unannounced "service animals" brought after check in (2 days late)

[Kristin2032]

My sister and her husband host rooms on ABNB... they have a no pet policy. Guests just booked for a month. No communication day 1, did not check in yet. No communication day 2. Then the next day they checked in. When they arrived... they brought 2 "service" dogs. What's the process or policy on this?? They feel violated and lied to. NEVER did they mention anything about dogs until arriving in the driveway. And, then, it was a 'by the way' text. 

[Joan2709 · Accepted solution]

@Kristin2032 

Please thoroughly read through Airbnb's policies on Service Animals.

Yes, guests can just show up to a No Pet listing with a "Service Animal" and do not have to notify the Host and can book a No Pets listing as service animals are NOT pets. That said (2) service animals? Most likely these are pets they are trying to pass off as service animals. Very unlikely there are 2 service animals. Do NOT refer to these animals as "Pets" even though they probably are. 

That doesn't mean it is a free for all. There are Rules they are required to follow for their "Service Animals". The big one that causes an issue for guests claiming their pet is a service animal is they are NOT allowed to leave the animal alone at the listing per Airbnb policies. This is usually a deal breaker for these fake service animals, as of course the guest wants to leave the pet....errr "service animal" alone at your property while they go out and play.

We send the guest a friendly message outlining Airbnb's policies for their service animal:  

"Hi [Guest first name]

"Welcome! We’re delighted to host you and your well-behaved, certified Service Animals to our home! We recognize how important service animals are to their owners. We have included some important information regarding Airbnb's policies for Hosts and Guests regarding service animals below for reference:

▶ Airbnb Policies - Service Animals 

We want to assure you that we fully adhere to Airbnb policies regarding Service Animals and understand the vital assistance they provide to their owners. Below are some key points regarding Service Animals and Airbnb's policies: 

Airbnb Service Animal Policies - Link

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

"Service Animal: A dog or miniature horse that is individually trained to do work or perform tasks for people with disabilities."

Per Airbnb, your service animals must not be:

•Out of control

•Unhousebroken

•Left alone at the listing without prior approval

•Allowed into areas that are considered unauthorized to the guest

•Allowed in a public space without being harnessed, leashed, or tethered and not under the guest’s control.

▶ In compliance with the above Airbnb policies, we do require your service animals:

● Be on a leash at all times while outside

● Not left alone in/around the property (even if in backyard and/or in a crate). Must accompany owner whenever owner leaves the property.

● Not out of control (including excessive barking)

● Must be housebroken

● Not allowed on furniture or beds

● Guests are responsible for cleaning up after their service animals including picking up and disposing of pet waste

Please reply to this message and confirm you understand Airbnb's policies for both Hosts and Guests concerning service animals. We're happy to answer any questions you might have. 😊"

Do NOT refer to the service animal or dogs in your review (Airbnb will remove it). If you have to write a negative review I would just say the guest broke some important House Rules (they most likely will leave the dogs at the property). I would also mark them down on communication, as most true owners of service animals will only book a pets allowed listing and out of courtesy notify the Host they are bringing a service animal.

If the guest breaks any of the rules (especially the one about leaving the animal alone at the listing), I would contact Airbnb and advise, the guest broke their service animal policy and you want Airbnb to cancel the stay with no penalty to you! Expect a negative review of course and you most like won't be able to get it removed or will have difficulty doing so. This despite the fact the guest is retaliating for being caught breaking Airbnb policies regarding service animals. I would also add Airbnb's policies about service animals to your additional House Rules. 

BTW, if you require the guest to remove the service animals, Airbnb still says you have to let them continue the stay if they want without the animals - SMH.

[Kristin2032]

THANK YOU! I will share with her!

[Joan2709]

@Kristin2032 

Just FYI

Some Hosts don't feel comfortable adding Airbnb's policies about service animals to their additional House Rules as they feel that could make them a target of discrimination claims by guests. That would be up to your sister to decide. However, I would create a Quick Reply for future situations.

Also, Airbnb provides exemptions to Hosts who Home Share (rent a room) if they can prove they have a severe allergy (or a family member living with them does) to pet dander. You'll need a doctor to certify this. You can also get an exemption if you can prove you have a pet yourself that is agressive towards other dogs and would pose a safety issue if a service animal was allowed at the listing. You must have this exemption approved BEFORE someone arrives with a service animal, so I think it's not gonna work in this case. You must also clearly disclose that Airbnb has provided an exemption to Hosting service animals on the Listing. If your sister gets an exemption for future guests, I would put that in Additional House Rules and in Other Details on the Listing.