Lost keys at a Brussels Airbnb: the right 5-step procedure

Rule #1: always notify the host first

Before anything else, contact the Airbnb / Booking host via the platform's internal messaging. Why not by phone? Because messaging provides timestamped proof if there's later dispute over who authorised what. Explain: time, place, need (to get back in or secure).

Step 1 — Check for backup keys

Most experienced Brussels hosts have a spare within 15 minutes: with the cleaner, a neighbour, a relative, or in a secured key box. Ask explicitly: "do you have a spare available tonight?". If yes, let them handle it.

Step 2 — Locksmith: who pays?

This is the most disputed point. General rule in Belgium:

• Key lost by tenant: tenant pays (opening + cylinder replacement if needed)
• Faulty lock (not tenant's fault): host pays
• Key broken in lock: negotiable, often split

Insist the host validates in writing (Airbnb message) the provider and the maximum amount before you call. Without that agreement, the host can refuse to reimburse if they're the payer.

Step 3 — Call a serious locksmith, not the first Google link

Typical tourist traps: .be sites that look local but redirect to foreign call centres, advertised €49 rates that become €600 on site. In Brussels, reliable markers:

• Verifiable Belgian VAT number (format BE0XXXXXXXXX)
• Physical address in Brussels-Capital or periphery
• Recent Google reviews (last 3 months)
• Quote via SMS before dispatch

See our emergency locksmith page for transparent pricing, or our guide how to avoid scams.

Step 4 — Damage-free opening: insist on it

90% of Brussels Airbnb doors can be opened without damage via picking or bypass. Don't accept immediate drilling — a locksmith who proposes drilling as the first option on a simple forgotten key is one to avoid. Insist on a non-destructive opening attempt.

Step 5 — After the call-out

• Keep the invoice (mandatory in Belgium, VAT included)
• Forward it to the host via Airbnb/Booking messaging (traceability)
• If the host insists on cylinder swap: negotiate who pays. Lost key can justify swap (other guests' safety), but the cost is debatable — often split or absorbed by the host as operating expense.
• Airbnb Resolution Center is recourse if the host bills abusively after checkout.

If you're the host: prepare ahead

Secured key box (e.g. IgloHome) with one-time codes, or electronic lock with Airbnb code. €150-400 investment, pays back after the first avoided incident. See our access control page for professional options.