Service Animals

[Travis-and-Angel0]

I am getting mixed responses from AIRBNB support versus the written policy regarding service and esa animals. We are strict on no pets. I understand we have to allow service animals, but has anyone experienced a guest saying they have service animals but they are actually just pets. What do you do in that type of situation?

[Helen3]

Having read the policy I'm sure you're familiar with the questions you can ask guests in this situation and that you can confirm to guests that as a service animal it must be with the owner at all times and therefore can't be left at a property by themselves. @Travis-and-Angel0 

guests who aren't genuine service animal owners will often pull out of the booking when they realise pets can't be left alone. 

[Greystone0]

Hi @Travis-and-Angel0  - as @Helen3  mentioned you can have a rule that the animal cannot be left unattended. 

and yes, we have had multiple times where the animals clearly were not service animals. They were poorly behaved when we could see them, dragged owners out doors, didn't come when called, barking and so on. 

You can't really 'do' anything. You can try and guilt people from doing this. It's poor behaviour. 

We have now added that the main booker is financially responsible for any damage caused by such animals to help alleviate poor behaviour along with the not being left alone.

good luck!

[Lorna170]

@Travis-and-Angel0   Guests who tell me that they are bringing Service/ESA animals to my property are sent an Addendum at booking that contains the following language:

The following rules apply with respect to service and assistance animals visiting [name of property], a transitory vacation rental property:

1. A Pet Fee shall not be assessed for service or assistance animals, but guests are financially responsible for any injury to persons or damage, repair or replacement of property relating to the behavior of any service or assistance animal.
2. Guests are responsible for sanitary disposal of all waste products of their service or assistance animals, including removal of waste materials from outdoor areas and disposal of such waste in trash receptacles.
3. The guest shall provide evidence of current immunization and veterinarian contact information if requested by [name of property].
4. Service animals will be in the company of the guest at all times.
5. Assistance animals are not to be left alone in the accommodation unless crated.
6. All service and assistance animals must be properly leashed when outside the accommodation and must not be left unattended when outdoors.
7. No animal, either service or assistance, will be permitted to sleep or lie on any bed or furnishings in the accommodation.

The forgoing provisions are necessary components of the reasonable accommodation that is the subject of this Addendum. Noncompliance with this Addendum constitutes a violation of the host rules and may set in motion the remedies for violations, including compensatory fees, eviction and/or cancellation of the remainder of the reservation.

I have not had any pushback in 20+ years from owners of bona fide service animals.  They are the most courteous guests.

Last note -- MOST service animal owners will look for a property that is animal friendly and will avoid booking an advertised "No Pets" property as they are equally aware of persons with allergies, phobias or financial considerations that preclude animals.