Guest not returned keys after 2 weeks

[Jess4223]

Anyone else had experience of guests leaving with keys and then not even bothering to return them?  I had a family who checked out of my home 2 weeks ago.  I had one key that I specifically instructed them to leave in the key box at all times during their stay, in case they ever locked themselves out (there were 2 additional keys in the house for them to use throughout their stay).  They not only ignored my request to leave one key in the keybox, but they took that key away with them as well!  At first, they apologised and said they'd post it back straight away, but 2 weeks and 3 chases later... they still haven't posted them back.  Today they finally replied to me and said they'd put them in the post today (also ignoring my request to post them to a different address as I don't want them to post them direct to my house for obvious reasons!)

These guests also broke my vacuum cleaner and left a load of towels and bed sheets in the bath, submerged in water.  I don't have proof they broke the hoover, but my cleaner says it was fine when she used it just to clean just before their stay.  She says it's now practically unusable.  She also spent extra time cleaning the mess left from 5+ bath towels and bedsheets submerged in water.   I have never filed a claim before for damages, as guests who've broken things in the past have always apologised and proactively owned up to it, and the items have been small things like glasses/pots.  However, this vacuum cleaner will cost more than 350 GBP to replace, and I'm now considering changing my door locks, as I don't feel comfortable knowing these people have my key, which for some reason they've been reluctant to return. 

What would you do?  Would you change locks, and would you claim for the vacuum cleaner?

If I'd accidentally left someone's private home with their keys, I would apologise profusely and make sure I offered to send them somewhere secure via recorded delivery the same day!  I'd also never just ignore the hosts messages on the topic!  Can't believe someone would think this is acceptable behaviour, especially over issues like safety and security.  I'm often alone in my home, and often have to leave it unattended, so this makes me very uncomfortable. 

[Mike-And-Jane0]

@Jess4223 if they posted the keys back after 2 weeks then you are out of time for an Aircover claim. did you leave them a suitable review?

[Jess4223]

I haven’t left a review as I was worried they might retaliate and leave me a negative review ire once they saw my two claims.  Airbnb has assured me that I have 60 days after their check out to make a claim, and I’m in touch with them about it, so hopefully they will honour this.  Guest said they posted them back today but completely ignored me when I asked them to confirm they had sent the keys to the other address I provided, not to my actual home address.  

[Silvina120]

14 days WINDOW VERY IMPORTANT!
Something close to that happened to me with the last guests. I have smart lock (Highly recommended)which is less than 200 dollars, most Airbnbs in America  have it. Yet the guests left their stuff,  lots of luggage for 10 days !!! Because  we just had the hurricane  I tried to be understanding and for liability  I didn’t want to enter yet in the house…when contacting Airbnb they would say ; ship it to them and charge them the shipping and  storage …(Ship it to them was unrealistic and super expensive)or take it to police station, I thought it was too aggressive. Yet by the time guests came to take their  stuff and the cleaning people went to do their job it was a lot of damage that of course the irresponsible guests denied to pay nor storage either, and Airbnb said the 14 day window has passed then I got no money for damages nor extra cleaning.  No matter I had tons of proof and that I called MANY times throughout those 14 days and explained everything, those phone calls and messages with customer service weren’t considered formal claims…I  was devastated , I waisted so much time yet paid all the damages, I almost took my house from the platform.

CONCLUSION :don’t be overly nice, don’t wait!

[Jess4223]

Thank you so much!  I’ve just submitted reimbursement requests for both the cost of changing my locks, and a replacement vacuum cleaner.  Maybe that might make the guest a little more responsive 😆.  Looks like I am still within the 14 day window (today is the last day).  It’s confusing though as Airbnb reassured me that I had 60 days to make such a claim - I won’t take the risk now though based on what you all are saying. 

Silvina, that sounds really horrible what happened to you.  You tried to be understanding but those guests abused your kindness.  It’s just plain weird how rude some people behave.  I hope you manage to restore your faith in guests.  This is the first time I’ve had any issues - usually my guests are so lovely and respectful of my home and my basic house rules. 

[Jess4223]

Just seen in the app that because I started writing a claim before the 2 week window was up (just didnt submit it), I still have the option to complete it, which I will do, for both the locks and the hoover 

[Greg2406]

@Jess4223 

Recommend that, if you have reliable wi-fi, that you switch to a keyless entry, then use an exterior mounted lockbox as a backup should the wi-fi go down.   

As far as the damages go, this is perhaps best addressed immediately.   Photos and videos are hard to dispute.   File for additional cleaning fees,...as this type of behavior should be penalized and the individuals should be banned.

[Jess4223]

Absolutely!  Great suggestion re the digital lock - I’ve been considering it for a while and might now take the plunge.  Agreed guests should be penalised for this type of behaviour - I can’t understand why a guest would think it’s acceptable to leave with the keys to someone’s private home, and then not bother prioritising getting them back safely and not respond to repeated messages.  Complete lack of regard for my peace of mind.