Aibu to turn this customer away?

[QuandryQueen]

I've name changed as I'm a regular and this is a work related question and I don't want it linked to my usual account.

I work at a Hotel and what with the Christmas break was the most senior person there yesterday and will be this afternoon and evening. I don't know what decision to make!

A customer reserved a room to arrive today and I noticed yesterday they have put a comment on the booking to say they are bringing their dog. We don't accept dogs except service pets. They booked through a travel agent/Web site rather than direct. I have been off prior to yesterday so not sure if others have seen the note or not. There's nothing in the booking to show that anyone has tried to get in touch with the guest.

I messaged them through the site they booked (a from hotel message not a personal one!), and highlighted where it says on their confirmation that pets are not allowed.

I have no other way of communicating with them. As of yet we have had no response.

What do I do?

1. message again, not knowing if they will see it?
2. if they turn up with the dog turn them away?
3. if they turn up with the dog let them just keep the dog in their room?

They've pre paid and booked a month ago so it's pretty crap that none of us have seen the note before now, but it is well hidden in amongst all the other data on their booking.

What do I do??

You'd think if you were trying to sneak a horse in you'd at least have the sense to request a room on the bottom floor.

I'm not place marking, no not at all.

They've prepaid so if they choose not to come we've got the funds anyways phew

I assume the owner of the horse was very drunk?

Any news on the hound?

'Service dog' is a new one on me. Guide dogs in my day!

They do more than 'guide' now though, you get hearing dogs and dogs that fetch things etc for people in wheelchairs!

Not all assistance dogs are guide dogs the80s

www.assistancedogs.org.uk

Of course ! No offence just never heard the dogs called service dogs before!

Think service dog is more USA

If anyone is near York or Buckingham, Hearing Digs for Deaf People do a tour with afternoon tea. Puppies and cake - it's great!

www.hearingdogs.org.uk/support/tours/

Maybe it's a little pug or one of those little dogs people carry around in handbags. Is it worth waiting to see what type of a dog it is? Maybe just lay the situation out to the customer and appeal to their better nature to make the best of a bad job, it is after all your hotels mistake not theirs.

Quandry

You can get horses upstairs, but I bet it's a bugger to walk them down again!

DD has a great dane - we had to stop him lolling up the stairs because he was then trapped - legs too long to cope with the steps.

I'm hoping it's a Caucasian Ovcharka.

They are MASSIVE!

I love that someone tried to smuggle in a horse!

Still hoping for an update.

Shameless placemark.

Still no dog???

Wheres the dog ?
Who has the dog?
Do these people exist?
I bet they have blown it out..

My friend has a service dog. Beautifully behaved and just laid at our feet in Starbucks

A horse?? In a hotel? 😱😱

If they don't show up, you know you are going to have to not only ask them why they didn't show up but what sort of dog they were bringing and if they could please enclose a photo of said dog as there are a lot of people who have a vested interest!!

I need to know what kind of dog!

Not sure a horse counts as a pet so I suppose the owner of the horse could have argued that it was not covered by the "no pets allowed" clause. Imagine someone could argue the same if they tried to check an elephant into a hotel with them. Might try this one day - just have to find a cooperative elephant...

I wish they'd hurry up...

Oh - come ON, dog! I want to go for a walk with my two but am afeart I'll miss the dog.

You should all watch Into the west

... sneaks in to placemark...

Surely it must be this dogs bedtime soon. He's still got to check in, unpack, settled in to his room and then go to sleep. Poor sod.