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Our community is built on the principles of inclusion, belonging, and respect, which includes welcoming and supporting people with disabilities. Here is some information to help you better understand our policy on how to welcome and support people with disabilities, including those seeking reasonable accommodations in the form of Service Animals, Emotional Support Animals, or broader accessibility needs or modifications during their reservation. Please note that the principles and rules stated in our Community Commitment and Nondiscrimination Policy also apply to this policy.

In some jurisdictions, legal requirements may expand or limit the reasonable accommodations a host must provide for a guest beyond those included in this policy. Our Terms of Service require users to understand and follow laws and regulations that apply to them. This means that hosts and guests are individually responsible for understanding and complying with all applicable laws and regulations. Where this policy is more restrictive than applicable laws, this policy will apply.

Service Animals and Emotional Support Animals

A Service Animal is generally a dog that is individually trained to do work or perform tasks for a person with disabilities. A Service Animal is not a pet. Guests can generally be accompanied by a Service Animal during a stay or other offerings on Airbnb, regardless of house rules that prohibit pets

An Emotional Support Animal is an animal that provides emotional support or assistance to a person to help manage the symptoms or effects of their disability. Emotional Support Animals are generally animals commonly kept in households, such as dogs or cats. Unlike a Service Animal, an Emotional Support Animal does not need to be trained to do work or perform tasks for a person with disabilities.

Hosts may only ask the following questions about a guest’s need for a Service Animal or Emotional Support Animal:

• First question: "Do you require your animal because of a disability?" A host may not ask the guest to describe the disability.
• Second question: "What work or task has the animal been trained to perform?" A host may not ask for the dog to demonstrate its work or task.
• Please note the following:
  • Guests are not required to provide documentation that shows their dog is a Service Animal or Emotional Support Animal and hosts should not ask for or require such documentation from guests.
  • Guests do not need to disclose the presence of a Service Animal before booking but can choose to disclose the presence of their Service Animal before check-in to avoid potential confusion.
  • Hosts may ask these questions again if the guest does not answer them.
  • If the guest does not answer these questions, then hosts may treat the lack of a response as a “no” to the questions that are not answered.

If the answer to the first question is "yes" (or the guest indicates that they have a disability)

• And the guest answers the second question by describing the work or task that their dog is trained to perform to support their disability, then the host should treat the guest's dog as a Service Animal.

• If the guest does not describe the work or task that the animal was trained to perform in the second question, then hosts should treat the guest’s animal as an Emotional Support Animal, not as a pet.

If the answer to the first question is "no" then the host is not required to treat the guest’s animal as a Service Animal or an Emotional Support Animal under this policy.

When a guest is accompanied by a Service Animal, hosts are not allowed to do the following because of the guest’s Service Animal:

• Refuse a reservation (unless an Airbnb-granted Exemption applies)
• Charge the guest additional fees related to the reservation, such as pet fees or cleaning fees for animal hair or dander
• Treat the guest differently than they would another guest (such as by imposing different house rules)

Guests with a Service Animal are required to follow these basic rules. The Service Animal must not be:

• Outside the guest's control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that the host has indicated are off-limits to the guest
• Allowed in shared spaces (i.e., spaces shared with people who are not in the guest’s traveling party) without being harnessed, leashed, or tethered (e.g., hallways in an apartment building, or a shared kitchen or backyard in private room listings)

Unless otherwise prohibited by this policy, when a guest is accompanied by an Emotional Support Animal a host may charge normal pet fees, charge additional cleaning fees for pet hair or dander, or decline a reservation if they don’t accept pets.

In any location where applicable law requires hosts to accommodate guests with Emotional Support Animals, hosts may not do any of the following because a guest is traveling with an Emotional Support Animal ¹:

• Decline a reservation (unless an Airbnb-granted Exemption applies)
• Charge additional fees
• Treat the guest differently than they would another guest (such as by imposing different rules)
• Ask for information about a guest’s Emotional Support Animal beyond the questions outlined above for Service Animals
• Require guests to disclose the presence of an Emotional Support Animal before booking, but guests can choose to disclose the presence of their Emotional Support Animal before check-in to avoid potential confusion
• Treat the Emotional Support Animal as a pet

Where hosts are required to accept Emotional Support Animals under this policy, a guest’s Emotional Support Animal must not be:

• Outside the guest’s control
• Unhousebroken
• Left alone at the listing without prior approval
• Allowed into areas that the host has indicated are off-limits to the guest
• Allowed in a shared spaces (i.e., spaces shared with people who are not in the guest’s traveling party) without being harnessed, leashed, or tethered (e.g., hallways in an apartment building, or a shared kitchen or backyard in private room listings)

Airbnb-granted Exemption: In its discretion and in certain circumstances, Airbnb may grant a host an exemption to this policy if the host notifies us about their reasons proactively. For example, if the presence of a Service Animal constitutes a direct threat to a host’s health if the host lives in that listing.

• If you think that you should receive an exemption from this policy, get in touch with a member of our team, and we’ll assess your eligibility.
• If you do receive an Airbnb-granted Exemption, please note that it is tied to a specific listing and not your account. Please be clear and polite when communicating with guests about your exemption. We also suggest you include this exemption information in your listing description in order to better inform prospective guests.

Additional Reasonable Accommodations

A guest with accessibility needs may request a reasonable accommodation to aid the guest’s ability to access a listing or Experience. These accommodations can come in the form of a request for modification or adjustment to a listing or Experience.

• We encourage hosts and guests to communicate in advance of a booking about reasonable modifications or adjustments
• Generally, guests should make reasonable modification or adjustment requests more than one week prior to their check-in

What we allow:

• Guests are allowed to request reasonable modifications or adjustments at a stay or Experience that would help them access the stay or Experience, communicate during a reservation, or participate in an Experience
• Hosts are allowed to propose a reasonable alternative accommodation to a guest’s request
• Hosts are allowed to refuse unreasonable or unattainable requests, such as those that do any of the following:
  • Pose a significant risk to the health or safety of the host or others
  • Fundamentally change the nature of a stay or Experience
  • Require a structural modification to a building or listing that is not easily accomplished without much difficulty or expense
  • Require the host to take on added responsibilities that cause significant difficulty or expense
  • Ask a host to violate applicable laws or regulations

What we don’t allow:

• Refusing a guest's request for a modification or adjustment when the request is specific, clearly expressed, made with sufficient notice, and is not unreasonable or unattainable, without engaging in a dialogue with the guest and offering a reasonable alternative accommodation
• Committing to providing a reasonable modification or adjustment and then failing to fulfill that commitment at the time of the reservation

Additional considerations:

• A host will not be penalized if the host's failure to make a reasonable modification or adjustment is deemed out of their control or if the host has shown to Airbnb why the request is objectively unreasonable or unattainable

What happens when a host or guest does not comply with our policies?

We ask our community to work together to make Airbnb as accessible as possible. Airbnb may take steps up to and including removing a host or guest from the Airbnb platform if they do not comply with our policies.

¹ Hosts in California and New York are required to comply with this section.