Post by High Priestess on Mar 28, 2016 15:50:41 GMT
Amy shared March 14 2016
www.airbnb.com/groups/content/content-213096
Susan
Guest has taken house keys
I just had guests for one night, and failed to locked the front door numerous times.
But they also left without returning the house keys.
They will be heading back to Canada so I know they won't just randomly rock up to the house again, however can I charge them for a new set of keys to be cut or request for the keys to be returned somehow?
Amy
11 comments•1 like
Follow
Like
Kathy
Michele Yap
Michele Yap14 days ago
Message them immediately and ask about the keys. If they really brought it along, file
a resolution request to claim (within 48 hours).
Reply Like
Andrew
Andrew14 days ago
You can send a non-binding Resolution to your guest requesting payment for changing the locks. Or give them the option of returning your keys via overnight mail at their own expense, if you don't need them right away and feel confident that nothing nefarious has been done with your keys in the interim.
But it doesn't look like you currently have a Security Deposit (sorry if I'm mistaken). That might make it harder to hold them accountable if they decline your resolution request or fail to return the keys. You should add a deposit to your listing immediately if you haven't done so already; it's meant for situations just like this.
Reply Like
Amy
Amy14 days ago
Ah! Thanks guys !
Reply Like
Keith
Keith13 days ago
I originally made 10 copies of my keys. guests lost them. took them with them. one guest mailed them back and they got here weeks later..
when I was down to 3, I got a keyless entry system.
Each guest gets their own code which expires on their reservation end date.
I consider keyless entry systems almost mandatory for successful hosting.
Reply Like 3 replies•1 like
Amy
Amy13 days ago
Thanks Keith, will look into it
Ray & Fon
Ray & Fon12 days ago
Hi, Keith. How much the key-less system cost your?
Keith
Keith12 days ago
Mine is a hid keypad with a door striker for older doors. Prices will vary by your setup but the controller is around 400.us $. I can access it remotely and let people in and each guest gets their own code so it's easier to manage and more secure than a pin pad you recode all the time. It also logs entry. You can create a separate code for the cleaner which only works during the day. Etc...
Ray & Fon
Ray & Fon12 days ago
Thank for information , Keith. is a good investment for the unit.
Reply Like
Alexina
Alexina12 days ago
So Amy, has this been resolved with your guests? Interested in hearing how it went!
Reply Like
Amy
Amy12 days ago
Hi Alexina,
I contacted the guests, and lucky they responded before their flight.
They had placed the keys at a location that wasn't obvious, and not visible for a vertically challenged person to see.
So I'm grateful for that.
As for them not locking doors, I hadn't mentioned it to them.
But will look into the digital key entry that Keith has suggested.
Amy
Reply Like 1 like
Alexina
Alexina12 days ago
Great that it was resolved painlessly. However, as for them not locking the doors, whatever happened to common sense, and the taking responsibility for securing your host's home and property?! After all, that is what a key is for: to get into a locked home, and then to lock it when you leave!
Reply Like
Amy
Amy12 days ago
That's true, I guess maybe where they came from, the crime rates was low?
Also, I hadn't dealt with guests who left a mess too, so I guess you get one not so great experience with all the other good experiences
Reply Like
Andrew
Andrew11 days ago
Guests renting an Entire Home should always have the sense to secure the property when they leave. But it's not always so certain in shared houses. Once as a guest, I accidentally locked a host out of his own house once while he was outside gardening - very awkward moment when I returned late that evening. I'd say it's best to set a policy for locking doors, and a designated place to leave keys at checkout, and hopefully neither of these issues will recur.
Reply Like 1 reply•1 like
Keith
Keith11 days ago
I believe hosts also have a responsibility to make this as easy as possible for people. even cheap hotels have key card systems and a lost key is no problem. While we aren't offering hotels, we can do much to make life easier for both the guest and the host. They're in a strange home and things that seem obvious to someone who lives in that home aren't to someone visiting--especially from other countries where the door systems differ. Meanwhile, I came home late one night and my neighbors door was wide open.. They've lived there forever, but in the wind and rain, they or someone didn't pull the door tight enough when they left.. so it can even happen to people living somewhere from time to time.
Amy
Amy11 days ago
Thanks for your feedback, I actually did communicate with them and made it real simple for them.
