ComplaintsforRoyal Inn

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told to leave the property at 11:00 pm because we had our emotional support dog with us , he never gave us a chance to explain that the pet was our support dog, his policy states no pet exception service animal, we had to sleep in our car that night my husband and I are both disabled. He was very rude to us when we checked in never giving us a chance to ask any questions or let him know about the dog who is 14 years old and is a dauchshand .

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/13) */ Contact Name and Title: ************** Contact Phone: XXX-XXX-XXXX we are sorry for the inconvenice,but when you and your wife checked in you didnt have the animal with you and when it is a emotional support animal it is suppost to be with you 24/7..also you could have said something no matter what. we offer a 100% hypoallergenic rooms so thats the reason we dont allow any pets.and the registration card you signed states no pets and no refunds.thank you Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dog was with us we had him in the car while we checked in, plus he was with us when we left to go visit family and when we returned for the evening we went into the room to put our groceries away than I took the dog out so that he could use the bathroom away from the hotel. On Expedia you advertise that support animals are welcomed, plus the person that checked us in was rude and rushing us . I feel that you could have had more compassion and allowed us to stay at least till the next morning, or ask if the animal was a support dog. I would have never made a reservation with your hotel if the description had not said service animals are an exception. Business Response /* (4000, 9, 2022/01/14) */ i dont understand what you want me to do? you needed to tell us you had a service animal and not hide it in car or room..the animal should be with you at all times not in a car or left room..if you would have came back to office and returned the key we could have resolved the issue and tell us that it was a service animal.you never informed us you had a animal.and on registration card it says before sign in bold letters DECLARE ALL PERSONS AND PETS ON PREMISES.

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