Help with disruptive service animal

[Jennifer1037]

Hello--I recently had a really horrible experience hosting (I have hosted over 9k people in my home over the last 9 years...and I rarely have any issues! 99% of the reviews I leave are excellent reviews and I truly enjoy all the people I have in my home) and I would like some advice. 

My property is no pets because my daughter has serious animal allergies. A lady booked and said she was bringing her service dog (a black pug). Knowing I cannot refuse a service animal, I asked that the animal not get on any furniture and she said her dog had to sleep in the bed with her. I felt I had no choice with her demand, so I asked that the dog just only get on the one bed and not all four. During their stay, many things led me to think this dog was not a real service dog (or very poorly trained)--she barked in the house, she was walked by multiple guests, and she never wore a vest. After they checked out, I came up the most disgusting cleanup--thousands of dog hairs over all four beds. 

I wrote an honest and negative review consisting of the facts that this service dog did not follow any of my guidelines--it caused 4 extra hours of cleanup and put my family in danger because of my daughter's allergies (and future guests' allergies who book my place upon the promise that no animals come here). 

My review was taken down by Airbnb because I mentioned "service animal" and that is apparently a private matter. I am not allowed to charge them a cleanup or pet fee (since it's a service animal). What do I do in the future to avoid this disaster? It seems as if anybody can book a "service animal" (I'm not allowed to ask for paperwork, or charge a fee, or even write a review if The dog is terribly misbehaved). I feel that people can completely take advantage of booking a popular, clean property without paying any additional fees and imposing their poorly behaved dog with no consequences. Has anybody else had this experience and how can I prevent this in the future? 

[Dawn241]

Ironically I have a black pug- I have 3 pugs. I haven’t heard of pugs being service animals. In AZ the service animal has to be trained to provide a service, it is not an emotional support dog. This fact sheet is for all of the country. What questions you can and can’t ask and if a dog is not house broken or causes a nuisance you can ask them to leave. https://addpc.az.gov/sites/default/files/Service%20Animal%20Fact%20Sheet.pdf

[Jennifer1037]

Thanks, Dawn! I appreciate the feedback!

[Marie8425]

@Jennifer1037 

We are allowed our disability aides as long as we don't cause a medical risk to someone else.  An allergy is considered to be a high medical risk because breathing may be affected.  If your daughter's GP gives you a medical note that she suffers allergies.  Submitting that to Airbnb will get you an exception to legally not accept.

[Jennifer1037]

Thank you for this advice!! This is super helpful!

[Helen3]

What a horrible experience. Did you read Airbnbs service animal policy when the guest asked to book? I'm surprised you didn't ask for an exemption because of your daughters health  @Jennifer1037 

I haven't heard of pugs being service animals are you sure it wasn't an emotional support pet which you could have refused ? 

[Jennifer1037]

Thanks for this feedback! I guess this is part of my question--how are we as hosts able to prove that It is a service animal? We are not allowed to ask for paperwork, so I am assuming that it was actually an emotional support pet (at the most). But I am in a pickle when I can't ask for any proof--I wish Airbnb could require guests to submit paperwork to Airbnb and get verified somehow--because it puts hosts in an impossible position. I know for a fact that people just lie because I have some acquaintances that have admitted to just saying their regular pets are service animals in order to avoid any extra fees. 

[Marie8425]

@Jennifer1037 

There is no Federal licensing as a Service Animal, that is left to the states.  Most states do not have a registry yet so there is no paperwork.  In Hawaii, there is no registry so people are always taking their dogs on the public bus system and the bus driver can not say no unless dog is unruly.  As to breed of dog that doesn't matter there is nothing that says only a German Shepard.  It is more does the animal performs a task for the disabled person?  ESA dogs do perform a task if real.  I just tell my Guests great yolu need an ESA while at my house.  If you need to bring your ESA on a week long vacation then it is perfectly reasonable for me to expect that you will have the Service Animal with you when your not at the property.  You can't time your mental health disability to only after dinner and being someplace different is always a mental stimulate so you need your tool.