Trapped on a Freezing Rooftop at an Airbnb—Host Abandoned Us, Airbnb Refuses Compensation

On New Year’s Eve, my family and I rented a townhouse through Airbnb in London. At midnight, we stepped onto the rooftop to watch fireworks using a mechanized skylight that malfunctioned and locked behind us, trapping us outside in freezing temperatures. We were barefoot, in light clothing, and had no phones, credit cards, or alternatives, as we only planned to be out there for a few minutes.

After being stranded for nearly 30 minutes, we were rescued by a neighbor staying in the same building, who contacted the host on our behalf. The host promised to send someone with a key but never showed up. At 2 AM, they admitted they couldn’t find the key and then stopped responding entirely.

Desperate and with no other options, I had to call an emergency locksmith to drill and replace the lock at a cost of $987.50. Airbnb initially offered $1,500 in compensation but later reduced their offer and ultimately refused to cover the locksmith fee, citing their AirCover policy and filing this under “broken or missing amenities.” I then asked for escalation with the same result.

I believe this incident demonstrates serious negligence by the host, who failed to provide a safe and accessible stay. It also highlights a flaw in Airbnb’s policy when guests are forced to bear the costs of emergencies caused by the host’s failures.

Should I pursue a chargeback or escalate further? Has anyone else had similar experiences? Any advice is appreciated.