About the review

[June-Pin-Hui0]

I have a new guest who just checked in last night, and she didn’t mention that she has another guest coming and two big service dogs, I found out can't charge the service dog, in this situation how to leave the reviews on Airbnb for this guest? 

[Joan2709]

Hi @June-Pin-Hui0 

Addl Guests

I would send her a message about the additional guest (hopefully you have an addl guest fee setup) and then have her send you a reservation alteration for the addl guest. Also, hopefully you have something in your addl House Rules about unregistered or undisclosed guests as well.

Service Animals

I would send something like this in a message to her about the service animals:

Hi (Guest Name)

⫸ Service Animals

We're happy to welcome your well-behaved Service Animals to our Home! We wanted to pass along that we fully comply with all Airbnb's policies regarding Service Animals. Airbnb's policies are below for reference: https://www.airbnb.com/help/article/1869:

"Service Animal: A dog or miniature horse that is individually trained to do work or perform tasks for people with disabilities."

"A guest’s service animal must not be:

• Out of control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that are considered unauthorized to the guest
• Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control."

Per Airbnb’s policies above, we request service animals be on a leash at all times while outside and not left alone in/around the property. There is wildlife in the area and we are required to abide by local, residential restrictions (if this is true). Please note: we have 3 dogs and 3 cats (if you have pets) that live on the property.

Thank you!

Review

It all depends on how she responds to your addl guest and service animal messages and what state the property is left in. If she doesn't pay the addl guest fee i would mention it in the review and reduce her communication and house rules stars. Be very careful about mentioning the service animals in a review (remember guests are not required to tell a host they are bringing them). If there is a mess, or they don't abide by your requests to keep leashed outside, not leave along in property, etc. you could say something like,

"We enjoyed hosting (guest name) and their two service animals, but they seemed a bit upset when they were left alone in the property..."

This will let other Hosts know they did not comply with Airbnb's policies about service animals not being left alone in the property.

[Joanne844]

What I would do it is Chasen her out immediately abd cancel her reservation, I won let her put a feet in my place, call customer support inmediately and reported, and ask then to help you. That is my concerning about aurbnb, they do not have a direct line for owner and is really bad the communication with then, was happened to me last month with one of my guest and I was more than 40 minutes waiting for so eone answer my call... is a shame that airbnb do not have owner customer support line when we have emergency with guest.

[Kia272]

@June-Pin-Hui0 I've never heard of one person with two service dogs. It's not a thing. This person is playing you. 

[Helen3]

Hello @June-Pin-Hui0 

1. You only have to accept the guest who is on the booking 

2. read up on Airbnbs policy for service dogs . You can ask the guest what tasks the service dog is helping her with and confirm as a service dog it must be with her at all times and not left in the property by itself 

However as the service dogs haven't arrived with her on check in they are clearly not hers but belong to her friend .

in your situation I would not accept her friend being added to the booking, then you don't need to accept the service animals as they don't belong to the person booking 

[Joan2709]

@June-Pin-Hui0 

I had not read your post correctly. @Helen3 is right, If the "service dogs" belong to an unregistered guest, then don't accept the unregistered guest. If you have already allowed the unregistered guest and "service dogs" on the property, that might be difficult to resolve.  

Airbnb does not require "guests" to disclose they are bringing a service animal prior to arriving at your property. You cannot refuse a "guests" service animal (unless in a homeshare situation and someone is allergic or causes an unusual hardship on the Host). 

[Breanna]

We'd love to hear how you decided to approach the situation in the end @June-Pin-Hui0 😊