Lost key: what the guest has to pay
When the guest owes only a replacement key and when the whole locking system.
Ask for the replacement key first; the guest always owes that. Only charge for the locking system if a finder could link the key to your address.
What applies when a key is lost?
There are two stages, and the second only applies when the risk is real.
- 1
Replacement key
The guest always pays for the replacement key.
- 2
Locking system
They only pay for a new system if a finder could link the key to your address.
- 3
No tag
Do not put an address tag on guest keys.
- 4
Count the keys
At every changeover, note how many keys you hand over and how many come back.
- 5
New for old
An old locking system is not charged as new.
- 6
Check first
If a key is lost, check whether misuse is a real risk before you replace the system.
Already have damage?
Guest damaged something?
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Which rules apply
Under § 280 BGB the guest is liable for a culpable breach of duty, and under § 249 BGB the necessary expenditure must be compensated. A new locking system is only necessary where there is a concrete risk of misuse.
General information, not legal advice.
Frequently asked questions
When must the guest pay for the whole locking system?
Only if a stranger could link the key to your flat, for example through an address tag or a loss close by. If it was lost far away with nothing pointing to the address, usually not.
Do I get the full price of the new system?
No, a new-for-old deduction applies. State the age of the system and take the deduction into account.
Which Airbnb deadline applies to a lost key?
Ask the guest for the amount through the Resolution Center within 14 days of checkout. If they do not pay, file the request to Airbnb within 30 days of checkout, with evidence.
Also in this topic: Floor scratches and stains from guests: what can you recover?Water damage caused by a guest: who is liable?Airbnb claim rejected: how to build the appealPhotos as Airbnb Damage Proof: Why They Often Fail
Next guest arriving soon?
Scan the flat before check-in and after check-out, and note the number of keys. That way a claim rests on a comparison.
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