Stay elsewhere

My parents were travelling with their service animal and upon check in, were asked to present identification for my mother's service animal. She made the front desk staff aware that she did not have any on her at which time she was told she would have to pay for her service animal (dog) to stay with her. She made the front desk person aware that it was illegal to do so and asked to speak with a manager. They refused to let her speak to anyone and eventually gave her a card with someone else's name on it but the phone number was for the front desk.

After she again told them it was illegal to charge her for the service animal and she would not be paying the fee, they told her they would not be checking her in at all. I then made a phone call as I had been the one to book the room for them and eventually got through to someone (whose name he refused to give me); he told me that all persons with service animals are required to provide ID for the animal. After a lengthy conversation where I explained the ADA and persisted they be checked in since they had arrived at 7 and it was now past 8pm, he stated he would check my parents in this time.

They then gave them a room on the 3rd floor even after my reservation had a note that my parent had a disability and a closer room would be greatly appreciated. That room had not been cleaned and there were still items from the previous guests in the bathroom. I'm very unhappy with the service my parents received at this hotel and that my mother was being discriminated against for having a disability. The staff clearly need retraining on the ADA.

Apr. 19, 2023