I guess it's beyond our control whether the guests comply or not.
Reply Like
www.airbnb.com/groups/content/content-213096
SusanGuest has taken house keys
I just had guests for one night, and failed to locked the front door numerous times.
But they also left without returning the house keys.
They will be heading back to Canada so I know they won't just randomly rock up to the house again, however can I charge them for a new set of keys to be cut or request for the keys to be returned somehow?
Amy
11 comments•1 like
Follow
Like
Kathy
Michele Yap
Michele Yap14 days ago
Message them immediately and ask about the keys. If they really brought it along, file
a resolution request to claim (within 48 hours).
Reply Like
Andrew
Andrew14 days ago
You can send a non-binding Resolution to your guest requesting payment for changing the locks. Or give them the option of returning your keys via overnight mail at their own expense, if you don't need them right away and feel confident that nothing nefarious has been done with your keys in the interim.
But it doesn't look like you currently have a Security Deposit (sorry if I'm mistaken). That might make it harder to hold them accountable if they decline your resolution request or fail to return the keys. You should add a deposit to your listing immediately if you haven't done so already; it's meant for situations just like this.
Reply Like
Amy
Amy14 days ago
Ah! Thanks guys !
Reply Like
Keith
Keith13 days ago
I originally made 10 copies of my keys. guests lost them. took them with them. one guest mailed them back and they got here weeks later..
when I was down to 3, I got a keyless entry system.
Each guest gets their own code which expires on their reservation end date.
I consider keyless entry systems almost mandatory for successful hosting.
Reply Like 3 replies•1 like
Amy
Amy13 days ago
Thanks Keith, will look into it
Ray & Fon
Ray & Fon12 days ago
Hi, Keith. How much the key-less system cost your?
Keith
Keith12 days ago
Mine is a hid keypad with a door striker for older doors. Prices will vary by your setup but the controller is around 400.us $. I can access it remotely and let people in and each guest gets their own code so it's easier to manage and more secure than a pin pad you recode all the time. It also logs entry. You can create a separate code for the cleaner which only works during the day. Etc...
Ray & Fon
Ray & Fon12 days ago
Thank for information , Keith. is a good investment for the unit.
Reply Like
Alexina
Alexina12 days ago
So Amy, has this been resolved with your guests? Interested in hearing how it went!
Reply Like
Amy
Amy12 days ago
Hi Alexina,
I contacted the guests, and lucky they responded before their flight.
They had placed the keys at a location that wasn't obvious, and not visible for a vertically challenged person to see.
So I'm grateful for that.
As for them not locking doors, I hadn't mentioned it to them.
But will look into the digital key entry that Keith has suggested.
Amy
Reply Like 1 like
Alexina
Alexina12 days ago
Great that it was resolved painlessly. However, as for them not locking the doors, whatever happened to common sense, and the taking responsibility for securing your host's home and property?! After all, that is what a key is for: to get into a locked home, and then to lock it when you leave!
Reply Like
Amy
Amy12 days ago
That's true, I guess maybe where they came from, the crime rates was low?
Also, I hadn't dealt with guests who left a mess too, so I guess you get one not so great experience with all the other good experiences
Reply Like
Andrew
Andrew11 days ago
Guests renting an Entire Home should always have the sense to secure the property when they leave. But it's not always so certain in shared houses. Once as a guest, I accidentally locked a host out of his own house once while he was outside gardening - very awkward moment when I returned late that evening. I'd say it's best to set a policy for locking doors, and a designated place to leave keys at checkout, and hopefully neither of these issues will recur.
Reply Like 1 reply•1 like
Keith
Keith11 days ago
I believe hosts also have a responsibility to make this as easy as possible for people. even cheap hotels have key card systems and a lost key is no problem. While we aren't offering hotels, we can do much to make life easier for both the guest and the host. They're in a strange home and things that seem obvious to someone who lives in that home aren't to someone visiting--especially from other countries where the door systems differ. Meanwhile, I came home late one night and my neighbors door was wide open.. They've lived there forever, but in the wind and rain, they or someone didn't pull the door tight enough when they left.. so it can even happen to people living somewhere from time to time.
Amy
Amy11 days ago
Thanks for your feedback, I actually did communicate with them and made it real simple for them.
I guess it's beyond our control whether the guests comply or not.
Reply Like