@Carissa93
This is a "touchy" situation. Good advice from @Joelle43 and @Mike-And-Jane0 . As @Mike-And-Jane0 state, It's best not let on to the guest that you are questioning their fake service animal (actually a pet). If you do, you can almost guarantee the guest will complain to Airbnb and you risk your listing being suspended while they investigate discrimination claims from the guest. Guests try this fake service animal bit; especially with new Hosts. A true service animal is almost always with the owner. Most legit owners would never even consider staying at an Airbnb that doesn't even accept pets.
We have a Quick Reply for "Service Animal" inquiries (see below). Be advised though, guests bringing a "service animal" don't even need to tell you...they can just show up with a dog and claim it's a service animal. Once we send our service animal Quick Reply, some won't even book (yay!). The goal is to stop them from booking in the first place. If they just arrive with the "service animal" you can still send them the Quick Reply. You do have the right to have Airbnb cancel the booking if they violate the policies (especially the one about not leaving the dog alone), but be prepared for a big mess and a negative review. BTW, Airbnb would still require you to allow the guest to stay without the service animal (they would have to board it somewhere).
We generally find our Quick Reply message stops most of this, but not always. Remember, even if the reservation is canceled after they start the stay, they can still leave a negative review. Just be sure when you write your review you don't give Airbnb a reason to remove it. Don't mention "service animal" or use the word "pet" in any communication with the guest or in your review. Maybe say something like, "unfortunately, this guest didn't follow some important house rules requiring additional cleaning after their stay."
Quick Reply
⫸ Service Animals
We're happy to welcome your well-behaved Service Animal to our home! We recognize how vital they are in providing assistance and support to individuals with disabilities. Below is a link to Airbnb's policies for Hosts and Guests in connection with Service Animals:
Airbnb Policies Service Animals & ESAs:
https://www.airbnb.com/help/article/1869
⫸ ESAs (Emotional Support Animals)
Please note Airbnb’s policies (see link above) state ESAs are NOT considered Service Animals. Unfortunately, we are unable to accommodate ESAs.
⫸ Airbnb's Requirements for a Guest's Service Animal:
"A guest’s service animal must not be:
- Out of control
- Unhousebroken
- Left alone at the listing without prior approval
- Allowed into areas that are considered unauthorized to the guest
- Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control.
⫸ Per Airbnb's policies above, we require Guests with Service Animals:
- Keep the service animal on a leash at all times while outside
- Guests may not leave the service animal alone in/around property; even if in a crate
- Service animals are not permitted on beds or furniture
- Pick up all poo and dispose of in appropriate bin
Please let us know if you have any questions regarding the above policies. We look forward to seeing you (check-in date).
