Why can I not refuse guests with service animals?

[Vivian860]

I am at a loss...AirBnB says we HAVE to accept service dogs. This is not ok with my homeowners insurance or my attorney. As a host I have to consider all this:

- Other guests with allergies

- Service animal potty in/on furniture

- Scratching up wood floor

- Tearing up furniture or fabric decor

- Barking (I have other guests in the same building)

- Dog not being on a leash

- Picking up after animal and where do they discard that

- Dog attacking my dog, guests, etc. whos insurance will cover that attack?

- Renting a fabric cleaner to remove pet allergens 

This is simply unacceptable and AirBnB must side with hosts and not guests. I have a house rule that excludes pets; this should undoubtedly include service animals. There are plenty of other hosts that are fine with accepting animals but the hosts that do not should not be required to accept them just because hey are deemed 'service' animal. 

I think AirBnB should give hosts that do not accept service animals or any animal the option of holding an extra down payment of our choice; incase damages are done and cleaning, show proof of guest's homeowners/tenant insurance policy that has coverage for their pet, no continual barking or they must leave and must be leashed at all times when on the premises. 

[Kristin108]

Hi @Sarah4009,

I feel your pain!

As Airbnb no longer has a customer service department and everything is outsourced, you will not get the help you need unless you KEEP CALLING! The only way I have found to get ANY help is to be the squeaky wheel!

I recently had a similar situation... And  I was actually able to to have the bad review the guest left me, removed. Although I have been listing for over 9 years and have hundreds of 5 star reviews... That helped a lot...

I strongly suggest the you (and other hosts here) send feedback. As that is now the ONLY way to get Airbnb to notice us as hosts... 

So people... Send feedback!!!

Lastly, If your listing is a independent unit, e.g. not a shared housing situation or a multiple listings on a farm with livestock or other animals, you may have trouble building a case for restricting an actual service animal. It is INSANE that everyone now thinks traveling with their dog is a thing... I would NEVER impose on a host like that! I would question homes that do as far as cleanliness... But then my dog has her own room and does not sleep on my bed... Others may have different standards... To each his own...

But personally, I think an assistance animal (especially here in Oregon) is a joke!

And who picks up the poop? Ha ha ha... Yo can bet it's not the dog owner!

[Sarah4009]

@Kristin108 Good for you! Congrats. And thank U for your response-gave me some hope that reason might prevail. I did call BnB next morning and that employee agreed with me and filed a Dispute with the Special Dept. I'm 100% in agreement with you on needing to be a squeaky wheel- but who do I call again? I don't  have a specific name, phone number or a case  #.  Would I call the general number again and just repeat my sad tale? tell th person again? 

[Kristin108]

@Sarah4009 

I would keep calling the 800 number. They are able to look up that you called. Also start a case with a "Help" ticket. This will also generate a case number that you can ask for when you call...

I would keep calling... and give the case number. Ask to escalate... Tell them that you have already opened a case and that it has been more than 72 hours... But that you need this escalated to a higher level... 

As far as stating that you have an aggressive dog... I wouldn't use the word 'aggressive'. Maybe you can say that your dog isn't good with other animals and you feel it might pose a threat... And that you can't take the responsibility if there were an issue...

But don't forget to send 'feedback'... This is the ONLY way we as hosts can get Airbnb to make changes...

They are really out of control with the whole assistance/service dog thing...

Good luck!

[Sarah4009]

@Kristin108

I actually do home-share. Where on my listing would I put that I have an aggressive dog of my own on the property and the NP policy is a safety issue? I don't want to scare away the non-pet guests. Thanks. 

[Sarah977]

@Sarah4009  Don't use the word aggressive. Write somewhere in your description, " PLEASE NOTE: Due to the fact that our dogs, while friendly towards people, are very territorial and not friendly towards other dogs on the property, out of concern for the safety of your furry buddy, we regretably cannot accept any other dogs on the property, including ESAs or service dogs."

[Kristin108]

@Sarah977 

Well said!

[Kristin108]

@Sarah977 

Sorry for my typo from before...

Well said! as always...

[Sarah4009]

@Sarah977 

@Kristin108 

Thank-you both so much-excellent suggestions. 

Where would you suggest I put this Information about my dog?   In the House Rules or elsewhere? 

[Sarah977]

@Sarah4009  I suggested to put it prominently in the description section, as that is the first part guests see and guests tend not to read listings thoroughly. 

House rules are buried at the bottom of the page and require clicking on the arrow. Definitely talk about it there, too.

Repitition of important info is fine.

[Sarah4009]

@Sarah977 

@Kristin108 

TY very much- really appreciate your help! One more thing: I thought I read somewhere that Airbnb requires all guests to agree and adhere to the House Rules. The guest who told me her dog was an ES dog admitted in a message just b4 arriving that she hadn't read or noticed the NP policy in the House Rules. Does this help me at all in pleading my case to Airbnb?

[Jonathan6]

All of this is well and good, but in the end it won't matter in your ability to deny an Animal that someone wants to classify as a "Service Animal" since ABB recognizes "Emotional Support" animals as being "Service Animals" (they are not, in fact  only Dogs trained for a specific task that meet a diagnosis are "Service Animals" https://adata.org/guide/service-animals-and-emotional-support-animals). 

They are just wrong, but that is the ABB policy.  You are only stating in your listing that you don't allow "Pets".  Until ABB gets with the rest of the hospitality business and requires that hosts only must admit "Service Animals" you will be dinged by them as you have agreed to host under the terms and conditions of ABB.

From a Governmental standpoint you are totally within your rights to ask the guest if they can provide a diagnosis and documentation that the animal fulfills the diagnosis in order to demonstrate that the animal is a "Service Animal".  

[Brian2036]

@Sarah4009 @Sarah977 
There is a place where you can check a box for “dangerous animals” but that sounds bad. I finally checked it after I had someone who refused to stay here because they were afraid of bears.

Honestly, any animals, wild or domesticated, can be dangerous to humans who abuse them.

Deer kill a whole lot more people than bears do. But no one is afraid of Bambi.

 I don’t think I would use the word “aggressive” to describe my dog. Perhaps “protective.” Or “territorial.”

[Sarah4009]

@Brian2036 

Thanks,  I saw that section too and pondered it for a while. There are deer, coyote, etc all around.  For my protective territoral dog that category sounded too drastic and would scare NP guests away, I was afraid. 

[Sarah977]

@Sarah4009  I don't think the "dangerous animals" check box is intended for our pet dogs, unless you have a vicious pitbull intent on killing your guests 🙂

[Brian2036]

@Sarah977 @Sarah4009 

I don’t know what to say about my dog, but I’m sure that eventually someone is going to complain so I have to say something.

Actually I’m not sure that he IS “my dog.”

Someone dumped him out here and he decided that I need guarding, which is his mission in life.

So I wrote that “There is a large white dog that guards my house who might chase your car when you drive past. He barks but he doesn’t bite.”

Unless you’re an armadillo. He hates armadillos. And pigs.

Uh oh. . .