Pet policy

[Linda3481]

Guest brought pet. Host has strict no pet policy. Clearly stated multiple times in the Airbnb information. How would you handle this?

[Helen3]

I would contact the guest and talk to them. Remind them of your no pet policy and ask them whether they want to accommodate the pet elsewhere or cancel the booking. 

@Linda3481 

the guest might say it's a service animal in which case you can ask why tasks it helps them with and remind them it must be with the guest at all times . 

[Chad548]

So the real issue is are they calling it a pet, an ESA (emotional Support animal), or a service Animal.

Service animals are trained and cannot be denied. You may ask for paperwork to support their training. It does not give them the right to break any rules like barking, bathroom use, damage, etc.

ESA animals are allowed ONLY with a Dr.'s note. There is no registration service for ESA animals though many will try to convince you there is. Again being an ESA animal does not give it any rights to break any rules.

If it is just a pet I would offer for them to house the animal elsewhere. And for me personally it would depend on the length of the stay, the animal, and why you have a no pet policy to begin with.  At a minimum if you let them stay, you should let them know there is a pet cleaning fee and daily pet rent that will be do. Set it so they make the choice you want.

[Helen3]

Sorry that's not quite right. With Airbnbs service animal policy you don't have to accept emotional support pets (think there may be a couple of locations in the US where local legislation overrides this. @Chad548 

[Emilie]

Correct, it is for hosts in California and New York @Helen3 🙂

Just to add to yours and @Chad548's advice, here is the full policy on both Service and Emotional Support animals: Accessibility Policy

@Linda3481 Have you talked to the guest more since your post, or taken any other action?

Let us know how you are getting on please!

Thanks, 

Emilie