Handling Service Animal Requests

Most booking platforms, including Airbnb and VRBO, follow the Americans with Disabilities Act (ADA) guidelines for service animals. Here’s what hosts need to know:

✔ Service animals are not pets – They are trained to assist individuals with disabilities.

✔ No pet fees can be charged – Guests cannot be charged extra for having a service animal.

✔ Breed or size restrictions do not apply – A host cannot refuse a service animal based on breed or weight.

✔ Service animals must be under control – If an animal is disruptive or causes damage, hosts can take action.

✔ Emotional Support Animals (ESAs) require proper documentation – Unlike service animals, ESAs are not automatically accepted and may require verification based on platform policies.

💡 Tip: If you’re unsure whether an animal qualifies as a service animal, SHD can provide guidance through HostDesk™.

SHD enforces strict policies for non-service animals to protect hosts from unauthorized pets.

A. Pet Fees for Pet-Friendly Units

✔ A per-night pet fee applies to all pets staying in pet-friendly properties.

✔ Guests must agree to house rules related to pet stays.

✔ Extra cleaning fees may be applied if excessive pet-related mess occurs.

B. Unauthorized Pet Fees for Non-Pet-Friendly Units

✔ If a guest brings a pet to a non-pet-friendly unit, a violation fee is charged.

✔ SHD’s concierge team handles guest communication regarding unauthorized pets.

✔ Hosts can file a damage claim if the pet causes property damage.

💡 Tip: Clear pet policies in your listing description can help prevent unauthorized pet issues!

SHD assists hosts by managing guest communication and ensuring compliance with platform rules.

A. Guest Communication

✔ SHD responds to guest inquiries about service animals.

✔ SHD confirms with the guest that their animal meets service animal criteria.

✔ SHD ensures polite and professional messaging that aligns with legal requirements.

B. Ensuring Compliance

✔ SHD advises hosts on whether a request should be accepted based on platform policies.

✔ SHD helps document service animal-related requests for future reference.

✔ SHD assists in resolving disputes related to service animals.

💡 Tip: If you receive a request and are unsure how to respond, contact SHD via HostDesk™ for support.

Hosts must follow booking platform policies when handling service animal requests. Here’s the proper way to respond:

Steps to Handle a Service Animal Request:

1. Acknowledge the request politely.

• Example: “Thank you for reaching out! We’re happy to accommodate service animals.”

1. Confirm that the animal is a service animal.

• Hosts are allowed to ask:
• “Is the service animal required because of a disability?”
• “What task or work has the animal been trained to perform?”
• Hosts cannot ask for documentation or proof.

1. Ensure the guest understands house rules.

• Example: “We kindly ask that service animals remain under control and do not cause disturbances.”

1. Document the request in SHD HostDesk™.

• If there are concerns, SHD can assist with resolution.

💡 Tip: Avoid denying a request unless you have a legitimate reason (e.g., the animal is disruptive or aggressive).

If you’re worried about damage, allergies, or guest experience, here’s what to do:

✔ Address concerns respectfully – Focus on house rules rather than questioning the guest’s need for a service animal.

✔ Request that the animal remains under control – You may ask that the service animal not be left unattended.

✔ Document any incidents – If the animal causes damage or disturbances, report it to SHD via HostDesk™.

✔ Apply standard damage policies – If a service animal damages the property, hosts can file a claim following normal procedures.

💡 Tip: Service animals are highly trained, and issues are rare. SHD can help mediate any concerns that arise.

Q: Can I charge a pet fee for a service animal?

✔ No, service animals are not considered pets and cannot be charged pet fees.

Q: Can I refuse a booking if I have an allergy to animals?

✔ Hosts can deny bookings only if the service animal poses a direct health risk. SHD can help assess and document the situation.

Q: What if another guest has allergies or a fear of animals?

✔ Hosts should accommodate all guests fairly but cannot deny a service animal based on another guest’s preference.

Q: Can I ask for proof that an animal is a service animal?

✔ No, hosts cannot require documentation. However, they may ask if the animal is required for a disability and what tasks it performs.

Q: What if the service animal causes damage?

✔ Hosts can file a damage claim through SHD HostDesk™ like any other incident.

Q: What if a guest brings an unauthorized pet?

✔ Guests who bring pets into non-pet-friendly units will be charged an unauthorized pet fee.

🔘 Need help handling a service animal request? Contact SHD Support via HostDesk™.

🔘 Concerned about unauthorized pets? SHD enforces pet fees and policies to protect hosts.

Handling service animal requests properly ensures compliance with platform rules and legal protections while fostering a welcoming rental environment.

By following SHD’s guidance, hosts can confidently manage requests, protect their property, and ensure a smooth experience for all guests.

SHD also helps hosts enforce pet policies, including charging pet fees for pet-friendly units and unauthorized pet fees for non-pet-friendly units. If you need assistance, SHD’s team is ready to help via SHD HostDesk™.