Should they pay? AirBnB nightmare

As my username suggests, I also had issues with Airbnb this year. They are terrible, certainly compared to a few years ago. They are now sufficiently big that they don't really give a shit about losing customers die to poor customer service.
In terms of the £450, that's just the host trying to claim that via the Airbnb platform. Airbnb themselves are not endorsing that, so I would immediately refuse to pay via the app if that's an option. That's totally outrageous.They should clearly get a refund as well, so definitely push for that. I'm not even sure how you'd deliberately break a lock, let alone why.

The problem with Air BnB is its just normal people are providing a service that they have no understanding or experience in. You have to have someone on site or available if there is a problem.

Contest it the locksmith charge. The lock was faulty and as a result they were unable to utlise the service that they had paid in advance for.

I would also request a refund for their stay due to the inaccessibility of the property. As the owner is not able to attend in case of emergency i.e. a lock breaking, they should have a plan for this type of situation.

Hopefully your DD was able to tolerate the hostel as that is the best option for young travelers i.e. safety in numbers and in most places, you can rent a private room.

I think they shoood be able to repair and replace some of the money off their insurance?

Sounds like the Air bnb host has requested a payment. They should contact Air bnb contact centre you can do this by message or on the phone. Air bnb provide insurance for hosts if guests do damage and it sounds like the lock was faulty and either the host knew it or air BnB have reviewed their claim and denied it so the host is trying it on.

Shocking, as an air b and b host myself, I would have called a locksmith and covered the bill
also worth mentioning that hosts have insurance coverage with air b and b
don’t pay it
unfortunately if the hosts don’t review you your review for them will not be posted ,

Hopefully the young lady paid for the booking Airbnb using a credit card, in which case if she has no joy with Airbnb she should contact the CC company and claim back her payment for the apartment, either as a chargeback or as a Section 75 refund. See MoneySavingExpert about how to go about this.

Likewise, any attempt by Airbnb or anyone else to claim money for the broken lock should be resisted. If there is an attempt to charge the CC, the CC company should be told - and as above, any money that is taken should be claimed back.

It would be nice to think that some compensation would be forthcoming for the inconvenience and extra costs incurred, but I suspect that trying to get Airbnb or the owner to pay this would be more trouble and more costly than it's worth.

She can whistle for her £450. You should also get a refund from AirBnB as they were unable to stay due to a faulty lock.

www.airbnb.co.uk/help/article/1415

Is it through the message centre? They have to respond within a short period don't leave it til they get back

I hate Air BNB. Too many grifters taking money for poor service. You can’t expect to make huge profits and not be inconvenienced. I would context this all the way. Your poor DD.
Would be great if everyone stopped using them. Air BNB is overall bad for communities and society.

That's a faulty lock and the owner admitted as much. Don't pay!

I would dedicate the rest of my life to fighting it. I really would.

The £450 locksmith fee wasn’t paid in advance of the stay.

She means for the key billing

This. The owner told them to use force to open the door. They were just doing as they were told.

Does their travel insurance include legal cover?

Absolutely fucking no way would I be paying that, and I would be expecting a full refund for the cost of the stay as well.

Airbnb is paid for in advance of the stay.

Shockingly bad form from the host and Airbnb. And one of many reasons why I, as an Airbnb host and user of many years, am choosing not to use them any more

They expect more than that of hosts, so insist they do of your DD's situation. Dont obfuscate the situation with other issues: she's tried to get in, host said: try harder, she did, key broke. End of. Not good enough from a guest pov. Full refund AND compensation of alternate accommodation would be my end goal. Plus a mark on hosts reputation. As hosts we are asked to be available for our guests or have alternate representatives.

I’m not sure I would use the word ‘contest’ but they wouldn’t get a penny from me and I would advise them to take me to court for payment should they be so inclined.

if they did I cannot imagine for a second that the small claims court would award in favour of Airbnb in this circumstance.

Yes contest it - I cannot imagine how the would break a properly working lock (unless they were trying to, but that makes no sense!)

Another vote for contest it. They were following host instructions, and the stress and inconvenience to them has been far greater than to the host. In fact I'd be tempted to claim against the host in this situation! Can't imagine how this bill can stick at all.

they should have no costs to airbnb. they should not pay a penny and they should be getting a voucher for their trouble

Appalling. They should absolutely contest this.

Absolutely contest it, and also they should look at their insurance - it may pay out for the alternative accommodation.