No pets for out Airbnb - guest brought service dogs

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No pets for out Airbnb - guest brought service dogs

Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes

Hello BP! We do not allow pets for our Airbnb and guest checking in today messaged last minute that they brought 2 service well behaved dogs with them both under 10 lbs. How would you handle this situation? I don’t like that they brought this to us last minute. I want to be kind also as they are from NJ and flew to our place in Colorado. Do you charge extra? How much extra is reasonable? Thanks!

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Luke CarlPro Member

Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes

I would ignore it. I've been through thousands and thousands of guests and anything other than ignoring it is going to be a waste of your time. The fact that they told you about it means they likely won't be a problem anyway

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Luke CarlPro Member
Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
4y
I would ignore it. I've been through thousands and thousands of guests and anything other than ignoring it is going to be a waste of your time. The fact that they told you about it means they likely won't be a problem anyway
Podcast Guest on Show From Surviving on $30/Day to 30+ Properties Thanks to Blue-Collar Skills
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Raul Torres
Member since 2022 · 8 posts · 3 votes
4y
I would just let this slide to be honest and if you are able to flag there names and just not rent to them in the future.
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Carolyn Fuller
Cambridge, MA · Member since 2015 · 651 posts · 736 votes
4y
I think you have to allow it and I don't think you can charge extra. Here is what I found on servicedogcertifications.org about the ADA and Airbnb:
As AirBNB becomes more popular with travelers, people have asked us if service dogs are allowed in AirBNB rentals. AirBNB hosts in the United States must allow service animals if they are renting out the entire home or apartment to an AirBNB guest. AirBNB’s nondiscrimination policy requires hosts to allow all service animals into their home unless local laws restrict access for service animals. Please research your intentional destination before booking an AirBNB with your service dog.
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Theresa HarrisPro Member
Member since 2019 · 15k+ posts · 11k+ votes
4y
If they truly are service dogs, they would have been planning to bring them the whole time. If there are two my guess is they are not service dogs, but emotional support animals (aka pets). I'd leave it and if there are problems, then charge them for extra cleaning and any damages. You may need to do extra cleaning because if you've advertized as animal free and another guest has allergies, they will have problems.
1 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Carolyn Fuller Thanks! I just read this few minutes ago. Something new I learned for future bookings.
0 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Luke Carl Thanks, yeah I agree. I read Airbnb policy.
0 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Raul Torres Thanks Raul!
0 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Theresa Harris thank you! I agree.
0 Reply
Kristi H.
Investor · Member since 2022 · 9 posts · 15 votes
4y
Denying or flagging Airbnb guests who use service animals is discrimination. They are not the same as pets or emotional support animals (both of which you can deny or charge a pet fee for).

I think it is helpful to understand that service dogs are working animals. They go through extensive training to help a person mitigate a disability. Whether it's being their eyes in the case of a seeing eye dog, or picking things up for someone who may not have full use of their arms, a working dog is essentially a tool. As people don't need to disclose that they use a wheelchair or cane, they also don't need to disclose a working dog. There is a lot of misconception about working dogs and as a result, lots of discrimination. This is probably why people with service dogs are hesitant to disclose.

Working dogs, by the way, are expected to be well behaved and well groomed. If they are unruly you can ask them to leave.

When you find out about a service dog there are two questions you can ask that may help weed out the fake animals.

1. Do you need the service animal because of a disability
2. What specific task the service animal has been trained to perform
The following link offers a bit more specific information about Airbnb's policy and common sense exclusions.
https://www.airbnb.com/help/ar...

