Kicked Off Airbnb. Thoughts?

[Efren25]

Hello all,

Wondering your thoughts on how to proceed on this or thoughts overall. Summary of events below.

1. Booked Airbnb in a condo - building has 3 other units. Entire place to myself with my assistance animal. Listing mentioned no pets.

2. Host asks if I have assistance animal through ABNB Inbox. I respond saying yes, assistance animal.

3. Host reports me to Airbnb stating I had a pet on site running around wild and other tenants have allergies. I respond to support team with the same - assistance animal. I will note other tenants did have animals (dogs).

4. Host responds asking for additional deep cleaning fee.

5. I check out of premises.

6. Airbnb notifies me that I am banned from their website due to using profanity to the Host (I did not, evident in ABNB inbox as that was only communication method used). Cancels all future bookings. No notification was made to me prior to morning of.

7. ABNB denies my lengthy appeal. Denies me access to ABNB Inbox/application.

8. Host is requesting money for cleaning and damages. I cannot respond to request. Pictures include some paw prints.

I thought I had read and followed ABNB policies and did not have to ask to bring my assistance animal. Am I mistaken? Also, I thought host had to mention if other tenants had allergies. Disappointing that ABNB will not look into this further as my account is blocked and I never receive response. I did my part to keep clean and only one spot missed, didn't think it would be a big deal if I kept the place clean.

https://www.airbnb.com/help/article/1869/what-is-an-assistance-animal

[Sarah977]

@Efren25   This a real point of contention for Airbnb hosts. While the Airbnb rules are that those who truly require service animals and assistance animals can't be refused in an entire home listing, and most hosts would not be averse to accepting them, the fact is that everyone these days wants to claim their dog is an emotional support animal so they can take it everywhere with them. Then they show up with an ill-trained pet, not a real service animal. Real service aninals are not to be left alone, are well-trained, don't chew anything up or relieve themselves in the house, don't just run around uncontrolled.

And even if they are trained well, they still leave dog hair behind, and then the host has a place that now has allergens that may affect the host, the cleaner or the next guests. The cleaning required is far more than for a normal stay. If people with assistance animals acknowleged that and thought to leave an extra $50 for the additional cleaning, maybe hosts would be more open to it, but guests don't do that. Just because they have or need an assistance animal seems to make them feel entitled to leave twice as much cleaning for the host with no compensation.

There are plenty of pet-friendly listings, and even though a service or assistance animal isn't classified as a pet, why not just book a place that accepts animals so you are welcomed and the host won't have any reason to object? And why not volunteer the info that you have an assistance animal, even though you don't legally have to? That at least gives a no-pets listing host the opportunity to leave some less than good towels to wipe a dog's muddy paws, cover any upholstered furniture with some old sheets so they don't get dirty from the dog, etc. It just shows some respect to let a host know beforehand.

I know that there are assistance animals that alert their humans to medical issues, or give comfort for PTSD, etc, but in reality, all dogs are usually emotional support for their owners, as they give unconditional love, and companionship. I'm a dog owner myself.

As far as getting kicked off Airbnb, there must be a different side to this story, because it takes a lot for Airbnb to ban a guest.

[Efren25]

I understand the cleaning concerns and I think ABNB should adjust their policies. As currently stated, it says Hosts cannot charge more for assistance animals.

There were no other listings available that suited my needs in the area that were pet friendly.

I am just as surprised as you are about the banning of my account. I was specifically banned, per their email, for using profanity on the Host which I adamantly deny and know I did not do. I was polite in my response and even during check out after the Host requested cleaning fee. Perhaps displeased?

[Jennifer1897]

@Efren25  Airbnb generally leans in the guest's favor, so for them to take such extreme measures and ban you entirely, there must have more than your mentioned conversation on the platform.  You say briefly that some other tenants mentioned the dog running around. You really didn't elaborate on this. Was the dog ever unleashed on the premises? Was the dog ever left alone? Did the dog cause any disturbance or damage?  

As someone in a field that often approves those "emotional support animals" I can tell you that a lot of people come forth solely because they want valid credentials to travel with their pet, who has had no training whatsoever past a Petsmart puppy class. As @Sarah977 said, and I am sure you know, legitimate service/emotional support dogs are trained extensively, and that training is reflected in their well mannered behavior. 

In regards to the service/assistance animal, you are correct in that you legally do not have to disclose him/her. However, as a common courtesy to the host, you really should have considered letting them know beforehand. Airbnb's are typically someone's home in one sense or another, and they are often heavily populated through high seasons. If a guest is bringing an animal, legal or otherwise, there is often enhanced cleaning needed following their departure. As a host I would appreciate knowing beforehand.

[Efren25]

The Host told the support team the animal was running around neighbor's property and neighbor complaints. However, I work from home and the animal is always inside with or near me. The animal is always leashed and with me when I leave the listing location. The animal did cause some minor damage on the screen door but this was not brought up prior to banning me from ABNB. That could have been resolved.

I have to feel a bit offended that you might be insinuating my situation is merely so my pet can travel with me.

I understand. I was just following ABNB policies as described in the ToS and Assistance Animal policy. If ABNB acknowledged host's concerns, I would expect them to change this policy but that has not been the case. The policy clearly states assistance animals will not result in additional fees which is exactly what the charges being requested are asking.

