Airbnb and its pet policies

[Donata12]

I believe there is a real URGENT need for Airbnb to finally clarify its pet policies. Pet policies should apply based on laws and regulations of the host's location and not Airbnb TOs as they cannot overrule local jurisdictions. There is way too much confusion on this topic and the result is that hosts are always nailed or held hostages of bad reviews and inconsistent support from the platform  and its CMs.

Most urgent is:

1. define and limit allowed dogs to Service Dogs Only. These  are recognized in most countries. 

2. Get rid of ESAs (emotional Support Dogs) . This is mainly recognized in the States and anybody can get a certificate (false) on line so it should not be even included in TOs

3. Hosts are not hotels and they don't host in hundreds of rooms. Allow hosts to collect a Pet fee that has to be high enough to ensure that after a pet stay deep cleaning and air filtration is performed. Avoiding to do so puts allergic guests at risk.

4. Educate all CMs to offer consistent support and help throughout the platforms when it comes to pet rules. This is more easily done when only Service Animals are considered.

5. Make is mandatory for guests to disclose the presence of a Service Animal. Sneaking in of any animal should be not endorsed under any circumstance.

We really need to voice this concern once and for all, nobody never knows how to behave and react and this is not right!

[Donata12]

I totally agree with you. I am a pet owner too and I would love to allow dogs but the way Airbnb handles pets, pet policies and host rights really needs to be changed and fast.

Yesterday i got an email from Brian C. about the new incredibles things they are implementing for hosts on the platform. I would like to ask if this issue is on the agenda.

Thank you

@Catherine-Powell 

[Marg11]

Under Australian law, emotional support animals are not recognized by the law and hence are not protected. However, for us even Guide Dogs and other working dogs would be a problem as our son is highly allergic to cats and dogs so wouldn't be able to stay with us when he visits for the east coast. The same for some of our guests and that is why we advertise on Airbnb as pet-free. 

[Christine615]

Amen to that. Airbnb claims it doesn't want to discriminate, but then wants hosts to take animals but won't reimburse for pet damage. Plus - it doesn't matter the circumstances - allergens are allergens and that means someone who has allergies can NOT rent an Airbnb that allows them (or requires us to permit them).

At least in the United States, owner occupied buildings or duplexes are not public accomodations under federal law. And the co-pay on Epi-pens (which we keep on hand for family members) is $350 or more even with insurance.

So Airbnb needs to distinguish between individual owners, and those with multiple units.

[Sarah977]

Yes, insisting that it's discriminatory to disallow animals means that guests who have allergies or simply want to stay in a place which has ben animal-free are being discriminated against. And the idea that our private homes are public accommodations is absurd to me.

FYI-I have a friend who has a deathly allergy to bee stings. She stopped buying those Epipens a long time ago- she just buys epinephrin and syringes that she carries with her and keeps on hand. A tiny fraction of the cost of the Epipen.

@Christine615

[Donata12]

the problem is that a unit, like a hotel room, can never be 100% pet free because, by law, service animals are always permitted.

Luckily most countries other than the US do not recognize Emotional support animals (that are not regulated as service animals) because there are a lot of people that fake these documents and they can be obtained online with little effort and no real medical assessment.

Airbnb really needs to step up and implement pet regulations that must include extra fees, extra deposits and more support for hosts.

[Stephanie365]

Absolutely agree. 

The only two animals I've had guests bring were both fakes.  One was supposed to be an ESA. I told the guest the dog MUST not be left alone in the suite, that she MUST provide a bed for the dog and it was NOT allowed on the furniture. When she contacted me about something and I came to the door, guess where the dog was - on the unprotected sofa.  She then left the dog behind when they went out to eat.

The second one was an actual imposter Service Dog and it was a fellow host to pulled this stunt! Except she forgot to tell her Mom who came with her about the ruse. While I could see this geriatric mop dog in his mail order "service dog" vest was a fake, Mom let it slip that he was deaf, blind and they'd just gotten him from a friend who went into a nursing home. "But at least he seems house broken". 

You better believe I called her out on it in my review.

The State of Virginia has since passed a law regarding impersonating service animals. My listing reads: While we do not allow pets, we recognize that LEGITIMATE, trained service animals are not pets and they are more than welcome. However, please be aware that according to Virginia Law, § 51.5-44.1, in Virginia it is a Class 4 misdemeanor to misrepresent a pet as a service animal. Pets misrepresented as "service animals" will be subject to a $250 pet cleaning fee and will be considered a violation of our House Rules and will be reviewed accordingly.

Haven't had anyone try to push their phony "service dogs" on me since.

