This is very disappointing
Airbnb, many years and thousands of guests ago, advised me, for the security of my guests, to change the locks if a guest does not leave the keys. They advised me to put this in my Rules and to add a standard charge. They also advised me to charge a security deposit. Did all this.
In February a guest left and did not return all the keys. They were contacted (via Airbnb) and replied that they lost them.
We arranged for the locks to be immediately changed to protect the security of the next guests. A claim was lodged for the guest to pay/security deposit release.
Here we are in mid April and Airbnb has just told me the case is closed and the decision is final. My previous advise from them, about 10 days ago, was the guest had agreed to pay.
This is madness.
* Rules set according to Airbnb not honoured by Airbnb
* Security deposit useless
* Airbnb states a lock that has lost keys is not damaged. If it cannot ensure security, how is it functional?
* Guest agrees with Airbnb to pay and then Airbnb closes the case
* Airbnb "Ambassador" disappears. After sending information etc she requested, she says she will facilitate payment. She then ghosts
It is hard not to conclude that Airbnb does not care about the security of guests at all. Frustrating and disappointing (but not surprising)