A hairy, or rather furry, dilemma for any host is when a guest breaks house rules by either bringing a pet to a no-pet property or failing to disclose their plans to bring their pet to a pet-friendly property. There are several ways to salvage the situation and (hopefully) avoid a negative review. In both cases, it’s best to be prepared and have a plan.
For pet-friendly vacation rentals when the guest does not disclose the pet is coming:
Option 1: Reach out to the guest and their pet
Send a welcome message to the pet along with an invoice (if there is a pet fee) – Include any necessary pet information like where pets can be let out, cleaning up after the pet, and leash rules. You can also include pet waste bags or a treat. Note that a fee cannot be charged for a service animal. The guest is liable for any damages caused by the pet to the property or another person. See the screening questions that may be asked to determine if the pet is a service animal at the bottom of this article.
Option 2: Plan for next time and let it go
If you allow pets and are not worried about collecting your pet fee, you can let it go. Sometimes, it’s easier to let things slide and plan to take some additional measures with your guest screening process in the future.
For non-pet-friendly vacation rentals
Option 1: Accommodate the pet but provide some ground rules + an additional pet fee
First, contact the guest and let them know you know about the pet and inquire if it is a service animal. Note: The Americans with Disabilities Act prohibits asking what the disability is or for proof that the animal is a service dog. If the pet is not a service dog, you can charge a one-time additional pet fee and politely message the guest and let them know that you’re aware of the pet and that a fee will be charged for violating the rules and to cover the additional cleaning cost. If applicable, provide any pet rules to help make the rest of the stay manageable for you and the guest.
Option 2: Politely request they find alternative accommodations for the pet
Follow the first step from Option 1. If the pet is not a service dog, have a few pet boarding and local kennel businesses in your back pocket. If you’d like to ask the guest to find alternative accommodations for the pet, you can provide a list of nearby places they can contact.
Option 3: Ask the guest to leave your property
Follow the first step from Option 1. If the pet is not a service dog, kindly explain why you don’t allow pets (allergies, cleaning, etc.) and ask the guest to find alternative accommodations. You can also have a few pet-friendly suggestions to provide. It’s also important to determine in advance if you’d like to provide a partial refund to the guest. If you’re concerned about reviews, this might be a way to avoid negative feedback while addressing the situation. Always remember providing an explanation and being kind go a long way.
Guest screening for pets + service animals
Make sure your pet rules are explicit and easy to find in all of your listings. Whether you only allow service animals, a specific number of pets, pets with a weight or size limit, or specific types of pets, make sure this is easy to find in all your listings. Include any additional information and rules that are pertinent to pets. If you allow pets, have a section asking if the guest plans to bring a pet or service animal. See below for guidance on service animals.
Tip: If you are pet friendly, highlighting details like whether you have a fenced-in yard, a specific pet relief area, or a shared property with other animals will be helpful to include in your property description.
The Americans with Disabilities Act requires any place of public accommodation to allow service animals. While there is some gray area over whether vacation rentals qualify, we recommend accommodating guests with service animals to provide an inclusive and comfortable stay for all guests. Rent Responsibly points out that creating an inclusive environment is not only a win-win for your guests but for your business reputation as well. According to The Americans with Disabilities Act, hosts can ask two questions when a guest says they plan to bring their service animal:
- Is the service animal required because of a disability?
- What work or task is the service animal trained to do?
For more information on service animals in vacation rentals, check out FAQs: Service animals at short-term rentals from Rent Responsibly.