A couple faces a $385 charge after an Airbnb keypad fails during a rainstorm. The locksmith blames the weather, but Airbnb sides with the host. When weather wreaks havoc, should guests foot the bill?

Question

My partner and I booked an Airbnb near Joshua Tree National Park for my birthday. On the second day, heavy rain caused the keypad lock to malfunction — we couldn’t enter any information after the first digit. 

We immediately contacted the host, who assumed we caused the keypad to malfunction with incorrect passcode attempts and sent a locksmith hours later. The locksmith suggested the rain had damaged the lock, and the host gave us a manual key. 

Two weeks later, Airbnb demanded $385 for lock repairs, claiming we caused the damage. We provided video proof of the malfunction and texts where the locksmith cited weather, but Airbnb sided with the host. How can we fight this unfair charge? We just want to clear our name and avoid paying for something we didn’t break. — Paula Lee, San Francisco  

Answer

Airbnb should have dismissed this claim immediately. Its Terms of Service says hosts aren’t liable for issues beyond their control, so why not guests as well? When the locksmith attributed the problem to rain, Airbnb had all the evidence it needed to side with you.  

Your case raises an interesting question, which I seem to answer with some regularity: Who is Airbnb’s customer, really? Are they on your side or on the host’s side? In your case, it appears Airbnb almost reflexively sided with the host. In fairness, I’ve had cases where the opposite happened. But generally, Airbnb favors the host in my experience — and that’s something guests don’t really understand. They think they’re the customers, but they aren’t. 

You did everything right by documenting the issue with videos, texts, and timely communication. You were patient and allowed the process to work — maybe a little too patient. I would have escalated your case to a higher level a little earlier in the process. Airbnb often resolves disputes faster when you involve its executive team. Airbnb’s managers read and respond to their emails, making it one of our highest-rated companies for customer service.

I’m troubled by your case. Based on the paper trail you furnished, it looks like you did absolutely nothing wrong. You handled the resolution process by the book and were polite and patient. It appears your host (who, I should add, was also polite) wanted someone to buy a new lock after his stopped working. That’s not how the system is supposed to work. If you’d pried the lock open with a crowbar, that would be a different story, but it looks like you just pressed one button. 

I reached out to Airbnb on your behalf. A spokesperson acknowledged the case but declined to explain why the charge was initially upheld. Fortunately, after our inquiry, Airbnb struck the $385 charge from your bill.