Charged for Service Animal

Location was great, as long as you know what you're getting into with the Tenderloin. This place wasn't saturated with the problems the neighborhood is known for. Upon arrival, we were told we were going to be upgraded at no charge, since they had the space and our original room was up some stairs and not elevator accessible (we asked for something w/ elevator access).

However, we were then told that dogs only get to stay in certain rooms, and we'd have to take the stairs. We were then told we wouldn't have to pay the pet fee since our dog is a service animal (technically illegal to charge any fees per ADA). However, when we checked out a different person was working the desk and demanded to see his certification. If you know anything about service animals, you know that they are not "certified" in any context in the law. We tried to show our airline paperwork clearing him for travel, but this wasn't accepted, and we were forced to pay the fee. Unacceptable.

Mar. 18, 2023