Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a pet friendly room at a higher price compared to a regular room. The total price quoted did not mentioned the DAILY cleaning fee of $30 for bringing a pet.This seems to me as we are being charged twice for bringing a let. Also, I think it is deceitful not to mentioned the cleaning fee when booking a pet-friendly room. Finally, I think it is excessive to charge a daily fee when the room needs to be thoroughly cleaned only when the guests check-out.

  Business response

  11/22/2024

  To whom it concerns: 

  
  While we understand this is Ms. ******* opinion, we do not feel it's a valid complaint that should be filed against the business. Many hotels are not pet friendly and do not allow pets to stay at all. Apart from a registered service animal. In turn when hotels do allow pets to stay there are pet fees involved, and the room is considered a specialty room so it's few dollars more than a regular room type. In our case our whole hotel is not pet friendly, it's just a few rooms we have set aside on the first floor near a side entrance door. In these rooms we provide puppy pads, doggie blankets, and our front desk provides treats and waste removal bags. These rooms also must be deep cleaned more often than a regular room type. Unfortunately, not all animals are well behaved when traveling or well taken care of. So, we must be sure our pet rooms are clean to keep the animals healthy when staying with us. The fee she was unhappy about is indeed a "pet fee" not a cleaning fee as she called it. This fee helps pay for the additional items provided for the pet rooms as well as the convenience of a pet being accepted at the business. 
  We have included a few print outs from a couple websites we found popped up when we googled our own hotel and pets. 
  As you can see it is clearly advertised that there is a $30.00 pet fee. We also advise the guest of this at check in and they sign a form agreeing to it. Ms. ***** did sign the form and stayed for two days, she could have cancelled her reservation at any time, and we would have gladly cancelled that free of charge for her because she was so very vocal with our staff about the pet fee. 
  

  Thank you for your time. 
  

  Sincerely, 
  ******* Snyder 
  General Manager 
  

  
  

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