Our recent experience at this property was deeply disappointing due to a lack of understanding and compliance with ADA requirements regarding service animals. Prior to arrival, staff were informed that we would be accompanied by a trained service animal, and documentation was voluntarily provided—though such documentation is not legally required.
Upon check-in, staff threatened to impose double pet fees despite notes indicating that the animal was a service dog. When I advised the manager of the ADA regulations distinguishing service animals from pets, the manager persisted in discussing additional charges for “pets.” We were fully willing to accommodate the hotel’s preference for certain room types; however, continued insistence on inappropriate fees demonstrated a clear misunderstanding of the law.
During this encounter, the service dog performed its trained medical task when its handler experienced a health episode triggered by the distressing exchange. This incident highlights a significant need for staff training at this location to ensure compliance with federal disability law and to provide respectful, lawful treatment of guests with service animals.