Advice on Undisclosed Pet for No Pets Listing

[Ed472]

My listing is marked as a no pets listing.  Guest showed up with a cat,  a cat condo, and sheets and pillows. The cctv showed this at checkin so we reached out to the guest,  who claims it was Airbnb's fault because he searched for pet friendly listings. Has anybody heard of this happening?

Guest claims the cat is really good and the sheets and pillows are to cover the furniture. 

The Resolution Center is not very clear on options.  This is a new listing with mostly new everything with a 15 day booking.

We updated the new booking auto reply to specifucslly remind guests that this is a no pets listing. Looking for suggestions on how to handle and not jeopardize our rating.

Thanks. 

[Elisa]

Hi @Ed472 😊,

Thank you so much for asking this question here!

Have you found a way to manage this situation in the meantime?

I’m tagging a few experienced hosts to see what advice they can share with you: @Joan2709, @Helen3, @Marie8425 and @Patricia2526.

Thank you in advance, everyone!

[Marie8425]

If he is being honest and was incorrectly informed you accepted pets.  Then he would of marked 1 pet on his reservation so you can check it.  Most properties that do accept pets have a pet fee charge.

If it was on his reservation and you just didn't notice then you are going to decide which impact hurts your property more allowing to stay or Host cancel.

If his reservation doesn't declare a pet.  Don't let him try to bury you in weeds.  The property states No Pets

He did not  reserve for a pet.

So Guest in Violation of a Documented House Rule.

[Helen3]

If your listing doesn't indicate you are pet friendly then the guest is mistaken (or they are just trying to get away with breaking your listing rules) it's surprising that they didn't mention bringing a pet.

Personally I wouldn't not accept the pet at the property . @Ed472  so you can ask Airbnb to cancel the booking . Of course you then risk the guest marking you down in their review .

i wouldn't be held to ransom in this situation but I have lots of five star reviews so one negative review wouldn't have much impact. 

[Marie8425]

@Helen3 @Ed472 

Actually you have to be in your business mindset.

What the Guest did or didn't see on Airbnb, is between Guest and Airbnb.

The Host accepts a reservation for their property.

What did you accept with a pet or with out a pet?

I have never heard of the Platform saying Pet Friendly when Host says No Pets,

The Platform is computers so possible.

Host not expecting pet might not have noticed it declared.

If you have No Pets because cleaning or possible damage, then it is a cat and are we talking a5 day stay or 39 days.  Makes a difference.

Pet allergies again length of stay is a factor.

If the Host has a serious reason for No Pets, medical allergy then yes cancel just not a possibility..

If the Guest didn't declare a pet on the reservation then it is the same as if he declared 1 Guest and arrived with 18.  He can not alter what he also legally agreed to the reservation.

[Frances3408 · Accepted solution]

@Ed472 . Your guest may have started their search with pet friendly then when that didnt show much, zoomed in or out and picked up yours and booked, not checking your no pets status. I've seen this happen with dates and prices not quite matching. Nothing wrong with the system, it just tries to find ways to encourage bookings.

You can check by running an incognito search in your area (ie dont be logged in at the time).

If it is all the guests fault then you can ask Airbnb to cancel, stating guest did not disclose pet. I have hosted 2 indoor cats. They were really well behaved but yes, one left a fair amount of fur. If you are not set up for easy cleaning up after pets I wouldnt do it.

[Helen3]

Great advice @Frances3408 

For me as a pet free household my main reason for not accepting would be it would be unfair to other guests who booked a pet free listing in good faith and who may have pet allergies themselves . 

what did you decide to do @Ed472 

[Ed472]

We ended up charging the guest a weekly pet fee. I'm very confident that  no pets was marked before the listing went live. What I wasn't sure about was it not showing up  in the Airbnb search properly as the guest indicated.  Now that I know they are asked to indicate the number of pets if they are allowed,  I'm not so sure about making this accommodation again.  

Thanks for sharing your knowledge and expertise.  

[Aileen-F-0]

Ed472

OMG, it would have been a nightmare for me. I am so cat allergic it would have been a real health issue for me.

OMG arrived with a cat condo-that's insane.

I am a proud owner of two toy poodles that I am allergy free from their fur, as they don't even shed.

Just can't imagine cat hairs after you hosted these folk, if the cat wasn't contained.