Real Story, Real Problem

One of our program graduates — a U.S. Army veteran — recently experienced repeated discrimination during a cross-country trip with his service dog, Kayla. Despite calling ahead and notifying hotels, they encountered:

• A hotel that told them not to walk through the lobby with the dog.

• Staff who didn’t understand service dog rights.

• An attempt to charge a pet fee.

Thankfully, one informed hotel employee knew the law and welcomed them — but this shouldn’t be the exception.

“Service dogs are not pets. They are life-saving medical equipment.”

What the Law Says

Under the Americans with Disabilities Act (ADA), it is illegal for businesses — including hotels — to deny access or charge fees for a service dog. Here’s what the law states:

• ✅ Service animals must be allowed to accompany people with disabilities in all areas the public can access.

• ✅ No pet fees or deposits may be charged for service dogs.

• ✅ Only two questions can be asked:

  1. Is the dog a service animal required because of a disability?

  2. What work or task has the dog been trained to perform?

Anything beyond that? It’s a violation of federal law.

If a business tells someone with a service dog to use a side door or pay a fee — they are breaking the law.

Why it Matters

Service dogs are not optional for people living with disabilities like PTSD or diabetes. These animals are medical necessities, trained to perform life-saving tasks and provide daily support.

Being denied access or charged fees is not only emotionally exhausting — it can directly impact the safety, stability, and well-being of the individual with the disability.

No one should have to argue for their civil rights after a long day on the road.

What Needs to Change

The hospitality industry — from local managers to corporate leadership — must do better.

Here’s how:

• Train all hotel staff on ADA service dog laws.

• Ensure reservation systems note when a guest is traveling with a service animal.

• Stop treating service dog teams like second-class guests.

• Share this information with every team member, not just those at check-in.

Respect, dignity, and legal compliance shouldn’t be optional.