Locked out of your Airbnb? Here’s how to get back in

If you ever get locked out of your Airbnb rental, you'll want to know about Terri Taylor's misadventure with her apartment in Paris. It's a doozy.

Taylor left her Airbnb rental in Saint-Germain-des-Prés on a Saturday afternoon for a day of sightseeing. But when she came back, her key didn't work. She waited hours and spent a staggering $3,200 to get back into her apartment.?

Now she wants Airbnb to refund her the cost of paying a locksmith -- and, of course, it is refusing.

"I've been in discussions with Airbnb about this, but now my contact has disappeared," she says. "I hope you can help."

I can. People are locked out of their Airbnb rentals all the time -- it's even happened to me. Fortunately, there are ways to get back in that don't require you to pay thousands of dollars. Here are some of the questions raised by Taylor's case:

• If you're locked out of an Airbnb, what are the steps to getting back in?
• Does Airbnb have to cover your expenses if you get locked out?
• How do you avoid getting locked out of your Airbnb?

But before we answer those questions, let's take a closer look at Taylor's case.

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"I returned to my rental and my key didn’t work"

Taylor had rented a place in Paris through Airbnb, and everything was going smoothly until she decided to go out on a Saturday afternoon.

"I returned to my rental and my key didn’t work," she says.

Taylor had no idea why. She called the host and reached her hours later (after all, it was a weekend in Paris).

"I had left a second set of keys in the inside lock," she says. "The exterior lock won’t work if a key is left there. I was unaware of that."

Indeed, there was no warning in any of the welcome material against leaving a key in the lock.

Taylor worked with the owner, who determined that the only solution was to completely replace the lock. And did I mention that this was Paris on a Saturday evening during summer? Good luck finding a locksmith. But eventually, she did.

The locksmith was not cheap. He charged Taylor $3,200 to replace the lock, and she had to use two credit cards to settle the bill. And finally, 11 hours after being locked out, at 2 a.m. on Sunday, she gained access to her apartment again.

"My host told me I would be reimbursed," she says.?

And you can probably guess how this one ends. Neither the host nor Airbnb will reimburse her for a dime of the locksmith's charges.

If you're locked out of an Airbnb, what are the steps to getting back in?

If you've arrived at your Airbnb, and the door won't budge, what do you do? Here are the steps to gaining access to your rental.

1. Make sure you have the right address?

One of the biggest mistakes you can make as an Airbnb customer is going to the wrong address. (Hey, I've done it.) Double-check to make sure you have the correct address or are accessing the right lockbox for your keys. Chances are, that will fix the majority of your access problems.

2. Check your instructions again

When you have a million things on your mind, it's easy to gloss over the details of your check-in. So review your check-in instructions carefully one more time. Make sure you haven't missed a step.?

3. Find an alternate way to access the property

If the key doesn't work and the instructions are useless, chances are there's another way in -- a back door or a spare key. That's especially true if you're staying in an Airbnb in a rural area. You may be able to get in through a side door. Note: Don't break into the property. Just … be creative.

4. Contact your host and ask for help

Use the Airbnb app to send a message or contact the host directly. (This also works on Vrbo, of course.) Hosts are usually quick to respond, especially when there's an issue with access. (Unless, maybe, it's Paris on a Saturday night.) Texting or messaging is usually better than calling because there's a paper trail. If you have to call, record the call (where legal).

5. Contact Airbnb through the app

If your host isn't responding, use the Airbnb app's "Contact Support" feature. Explain your situation. A representative may be able to help you get in touch with your host or find a solution.

6. Ask Airbnb for help

If the property is inaccessible, you'll need to ask Airbnb for help. It may offer alternative accommodations or a refund. More on that in a second.

You should never be locked out of your Airbnb -- and if you are, your host and Airbnb should come to the rescue.

Does Airbnb have to cover your expenses if you get locked out?

Airbnb specifically says that it will help you if you're locked out, noting in its AirCover guarantee that, "If you can’t get into your Airbnb on arrival, your Host doesn’t respond or can’t resolve the issue, we’ll help you find a similar place, depending on availability at comparable pricing. If a similar place isn’t available or you’d prefer not to rebook, we’ll give you a refund."

However, Airbnb does not promise that it will reimburse you for locksmith expenses. In fact, our advocacy team's experience with Airbnb suggests it will do everything it can to avoid shouldering the extra cost of a locksmith or any other service worker. Airbnb sees itself as a platform that connects hosts and guests, not as a vacation rental management company.?

If you want Airbnb to cover the expense of getting back into your property, here's what you need to do:

• Contact your host and go through the process. Airbnb will require that you make a good-faith effort to gain access to your rental. You will probably need that evidence in writing, so make sure you use text or work through the Airbnb app's messaging system.

