Service Dog Rules for Staying in Hotels

Service dogs have hotel rights as part of the public access rights given to service dogs and their handlers under the Americans with Disabilities Act (ADA). This means they cannot be treated as pets and can accompany their handlers at no additional cost. Unfortunately, hotel staff members are sometimes unaware of these rights and don’t know how to treat a guest with a service dog. The following information is an overview of the main points to know about service dogs and hotels.

Can hotels charge for a service dog?

No. Under the ADA, hotels cannot charge an extra fee for a service dog as they would a guest with a pet. Your service dog is also allowed in areas like the pool area, gym, and restaurants without charge. The hotel also cannot charge an additional deposit at check-in just because you have a service dog. Cleaning fees due to the service dog are also not allowed unless the dog causes a mess or property damage beyond normal wear and tear (normally shedding, for example, is fine).

What verification questions are hotels allowed to ask about service dogs?

Hotel staff are allowed to ask a guest with a service dog two verification questions under the ADA: 

1. Is the dog a service animal required because of a disability?
2. What work or task has the dog been trained to perform?

If the task is apparent (seeing-eye dog, wheelchair-related), the staff has no right to inquire about the service dog or your disability. When dealing with hotel staff members, presenting your service dog certification and identification card can help alleviate tension. Keep in mind, however, that under the ADA, hotel staff cannot insist on seeing documents as a condition of entry. If the hotel staff asks for things beyond the two questions, try to stay calm and remember that the staff members are only employees and might not be properly trained to deal with service animals in the hotel. 

If the hotel staff continues to insist on seeing documents or ask prohibited questions, try pointing them directly to the ADA’s FAQ document, which clearly states what is allowed when verifying a service dog. You can try saying the following:

• “Under the ADA, you can’t ask for a certificate, ID card, or proof of registration. Here is a copy of their rules.”
• “I have a service dog, and you’re permitted to ask me only two questions: 1. Is my dog a service dog required for a disability? and 2. What work or task has my dog been trained to perform? I can refuse to answer any other questions.”
• “I have answered the two questions allowed under the ADA, and you are not permitted to ask further questions or ask me for documents. If you cannot accommodate my service dog, I’d like to see a supervisor or someone who manages ADA accommodations for your facility.”

In addition, the hotel staff still has to act according to the rules of conduct the general public should follow concerning a service dog. These include:

• No petting the dog
• No speaking to, teasing, or distracting the dog
• No feeding the dog or interfering with its work

Keep in mind that staff is not required to help you perform any tasks related to the service dog, such as taking it out to relieve itself, feeding it, handling it, etc.

Following the Rules of the Hotel

Under the ADA, persons with disabilities in hotels have the right to bring a service dog into the room and common areas without being charged additional pet fees. However, you will still be expected to follow other hotel rules that pertain to guests and animals. 

Here are some general hotel rules to follow:

• Your service dog must be under your control at all times, whether this is by means of a leash, hand gestures, or voice control
• Your dog cannot disturb other guests
• Your service dog cannot cause a continual noise disturbance
•  If your service dog damages anything in the hotel room, you are still responsible for the cost of those damages

Staying at an Airbnb With Your Service Dog

You can stay at an Airbnb with your service dog free of charge, even at properties that are listed as not allowed to have pets. Airbnb hosts in the United States must allow service animals if they rent out the entire home or apartment to an Airbnb guest. It’s a good idea to let your host know ahead of time that you will be bringing a service dog with you so that there are no misunderstandings when you check-in.

Hotel Violations of ADA Service Dog Rules

Hotels, motels, and AirBNBs that don’t comply with ADA rules can face legal repercussions, including lawsuits and fines. In one case, the U.S. Attorney’s Office reached a settlement with the Comfort Inn in Guilford, Connecticut, to address violations of the ADA after an individual with disabilities filed a complaint about being denied accommodation due to his service animal. As part of the settlement, the hotel implemented a new policy that prohibited staff from requiring documentation for service animals and improved accessibility features, including designated accessible parking and modifications to guest rooms. Additionally, the Comfort Inn trained its staff on these new policies and ensured that service animals were permitted in all areas of the hotel accessible to guests.

In two other cases, the Justice Department announced settlement agreements to protect veterans with service dogs under the ADA. The agreements, with Deerfield Inn & Suites in Alabama and the Landmark Hotel Group in Virginia, require these businesses to adopt service dog policies and provide training to ensure equal access for veterans. Both hotels had previously refused service to veterans with service dogs, leading to these settlements, which also included compensation for the veterans involved.

These cases demonstrate how important it is for hotel operators to understand their obligations under the ADA when it comes to service dog owners. Mistreating a service dog handler can lead to costly fines and legal proceedings.  Are you looking for a dog-friendly hotel? Check out our guide on the most dog-friendly hotel chains.

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