Discrimination of a 100% Disable American Veteran with a Service Dog by Extended STAY AMERICA HOTEL
Extended STAY AMERICA Hotel, located at 1220 E. 2100 South, Salt Lake City, Utah 84106
On 02/11/2024 I called Extended STAY AMERICA and made a reservation for Stay Check in Date: Feb 11, 2024, Number of Nights:213, Check Out Date Sep 11, 2024, Upon this reservation, I advise the representative I had two service dogs and that, we were going to check the property to make sure it was to our likings. She assured me it would be no problem. When we arrived at the property, we left my service dogs secured in our SUV until we checked the room. We entered the front office and proceeded to identify ourselves to the assistant Manager named Velma, she asked, where were my service dogs. We told Velma that my service dogs were left in the car because we wanted to check-out the room, before we got the dogs out of the car. Velma guided us to the assigned room, which by the way, it wasn’t anything like in the pictures provided on the website. The room was very small and was carpeted. The picture on the hotel website showed a beautiful large room without carpet. We told the assistant manager that this room wasn’t anything like the one in the website pictures. she replied, yes because we are assigning you a pet friendly room. I made her aware that my dogs weren’t pets, that they were working/service dogs and that she could not just assigned me a pet-friendly room. I said assigning a pet friendly room, was in direct violation of the ADA directives. She got very upset and kept on arguing and telling me that they always assigned service dogs to pet rooms because they were consider pets. I told her, I wanted to see the manager, she said I'm the assistant manager. I insisted on seen the manager. At this time, we left the room and returned to the front office, she went directly into the manager's office. The manager came out to the front desk with a very defiant and loud voice, asked, where are your services dogs. I replied, they are in the car because we wanted to check out the assigned room before we made a decision. The manager in a very offensive tone, told me, your dogs are not service dogs, because service dogs had to be with the handler at all times. I tried to explain that he was wrong by assuming they weren’t service dogs, he was being so loud and offensive with his body language, I told him that he didn’t need to get so hostile. While all this was going on, the assistant manager proceeded to tell us, that they were actually denying Hotel services and we could make an official complaint to the corporation. The manager in a very hostile way, handed me a business card and said, “here is my name”, and proceeded to point out at the door. At this time, I told the assistant manager, that I would like to have the reservation Showing I was denied services and signed. she did so and handed me the copy and we exited the front office.
I felt humiliated, angry and betrayed by these individuals. Hotel staff should be aware of the guidelines and accommodate the needs of guests with service animals accordingly. There’s no legal requirement for constant presence. The American Disability Act (ADA) does specify that a person most have their service dog with them at all times in public areas of the Hotel. If a handler feels the need to bring the service dog alone, they are allowed to do so. However, there is no legal obligation for constant presence. if the handler is eating at the hotel restaurant, it is generally acceptable for the service animal to be left alone in the handler’s room. However, it’s essential to ensure that the service animal is comfortable and safe during this time and under no circumstances the dogs are not to be left alone in the room if guess is to leave the hotel area.
Can hotels assign designated rooms for guests with service animals out of consideration for other guests?
No. A guest with a disability who uses a service animal must be provided the same opportunity to reserve any available room at the hotel as other guest without disabilities. They may not be restricted to “pet-friendly “rooms. According to the American Disability Act (ADA).
