Looks like we're not the first hosts to question Airbnb's policy regarding ESAs. We just sent in this feedback and are hoping Airbnb will respond.
Not sure that Airbnb has responded to the issue on this forum but we encourage other hosts to send in their feedback here.
Dear Airbnb,
We are writing about Airbnb's policy regarding guests traveling with "emotional support animals" or ESAs. While we believe in inclusiveness, it's been well documented that ESAs are not the same as actual Service Animals. Consequently it is unfair for Airbnb to require hosts to accept guests with ESAs and to penalize them if they refuse for multiple reasons:
1. It is rather easy to get an ESA certificate based on nothing more than asking one's doctor. There is no protocol for a true diagnosis that definitively determines that an ESA is a "cure" or "treatment" or "necessary" for a person's well being.
2. I have asked individuals traveling with ESAs how they got the approval and they said, "Oh, I just went to my doctor. It was easy."
3. As a host, we pride ourselves in ensuring that our properties are allergen free. Forcing hosts to host guests with ESAs is unreasonable and an invasion of hosts standards. We are inviting guests into our homes. ESAs are typically small animals and we have no way of controlling their dander, getting on the furniture and beds, or urinating/defecating on the floor. Large ESAs would present even more risk.
4. Airbnb relies on hosts for its revenues; however, Airbnb policies tend to favor the guests. Of course we have experienced being Airbnb guests as well and appreciate the site's policies but it seems to be lopsided in terms of supporting hosts vs. guests.
Please carefully review your ESA policy. It should be optional not mandatory for hosts to accept. We had a reservation booked for months and only two days before the arrival date did the guest bother to let us know that they would be accompanied by an ESA. If their ESA was so critical to their needs, why would they wait until the last minute to inform the host? This was very suspect; just trying to sneak in their dog at the last minute. We ended up losing the reservation and income because of Airbnb's current ESA policy. That is wrong! We depend on our Airbnbs for our livelihood and to have a last minute cancellation due to NO fault of ours was bad enough but that it was supported by Airbnb exemplifies our earlier point that Airbnb favors guests over hosts.
Today
American Airlines and other carriers announced they are tightening restrictions on passengers with so-called ESAs. We advise Airbnb to do the same. We are dog owners ourselves and sure, it makes me happier to have my dogs with me but we RESPECT that our hosts' no pets policy. Being an animal owner means taking responsibility. When we travel, we find alternative arrangements for our dogs. This is about business and giving our guests a clean, allergen-free home.
Being in California (as are we), Airbnb cites the state's rather lax "tenants and ESAs" laws but it is irresponsible for Airbnb not to take a closer look at this important and divisive issue. Overall, Airbnb should acknowledge that hosts are supplying critical housing whereas there will always be lodging demands by guests. We ask that Airbnb follow the major airlines lead and closely monitor those claiming to need an ESA.
We don't just want this to go into the Feedback inbox. We appreciate your thoughtful response via email or in the Airbnb app because this is an issue that affects ALL Airbnb hosts.