Service animals

[Bonnie559]

I have a no pet policy. Recently I had a booking for four days. On the guests second day they asked to alter their stay to two days due to their service animal having an emergency. Which I accommodated.  This was the first time I was aware they had an animal with them.  When they left they sprayed Lysol and opened the windows but several hours later I could smell their animal.  There are several pet friendly Airbnbs in the area.  I read Airbnb's policy on support animals but I feel taken advantage of.  These guests are also hosts from where they live.  Besides not disclosing their service animal they asked for early check in and having a package mailed to the house before they arrived.  With the animal being in the house I feel/will deep clean everything to rid the smell.  I’m pretty upset with this experience.

[Joan2709]

@Bonnie559 

So sorry this happened. What were this guest's (also a Host) reviews like? 

Many Hosts are taken advantage of by guests (it's worse this was also a Host), who claim their pet is a "Service Animal". Airbnb must comply with ADA policies (USA) and the link to Airbnb policies is below. Be sure to read through the policy carefully. Some Hosts have had their listing suspended for discrimination for violating the policy.

Legitimate owners of service animals will normally seek out a listing that allows pets and will notify the Host they are bringing their service animal, but they don't have to. You can only ask 2 questions of a guest who claims a service animal (we normally don't ask as it sets a negative tone) and you cannot require them to provide any proof the animal is a legitimate service animal. 

Just because you are aren't allowed to refuse a "service animal", doesn't mean, you are left without stipulations for the animal. Guests with Service Animals are required to follow certain rules for their service animal as outlined in Airbnb's policy (listed the important ones below). We message guests and politely and state we welcome their service animal and comply with all Airbnb's policies regarding them. Then we provide the link to the policy and list Airbnb's rules and ask them if they have any questions regarding Airbnb's policies and rules for their Service Animal. 

One of the policies says the service animal may not be left alone in the listing (unless you allow it - I wouldn't). This is a big hurdle for those who are trying to pass off a pet as a service animal, as they of course plan to leave the pet alone inside the listing while they go out and recreate. Pets become anxious in a new place and destructive if left inside. Legit service animals are well behaved. Most service animals go where their owners go in public.

There is also a difference between a service animal and an Emotional Support Animal. Currently in the US, you do not have to host a guest with an ESA (except NY & CA). It's best to add that to your Addl House Rules that you don't accept ESAs. 

Service Animals & ESAs (Emotional Support Animals)

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

What Hosts Can't Do

What Hosts Can Do

Other typical requirements are: Pick up all pet poo.

Unfortunately, you will have to deep clean the property at your own expense, including possibly using an ozone machine to remove odors (effective, but use caution as no one can be inside while machine is in use including pets and it can harm plants). Ensure no pet hair is anywhere prior to your next guest (it can stick to appliances, lamp shades, etc.) You might ask a friend or relative to enter the listing after cleaned and see if they notice any odors after you have cleaned it.

For the future, I suggest preparing a Quick Reply that you can send to a guest claiming they have a service animal using the information above. If the guest breaks any of the Airbnb policies, you can contact Airbnb to cancel the stay. However, if the guest removes the animal, you are still required to let the guest stay without the animal. Of course, expect a negative review either way that may be impossible to remove these days. NEVER refer to a service animal as a "pet", as this is considered discriminatory by Airbnb and they can refund the guest stay and suspend your listing if the guest complains. 

[Bonnie559 · Accepted solution]

Joan thank you for providing information and advice about service animals.

it was very helpful and I have incorporated some of the information in my listing.

These guests/hosts had great reviews.  My experience with them is nothing like their reviews.  I’m hesitant to leave a review.  They have not left me a review even though they said they were going to leave a 5 star review…

Thank you again for commenting on my post.

Bonnie

[Joan2709]

@Bonnie559 

Yes...I believe these guests did take advantage. They are not required to notify you they are bringing a service animal, but most legit owners of service animals will do so. That said, some legit owners have experienced discrimination from Hosts, so perhaps that's why they didn't notify you. As hosts, they should have chosen a property that accepts pets IMHO.

Just curious, did you check to see what their reviews were of other properties? That might give you a clue if they are prone to being negative in their reviews.

Reviews - Guests With Service Animals

Be VERY careful if you do write a review; I wouldn't say ANYTHING about the service animal as this could lead to Airbnb not only removing your review, but suspending your listing for discrimination. If you leave a review I would start by complimenting them on anything they did well  and you could then say  "some additional specialized cleaning was required after their stay" - but that is up to you. You may wish to just leave a very basic review and not mention addl cleaning at all.

If they do write a review that is at all negative, be sure NOT to mention the service animal in your public response. Airbnb will remove your public response leaving you with no way to refute their negative claims (if any) for future guests to see. I would mark would not Host again.

That said, use all the tools Airbnb provides for you as a Host in the future if this happens again. All very friendly and pointing to Airbnb policies regarding service animals, including they may not be left alone in the listing. 

I would add No pets or ESAs to your additional House Rules.

[Peg327]

I completely empathize with your situation as I went through a similar situation with a "No Pet Policy". I had a guest who said she had an ESA. (CA) I typed up legal rules/requests which she okay'd. (Such as: Cannot leave the dog alone in the Apt, must be on leash outside with her at all times, no access to the couch or bed, but if it needed to assist her, use the provided sheets to be placed over the couch) Her first day she left without her dog. I heard some sounds & found another guest ( her elderly mother it turns out) sitting with the dog. This was the main guest's reasoning for the dog not being left alone per the rules since she was "not alone" The elderly mother had no control of the dog & could not even walk it to the end of our driveway. I only accept one guest in this small unit. I alerted Airbnb. One morning, the guest let the dog run freely up & down the street, screaming for the dog to return which took over 30 minutes (not the behavior of a service animal) This was only the beginning. After 4 nights of their stay the place stunk like Dog poop and pee. Dog poop & pee stains everywhere. She took the provided sheet to cover the couch had the place professionally deep cleaned, but the carpet cleaning service could not come for a week, (therefore unable to to rebook) plus it has to be aired out with  air cleaners anyway. I had a strong feeling from the start the guest was not truthful re the ESA but being in CA, had to accept. Unfortunately, I went through Airbnb support which was painstakingly challenging for several months with very little support.

Now, all reservations are on a request to book & no auto bookings. If there is a specific request with a "service animal", I ask those two questions that Joan2708 mentioned, without hesitation. I was going to accept a reservation with a service dog  at one point, but then another reservation came in for similar dates so dates were not available. It is unfortunate how little the hosts/super hosts are supported with this issue & opened the consideration of no longer hosting. Fortunately, it is was a rare occurrence.

[Bonnie559]

Hi @Peg327.

Thank you for your comments.  
I’m sorry this happened to you too.

I’m trying to get an Airbnb exemption for all animals.  I also process homemade goods out of my home and Oregon State law prohibits animals being in the house.

Bonnie

[Helen3]

Hi Bonnie 

they can leave early if they want but I wouldn't have refunded .

yes they absolutely should have notified you but I am not sure they have to under Airbnb's policy.

i wouldn't have accepted a request to accept a package before they arrived . 

do leave an honest review to warn other hosts considering these guests. 

[Bonnie559]

Hi @Helen3.

I  appreciate you responding to my post.

 I wanted to be accommodating and helpful but feel they really took advantage of me.

Bonnie