Q: 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.

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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.

— Pa

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