Hosting guests with accessibility needs

Guests with accessibility needs consider the character and features of a listing to determine if it is suitable for them. Accessibility means different things to different guests. Guests may require limited or no steps, specific layouts, or other accessibility features. They may also need additional information about a listing and its accessibility features so they can make an informed decision. What makes a listing suitable for a guest varies, and it's never the host's responsibility to determine suitability for a guest. The most important thing you can do as a host is to provide clear and accurate information about your listing, and to communicate with your guests.

Here are some guidelines for creating a welcoming experience for guests:

• Ask if they have questions about your listing. Timely answering just a few questions can make a big difference.
• Your hosting skills help set the tone for a great experience, so be your friendly self.
• For services and experiences that require certain conditions, skills, or abilities to participate, you should clearly communicate that in your listing description.
• For homes, be willing to make reasonable adjustments, like moving lightweight furniture or making other small changes if needed. Creating a safe space to navigate comfortably helps immensely.
• Be ready to host Service Animals, which are not pets. Guests can generally be accompanied by a Service Animal during an Airbnb booking, regardless of rules that prohibit pets. It is important to note that hosts can’t charge a pet fee for Service Animals. These same guidelines for Service Animals apply to Emotional Support Animals in jurisdictions that require it. Under our Accessibility Policy, these guidelines apply for Emotional Support Animals at homes reservations in California, New York, Quebec and Ontario. For services and experiences, the same guidelines apply for Emotional Support Animals in Quebec and Ontario. Review our Accessibility Policy for more information.

You're not expected to:

• Make assumptions about a guest's needs or requirements, and/or make a determination if your listing works for them. Communicate with them to learn about what they need.
• For homes, make costly or difficult renovations—each space is unique and different, and capturing that information accurately is what's most important.
• Make changes that you’re unable to do safely or reasonably, such as moving heavy furniture in a home or providing space for a Service Animal by removing another guest from an experience. We understand that hosts may have their own physical limitations that may prevent them from safely making some changes, so communicate with your guests if you’re unable to meet their needs.

By setting expectations, making sure your listing information is accurate, and accommodating reasonable requests, you optimize the number of guests who can enjoy your listing.

Making your space more comfortable

Before making a reservation, a guest may ask you to do a few things to make a home or a service or experience more suitable for them. Most requests can be taken care of fairly quickly, and can be added to your regular routine for welcoming guests.

We encourage guests to communicate requests for reasonable modifications or adjustments at least one week in advance of check-in for home reservations. This will help give a host time to consider the request and make adjustments, if possible. However, requests made less than one week before a booking begins should still be considered and may not be refused where reasonable and feasible. Reasonable adjustment requests for services and experiences also need to be made early enough so that hosts have a reasonable amount of time to address the request.

Examples of reasonable adjustment requests include:

• For homes, placing household items in an agreed-upon spot prior to check-in (ex: placing dishes on a low counter so a guest can reach them easily).
• For homes, repositioning lightweight furniture, such as moving a chair or table to create a wider path, or making sure outlets are accessible.
• For services and experiences, avoiding the use of specific ingredients due to a guest’s allergies.
• For services and experiences, allowing a guest to bring their guide dog to an outdoor experience.

Use your best judgment when deciding if a request is reasonable, but remember: You can’t decline a reservation simply because the guest has a disability. This doesn't align with Airbnb's Nondiscrimination Policy or our Accessibility Policy, which supports our commitment to finding safe and accessible spaces around the world for our guests.