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Sorry if this is redundant but I can’t find anything more recent than February and I am absolutely baffled right now.
Since when does Air require in home/shared hosts (fewer than four rooms being offered) to accept ESAs? My understanding has always been that we fall under the Mrs Murphy exemption and do not have to accept them.
This screen grab is from today and supports my view. CS specialty support is saying otherwise.
No wonder everyone gets so upset with CS. I’m almost 7 years in as a SH and up until this summer have only contacted Air one time for a minor issue. All three of my experiences this summer have been absolutely horrible and have taken weeks to resolve.
Can you cancel their reservation? Call CS and use the excuse that the interior painting might not be dry or that it might not be finished on time. I would also upload photos of the rooms that are being painted, hopefully there is masking tape all over and paint cans everywhere, and the receipt for the paint as proof.
Unfortunately, no. He’s 99% done. Just a few minor blemishes to touch up tomorrow. I’m going to wait for the next call from CS. I requested another opinion and did send them the screenshot I attached above.
It was, but unfortunately this dispute has been going since 1:30 this afternoon clearly showing the pet issue. At one point the guest even attempted extortion by saying if I cancelled and refunded her fully she wouldn’t report me??? I pointed that out to CS and they didn’t care.
One of the other two issues this summer was me calling to cancel my first ever guest, a third party IB who had inquired first and I told her I couldn’t accept her booking because it was not allowed. All on message thread. She went ahead and booked 2 days later. I called to cancel and was told I would be penalized for the cancellation financially, blocked calendar and losing SH. It took 3 weeks to resolve that one.
Btw this guest has one stay under her belt and a 3 star review. Honestly.
Normally I would have but this guest made a threat that if I refunded her fully and immediately she would not report me for discrimination. I wanted to get out ahead of that threat for fear she would get a rep who would shut me down and ask questions later.
The agent who emailed and said ESAs had to be accepted in shared homes just contacted me back and apologized for the misinformation. She said it only applies to service dogs. I’m not sure she’s right on that but I’ll save that for another time.
She also said she has cancelled the reservation but it is still showing. I’ll see what happens next.
It shouldn’t be this hard for them to follow their own rules. Grey areas, possibly, but not when it’s right there in print.
Apparently it’s not resolved and still on the books. Air reps are telling me I will lose SH status, will be fined $50 and have an automatic negative posting. Also, two of them have told me I need the guests permission to cancel since I accepted the reservation. It was instant book…
I’ve tried to cancel it online but am getting the same warnings and must confirm that I accept the penalties, am I doing something wrong?
I might not remember correctly but I think that when you go to cancel that you get that warning no matter what. And then when you go to the next page, it says that the penalties have been waived because it was an instant book. But I don’t want to screw it up for you either. Maybe someone who has canceled an IB online recently might know.
It’s so strange. It’s in writing in their own policies. Have you tried Twitter?
Just did. This is beyond frustrating. They even gave me an incident number to reference when I called in to do the cancellation and the rep still told me I could not cancel, the guest has to initiate the cancellation. And she won’t cancel because she’s outside the refund window. Which she was already when she booked.
Honestly, I can see why so many people make posts about “I’m quitting Airbnb forever!”