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

[Efren25]

Thanks for your input moving forward.

I was looking for help on whether I violated any ABNB policies or if the host violated any policies. If you happen to know anything about the time you have to report damages, that would also prove helpful. Thanks.

[Efren25]

Sorry, also forgot to mention. The reimbursement request was made over a week after I had left the premises. Is this allowed? I didn't see anything about that in the ABNB help guide. Any help is appreciated.

[Sarah977]

@Efren25  Yes, a request for damages or extra cleaning can be made at any time. 

[Angelica-Y-Jorge0]

@Efren25 We happily accept pets or service animals on our property with all fees built into the nightly price we do not even charge a cleaning fee. We have yet to have a problem with any pet. If we did, we would expect the guest to cover the damages.

No matter the situation with Airbnb or the host. I feel it is your responsibility to cover the cost to repair or replace the screen door. You damaged it you should pay for it no matter what else is going on.

Although I too find this situation odd as I have rarely seen Airbnb ban a guest. It could be a legitimate mistake or CSR making the wrong decision. I suggest you post to Airbnb on Twitter as they tend to quickly respond there in a fair and equitable way. I hope it was a mistake and you can have your account reinstated.

[Efren25]

Yes. I had not had issues either with my assistance animal so I am surprised as well and the fact it was brought up a week later makes me wonder...

I have contacted ABNB on twitter but in another open case has been open since December 2020 and have not heard back since mid-Dec 2020. They keep saying someone is looking into it but they had mentioned a few days ago the latest notes they had were back in mid April. Any idea how long this case takes? Additionally, with my account blocked they said they are not mandated to provide any support. 

[Angelica-Y-Jorge0]

@Efren25 I think you need to settle the amount owed determined by Airbnb. Once you do that they may be more open to working with you.

Airbnb never provides hosts with more money than they deserve. In fact, it is usually a fraction of the damage. The host must go through a lengthy process to make the claim with photos and documentation. 

If Airbnb says you owe it I would be confident you do. Pay that debt off and see if that helps your case with them.

[Efren25]

Thank you, advice noted.

Currently, I am unable to access account to respond and ABNB says it will reach out to me. I have not heard back yet as far as I am aware - not through phone call at least - since I cannot access my ABNB inbox. I've never been involved in this process so I am unaware how it works.

[Branka-and-Silvia0]

I totally agree with everything @Sarah977 said.

I own the dog myself, I only book pet-friendly listings and I always contact the owner BEFORE booking and tell him that I am bringing the dog, ask about the dog fee, and if there is something I need to know. I would do the same if I would have ADA or ESA dog or if I would book a hotel.  I just can't imagine showing up with a dog without mentioning it upfront because It's a matter of respect.

Anyone can say his dog is an ADA service dog but just a few are willing to prove it, even if they have all the papers. And we know anyone can buy an ESA certificate online for a few bucks. And all of them demand their "disability" rights, for free, of course.  No wonder hosts feel used, cheated, and irritated about it and would do whatever they can to decline or cancel such booking.

If I were you I wouldn't waste any more time getting back on Airbnb, there is almost no chance you will succeed.

[Efren25]

I am certainly willing to prove it. Otherwise, why would I bother mentioning and posting this?

what ABNB policy did I violate by not disclosing the assistance animal? 

[Mark116]

@Efren25   If the dog was observed running free by neighbors, combined with damage done by the dog...scratching the door...it is suggestive that the animal was not a trained assistance animal.  Airbnb rules on assistance/emotional support animal are that it must be under the guests control at all times, not left alone, etc. 

You did not violate any policy by not disclosing the animal, but, most people would consider it rude to show up at a no pet property with an animal that hadn't been disclosed just because you 'can'. 

As other hosts have said, Airbnb is extremely guest friendly, so given you say you have been banned from the platform, I have to wonder if there is not more to this story.

[Efren25]

Animals do animal things, my assistance animal is not perfect and willing to admit that. Does not mean that is should not be considered an assistance animal.

Agreed it is rude. ABNB should rewrite the policy and take hosts opinion into consideration when writing policy.

As far as I know, it was just the profanity that got me kicked off the platform. That was the official reason they gave me. 

[Till-and-Jutta0]

It seems that @Efren25 opened a second Airbnb account to access the CC as the original account has been suspended.

I wonder if this complies with Airbnb’s terms, which state:

13.5 Effect of Termination […] If your access to or use of the Airbnb Platform has been limited, or your Airbnb account has been suspended, or this agreement has been terminated by us, you may not register a new account or access or use the Airbnb Platform through an account of another Member.

[Efren25]

Did the Host comply with the terms of agreement and ND and standards of the community by deliberately lying to ABNB support team? 

[Ute42]

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@Efren25  

To be honest, I don't believe Your story.

I've been reading the Community Center for 3 years, and I never saw a story in wich airbnb has decided against a guest with a Service Animal.

You said You were banned because of profanities but You don't copy-and-paste in here what You actually wrote. So how can we make a judgement over it?

You said You were working in uber driving around guests in Your car. Does uber really allow drivers driving around guests with a service animal dog in their cars?

Here's a screenshot of Your profile:

You say „no pets“ but You do have a dog. You are misleading hosts in Your profile already.

I don't believe Your story. Airbnb banning a guest with a „service dog“ is an absolutely drastic sanction. I think this story would read completely different if told by the host.

[Efren25]

An assistance animal is not a pet. Why would I post this if I were lying ? To make myself feel better?