Q: Can untrained hotel staff ask me about my service dog or require I give my room# if I'm already a registered hotel guest
I had hotel reservations for June 15-17, 2024 for myself and my service dog. When I checked into the hotel I answered the Front Desk Agent's Service Dog and ADA question regarding my service dog and my name and room # was placed on the same hotel list with other disabled guests with service animals. On June 16, 2024, an unidentified hotel employee aggressively approached me about my service dog and she required that I provide her my single room occupancy room number while in the lobby area in front of other hotel employees, other hotel guests and strangers that caused me a safety risks. Following my Caretaker and I filing a June 16, 2024 disability discrimination complaint directly with the hotel owner and the General Manager and our filing a June 16th and June 17th hotel corporate office disability discrimination complaints; the General Manager stated that she would ensure that the hotel would get fully trained on the Service Dog and ADA hotel policies.
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A:
No, untrained hotel staff should not ask you about your service dog or require you to provide your room number if you are already a registered guest. According to the Americans with Disabilities Act (ADA), hotel staff are limited to asking only two questions: whether the dog is a service animal required because of a disability and what work or task the dog has been trained to perform. Beyond that, they should not inquire further or demand additional information.
Being approached aggressively and asked to provide your room number in a public area is inappropriate and can pose safety risks. Your privacy and dignity should be respected, and you should not be singled out or put in a position where you feel unsafe or discriminated against.
It is good to hear that the General Manager acknowledged the issue and is committed to training the staff on service dog and ADA policies. Ensuring that hotel staff are well-informed about these regulations is crucial to prevent similar incidents in the future and to provide a welcoming environment for all guests, including those with service animals.
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