help, i need help. reporter: makaila was in massachusetts getting the son s frantic messages. at some point jacob told me she s locked the door and has the key. i can t get out. reporter: according to jacob, the airbnb host had him trapped. i was in a panic. i was frantically texting my husband who was not home at the time. i was frantically texting him and my brother trying to find out how to call for help. reporter: she called airbnb and said they wouldn t tell her where her son was and directing her to call the local dra ma drid police. i tried frantdically to call madrid and did get through to the number he gave me it was a recording in spanish which i couldn t understand. that kept ultimately disconnecting me. reporter: she said the calls back to airbnb went unanswered