You check your security camera and see guests carrying a pet carrier into your rental, but there’s no pet listed on their reservation. Sound familiar? You’re not alone. This scenario plays out regularly for hosts across all booking platforms, and many struggle with how to respond and handle the situation professionally, while also protecting their property and future guests.
Whether it’s an honest oversight or intentional deception, undisclosed pets create challenges that go beyond just collecting a fee. From potential damage and allergens to policy violations and communication breakdowns, as a host, you need a clear action plan. Here’s our step-by-step guide to navigating these situations like a pro.
Prevention is key: Setting clear pet policies
The best way to handle undisclosed pets is to prevent this situation from happening in the first place. Clear, upfront communication about your pet policy eliminates confusion and sets proper expectations.
Structure your pet policy thoughtfully: If you’re pet-friendly, clearly state which pet types you allow, any size or breed restrictions, and your pet fee structure. A $50-100 pet fee is standard and reasonable, as it covers additional cleaning and helps offset potential wear and tear. If you don’t allow pets, make this crystal clear in your listing title and description, not just your house rules.
Use your booking requirements strategically: Ask guests to confirm whether they’re bringing pets during the booking process. While this won’t catch everyone, it creates a paper trail and demonstrates that you take your pet policy seriously.
Make your house rules unmissable: Don’t bury your pet policy in paragraph 47 of your house rules. Put it near the top, use clear language, and consider using bold text or bullet points to make it stand out.
The moment of discovery: What to do immediately
When you discover an undisclosed pet, your first instinct might be to act out of panic or anger. Taking a deep breath and counting to ten will serve you better in the long run. How you handle the next steps will determine the outcome.
Document everything first: Take screenshots of your security footage, photos of pet supplies, and save any relevant messages. This documentation protects you if the situation escalates or if you need to involve platform support later.
Send a professional initial message: Reach out through your booking platform’s messaging system with a calm, factual tone. Try something like: “Hi there, I hope you’re settling in well. I noticed what appears to be a pet carrier in the security footage. Could you please confirm if you’ve brought a pet? As noted in our house rules, we do charge a $50 cleaning fee for pets to ensure the space is properly prepared for our next guests.”
Give them a chance to respond: Some guests genuinely don’t check messages frequently or may have overlooked the pet policy. Wait at least 24 hours for a response before escalating.
The communication strategy
How you communicate can make the difference between a resolved situation and a hostile confrontation. Keep your messages professional, factual, and solution-oriented.
Stay factual, not accusatory: Instead of “You’re violating our pet policy,” try “I see there’s a pet in the unit that wasn’t included in the original reservation.” This approach leaves room for honest mistakes while still addressing the issue.
Follow up once, then escalate: If guests don’t respond to your initial message within 24-48 hours, send one follow-up. After that, involve your platform’s support team rather than continuing to message unresponsive guests.
Document the non-communication: If guests ignore your messages, this becomes important information for your review and any potential disputes. Professional hosts need to be able to communicate with their guests for everyone’s safety and comfort.
Financial considerations
The money matters, but it’s not just about collecting a fee, but rather maintaining consistent policies and covering your actual costs. Here are some suggestions on how you should look at it from a financial perspective.
Request the pet fee promptly: Don’t wait until after checkout to address this. If you’ve confirmed there’s a pet, send the fee request through your platform’s resolution center while guests are still in the unit. This gives them a chance to pay and shows you’re serious about your policies.
Price your pet fees appropriately: A $50-100 pet fee isn’t about punishment, it’s meant to cover the real costs of additional cleaning, potential allergen removal, and increased wear and tear. If your fee seems too low, guests won’t take it seriously. If it’s too high, it looks punitive.
Use your platform’s tools: Platforms like Airbnb have resolution centers specifically for these situations. Don’t try to handle payments outside the platform, which removes your protections and could violate the terms of service.
The review dilemma
Reviews are currency in the hosting world, so timing and content matter tremendously when dealing with policy violations.
Time your actions strategically: If you’re requesting a pet fee, consider waiting until close to the review deadline to submit your review if guests haven’t left one yet. This prevents retaliatory reviews while still holding guests accountable.
Write reviews that help other hosts: Focus on factual information that would be valuable to future hosts, such as: “Guest brought an undisclosed pet and was unresponsive when contacted about our pet policy.” This warns other hosts without being emotional or vindictive.
Address the core issues: Beyond the pet itself, focus on communication and rule-following. A guest who ignores messages and house rules is likely to cause problems for other hosts as well.
Damage control and deep cleaning
Even well-behaved pets can leave traces that affect your next guests, especially those with allergies or sensitivities.
Inspect thoroughly before your next guest: Look beyond obvious damage. Check for pet hair on furniture, litter tucked into corners, scratches on surfaces, and most importantly, any lingering odors. Pet smells can be subtle to pet owners but obvious to your next guests.
Have a pet cleaning protocol: Know which cleaning supplies effectively remove pet dander and odors. Consider professional cleaning services for properties that have hosted pets, especially cats, whose dander can trigger severe allergic reactions.
Prepare for sensitive guests: Even if you’re pet-friendly, some guests may have severe allergies. Having a thorough cleaning protocol protects you from negative reviews and ensures all guests can enjoy their stay comfortably.
Key takeaways
Undisclosed pets don’t have to derail your hosting experience. Clear policies, professional communication, and consistent enforcement protect both you and your guests. Remember that most pet policy violations stem from miscommunication rather than malicious intent, so approach each situation with professionalism while still maintaining your boundaries.
Consider additional protection
Guesty’s Shield Program provides damage protection and liability coverage to help cover costs from pet-related damage and other incidents. It’s an option worth considering if you want an extra layer of financial protection for your property.
Another great solution that you can implement is guest screening services. Guesty Screen & Protect is an optional service that helps property owners and managers vet potential guests before check-in. Using industry-standard screening techniques, Guesty identifies and recommends guests who are unlikely to cause property damage.
The goal is to create a system that works for everyone. Pet-friendly hosts can welcome furry family members with proper arrangements, while pet-free hosts can maintain allergen-free environments for sensitive guests.
Frequently Asked Questions
What should I do if a guest denies bringing a pet despite clear evidence? Document everything (security footage, photos, messages) and involve your booking platform’s support team. Provide them with your proof and let them mediate the situation rather than engaging in arguments.
How much should I charge for a pet cleaning fee? A standard pet fee ranges from $50 to $ 100 to cover additional cleaning, allergen removal, and potential wear and tear. Price it based on your actual costs, not too low or too high.
Should I leave a review if a guest brings an undisclosed pet? Yes, but keep it factual and helpful for other hosts. Focus on the policy violation and communication issues, rather than on emotions. Consider timing your review strategically if you’re still resolving a fee dispute.
How can I prevent undisclosed pets in the future? Make your pet policy prominent in your listing title, description, and house rules. Ask guests to confirm whether they’re bringing pets during booking, and consider security cameras in common areas to identify issues early.
Have more questions? Then Check out our Guesty Lite Starter Kit!
