Holiday Lodge

Thank you for bringing this to my attention [redacted] is no longer the manager hereI am the current manager and I was present for this incidentThe incident, however did not go as the customer describesWe have a security camera in the office that recorded the incident, and are willing to show the footage to whomeverThere was another employee in the office as wellUpon entering the office, the guest, her pit bull, and another woman approached the deskThe guest immediately complained about the presence of another dog (my dog, who greets the guests)I told her that he was friendly, and she responded that hers was not friendly with other dogsIn the video footage, you will see that my dog did not "harass" anyone at allThe women inquired about a weekly rate and we explained the pricesThey thought the prices were high and complained about themWe explained that we could not offer a lower rateWhen I mentioned the pet fee, the guest with the dog became argumentative, saying that she should not have to payI explained that the standard fee for all pets was $10, that is was a small fee, and normally for a weekly pet we charge $but I was cutting her a break because they were on a budgetThe guest continued to argue about the $fee, and when she began using foul language towards my receptionist I told her that we could not rent to herThe other woman tried to calm her down and agreed to the pet fee, but I told her that I did not feel comfortable renting to that particular guestI should also mention that the guest had multiple facial piercings and tattoos, and her presence may make our other guests uncomfortableBased on her aggressive and argumentative attitude in the office over a $fee, I used my judgement and determined that this could potentially be a problem guest and that we should not have her on the property, especially for an entire weekI also considered the fact that her dog is unfriendly towards other dogs, which would cause problems because at the time we had a few other guests with dogs on the property It is also listed in our pet policies that all dogs on the premises must be friendlyI could tell that the woman was offended that I would not rent to her, but I feel it was the best decision for our guests and our reputationAs the guest was leaving, she used foul language towards my receptionist and forced the door open, so that it slammedShe had taken a cup of coffee from the office and when outside, she threw it onto the ground, spilling coffee onto our parking lot and litteringAnother guest witnessed the coffee-throwing and came in to ask if we were okHe saw the appearance of the guest and said that he was glad we did not rent to her, as her appearance made him uncomfortableHis comments reassured me that I had made the right decisionIn her complaint, this individual is requesting that I show proof that my dog is a service dogI find this request odd, as there is no legal obligation for my dog to be a service animal in order to be here on our personal propertyI do, however, have to show his paperwork when we fly on an airplaneI would be happy to show the Revdex.com my doctor's recommendation for my dog, although I think that is an unnecessary request that has nothing to do with the incident at handIf you have any questions or if I can assist you further, please do not hesitate to contact meAs I mentioned above, I will be happy to show our security camera footage, provide the name of my employee who was cussed out by this woman, and I can also contact the guest who witnessed the coffee-throwing if necessary

Thank you for bringing this to my attention. [redacted] is no longer the manager here. I am the current manager and I was present for this incident. The incident, however did not go as the customer describes. We have a security camera in the office that recorded the incident, and are willing to...

show the footage to whomever. There was another employee in the office as well. Upon entering the office, the guest, her pit bull, and another woman approached the desk. The guest immediately complained about the presence of another dog (my dog, who greets the guests). I told her that he was friendly, and she responded that hers was not friendly with other dogs. In the video footage, you will see that my dog did not "harass" anyone at all. The women inquired about a weekly rate and we explained the prices. They thought the prices were high and complained about them. We explained that we could not offer a lower rate. When I mentioned the pet fee, the guest with the dog became argumentative, saying that she should not have to pay. I explained that the standard fee for all pets was $10, that is was a small fee, and normally for a weekly pet we charge $50 but I was cutting her a break because they were on a budget. The guest continued to argue about the $10 fee, and when she began using foul language towards my receptionist I told her that we could not rent to her. The other woman tried to calm her down and agreed to the pet fee, but I told her that I did not feel comfortable renting to that particular guest. I should also mention that the guest had multiple facial piercings and tattoos, and her presence may make our other guests uncomfortable. Based on her aggressive and argumentative attitude in the office over a $10 fee, I used my judgement and determined that this could potentially be a problem guest and that we should not have her on the property, especially for an entire week. I also considered the fact that her dog is unfriendly towards other dogs, which would cause problems because at the time we had a few other guests with dogs on the property.  It is also listed in our pet policies that all dogs on the premises must be friendly. I could tell that the woman was offended that I would not rent to her, but I feel it was the best decision for our guests and our reputation. As the guest was leaving, she used foul language towards my receptionist and forced the door open, so that it slammed. She had taken a cup of coffee from the office and when outside, she threw it onto the ground, spilling coffee onto our parking lot and littering. Another guest witnessed the coffee-throwing and came in to ask if we were ok. He saw the appearance of the guest and said that he was glad we did not rent to her, as her appearance made him uncomfortable. His comments reassured me that I had made the right decision. In her complaint, this individual is requesting that I show proof that my dog is a service dog. I find this request odd, as there is no legal obligation for my dog to be a service animal in order to be here on our personal property. I do, however, have to show his paperwork when we fly on an airplane. I would be happy to show the Revdex.com my doctor's recommendation for my dog, although I think that is an unnecessary request that has nothing to do with the incident at hand. If you have any questions or if I can assist you further, please do not hesitate to contact me. As I mentioned above, I will be happy to show our security camera footage, provide the name of my employee who was cussed out by this woman, and I can also contact the guest who witnessed the coffee-throwing if necessary.

