virna2015janmar

39 / 56

The worst thing a hotel or resort operator can do is to make the
decision to accept pets grudgingly. For the most part, pet owners are
among the most considerate travelers. Hotels or resorts that treat pet
guests (and their owners) as a nuisance, impose too many restrictions,
or pile on hefty fees and deposits, are likely to see the goodwill they’re
hoping to create roll over and play dead.
As the large hotel chains have found, special amenities go a long
way with owners. In addition to water dishes, chew toys, and plastic
bags for waste, Kimpton Hotels treats pet owners with insider info on
local dog walkers and grooming services. Pet owners checking into its
Hotel Monaco in Portland, Oregon, receive a map of pet-friendly brew-
eries and restaurants in the Portland area. The Westin New York Grand
Central smooths relations between guests and staff with a “Dog in
Room” privacy sign.
… But Train Owners
The main sticking point for many owners is Westgate’s rule that dogs
not be left alone in the room. “People don’t leave their babies in the
room by themselves, but they do tend to leave the dog,” Waltrip says.
“As soon as the dog gets lonely, it starts barking and disturbs the entire
building.” One dog left outside its crate scratched the door, so in addi-
tion to a one-time cleaning fee of $170, Westgate Resorts now collects
a damage deposit up front.
The key is to expect problems — and then plan for them. “We edu-
cate our guests every step of the way,” Waltrip says. “They are given a
clear understanding at check-in as to what they can and can’t do. We
have them sign off on a checklist with all of our detailed policies, so
there should be no question in their mind. If there’s a violation, they’ll be
charged for it at the end of their stay.”
The Service Animal Loophole
Even the most detailed pet policy is no match for guests who falsely
claim to be traveling with a service animal. Specially trained to perform
tasks for the benefit of someone with a disability, service animals are
not pets, so pet policies — including fees — do not apply. Hoteliers and
resort managers are bound by
to welcome service dogs and miniature horses trained to
provide walking and wheelchair assistance. However, because 90 per-
cent of disabilities aren’t visible, any guest can claim to be traveling
with a service animal.
“There is massive abuse of the service-dog policy, which is
extremely unfortunate because there are people who rely on their ser-
vice dogs for a variety of things,” says Waltrip. “When someone shows
up with a Chihuahua and calls it a service dog, it really puts a bad light
on the people who actually need service dogs.”
There are only two questions members of a hotel or resort staff can
ask when the answers are not obvious: “Is this animal needed because
of a disability?” and “What work or tasks has the animal been trained to
do?” Guests are not obligated to provide documents, certificates, proof,
or details about their disability or their animals’ training, and resorts
can’t charge extra fees unless the service animal causes damage.
A Balancing Act
For now, Waltrip and other hospitality managers can only vent and try
their best to appeal to the better nature of pet-loving guests. “It’s a
touchy subject,” Waltrip admits. “Having an animal is a responsibility.
It’s like having children: You have to adjust your lifestyle for that respon-
sibility. Where it becomes a problem is when pet owners expect
everyone else to adjust to their lifestyle. We’re in the business of
serving families, so we have to balance the greater good.”
Joyce Hadley Copeland, based in Tucson, Arizona, contributes regularly to
travel and hospitality publications and websites.
37
Developing a Pet-Friendly Policy
If you do decide to accept pets, Westgate Resorts’ Mark
Waltrip advises that you draft a specific and concise
policy that guests receive with confirmation of their
reservation and sign before they check in. It should cover
these key areas:
Are there state or local regulations you must comply
with to allow pets?
What types of animals will you accept? (Cats, dogs,
birds, reptiles?)
How many pets are allowed in each room?
Do you have a weight limit?
What fee(s) will you charge? (A one-time cleaning
fee? Nightly fee? Refundable damage
deposit? All of the above?)
Will you provide pet amenities? (Water bowls and
mats, dog beds, treats, bags to pick up waste?)
Where can owners walk and exercise their pet?
Which areas are off-limits?
Can the pet be left in the room alone? (If not, will
you provide a list of vetted pet sitters or dog walkers?)
Will you draft a liability statement to protect you if a
pet harms another guest or an employee?
LWA/Larry Williams/Glow Images; Flirt/SuperStock