guest instant booked with an infant and service animal even though my listing says we cant accept

[Debbie106]

A guest just instant booked our place.  She has an infant and a service animal and our listing states that we do not accept either children or pets.  Since I know I will get penalized if I cancel the reservation, I asked her to cancel, but she is not responding.  Why should I be made to feel afraid about cancelling a reservation if it does not meet our rules?  Our place is not child safe and we are in a community that does not allow animals without a hefty fee.

[Helen3 · Accepted solution]

Hello @Debbie106

If you have a look at the Airbnb Help Centre, it makes it clear with IB you don't have to accept a booking which breaks your house rules, if you have ticked no to infants on your listing, you can cancel.

Not so for the service dog https://www.airbnb.co.uk/help/article/1869/what-is-an-assistance-animal, unless health or safety issues are involved.

Do have a look through the Help Centre and you can use the search function here. Most issues are covered.

[Rebecca181]

@Debbie106 @Helen The Airbnb policy around this implies emotional support animals are to be treated in the same manner as ADA-protected service dogs or mini-ponies. Federal law does not require this, and most state-adapted FHA laws also do not require this, as most Airbnb's are considered 'transient' housing. So I am curious: Was this an actual ADA-protected dog or mini-pony, or an Emotional Support Animal (ESA) - which, by the way, are not required to have any training and can be any size, any weight, and any kind of animal, and which are deemed to be an ESA via an easy online registration process that blatantly advertise "Take your dog or cat with you when you travel and never pay any extra fees!"

[Ann32229]

Our settings are for no children under 12 or pets. Yet people are searching for properties which accept children and pets, and our property is coming up in their search. They are even making bookings (see the image which shows that they can book children). How can I stop this? Thank you.