www.airbnb.com/help/article/767/what-is-the-resolution-center

[Rachael26]

@Mati5

Two main points here for you to consider....

1. unless the guest says they kept or lost the keys (admitting this in the Airbnb message system) there will be no point in trying to claim for a key replacement even if you had put it in your house rules (but a good idea to write this in now for any future incidents).

2. Can you deal with the idea that someone may be walking around with a key to your property? If not, then get the locks changed as soon as possible (and write the costs off as a business expense - or even use this as an excuse to 'upgrade' to a keyless remote entry system). There is a small chance this could have been deliberately done so as to gain entry to the property illegally at another time.... and that is worth preventing at all costs!

Best Wishes.

[Kate157]

Hi @Mati5 I have several extra keys, so if a guest should loose one, it's not a big deal and I would not charge for it at all.

[Marit-Anne0]

@Mati5

Could it be that they put the keys in the wrong letterbox ? Happened to me once.

[Quincy]

Hey @Mati5,

Welcome to the Community Centre! 

I'm very sorry to hear about the lost keys. How did you resolve this? 

Please let us know.