guest wanted cancelling after giving key. I agreed but doesn't return key

[Maarten3]

i agreed to refund and all but guest don't reponds mesages.  Have to go to work doing nightsift and the "cancelled" guest still has the keys... Maybe better letting know the police of this situation?!

[Gerry-And-Rashid0]

You need to raise a claim against the security deposit (if you have one in place) within 48 hours to change locks and keys. 

If you don't have a security deposit, then I would certainly email the guest to tell them that they are being reported to the police for theft if they have not contacted you to return the keys by a specific time/date.

[Maarten3]

I did but still no response. I'm a police officer myself but wondered if their was a way to refund the locks by airbnb or not. Normally i set a €100 security deposit. Just don't know how the claim it..

Thx for the reply!

[Sean---Enrique0]

Calling the police seems very dramatic honestly, first I would send the customer a message and say firmly, I need the keys I gave you returned. If they do not respond within a day I would call Airbnb and tell them that you need the keys back and you do not feel comfortable with this guest having your house keys. See what they say.

[Maarten3]

I know but now i'm working at night and they have a key so... Normally they can't open the door because of the key inside but anyway.
Where can i find the phone number of airbnb. I get always redirected to FAQ 😒

[Heather32]

It's very frustrating to need the phone number and not be able to find it. Airbnb Customer Experience (416)800-5959, (855)424-7262.

[Victoria83]

The door to our house has an electronic lock and guests receive a code, so don't need a houst key.  The bedroom doors have keyed locks with normal keys.  My house rules say that there is a $25 charge against the security deposit for keys not returned.  I've only had one guest accidentally take the keys with her.  I emailed her.  She sent the key back by fed ex.  It did not arrive by the deadline to file a security claim, but she sent me a photo of the mailing envelope and receipt before the security deposit deadline and told me when to expect the keys (a day or two later).