Why are we punished for refusing a reservation with pets when we specifically stated no pets?

[Yvonne216]

This seems very unfair you'd be mad to allow labrador puppies in a newly refurbished house

[Mike340]

@Yvonne0

In what way are you actually being punished?...have you had to cancel the reservation because you then found out they were bringing puppies? ..If it was for example an instant booking and the guest hasnt followed your rules then you should be able to talk to Airbnb and have any penalty reversed. They may well see the conversations with your guests that clearly show the guest has made the fault/error.

[Yvonne216]

Thanks Mike

So we don't have 100% accepted reservations as a result of resfusing this person. Does this matter?

so how do I go about talking to airbnb to have this penalty reversed? is there a number we can call or someone to email?

Kind Regards

Yvonne

[Pete28]

you better hope they aren't emotional support animals - you can't refuse them and risk have your listing removed if you do. 

[Mike340]

@Yvonne216

If you just declined the reservation (rather than cancelled it) then that does not matter so much. You do have an "acceptance %" score but that does not count towards any Superhost scoring. However the acceptance % doesnt give details as to why you might have not accepted a reservation. I think when you do decline a reservation there is a box in which you type the reason. That ma stay on your file...I do not know. If it is your only reservation decline,I would not worry too much about it. Profiles overall do contain a lot of information and it is quite common for guests to either not read details or confuse the details of one apartment with another.It happens.

[Yvonne216]

Thanks for your help Mike much appreciated.

Kind regards

Yvonne