Dog policy

[Rachel3420]

Hi there community,

I recently hosted a young couple who informed me they were bringing their dog. No problem, I have the following policy: 

PETS: We consider pets on a case by case basis. We request that you keep your dogs on leash at all times. Our farm has 5 dogs. if requested before arrival, they will be closed in our house's yard during your stay, but it's possible one of them may be out with the owner while doing chores. We will do our best to make sure there aren't any negative interactions with our dogs. Please let us know via message if you see any dogs out and about, they may belong to neighbors. In addition, we do not allow pets to be left at the property unattended.

After booking they informed me they would be leaving the dog in the unit while attending a wedding, but not to worry, they would be using a pet cam and would only be 5 minutes away. I initially felt this was a red flag and cancelled their reservation, apologizing but pointing to my policy that we don't allow unattended pets.

I've pasted the following messages from what ensued thereafter. 

Guest:

Ok let’s try again! We’ll look for other arrangements for our dog while at the wedding and not leave him unattended at the cabin. Thanks 🙂

Me: 

Hi Guest, thanks for booking with us.

I'll send your check-in details before your arrival.

In the meantime, if you have any questions or need distances to key attractions in the area or any other advice in planning your trip, feel free to reach out. Looking forward to hosting you! I was talking to my 15 year old daughter about this situation and she asked if the dog could be crated most of the time, then she would be willing to pet sit for a fee. Is this something you'd be interested in?

Guest:

That is so sweet! Thank you. He doesn’t have a crate, but is very well natured, even when alone.

He’s two years old and mixed breed, 70lbs of pure goofball. He’s very gentle around kids and loves all dogs.

That’s such a sweet offer, and totally understand if not doable without the crate.

We’re happy to start by meeting you and your daughter and going from there on the day, and we’ll have a backup plan in place in case we’re not all 1000% comfortable.

Day of arrival: we meet guests, dog is very sweet, but large breed and only 1 year old. I ask again if they would like to pay for pet sitting. They decline. They say they will take the dog with them in the car if it does not work out in the cabin, and they will watch on the monitor. Despite my misgivings, I agree, and dog is left inside the cabin, with the baby cam on. 5 minutes later, and he is barking incessantly. Guests return in about 30 minutes (I don't interact) and do something with the dog, and leave again. Dog continues to bark and whine. I have several dogs on the property ( about 200 feet away, in a fenced yard). Everytime this dog is freaking out, my dogs freak out and everyone is barking and howling. About 2 hours later, when I believe there is a break between the ceremony and reception, I send this message:

Hi there, ____ has been barking and I am concerned there could be damage to the unit with him being left alone and agitated. I would prefer if you could come back and get him. It was against my better judgement that we bent the unattended dog rule for you guys. I am sorry it’s not working like you hoped for! My daughter should be home around 7 and can watch him outside/on leash until about 11 pm. I’d prefer one of you to be back by then, or take ____ with you again. Thanks!

Guests return and pickup the dog, but I can tell they are unhappy to have their fun wedding time interrupted. They leave fairly early the next morning. 

I am lucky, there were only a few scratches on the floor from the dog-- I breathe a sigh of relief, and am thankful I don't have to repaint any door frames or repair bedding or furniture. 

I receive a 4 star review where Guest says "pet policy was unclear"

So, Airbnb community, what can I do to be more clear with my pet policy? Decline the reservation (as was my first instinct?)

I'm a new host, is it typical for guests to leave pets alone inside the rental units? 

Thanks for any advice!!

[Marie8425]

@Rachel3420 

I agree with you, I am not renting a big dog kennel.  Looking art your House RulesIt doesn't say do nort leave pet alone in unit.  People don't usually take their dog to a wedding, theu just wanted something cheaper thanappropriaye care.  A dog who is a barker and whiner the owners are aware.  

Jusr add one line to house rules mo unattended pets in unit.  Most people are enjoying their vacation with their fur baby.  I have had Guestswho are staying and definately their pet can't go with them, like the wedding  I unsist that their animal be a dog socialized and I dog sit with my 2 dogs,

[Rachel3420]

Hi @Marie8425 

I do see that the sentence "In addition, we do not allow pets to be left at the property unattended." is buried in the house rules. I will move it up to the top, right after asking that pets be leashed. Or do you think I should say we do not allow pets to be left in the rental units unattended? Is that more clear? Thanks for your help!

[Marie8425]

@Rachel3420 

The thing is don't change what works and 100;s of Guests love based on the opinion of a pet owner willing to put her pet in a enviroment thay would knowingly be stressful to her pet and sfressful to the Host because she wanted to enjoy a wedding.

Do not let somebody just inconsiderate who you probably see again.  Your Guests give you a lot of glowing Reviews.  It is not anything you did and every once in a while it happens.

[Frances3408]

@Rachel3420 . I'd recommend being more specific in your pet policy within the listing itself rather than case by case. I update mine regularly. For example in my studio listing I have now restricted dog size and suggest another of my listings for larger dogs. It doesnt mean 100% pet owners will obey your rules (I do ask questions at booking) but having specific ones in writing makes it a clearer choice for guests. I also have a rule about unattended pets that does get broken from time to time but unless it causes issues (and if they leave the place clean) I usually ignore.

But your main mistake was to mention the daughter's services. They took that as a back down. Given the result would you have chosen to host them? Maybe the rating and review plus payment was a reasonable result.