I am a property owner that has had listings with Airbnb for six years, with reviews that have been 4 or 5 stars 100% of the time. Even so, Airbnb chose to support a terrible guest who had been listed with them for two years (and had no reviews) over me. Not only did they support her, but they were rude and threatening to me.
The guest did a same day instant booking at 10:00 AM and then late in the afternoon sent an image text that was blank. I sent a text telling her that there wasn’t an image, and around 7:00 that evening she said it was her service dog information. They had already checked in.
We have a strict no animals policy. Our cabins are new, and we want to keep them dander free for the comfort of guests with allergies. Furthermore, our area had lodging options that accepted animals, so they didn’t need to ignore our no animal policy in order to find lodging. The guest also never provided any evidence that her dog was actually a service dog. I believe this is a scam she has been pulling wherever she travels.
After they checked out, I found short black hairs everywhere. I had to wash all of the fabric, including the curtains. I also vacuumed the floor twice and then mopped it. I finally thought I had gotten all of the hair out of the cabin, but when I opened the fridge there were short black hairs on the shelves inside.
I posted a review of her stay with information about the condition of the cabin and a private remark that we were disappointed that they wouldn’t respect our wish to keep our new cabins dander and animal hair free. The guest complained to Airbnb about my review (which I had posted to protect other hosts from her). They removed my review and sent me a threatening email that they could remove my account for being discriminatory. I asked Airbnb to explain what was discriminating about my review and they did not respond.
We are removing our listings from Airbnb and hope that other hosts will learn from our mistake and choose somewhere else to list their property. I would love advice on finding listing agents that have the backs of property owners.
Just as a side note, I understand that the ADA has tried to provide protection to those with disabilities, and I would totally support someone with a disability who needed a service animal. However, I don’t believe this guest or her husband have a disability. They were simply taking advantage of a system set up to protect those with real needs.