Guest wants full refund for cleanliness, but has more than double the number of guests that are booked on the reservation and has an unauthorized "service animal".

[Kari4334]

I would like some guidance on how to proceed with this situation. 

I have a guest who complained at nearly 1am of bugs in my house. The house was cleaned prior to, and did not have bugs when I walked through the property. They waited 10+ hours until the middle of the night to complain and still stayed in the house. I visited the next day to inspect the property and discuss options. There were some bugs, but I suspect due to the food waste and trash produced by the 9 individuals staying there. There were only 4 guests on the reservation (though my place can accommodate up to 10, only 4 were on the reservation). Additionally, they had an undisclosed pet. Pets and trash do attract bugs, so I suspect this is where they came from. They did say that the animal is a service animal, though I suspect this to be false. I did not push the issue with them. 

I offered to refund them a portion of the cleaning fee, along with a reimbursement for cleaning supplies that they claimed to have bought, if they chose to continue staying. If they chose to leave, I offered to refund a portion of the remaining nightly rate for the rest of their stay. I believe this is a fair resolution, but they insisted on a full refund while staying at the property and said they would invoice me for the inconvenience. 

I contacted Airbnb support for advice, and they told me to try and work it out with the guest. Then later I received a message saying that the guest had also gone to Airbnb support and provided photos of the bugs. What should I do? 

[Joan2709]

@Kari4334 

Sorry this is happening....

What kind of previous reviews did this guest have? Had they any references to bringing unregistered guests in previous reviews. 

When they booked, did you query them as to why they wanted to book such a large house for only 4 guests? 

Exterior Security Cameras

I was wondering why you didn't address the extra guests when they checked in, but I see you don't have exterior security cameras? This is an invitation for someone to bring unregistered guests, as they know they won't be caught on video. I would get cameras ASAP and properly disclose them on the listing.

Unregistered Guests

Once you discovered the unregistered guests, you should have contacted Airbnb to cancel the stay and/or required the unregistered guests to leave. Contact the police if you have to.  I would advise the guest your rules state unregistered guests are not permitted and they broke that rule by having unregistered guests. I expect you are going to get a negative review no matter what you do, so I would get the stay cancelled by Airbnb and get them out. I wouldn't offer any refund as they broke your house rules. 

"No guest who is not included in the reservation will be allowed to stay at this property. Registered guests may be asked to leave without a refund if this rule is violated."

I would add to your House Rule above that there will be a $150 per unregistered guest/night. Then go to the addl guest fee on the calendar and add that $150 fee there in preparation for if this happens again. Then you can put in a claim for the unregistered guests in the resolution center in the future. Not sure you can do anything about this case. 

Service Animals

It amazes me what guests will do to avoid paying a small pet fee. You cannot require a guest to advise you they are bringing a service animal as that is discriminatory. You will have to remove the language you have in your additional House Rules, or a guest can claim you are discriminating against them and your listing can be suspended. Guests can choose to disclose a service animal, but don't have to. Most legitimate Service Animal owners will disclose they are bringing a service animal.

"All pets or service animals must also be disclosed to the host. We love pets, but we must know when they are on the property!"

You can require guests to disclose pets on the reservation and in your additional House Rules. Again you need to add a fine for unregistered pets $150/pet per night. For Service Animals if the guest shows up with one and claims it is a Service Animal, just be friendly and say you welcome service animals and you comply with all Airbnb's guidelines for service animals. You may not put special restrictions on a service animal that you don't for pets in your pet policies except that Airbnb says Service Animals. We usually put this in a message to a guest with the link to Airbnb's policies for Service Animals:

Here are some guidelines Airbnb says Hosts can set - 

Service Animals

May NOT be left alone at the listing (this becomes an issue for fake service animals that guests want to leave at the property)

Must be housebroken

Must be on a leash outside or in a public space

Service Animals

https://www.airbnb.com/help/article/1869

Missing Amenities

I noted some important amenities were missing on your listing when checking to see if you had security cameras. Airbnb is saying you don't offer a washer (even though you have a photo of one), Essentials like TP, towels, linens and hot water.

[Kari4334]

Thank you so much for your reply! I thought this situation was resolved, but unfortunately, it was not. I clearly misunderstood the rules regarding discrimination against service animals. Though I do not think an emotional support animal and a service animal are the same. I think maybe the guest has an ESA. I have changed the language in my house rules, like you suggested. 

They stayed for the entirety of the stay and did not take any offers for a partial refund. Also, the bugs are all magically gone now that they are. They have yet to leave a review, but, unfortunately, I did get a message from Airbnb support saying that they will follow up with me via email about discrimination. I would never intentionally discriminate against anyone, especially not someone who is disabled. I'm hoping not to have my listing suspended or taken down. 

[Guy991]

Hello @Kari4334

@Joan2709 gave you a solid and helpful answer. In fact, I learned a lot from another great post of hers about service dogs. I recently hosted one and needed to understand what I can and cannot say or do.

One practice that I approach differently is when a guest is already at the property and wants to check out. I offer them a full refund and let them know they are welcome to leave. The sooner they go, the better.

A bad review, which you should not count on being removed, along with the risk of damage or theft, is just not worth it, in my opinion.

If you give a full refund, there is a much higher chance they will not leave a review at all.

You can always wait until the last day and leave a review to warn other hosts about the unregistered guests.

[Joan2709]

@Guy991 

I think your idea is probably better in this case.....

Get Airbnb to cancel the stay and give them a full refund if they leave ASAP.  

[Elaine701]

@Guy991 

@Joan2709  always amazes me with her in-depth knowledge of Airbnb "rules". Always comprehensive answers to sometimes complex issues. I'm impressed!

The question I have is that if Airbnb customer services doesn't know, recognise or enforce its own rules, or is just too busy or distracted to bother with it, then what difference do these rules actually make? 

[Kari4334]

This is the first situation I have ever had with such a problem. When I visited the property, they seemed like they wanted to stay and get a refund. I wonder if I had gone with the full refund, if they would have left. They said they would invoice me for the inconvenience, and then, while I was there mentioned casually that it would cost significantly more to stay elsewhere.