Cindy changed the locks without consulting me or my handyman who would have fixed the lock free of charge. She called the contact I had left her who asked her to keep trying the lock (as it had happened a few times before with successful entry) and to call her back if she still couldn't get in. She did not call her back and went ahead and changed the locks. Had she have called her she would have called my handyman who would have fixed/replaced the lock free of charge. Incidentally, she was also left with the details of my handyperson, both in hard copy and via email, and she was advised to contact him with any repairs. She didn't do either of these things and also didn't answer my calls or emails about the issue. In the end my contact (who had also tried calling her without response) went over to the flat and retrieved the new key. Cindy expected this to be refunded by me so I raised the issue with airbnb. Airbnb have kindly covered the cost.