About the service animal policy
We’re an inclusive marketplace built on a foundation of trust, safety, and respect. We require all hosts with properties located in countries that have service animal laws to accommodate guests who require a service animal. This applies regardless of a property’s normal house rules pet policy since service animals are not pets.
Ensure you comply with all relevant laws in your jurisdiction that relate to service animals.
A service animal is, in most cases, a dog that has been trained to perform a task that mitigates the symptoms or impact of the handler's disability. Some common types of service animals include:
- Guide dogs for the blind
- Hearing alert dogs for the deaf
- Seizure alert dogs
- Assistance dogs for a handler with autism or other developmental disability and mental illnesses such as Post-Traumatic Stress Disorder (PTSD)
Emotional support animalEmotional support animals are not trained to perform a specific task. They are companion animals who help their owners cope with the symptoms of emotional and mental health conditions, such as anxiety, depression, and panic disorders. Emotional support animals are not allowed in public places with only a few exceptions. Check your local laws and ordinances to see if any emotional support animal access requirements are in place in your location.
Therapy animals, together with their owner, are certified or registered to enter long-term care facilities, hospitals, rehab centers, schools and other public places by invitation. They are often used to complement several types of health care. Therapy animals are generally not protected by service animal access laws.
Rights and responsibilities of hosts
- You may ask if the animal is a service animal and what tasks the animal performs.
- You can’t charge a pet fee or increase the security deposit amount for service animals since they’re not pets. However, you can charge for damage above and beyond reasonable usage caused by the handler and their service animal.
- Generally, you can’t require a handler to disclose their disability, its symptoms, or what causes it.
- You must offer the same level of quality and value for services and products. That includes making the handler feel safe, welcome, and understood.
Rights and responsibilities of service animal handlers
- Handlers cannot generally be denied the right to stay at a property because they require a service animal.
- Handlers generally don’t have to disclose their disability or what causes their disability.
- They must be willing to confirm that the animal is a service animal and attest to what task the animal performs.
- Handlers must have their animal under control either on a leash or by verbal command if they are unable to use a leash. They must pick up after the animal and dispose of waste appropriately.