We believe travelers with service animals should always be accepted in a property on our platform, even if the partner doesn’t normally allow pets. In many places, this is also the law. This policy explains how we expect partners to accommodate travelers who require a service animal and what travelers traveling with service animals can expect. 

A service animal is usually a dog that is trained to perform specific tasks that helps a person manage a disability. As working animals, not pets, they’re essential companions for many travelers. Examples of a service animal include: 

• guide dogs for people who are blind
• hearing alert dogs
• seizure alert dogs, and
• assistance dogs for a handler with autism or other developmental disability and mental illnesses such as Post-Traumatic Stress Disorder (PTSD)  

Animals that help their owners cope with the symptoms of emotional and mental health conditions, such as anxiety, depression, and panic disorders, but are not trained to perform a specific task, are considered emotional support animals. Animals that are certified or registered to visit, for example, hospitals, schools, or care facilities by invitation, are considered therapy animals. Therapy animals are generally not covered by service animal access laws. Emotional support animals and therapy animals are not service animals under this policy and partner pet rules and fees may apply to these types of animals. 

Partners must comply with all applicable service animal or anti-discrimination laws that apply in the location of their property. This applies regardless of a property’s normal rules on pets.  Where such laws apply, partners are generally expected to:  

• Accommodate travelers who rely on a service animal, even if pets are otherwise not allowed. 
• Not charge a pet fee or increase the security deposit amount solely because a traveler travels with a service animal. However, partners may still charge for damage above and beyond reasonable usage caused by the traveler and their service animal. 
• Offer the same level of quality and value for services and products. That includes making the traveler feel safe, welcome, and understood. 
• Limit any questions to those permitted by applicable law and avoid asking for information that the law prohibits (such as detailed information about a traveler’s disability). The types of questions a partner may ask, and whether documentation may be requested, vary by jurisdiction. 

Partners must also comply with any applicable emotional support animal or therapy animal access requirements that apply in their property location.  

For partners with properties located in countries that do not have service animal laws and anti-discrimination laws, we strongly encourage partners to accommodate them, as this increases accessibility for our travelers. 

Travelers traveling with a service animal are responsible for complying with applicable laws in the location of their stay. Where such laws apply, travelers traveling with a service animal may generally: 

• Not be denied the right to stay at a property because they require a service animal. 
• Not be required to disclose their disability or any related details. 
• Not be required to provide documentation or proof that an animal qualifies as a service animal. 
• Be asked to provide limited information about their service animal. 

Travelers must keep their service animal under control at all times, either with a leash or by verbal or signal command if they are unable to use a leash. Travelers are responsible for cleaning up after the animal and disposing of waste appropriately. 

In certain locations, travelers may not be required to disclose the presence of a service animal. However, we encourage open communication between travelers and partners, so reasonable accommodations can be made if required. 

 If we are made aware of a possible violation of this policy, we will investigate and take appropriate action, including suspension or termination. 

If a traveler believes their booking was denied or canceled because of a service animal, please contact us.