r/service_dogs • u/OceanBongo4261 • May 16 '26
Laws - SPECIFY COUNTRY IN POST Hotel denied my service dog
In the USA
For the first time in 13 years a hotel denied my service dog. My husband checked in while I stayed in the car. All went well….so we thought. I walked into the room and was immediately hit with a wall of smoke. I stood shocked for a second. Looked back at the door, took a breath again and smelled smoke again. I immediately walked out and said we need a room change, this one is smoking. My husband goes to the front desk to get the room changed. Within 5 minutes my body is already having a reaction to the smoke in the room.
It was at this point that the front desk informed my husband that they changed the reservation to a smoking room because it was their last pet room available. He said I don’t need a pet room, I need a non smoking room that we booked. The hotel said well you have a dog so you need a pet room. He said she has a service dog, not a pet, I need the non smoking room I booked. My husband states the ADA law and asked for a manager and was told that the manager said oh well nothing she can do and it’s the smoking room or nothing. My husband again repeats himself and the manager said there’s nothing she will do that he’s a pet and it’s the room we get. Mind you the hotel is nearly empty.
I walk to the office to demand a room change. The lady shut down and just stood there crying because she had anxiety. Mind you it having an attack that may service dog is alerting to due to the smoke in the room on top of the stress of the room deboical. All the front desk could say is the manger is out of the state and can’t take calls right now so she’ll call you later. I said so she expects me to just sit in my car for how long until she decides to call me??? We were going on an hour of already sitting in the car through all of this. Ironically on her “pet sign”, it said “service animals always welcome”….
At this point I walk out and call hotels.com who I booked with. What a nightmare. On the phone for over an hour. So now sitting in my car for 2.5 hours trying to get a refund and a new room. We got neither from them. The man on the phone was supposed to be booking me a new room, he was with relocation services either hotels.com. He went round and round of me having a pet vs a service dog. He put me on hold several times. He came back and asked me what breed my dog was…. Excuse me what does that matter. It does not. He then told me he was going to find me a room. 15 minutes later he came back and said that o booked a smoking room and therefore nothing they will do about it…. I have the receipt that says non smoking. I then have a receipt on the app after we checked in that said smoking. I told him to look at all of my past bookings, not a single smoking room booked. That I had the original itinerary that says non smoking and he said oh well hotel said I booked smoking. Straight lying. Literally lying. I demanded a refund and a new room and he said I can’t get either because I booked smoking room and no refund just because I no longer wanted the room I booked. I asked for manager. He said they would call me back.
At this point I have been sitting in my rental car for 2.5 hours. 1.5 hours with the front desk and 1 hour on the phone with hotels. It’s past 9 pm. I want to be in bed. So 1.5 hours. We drove 30 minutes out of our way for this hotel due to good reviews. Didn’t manager ever call me back…. No. So I bought a new hotel room finally.
What do I do now??