• Appeal to Airbnb if you remain locked out. Airbnb will probably insist on contacting the host itself to find out what your options are, and it will go with the least expensive choice. So if it's a choice between a locksmith and a hotel, I think you know what Airbnb will go with. By the way, here are the contacts for Airbnb's executives , in case you need to appeal your request.

• Get Airbnb's offer in writing. You'll need something in writing that promises you a refund. Better yet, see if you can get Airbnb to pay for the locksmith. That way you won't be out of pocket for anything on your vacation.

Don't forget that verbal promises are not worth much, especially if you don't have any evidence that Airbnb made them. If you don't have any proof or an offer, your host may send you a bill for the locksmith.

How do you avoid getting locked out of your Airbnb?

Airbnb lockouts happen, but fortunately, there are ways to avoid them.

Double-check your instructions

Before you arrive, review the check-in instructions carefully. Make sure you understand how to access the property, whether it's a key lockbox, a smart lock, or a traditional key. If anything's unclear, contact your host for clarification. And don't assume anything -- such as a lock working when there's a key in it.

Save your access information?

If you have to, email the access instructions to yourself. Or write them down on a piece of paper. But keep that information handy. If you have a key, then put the key somewhere you won't forget it when you leave.

Test, test, test

When you first arrive, test the key or code immediately. Make sure everything works before you leave the property again. If there's an issue, you'll have time to resolve it with your host.

Keep a spare handy

If your Airbnb provides a spare key, take advantage of it. Keep one key with you and leave the spare in a safe place, like a lockbox, so you can always get back in.

Fortunately, most vacation rentals now use electronic locks, which eliminates the key problem that Taylor had. But electronic locks aren't perfect, and I will have to write more about them soon because they can be tricky.

So what happened to Taylor?

"I am sorry to inform you that we cannot reimburse you for this item"

Taylor did everything she could to get the property to take responsibility for the lockout. She called Airbnb, which then wrote her back to say it would try to help.

I sincerely apologize for any inconvenience this has caused you. It is truly something we would like not to see occur. Our only goal is for you to enjoy the greatest possible Airbnb experience. I am aware that when the key was left inside the premises, you paid the locksmith to gain entry.?

Know that we are always available to provide you with the finest assistance we can. To tell you honestly, this is not in line with our policy and the reimbursement is at your Host's discretion. Here's what I will do, I am going to contact your Host and negotiate the best way I can to ask for a reimbursement. This is not a guarantee, however, rest assured that I will do my best to convince her. As soon as I hear back from the Host, I'll get in touch with you again to provide an update.

The host would not agree to reimburse her, but rather deferred to Airbnb, which the host said should cover the costs. So Taylor asked Airbnb for a refund. To which it responded:

I am sorry to inform you that we cannot reimburse you for this item. The information that was provided by the Host representative is incorrect.?

Supposedly, the Host is the one who can send a request through our resolution center with valid documentation about this damage for our specialized team to investigate. Please know that the transaction is outside the Airbnb platform as well. We always advise our users to use our platform for any transaction for our visibility and your security as well.

So there. Around and around we go.

Does she deserve a refund for getting locked out of her Airbnb?

I reviewed Taylor's case and initially, I thought the host and platform were correct. She needed to pay for the new lock.

Taylor's own actions disabled the lock. Had she tested the lock before leaving, she would have known that there would be a problem and could have removed one of the keys. Taylor says the check-in instructions didn't tell her not to leave a key in the lock, and she says the host shouldn't have offered two keys to a solo traveler. I didn't think those were valid reasons.

So why did I take this case? Because, as it turns out, her host had promised a refund and Taylor had a recording of the conversation.?

And a promise is a promise.

I contacted Airbnb on her behalf. Separately, Taylor reached out to the vacation rental owner, who was based in the United States. She sent the owner a legal letter, threatening to take her to court if she didn't cover her expenses.

In response, the host contacted her and agreed to split the cost of the locksmith with her, which she accepted.

"In the end, I heard from a well-spoken Airbnb team member," she says. "She was calling with good news: Airbnb had decided to completely reimburse me for the locksmith fees and give me a $1,000 credit. I burst into tears."

I'm so happy to hear of this resolution, which was better than I could have expected.?

Should Airbnb have refunded Taylor for her locksmith? Vote here .

Christopher Elliott is the founder of Elliott Advocacy , a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report , a news site for consumers, and Elliott Confidential , a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website . You can also follow him on Twitter , Facebook , and LinkedIn , or sign up for his daily newsletter .?

This story originally appeared in the Elliott Report under the headline, Locked out of your Airbnb? Here’s how to get back in .