Airbnb requiring a "Warning"

[Nathan W.]

We had a really bad guest this past weekend. We are still cleaning up the mess. 

The summary is this: The guest claimed to have a service animal to aid her medically. We told her that she is allowed under ADA and Airbnb guidelines to bring a dog as long as the animal is not out of control, never left alone at the property, and that it must be housebroken (copied and pasted from Airbnb's website). 
Guest shows up without a dog but her friend brings a dog. Dog is off leash and they leave it alone several times in the cabin. They ask for a plumber because the "Toilets have been clogged since they arrived" (one of many lies) and I send out my plumber. Plumber finds the dog left alone, scratching my door and peeing all over the place. According to my plumber there is also a pile of drugs on the table but unfortunately he didn't take pictures of that. 

We call Airbnb and show them video and pictures of the dog alone in the cabin and the damage it's doing. First two reps say I can kick them out immediately and they escalate the ticket to "someone who can help me do that". Then I get a department that tells me I cannot kick them out unless they are given an official warning first. They leave the guests in the cabin for 3 more days and now I'm left with the cleanup which is extensive. The only "help" I could get from the Airbnb reps was to tell me how to make a claim after the damage was done instead of helping me to prevent damage. 

Sorry for the long post but my question is this. Has anyone else heard that we must give a guest a warning before we can kick them out? I have very clear house rules as well as consequences listed if they violate the house rules. We provided evidence that they were breaking my house rules and AIrbnb's service animal rules. I'm just trying to figure out how to protect myself next time. 

Thank for any wisdom that you may have on this. 
 

[Jon Martin]

Quote from @Bruce Woodruff:

You can ask for documentation of the legit Service Animal. You just can't ask what their disability is. If it is just an ESA or a scam animal, then they have no leg to stand on.

I agree . . . . And I would phrase it along the lines of, "Would you mind sending me a photo of your service dog's certification tag/license? I am more than happy to accommodate certified service dogs and their owners, however I have had problems in the past with people claiming non-certified dogs as service dogs. Thank you in advance" 

If they really are a person who requires an actual service dog, then I imagine that they are more annoyed with people claiming ESAs as an equivalent to service dogs than are with having to comply with the above request.