Airbnb Support8:58 PM
Good day! My name is Michael from Airbnb. I’m one of the supervisors. I hope this finds you well. First of all, I would like to thank you for being one of our amazing Superhosts here in Airbnb, Christine. We’re really lucky to have you hosting with us.
Thank you for reaching out to us regarding this matter. I will help and look into the concern you raised to us. We want to apologize for any delays as we are having a high volume of emails and messages from our users. Rest assured that we are doing our best to address all queries that are raised by our users.
I’m sorry to hear that your guest Aaron brought a pet in your listing. We know that you don’t allow pets as stated in your house rules. If you decide to cancel the reservation you’ll be getting your payout as stated in your Moderate cancellation policy. You can also save the reservation and get full paid, and you can request for an additional payment from your guest for a pet fee.
Please let me know which option would you prefer, so I can reach out to your guest to inform him about your decision. Thank you for your patience and understanding on this matter, Christine.
Your friend here at Airbnb,
Thanks Michael, we contacted the guest and were told it is a service animal and he is sorry that he never told us. I think because it is a ‘service animal’ we have no ability to ask them for either of your suggestions…correct? We cannot charge extra monies, nor can we ask them to leave. Correct? Thank you so much for your time. Christine
Also, we would prefer that you do not, DO NOT contact our guest since we have already done so. Thank you so much Michael
That’s correct, Christine. Thank you so much for being on top of this and for giving your guest a chance. Thank you for your time as well, and have a nice day!