Lead guest did not disclose information when making reservation - mother disabled, dog enormous!

[Sue127]

Is there a phone number that I can call to discuss? Has anything like this happened to other hosts, if so what did you do? On reflection I think I should have turned mum and dad and dog away yesterday, but they didn't make the booking or fail to disclose information, their son did. My house rules state one small dog and my property is listed as unsuitable for disabled guests. Help!

[Donna15]

@Sue127, here's a UK number.

+44 203 318 1111

Or you can reach them via the Help link at bottom of this page.

Or via Facebook.

https://www.facebook.com/airbnb/?fref=ts

Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

Essential reading for hosts.

Contains a link with several international phone numbers (‘Contact AirBnB’).

https://community.airbnb.com/t5/General-Hosting/Community-Help-Guides/m-p/23100#U23100

Is the son one of the guests, or did he only make the booking? Third-party bookings are not authorised by AirBnB.

[Sue127]

Thanks for the telephone number. The son is part of the party, arriving separately.

[Helen3]

Hi Sue

The fact that the son made the booking rather than the parents is enough to turn the couple away, as you won't be covered by BnB under the host guarantee or if there are any issues to do with their stay.

Hopefully you have now spoken to AirBnB

Good luck

Helen

[Sue127]

Son is member of party with his daughter, arriving separately. On hold with Airbnb! 

[Helen3]

Ah ok.

Still the fact they brought a large dog and your place is not wheelchair accessible means they are likely not to be suitable guests.

You can explain the situation to BnB and see if they can find them alternative accomodation (presuming you have stated only small dogs/not wheelchair accessible in your rules/description).

I am really suprised the son has booked your property without checking the accessibility issue. So unfortunate for his parents.

[City-Limits-Ranch0]

If the dog is a legitimate service dog do not turn it away.  If the disabled person physically cannot safely access the space, then help them find an alternative for her own safety.

I have been sending a message saying 'just confirming, two guests, no children, any pets?'  (We do allow pets.)

[Nancy-E0]

In the US If the dog is a service dog the rules are here: https://www.ada.gov/service_animals_2010.htm

I would suggest you look for your service/guide dog rules - my guess is they may be similar.

If a guest is disabled, they can decide on their own if an place accommodates their disability. Disabilities vary widely - your guests should be able to decide for themselves what their limitations are. In the US if the dog is a service animal,  it is allowed to accompany the hand;er/owner in all public and private places of public accommodation.

[Nancy-E0]

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