[Kia272]

@Efren25  Not debating the legitimacy of your support animal, common courtesy dictates that you would mention to a host that you have one. 

And to clarify, it's damage from the assistance animal that is resulting in additional fees, not the presence of the animal itself. 

"Minor" damage on the screen door is damage. 

You seem to want to have your cake and eat it too. 

By informing a host with whom you have booked a stay that you have an assistance animal, you allow the host to prepare. They may want to put a slipcover on the couch, or put a different rug or bedding in the unit. It sounds like you are concerned about not paying additional fees for your animal, but it is absolutely not nice or courteous to show up at a listing that does not take pets with your assistance animal, and no advance warning.

Also keep in mind that for every "legitimate" assistance animal out there, there are probably 10 people who just want to travel with their pet, and take advantage of AirBnB's lax policy on providing proof that the animal is a documented ESA or service animal. 

[Sarah977]

@Efren25  "I have to feel a bit offended that you might be insinuating my situation is merely so my pet can travel with me."

Not sure if that was a response to me or Jennifer, but that's not what I was doing. I was just trying to explain why hosts are very wary about guests who claim their dog is an assistance animal- because so many dog owners lie about it. 

I don't know you, so I wouldn't presume to know that one way or the other.

And yes, Airbnb should definitely require a fee for extra cleaning for bringing a service or assistance animal, and hosts have been asking Airbnb for that for years, but they don't listen. Perhaps guests like you with assistance animals should be telling Airbnb that it would make it easier for you to rent a place if Airbnb allowed hosts to charge for service and assistance animals, just as hosts are able to add a pet fee for a regular pet. There's nothing discriminatory about that, it's just a practical thing-it takes more time to clean up after a dog, as most shed, and many climb on the furniture.

But just the fact that your dog did what you say is minor damage ( how do you know what's minor or how much it will cost to fix?) means you weren't paying attention to what your dog was doing. If your dog damages things, why do you feel it's okay to rent someone else's home? My dog is large, just a pet, and has never done damage to anything in her 13 years of life.

I do have a hard time believing a neighbor would say your dog was running around their property if it is always inside with you or on a leash when out. What would be the point of them making that up? Someone isn't telling the truth, whether it's you, the neighbor, or the host. The whole situation sounds quite odd.

[Efren25]

That response was to Jennifer.

I am a rather laid back person and have learned to appreciate more than material objects especially during these difficult times. As such, I consider minor damage small scratches on the screen door that I didn't notice and did not impede in the duty of the screen door (see below). That is my point of view but am (was) willing to fix if it had been brought up properly without false accusations made against me.

Screen door purpose: They provide protection from pests and bugs while letting in air continuously.

I am not sure the purpose to be honest. Perhaps, they did not want any animals in the condo. I told the Host it was an assistance animal and they turned around and told ABNB it was a "pet". That is my issue not the fact that there was minor damage.

[Sarah977]

@Efren25  We all know what the purpose of a screen door is. And you being a laid back.person is completely irrelevant to damages done to someone else's home. If the wood has been scratched, it will need to be sanded down, filled, restained and sealed. This isn't a 5 minute, $10 job. It's disrespectful to expect someone else to view damaging their stuff as something that doesn't need repairing, just because you wouldn't think anything of some scratches on a door.

[Efren25]

That is the price of renting out a home. Those minor bumps and bruises are to be expected. That is what the profits are for, to reinvest in your home. 

Can you really expect to convert your home into a business but not want to deal with the effects of starting such a business? Just like landlords come to expect wear and tear on carpets, it can't stay new forever.

I have worked in Uber and I had come to expect some minor damages in my car as a result of turning my vehicle into a cash flow. That is exactly why I had to invest some of my earnings into my car. Or do you agree that an Uber driver has the right to charge you for any minor damages made while you were passenger and that after each ride the car should look like new?

[Mike-And-Jane0]

@Efren25 I find it amazing that you think 'That is what the profits are for, to reinvest in your home. '

If you really think that hosts are providing a 'zero sum' business where they should invest the profits into the home to make up for the damage guests like you do then I for one am glad that you have been removed from the platform.

[Efren25]

Glad you joined the conversation. Why should damages result in false accusations and removing me from the app? Doesn't ABNB advise home owners to get insurance?

Seems like the Hosts on this platform would simply like an easy paycheck rather than running an actual business.

[Sarah977]

@Efren25  Sure, plenty of stuff gets chalked up to normal wear and tear. Sheets and towels  get worn or stained and have to be replaced, walls need to be repainted from time to time, dishes get chipped or broken, mattresses need to be replaced when they get saggy. 

A dog putting scratches in a door that was undamaged before that isn't normal wear and tear, though, anymore than a child scribbling on the walls because the parents weren't paying attention is.

I have hosted a private room/ private bath in my home for 3 years, and no guest has ever damaged anything, even minor damage.

And "an easy paycheck"?  You really are clueless about what hosting involves.

[Efren25]

Nice! 

Now, may you please clarify why the Host inaccurately escalated the issue to ABNB CS team and called my assistance animal a "pet"? Is this against ABNB policies, community standards (honesty) and nondiscrimination policy?

[Sarah977]

@Efren25  I have  no idea why or what the host did, just as I have no idea whether you actually require an assistance animal or whether it is just a pet. I wasn't there, and don't know either of you, so I have no idea what the real situation is, only your side of it.