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??

We can ... retrieve a copy of the guest confirmation which clearly states "No pets allowed"

In that case (unless it's a service dog of course) I'd definitely refuse to let the dog stay - and the owner can take his pick between one Trip Advisor complaint from a dog owner, or several from non-owners

As PPs have said, given that many hotels refuse pets, surely it was up to him to check before clicking the "I agree to the T&Cs" button?

There is no way you should accept the dog.

If I booked a no pets hotel and there was a dog there I would definitely have a problem with it.

I would also be very upset at the thought that there may have been a dog in the room I was staying in.

That's just me though.

But sorry, people know it's not just ok to bring a dog and just putting "bringing dog" in the comments is NOT ok. They usually cost more for a start! It's like me putting "bringing extra child" in the comments and expecting to not have to pay for them!

It could be a tiny one or a huge hairy malting one. It might bark all night, or smell or anything. Or it might be a silent non hairy one. No matter. It shouldn't be there.

I would uphold the policy and be firm. You might loose your job if you broke the policy. Why shod op ring round for them, they should have done research themselves. They are trying it on!

Is there no phone number to call? It may be that it is a guide dog they are bringing.

If you allow the dog, you have to make other acceptions, it's not fair on other customers who have had to hire dog sitters or kennels.

Is a service dog universally allowed?
If so there is no such thing as a dog free hotel. Allergies and phobias will apply as much to a guide dog as someone's pet. Which must make things very difficult if you have such an issue. Not sure what the solution is. I suspect there are more people who use service dogs than who have severe allergies to them, but I do not know.

When you looked, what did it say on the booking site? If it's not obvious I would just do as another poster suggested and quickly assess the owner & the dog. Then say 'We cannot accept any dogs that are not service dogs. Is your dog a service dog?' >hard stare< Then explain they're only allowed in the area required to get from the door to the room, no loitering.

Unless you think it could be a Hotel Inspector 😫

I feel for people with severe allergies, but what would you do if it was a service dog? All Hotels are surely obliged to take service dogs.

That's a good point. If they turn up and it's a service dog then fine.

If it's not, then the fact that they put bringing dog in the comments is not good enough and does not override the no pets policy.

If they are shirty that they weren't informed, you can tell them that the assumption was that it was a service dog as it CLEARLY STATES NO PETS ALLOWED.

Would people book an adults only hotel and then bring their kids? I don't think so!

Who Laguna? Unless I've missed a post, people have said service dogs are allowed and rightly so can't be refused.

Id try and find a local pet friendly hotel and temp book them into there. If it's a service dog you won't have to worry (although I think that a person who used a guide dog would explicitly state that).

DeathStare. Cross posted with you. What a horrible allergy to have as you have so little control.

All hotels legally have to accept service dogs. So how do those with extreme allergies cope with this?

I'm not sure that you can do anything before the guest arrives because they might be bringing a service dog rather than a pet.

Turning away a guest with a service dog is illegal, what do the posters who have dog allergies do if they stay in a hotel etc where a service dog has been?

It may be a service dog anyway. Ask when you see it. Ring up local dog taking hotels and ask if they have spaces. If the customer turns up with a non service dog explain that you have contacted the alternative hotel.

As its so late in the day explain the policy to them and say the dog must be kept in the room and that you are making an exception in their case. It would be u fair to turn them away as they have acted in good faith and the 3 rd party has made a mistake.

Having worked in several hotels as an accommodation manager all for of which accepted service dogs but were otherwise pet free I can tell you that there were no set rooms for these animals these were all 4* hotels so for all you people with allergies you can never be 100% of the history of any hotel bedroom and having seen what I've seen I don't consider staying in any hotel a luxury or a treat I prefer my own house which I've cleaned

Dog allergies are quite unusual. Very few people have that as opposed to cat allergies.

Just been onto the providers website as if I was a customer and it only lists what our hotel does or has

It doesn't mention anywhere No pets or whatever. Only once the confirmation is generated. That's pretty shit isn't it! We have someone at our company who deals with the travel agents so I'll get them to insist it goes on the site in the new year.

You can't just put a dog into kennels at such short notice unless it has had all the correct vaccinations.

Brasty - I answered that question unthread. If there is a service dog I leave. It's that or a trip to A&E. Fortunately service dogs are rare and I end up in the same hotel as one I'd just suck it up as bad luck and leave.

But if I'd gone to the trouble of finding a hotel that only accepts service dogs (the minimum allowed) and someone's pet was there I'd be extremely pissed off with the idea of either forfeiting my own booking or becoming very ill.

In that case op finding alternative accommodation and providing compensation is appropriate.

Plus phoning them to explain and apologise!

whatdoesaturkeydo - I'd let the hotel know in advance I have severe allergies so they can make sure the room is thoroughly cleaned

As I stated in my OP I have no other means of communicating with them other than messaging through the providers intranet.

If there was a phone number I would have rung yesterday as soon as I spotted it.

I worked in hotels for years and if this were me I would get on the phone to similar standard hotels in the area and provisionally book a room in one that accepts dogs.

Service dogs are well trained well behaved dogs, this is not a service dog, turn them away, if you have an alternative sorted, you handle it well and you arrange something nice for them by way of an apology you will avoid negative feedback, comp them a bottle of wine in the other hotel or something. If you let them in you will piss other people off, you could have a barking dog half the night and it could soil the room, service dogs will not do those things. You are the most senior so you have to show you can deal with these things, if shit happens because you let them in your fall back excuse cannot be "I was afraid of negative feedback", If you turn them away and get negative feedback "I did because it's policy, the right thing to do and I had consideration for others guests etc", cover yourself

Just been onto the providers website ... It doesn't mention anywhere No pets or whatever

Apologies, I thought you said it stated "no pets" In which case, it seems you'll have to put them in the "guide dog room" and hope nobody else complains

I still think it would have been sensible for the guest to have checked though, but definitely get the website changed asap

My view would be to sort out details of a local dog minder rather than kennels (Most dog owners prefer that to kennels) there are lots of online websites for these, phone them and prewarn the dog minder there might be a customer and explain the situation. Then if the dog is not a service dog they can contact them.

In the mean time select a room where you allow service dogs to stay with easy access to outside so the dog is minimally inside and in a room normally allocated to dog owners. Service dogs are just as hairy as non service dogs and as far as the room is concerned that is the main issue.

Finally check out other hotels locally and see if there is one that will accept dog and customer at same price - you lose the business this time but get qudos for sorting and customer service