What do you do when someone brings a pet?

[Meg1428]

Hi everyone! We have been hosting for just over a year now and have a strict no pets rule. We have noticed on our exterior cameras that our current renters have brought a dog with them. What do we do in this situation? We are obviously not happy. Any help/suggestions would be greatly appreciated.

[Emiel1]

@Meg1428 

You should bring to the attention of the guest pets are not allowed.

(I realise this is rather obvious answer)

[Colleen253]

@Meg1428 Whatever you do, I wouldn't let it be known that this was revealed to you on camera. If the guest retaliates with a complaint to Airbnb, your listing will be suspended. It does not matter if you have properly disclosed security cameras. 

[Meg1428]

The cameras are on the exterior of the property and are disclosed. But regardless our neighbours have seen the dog too. It’s such a disaster. I’m not sure what to do! 

[Mark116]

@Meg1428  Contact the guests and tell them that neighbors reported a pet dog in the listing and that if they did not realize the property is a non pet listing, that it is.  I believe Airbnb regs say you have to allow them the option of staying and boarding the dog.

If they tell you the dog is an 'emotional support animal' you can refer them to Airbnb's policy that these are to be disclosed to the host and are allowed only at the host discretion.

If they tell you it is a service dog, ask them what tasks the dog is trained for and point them to the Airbnb rules that the dog is expected to be with the handler at all times and not left alone in the listing, and if your neighbors tell you or the camera shows they are/have left the dog in the listing alone then contact Airbnb for a neutral cancellations.  Do not cancel the reservation yourself.

[Becky-and-Jared0]

@Meg1428 @Mark116, I'll paste the Airbnb policy below, but it is worth noting that unfortunately, the guest is "not required to disclose the presence of a service animal before booking."

If a guest shows up with a dog, I approach them, usually by phone. It is good to start by pointing out the presence of the dog and asking if it is a pet or a support or service dog. Knowing this is important, because I believe the policy states you can deny emotional support animals, but not service dogs. 

We had to ask a guest to leave once because he brought his dog. We decided to give him a full refund because we didn't expect a booking that time of year anyway. My wife has intense allergies to animals and unfortunately for the hour he was there, the retriever left tons of hair behind. Since then, we made the no pet policy more obvious by adding it to the "other things to note" page. Airbnb puts the House Rules very low on the listing's page, so don't just rely on that.

https://www.airbnb.com/help/article/1869/accessibility-policy

Best Wishes,

Jared