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AIBU?

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Original poster

Aibu to turn this customer away?

419 replies

QuandryQueen · 27/12/2016 09:37

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??

OP posts:
MistresssIggi · 27/12/2016 15:09

I would like to sleep away from drinkers, arguers and shaggers.

Earlybird · 27/12/2016 15:11

ArcheryAnnie - I agree completely. The hotel is new, and located in a city centre so they were possibly trying all angles to lure bookings. But it was an odd place to bring a dog (or allow them!), and a terrible situation for the dog, and for other guests. And it was definitely creating a problem for the hotel. Bad all the way 'round.

Presumably service dogs are either with their owners most of time, or are trained to wait / stay calm in unfamiliar situations. It is too much to expect an untrained dog to wait patiently / quietly in a strange place.

notapizzaeater · 27/12/2016 15:21

Until recently I didn't even know you could take dogs into hotel rooms (I've been a dog owner for 10plus years)

diddl · 27/12/2016 15:26

I agree with Fenella

Let's hope it's not just a pet!

Would this be classed as a precedent meaning that anyone could then just bring a pet by stating that they were going to??

user1471537785 · 27/12/2016 15:38

As a guide dog owner I'd be pissed if I went to a hotel that is a no pets place and discovered a pet dog there...!

You wouldn't know that my guide dog was there until you saw him actually guiding me, he's been trained to be exceedingly well behaved in public places, to let me know when he needs the loo and to not get up on any of the furniture (that's not to say he doesn't get up on it in MY home). Nothing worse than trying to have a relaxing time/meal/drink with friends and/or family and trying to prevent some other fuckards dog getting to mine to 'play', while the pet owner might think it's cute I don't, my guide dog doesn't and I can garentee the majority of others in the place won't!!

And can I just say to the posters, one with a sever allergy and one who's child has a sever allergy, thank you for being so sensible in your approach to assisance dogs. I appreciate that your situations must be stressful, but I really appreciate that you're not placing the onus on the blind (or other disability) person to accommodate you... You're a rare breed indeed!! :)

RebootYourEngine · 27/12/2016 15:45

I would never assume animals of any kind apart from assistance dogs were allowed in hotels.

easterholidays · 27/12/2016 15:59

I can't help with the dog problem, but you can remember the difference between discreet and discrete if you remember that the word that means "separate" has its two "e"s separated by a "t".

Hope it works out OK, OP.

Andrewofgg · 27/12/2016 16:20

Counterpoint

If people are so allergic to dogs, they should take medication.

Some magic medication known to you?Please share.

What if a service dog had stayed in your room before you?

A valid point: and an excellent reason for always using the same room for a customer with a service dog.

All dogs provide some sort of service to their owners anyway.

"Service dog" is precisely and tightly defined. A dog that makes its woner feel better is not a service dog - it's a pet. Nobody should be made ill by using a hotel where a pet has been taken.

Puzzledandpissedoff · 27/12/2016 16:58

That's what I thought myself, SDTG - after all, most guests only need one room at a time, so surely it's not discriminatory to have one allocated for those with assistance dogs (providing, as you say, it's of the same standard as every other room)?

Having specially allocated public rooms would be something else again of course, but nobody's suggested that as far as I know ...

bonnieweelass · 27/12/2016 17:07

I tend to be given the 'disabled' room when I say I am coming with my assistance dog. I don't need a wheelchair friendly room because I don't have any mobility problems. I want a nice bath, not a wheelchair friendly open shower.

And if I'm staying in eg a holiday park and they allocate me the 'dog friendly' lodge, its always dirtier and smellier (which seems to be the only thing that classes it as dog friendly!)

So yes, I'm right when I say it isn't equality. We are being given unsuitable or dirty rooms/lodges simply because we have assistance dogs.

Can we stop saying service dogs please? Its an american term.

Puzzledandpissedoff · 27/12/2016 17:10

"Service dog" is precisely and tightly defined. A dog that makes its owner feel better is not a service dog - it's a pet

It's a fair point, but as I mentioned upthread, try telling that to any number of Americans. It's perfectly true that emotional support/comfort animals don't meet the strict criteria for service dogs, but that hasn't seemed to stop the ballooning abuse Sad

SantaIsABastard · 27/12/2016 17:14

Glad you got it sorted. We use (I think) the same booking agent and ours clearly says on our page no tv, but e always get complainers saying there is no tv, so even if it did say on your page they may have booked anyway!

lljkk · 27/12/2016 17:23

Did OP get it sorted?? I can't see a post that says so.

scottishdiem · 27/12/2016 17:24

I think it meant sorted in that the manager has made a decision.

ememem84 · 27/12/2016 17:34

Placemarking to find out why sort of dog it is.

Difficult situation either way. Either customer is annoyed because they can't bring their pet (assuming pet not service dog) or other guests annoyed because they do. Either way I feel the op will get it.

Mooey89 · 27/12/2016 17:44

.

Original poster
QuandryQueen · 27/12/2016 17:51

Am still here sorry just managed to grab my break.

No sign of the dog or owners as of yet!!

OP posts:
myoriginal3 · 27/12/2016 17:53

Come on doggie. Show yourself.

StarsandSparkles · 27/12/2016 17:53

Placemarking to find out what size of dog appears 😂

Ilovetorrentialrain · 27/12/2016 18:16

Placemarking too! My money's on an assistance dog after all but desperate to know for sure...

dowhatnow · 27/12/2016 18:17

My bet is it'll be one that yaps all night.

TheSnorkMaidenReturns · 27/12/2016 18:29

good luck with it OP!

mysistersimone · 27/12/2016 18:32

Hope its not a giant hound Grin

WinterIsHereJon · 27/12/2016 18:32

Hoping for a Newfoundland!

myoriginal3 · 27/12/2016 18:36

I think we're all incredibly cruel hoping for yappers or huge hounds. But I like the images such situations conjure up. *sadistic cackle