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Kathleen McDowell
Realtor · Scottsdale, AZ · Member since 2018 · 65 posts · 47 votes
4y
Hi Mike. Unfortunately, you have to allow it and don't have any recourse. Airbnb states they don't even have to tell you they are bringing service animals. It's a great policy for those that truly need service animals, yet unfortunately many renters abuse this policy. The only recourse you have is to remind them that the animals must be with them AT ALL TIMES, because they are service animals, and cannot be left unattended in the property. In the past, I have had to remind me guests of this rule as many don't realize this (because most times their pets are not really service animals). Good luck!
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Dale BertrandPro Member
Member since 2021 · 41 posts · 17 votes
4y
Quote from @Kathleen McDowell:

The only recourse you have is to remind them that the animals must be with them AT ALL TIMES, because they are service animals, and cannot be left unattended in the property. In the past, I have had to remind me guests of this rule as many don't realize this (because most times their pets are not really service animals). Good luck!
Good tip!
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Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Kristi Hruzewicz Thanks! I read this and understand now.
0 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Kathleen McDowell Thanks! I read the policy and understand now.
0 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Mike Gonzalez thanks everyone! I have the answer.
1 Reply
Nathan GesnerBusiness Member
Moderator
Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
4y
Quote from @Kristi H.:

This is all true, but how do you know these are qualified service animals? Why do they have two of them?
I bet dollars to donuts they are "emotional support animals" and I'd put down another bet that they don't even meet that legal definition.
As others have said, there's nothing you can do about it at this point. Just ignore them and move on. If there's additional cleaning or repairs due to the animals, charge accordingly.

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Kevin P McCarthy
Midland, TX · Member since 2017 · 6 posts · 7 votes
4y
Quote from @Nathan Gesner:

Quote from @Kristi H.:

This is all true, but how do you know these are qualified service animals? Why do they have two of them?
I bet dollars to donuts they are "emotional support animals" and I'd put down another bet that they don't even meet that legal definition.
As others have said, there's nothing you can do about it at this point. Just ignore them and move on. If there's additional cleaning or repairs due to the animals, charge accordingly.

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Kevin P McCarthy
Midland, TX · Member since 2017 · 6 posts · 7 votes
4y
Ask them for the certification. If they can't provide it, boot them. Any upstanding person renting a place with a no pet policy would have asked for clarification regarding their "service animals". I bet this isn't their first rodeo.
Going forward, have a service animal cleaning fee and damage deposit and require that the animal's service/training paperwork be submitted with sufficient time for verification.
My two cents.
1 Reply
Carolyn Fuller
Cambridge, MA · Member since 2015 · 651 posts · 736 votes
4y
@Kevin P McCarthy - I'm guessing you are not even close to a 5-star STR host.
Unlike long term landlords, STR "super" hosts must learn customer focused skills, i.e., we must set to memory the hospitality industry mantra, "The customer is always right." Actually, the skills I've learned as an STR host have served me well as a high end MTR landlord, as well. Even my MTR tenants leave me gifts and outstanding reviews.
Stop sweating the small stuff and focus on bringing joy to the lives of your customers. Who knows, you might even discover it pays dividends.
0 Reply
Kevin P McCarthy
Midland, TX · Member since 2017 · 6 posts · 7 votes
4y
Quote from @Carolyn Fuller:

@Kevin P McCarthy - I'm guessing you are not even close to a 5-star STR host.
Unlike long term landlords, STR "super" hosts must learn customer focused skills, i.e., we must set to memory the hospitality industry mantra, "The customer is always right." Actually, the skills I've learned as an STR host have served me well as a high end MTR landlord, as well. Even my MTR tenants leave me gifts and outstanding reviews.
Stop sweating the small stuff and focus on bringing joy to the lives of your customers. Who knows, you might even discover it pays dividends.

Congrats on your virtual stars and virtual labels. If that means letting people deceive you and/or destroy your property, I'm not sure what your end game is. There is nothing wrong with verifying that your policies are adhered to. Honest tenants won't take offense. Trust but verify, is a sound business practice.
As much as this is a service business, it is also a for profit business for most of us.
I have zero interest in bringing joy to the lives of people that lie and don't play by the rules.
1 Reply
Mike Gonzalez
OP
Real Estate Agent · Ormond Beach, FL · Member since 2020 · 20 posts · 22 votes
4y
@Luke Carl BTW thanks to you and Avery for putting out great contents on STR! It's help me big time.
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