Review: Upon trying to rent a room from the Holiday lodge on 11/25/14, the manager on duty became very confrontational. She used crude language and was treating me like I was beneath herself. The attitude she acquired over the 10 or so minutes I was in the office was very unprofessional and more than borderline childish. There was a dog in the hotel lobby, running lose without physical or verbal restraint, harassing me and distracting my service animal from performing his job duties. Same said manager tried to charge me a $10 fee for my registered service animal. When I suggested that that was against the ADA act of 1990, she tried to raise the fee to $50. Her attitude and demeanor toward me and my service animal made me feel very unwelcome and uncomfortable. I left without booking the room.Desired Settlement: I would like for the manager's supposed "service animal" to not be allowed to harass customers and their service animals. It should not be allowed to make contact with hotel patrons or their pets/service animals or children. I would also like for the manager to provide proof of her animal's service dog status, as I believe it to not actually be a registered service animal.

Business

Response:

Thank you for bringing this to my attention. [redacted] is no longer the manager here. I am the current manager and I was present for this incident. The incident, however did not go as the customer describes. We have a security camera in the office that recorded the incident, and are willing to show the footage to whomever. There was another employee in the office as well. Upon entering the office, the guest, her pit bull, and another woman approached the desk. The guest immediately complained about the presence of another dog (my dog, who greets the guests). I told her that he was friendly, and she responded that hers was not friendly with other dogs. In the video footage, you will see that my dog did not "harass" anyone at all. The women inquired about a weekly rate and we explained the prices. They thought the prices were high and complained about them. We explained that we could not offer a lower rate. When I mentioned the pet fee, the guest with the dog became argumentative, saying that she should not have to pay. I explained that the standard fee for all pets was $10, that is was a small fee, and normally for a weekly pet we charge $50 but I was cutting her a break because they were on a budget. The guest continued to argue about the $10 fee, and when she began using foul language towards my receptionist I told her that we could not rent to her. The other woman tried to calm her down and agreed to the pet fee, but I told her that I did not feel comfortable renting to that particular guest. I should also mention that the guest had multiple facial piercings and tattoos, and her presence may make our other guests uncomfortable. Based on her aggressive and argumentative attitude in the office over a $10 fee, I used my judgement and determined that this could potentially be a problem guest and that we should not have her on the property, especially for an entire week. I also considered the fact that her dog is unfriendly towards other dogs, which would cause problems because at the time we had a few other guests with dogs on the property. It is also listed in our pet policies that all dogs on the premises must be friendly. I could tell that the woman was offended that I would not rent to her, but I feel it was the best decision for our guests and our reputation. As the guest was leaving, she used foul language towards my receptionist and forced the door open, so that it slammed. She had taken a cup of coffee from the office and when outside, she threw it onto the ground, spilling coffee onto our parking lot and littering. Another guest witnessed the coffee-throwing and came in to ask if we were ok. He saw the appearance of the guest and said that he was glad we did not rent to her, as her appearance made him uncomfortable. His comments reassured me that I had made the right decision. In her complaint, this individual is requesting that I show proof that my dog is a service dog. I find this request odd, as there is no legal obligation for my dog to be a service animal in order to be here on our personal property. I do, however, have to show his paperwork when we fly on an airplane. I would be happy to show the Revdex.com my doctor's recommendation for my dog, although I think that is an unnecessary request that has nothing to do with the incident at hand. If you have any questions or if I can assist you further, please do not hesitate to contact me. As I mentioned above, I will be happy to show our security camera footage, provide the name of my employee who was cussed out by this woman, and I can also contact the guest who witnessed the coffee-throwing if necessary.