Cagney's B&B

i don't know if anyone can help us but we have had a Norwegian lady, by the name of Charlotte and her son Miguel staying at our B&B for the last 11 days. She was due to vacate the room by 12.00 today. The room is locked up and there is no answer. The problem is that she has both sets of keys to the room and we can not enter it. It needs to be cleaned immediately as I have the next guests sat waiting in the bar to go into the room. I have no contact number for Charlotte. Does anyone on the urb know her and is there any way i can get a message to her a we desperately need our keys back? Our contact number is 634 624 369. Would be really grateful if anyone can help us. Many thanks. Kate & Ricky