[Emily-And-Virginia0]

How would you go about collecting that $250 for misrepresented dogs?  real question.  I'm here seeking answers in the same boat.  I tried to collect fees for an unannounced pet guest that caused damage - ABNB told me to take a hike.  That I've got nothing to stand on.  Dogs are 'vermin".   Pets fees are "arbitrary"

If I were allowed to collect my own fees via invoice and keep a card on file, then that takes the onus off airbnb.  as it stands, I risk getting banned if trying to seek funds away from the platform.   Lose - Lose situation for us.

[Melodie-And-John0]

@Donata12 ,  thanks again for starting this thread.  I want to start with saying, I am a huge ADA supporter and spent my life doing more than saying I am, I have an entre suite that is designed to be highly accessible and nearly ADA compliant (thats pretty impressive considering our home is 220 years old).  Even with nearly 500 bookings, we have actually never had a guest with a disability arrive with a "support animal" or even ask if we could accommodate them with one but a year ago I had a nice couple stay in our glamper that had a daughter with an "assistive animal.  They asked if they could have it stay with them for a couple nights because daughter was injured and couldn't care for it at the moment.  I explained that we had to say no because we list our spaces as animal free and even extra deep cleaning wouldn't ensure that would be enough for folks that are sensitive or could die from reacting due to undisclosed invisible dander.  

I noticed some time ago that airbnb was trying to get us all to accept animals as a way to "increase our revenues and theirs)", if it were just that easy most of us would have done that already!!!!    I was going to start a new thread based on the new TOS sign on requirements specifically about the disability Section and its requirement of blind support for its "guests with undisclosed animals in tow clause"-

"Disability

• Airbnb hosts may not:
  • Decline a guest based on any actual or perceived disability.
  • Impose any different terms or conditions based on the fact that the guest has a disability.
  • Substitute their own judgment about whether a unit meets the needs of a guest with a disability for that of the prospective guest.
  • Inquire about the existence or severity of a guest’s disability, or the means used to accommodate any disability. If, however, a potential guest raises his or her disability, a host may, and should, discuss with the potential guest whether the listing meets the potential guest’s needs.
  • Prohibit or limit the use of mobility devices.
  • Charge more in fees for guests with disabilities, including pet fees when the guest has an assistance animal (such as a service or emotional­ support animal) because of the disability.
  • Post any listing or make any statement that discourages or indicates a preference for or against any guest on account of the fact that the guest has a disability.
  • Refuse to communicate with guests through accessible means that are available, including relay operators (for people with hearing impairments) and e-mail (for people with vision impairments using screen readers).
  • Refuse to provide reasonable accommodations, including flexibility when guests with disabilities request modest changes in your house rules, such as bringing an assistance animal that is necessary because of the disability, or using an available parking space near the unit. When a guest requests such an accommodation, the host and the guest should engage in a dialogue to explore mutually agreeable ways to ensure the unit meets the guest’s needs.

• Airbnb hosts may:
  • Provide factually accurate information about the unit’s accessibility features (or lack of them), allowing for guests with disabilities to assess for themselves whether the unit is appropriate to their individual needs.

---

A TOS legalese list as long as the New York Tax forms with new requirements buried within that threaten to put my business plan using Airbnb as a middle person at risk of failure based upon unverified guests with possible vector and dander carrying canines and other critters.   This may be the end of my hosting through Airbnb, "Service and Emotional support animals" cannot and should not be considered  alike period nor is it reasonable to expect that every listing open its doors to unexpected guests that are only classified as "undeniable".   

 Its cheap and cheesy lip service to those with disabilities to require hosts recognize and support blindly  a policy that Airbnb itself wont give any assistance navigating by minimally requiring proof to the assertion of "Support Animal" and certifications that the critter is professionally trained and up to date on vaccinations as a minimal starting point.  Then updating their host pseudo insurance to include covering damage by animals Airbnb is now requiring us to open our doors to.   ADA and other access laws were not designed to intimidate or malign individuals or small businesses that are not able to put unlimited resources or rebuild structures to accommodate all disabilities.  

Lastly, I wonder if Airbnb understands and complies with ADA itself, how many ADA grandfathered facilities does this company own?  Do they inspect and certify all of their buildings and homes and apartments of those they employ that work from a home office as ADA compliant?   I would guess just like most colleges, universities and even many government building, no.    Hypocrisy is not useful , it wont help those with actual disabilities navigate our very challenging planet and only leaves a bad taste in folks mouths that can see through the smoke and mirrors.  

I hope other voices  join in on this conversation, we need to stand strong, these are still our homes and our rules when it comes to species of guests we house, just sayin!!!!!!, stay well, JR

[Donata12]

@Melodie-And-John0 @Stephanie365 

Thank you for your inputs. It really seems unreal that our more than legitimate concerns and cries for a better regulated pet policy are still left unheard.

Stephanie I love the way you are protecting your home and yourself from bogus service animals and the wording you chose. I might steal parts of it with your permission! 

