I am so furious right now. AirBnB customer service has been less than impressive since I opened my account last month, but shutting down my listing is the last straw.
My daughter has a severe dog allergy. As in, her face starts swelling up if she’s in a room that a dog has been in. This is not a minor case of a couple sneezes, it is a SEVERE allergy. She helps me clean our AirBnB, so I am very clear in my listing that we cannot have animals in the house due to severe allergy.
One of my first bookings was someone with a service dog (who thankfully notified me ahead of time), and I immediately called AirBnB to see what could be done. They agreed that a conflicting medical condition was a valid reason to deny service animals in our house and canceled the booking with no penalties. I asked them for clarification about the policy because it says you can only deny service animals in a “shared space,” and ours is a whole-house rental. But they assured me that a medical condition is a valid reason to deny service animals and that I just needed to be clear about it in my listing, which I was (and have since added to my house rules, in addition to having it in my listing description.)
This morning, I get an email that someone has flagged my listing and that it has been shut down until I change my policy because it violates the nondiscrimination policy. I am fuming!!!
Ftr- having a child with serious medical issues and being very involved in the world of disability and chronic illness, I know and respect the importance of service animals and have many friends who own service animals. I would NEVER discriminate against someone with a service animal without good cause.