Guest broke rules. Customer service not being too helpful

[Isabel4763]

I had a guest this weekend that broke all the rules. We have a home that has a septic tank and runs on well water and our township permit is 7 people only guest still brought 11 people and also a dog. We are a not pets allowed as I’m severely allergic and I occupy the home when it doesn’t rent. I documented everything with customer service once again they let me down. Now I have this guest messaging me on the platform calling me bad names and he even left us a review and this has me thinking now if it’s even worth it to have our property listed. I’m starting to feel there’s minimum support for hosts and that’s why some guests are so bad because they know they can get away with it.  I documented everything and sent proof. But once again I feel left down.

[Helen3]

I am sorry this happened . If you know more people turned up then have booked and they have bought a dog to a pet free accommodation then you can ask that the visitors and pet not on the booking leave immediately @Isabel4763 

How did the guest and Airbnb respond when you raised the issues with them? 

[Shelley159]

Hi @Isabel4763 

Just one comment to protect yourself from future issues with pets. If you're severely allergic, you should ask for an exemption in advance. Else you won't be able to refuse service animals that future guests may bring (even if you don't usually allow pets). 

Here's the full Airbnb policy:

Accessibility Policy - Airbnb Help Center

And here's the text (from the policy above) about exemption:

Airbnb-granted Exemption: In its discretion and in certain circumstances, Airbnb may grant a host an exemption to this policy if the host notifies us about their reasons proactively. For example, if the presence of a Service Animal constitutes a direct threat to a host’s health if the host lives in that listing.