Overall I would have expected that a topic like this would have been on the boards a long time ago since I know for a fact that this is a real issue for us hosts that deal with fakes all the time, have damaged property and furniture and absolutely no support form Airbnb. In many facebook hosts groups this is a daily discussion. It seems unreal that the issue has not been properly addressed yet and I am  starting  to believe that maybe it is a difficult one to address by Airbnb because every province/state/country have different rules and laws. The best way to address it would be a very generalized wording where they could declare that Service Animals and ESAs are regulated based on the local laws and that the hosts have the right to implement these laws accordingly, as well as request extra deposit and extra cleaning fees where necessary.

At this point maybe the other option we have to gain consent and attention is to go public with a petition on change.org.

Let's keep brainstorming here and see if we can come up with a good plan!

[Melodie-And-John0]

@Donata12 , As hosts, most of us only want to serve all of our guests the best ways we can, we generally are very willing to accommodate them in any way reasonably possible and most of us are animal lovers. 

Developing these policies in a vacuum and dropping them like a bomb on hosts that are already struggling from  doesnt endear us to the mothership in many ways!!!!!   What is missing in this thread and most often missing from conversations that effect all of us is any real time guidance or insights from administrative voices within AirBnb on subjects that effect all hosts.  Where is Catherine Powell or @Brian , @Anonymous on a subject as important as this or at least a surrogate that can effect an outcome we can all live with?   They could lose lots of hosts with this policy including yours truly the first time the master of our reality decides to order me to accept guests my spaces are not appropriate to host (no scales, fins, wings or fur please).   Stay well, JR

[Patrick568]

Its time that AirBnnB limit the "emotional support animal" rules. Its an issue and the Airlines have made it clear its an issue with their latest decision. Its time for AirBnB to do the same.

[Melodie-And-John0]

@Donata12 , this thread is nearly a year old now and things pet wise haven't been fixed yet or addressed in any meaningful way when it comes to this topic!    I thought I would tag this post with @Emily-And-Virginia0 who were told  by the CS desk their damage claim was not acceptable because Dogs are "Vermin" and Airbnb doesn't cover damage from Vermin.  Airbnb is sending very mixed messages to hosts and guests with its inconsistent valuation and categorizing of Pets, Dogs,  ESA's (emotional support animals) and Service dogs.

-We are being encouraged almost daily on the listing widget to "Allow Pets (vermin) at your place" "if its right for your listing" in the "Opportunities" tab,  but don't ask them to cover anything that they might do in damages or even request additional payments from guests who forget to tell them they have 'vermin" in tow (extra guest) and or the "Vermin" damages your listing.  

-We are now required to welcome guests with Service Dogs and emotional support animals (More vermin?) with no warning or risk having our accounts shut down for discriminating against those with disabilities.  The  Americans with Disabilities Act wasn't created to be used as a weapon against small businesses or homeowners, just a tool to aid in assisting access where and when reasonably possible and usually only required for larger businesses that have the $$$ resources to accommodate individuals with disabilities.  

@Catherine-Powell,   Personally, I don't believe my little Maddy is Vermin (even if Melodie thinks she is at times) or your Ozzy is but if you as a guest showed up with Ozzy unannounced and or unapproved by me as a host for any reason, that would not be an acceptable situation even if it were for purposes of  ESA or Service Dog 'cause the guests in the other suite and the hosts (us) wouldn't get any sleep.  Our  Maddy who is never allowed into guest or common areas) would still bark the entire night from the host suite (she is not other pet friendly) and the next guest in the guest suite that is supposed to be pet dander free (according to my listing) gives me a bad review cause their severe allergies know there was a dog in that space won't appreciate the false advertising in my listing.  

This seems to be one of those situations and challenges that really could be handled by the new  Host Advisory Board. 

[Sarah977]

I suspect that the CS rep stating that dogs are considered "vermin" has to do with CS reps who aren't fluent in English. Which is unacceptable if they don't even understand word definitions..

ver·min

noun

 

1. wild animals that are believed to be harmful to crops, farm animals, or game, or that carry disease, e.g., rodents.

   • parasitic worms or insects.

     "his clothes are infested with vermin"
   • people perceived as despicable and as causing problems for the rest of society.

     "the vermin who ransacked her house"

      

      

     @Melodie-And-John0

[Christine615]

I really wish Airbnb would stop outsourcing customer service to underpaid gig workers working for third-party companies. It is INSANE what I'm hearing from hosts about the communication gaps.

For Airbnb to be successful they have to stop asking hosts to assume all the risks. Airbnb doesn't own inventory - and if it did try to get into the hosting game under the rules it wants the rest of us to adhere to, they will quickly go broke from all the damages they have to cover.

[Melodie-And-John0]

@Christine615 , There are now 3 active threads in this "Host Circle" chat (one even about a rabbit) that are dealing with animal issues, that should be enough to encourage the mother ship to take this up before it starts costing them hosts.  Keep the drum beat up and stay well, JR