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??

No sign of dhound I'm beginning to think he is either invisible or in very good camouflage

Is it a handbag dog?

how long are they staying for

Give the poor dog a break - he's on holiday and is probably just sleeping off a hangover after coming in late from partying last night.

Booboostwo From your link:
The Guide Horse Foundation is against the use of riding size horses indoors because of the risk of injury to the horses, the blind handler and the general public.

I see so many people smuggling dogs, cats, extra people etc into hotel rooms. We stayed in one room in California and DS swelled up like a balloon and could barely breathe. I asked whether they allowed cats and they said "of course not" as somebody walked by with a cat carrier, trying to keep it below desk level. I trust nowhere.

Found this thread via an email in my spam box, haven't been on here for a long time!

To the people saying 'no dogs shouldn't be allowed, what if I have allergies' - it is illegal to turn someone away who has an assistance dog so ANY hotel or place you might visit may well have had or currently has a dog there. Non assistance dogs don't suddenly become more allergen producing than their fellow vest wearing dogs.
I'm 'allergic' to strong perfume (they trigger migraine and Mast cells disorder) but I can't expect a business to ban anyone from wearing perfume can I ...

At least he wasnt a

I think if you offer the guest the option of alternative accomodation at a place that does take dogs...or a place for dogs in kennels...and tell the guest this is something you have done because you want to help her and her dog..you have a positive chance of getting her on side. Be prepared for her to be upset if this is a genuine mistake on her part or her third party booking agent. Offer her a taxi / transport to the new venue/kennels but letting her pet stay is a no no... Unless it's a service dog. If it were me, I'd be initially disappointed I hadnt got the hotel I wanted, but delighted the hotel had gone so far to help me sort it out. Good luck !

Loads of hotels accept dogs, but have dog rooms and only allow dogs in the bar, not restaurant. Also, you're generally not allowed to leave a dog alone in your room... ours go into the car while we eat.

We have had two successful hotel stays at the Wild Boar at Crook, with a friend who is highly allergic to dogs. She stays in one of the non-dog rooms, we stay in one of the dog friendly ones. I don't pet ours after I've changed for dinner and we don't take them into the bar. We walk together, but that's outside so our friend is ok.

It just takes a bit of common sense.

They probably took it for a long walk straight away OP, so it would settle after the journey.

I've just read 15 pages of this and don't know what happened! Place marking now!

I have a dog and get sick and tired of having to read through every hotel website blurb to see if they accept dogs.

I have lived in France, Belgium, Holland and Germany and took my dog everywhere. NO hotel refused to allow my dog in. Also I never came across a restaurant that didn't allow him in and most shops do too.

This country is so backward it is untrue. Service dogs have to be allowed by law so why not other dogs?

My dog is quiet and well behaved. He doesn't shed fur and, as I would never leave him alone in a hotel, does not bark or cry.

Far rather a well behaved dog in the room next door to me than an ill behaved child (which most are)

Your dog is, user.

Not all dogs, or owners are!

As I said, common sense is needed.

The dog arrived, purple, but wasn't seen. Allegedly it was a collie named Bobby.

Elfblossom - I don't think anyone is disputing that service dogs must be allowed. However I would assume that there isn't a huge amount of people with assistance dogs, therefore they could be restricted to one or two rooms and thus those with allergies will be unlikely to be put in those rooms.

I would prefer to stay in hotels that accommodate the least amount of dogs possible i.e. service dogs only. We stayed in a dog friendly hotel recently - did not know it was one- and was woken up on a rare child free break early by the sound of it barking. Owners clearly down to breakfast and left it in the room as the noise went on for some time. Also faint whiffy dog odour in the corridor which I didn't enjoy.

Very cheeky of people to try to smuggle their pets in where they aren't allowed.

The trouble is user not every dog is well behaved. Service dogs are because they are very well trained and groomed, many normal dogs are not.

Same reason why some restaurants and pubs have a no children policy. Just because my children are well behaved and know what to do, many children aren't.

@Purplebella, I think the resolution was the person who booked the room checked in, but without the dog (supposed to be a border collie, supposed to be along later). OP thought they were planning to sneak in both dog & a 2nd unpaid for person later on. Not sure we got any more updates after that.

If the note was in the request section, does it not say when adding that note that requests are not guaranteed?? Every hotel I've ever booked online says this! Therefor you would be covered for not honouring the request, and certainly not obliged to offer refund etc. Personally if it was me taking a pet I would be calling the hotel directly to check their policy, or getting my agent to!

Perfect response OP under the circumstances.

Your dog is quiet and well behaved, user - I have two and while I love them both, one is over friendly and tries to cuddle (and lick) everyone, the other is barky, jumpy and also overfriendly. I wouldn't dream of taking them to a hotel, it wouldn't be fair on any of the other guests or the dogs! When we go away a friend stays in our house to look after them.

I think the dog owners had read the "no pets" part of the booking confirmation and were going to try and smuggle it in. Where is it going to sleep? Really dislike the thought that a dog may have slept in a hotel bed before my stay in it!

Ah thanks shockers and lljkk! It's like a mini drama!

Speaking of dramas; just watched Hollyoaks, Leela's babydaddy... omg!!

I don't understand why once they realised they'd be admitted with the dog as the hotel took I as their mistake, "Bobby" and the second room occupant didn't show up!? Surely you'd text or ring the furtive hound smuggler if you were the checker-inner?!

Ok sorry days been manic. So by check out time I noticed they'd checked out (few of us on the desk) - no sign of the dog and I was in Reception most of the morning.

I tentatively asked if my colleague had seen a dog at all as I was beginning to doubt my own sanity.

She said "oh yes a big border collie!"

Maybe they just had some sort of fucking QuandryQueen shield on the pooch??

Bit of an anti-climax if you ask me!! So I assume no complaints then?!

None! Well none dhound related anyways!

QuandryQueen May I offer my thanks for one of the most entertaining threads ever?