Complaint / review text:
I am traveling up and down the road to Mayo Clinic in Jacksonville, Fl. I have a lot of things going on with me. One of the problems I have is seizures. I have a service dog trained to alert and watch over me until help arrives. Upon checking in we provided the dog's ID card which is not required according to the ADA. We did this as a way to help them understand. That evening went so well. The front desk clerk was BOB and couldn't have asked for a nicer guy. The next morning my son age 10 took my dog out for a walk and upon reentering the hotel the front desk lady told my son that the dog had to have an ID card attached to her and have her paperwork. All of which is not in compliance with the laws. My son being unsure of how to handle the situation listened and she told him we would have to pay a 50 dollar pet fee. Again against the law. My son came back up and reported this to me.
I was really frustrated that she had stopped him to say all that when he told her I was right up stairs. There is no excuse for intimidating a kid even a big one. I called down there to see what the problem was. Teresa the front desk clerk told me I had to have papers from the training facility that states my dog has been trained. I enlightened her to the laws and even pointed out what website she could find this information. Up until this point I was being very nice about this situation thinking maybe she just hadn't been trained correctly. Teresa told me that since the hotel allowed no pets that we would have to pay the fee. I told her once again that this was illegal because service dog are not considered pets. She told me we would need to vacate the room right then. Well we had paid for the room and none of us were ready to leave at her rude request.
I explained to her that if this was the case we would need a full refund. She refused citing how my service dog was breaking the law. I just hung up the phone. We went downstairs to enjoy breakfast but, beforehand I went by the desk with a card that the ADA sends to people to share with businesses and other establishments. It clearly states the laws and what violates the Federal Laws. She wanted to continue to argue stating my dog was just an emotional support dog. After telling her that she was certified for my disorders not emotional response she said then what is she for? I responded with "Seizures" and at that point she said fine she would tell the health inspector when he came by.
I personally was tired of dealing with Teresa. I simply asked for a manager and saw that a man in workplace attire was standing right to the left. She then told me that the manager would not be in until this afternoon. I knew at this point she was lying and that the man had quickly disappeared into the office marked General Manager. I was having some medical issues due to the stress this situation was putting on me. I asked my mother who is my full time caretaker to please allow me to skip breakfast. So on the way back to the room inside the elevator was a member of housekeeping. I asked her what time the manager came in. She said "Oh he's here now". I just said "Thank you".
Upon exiting the elevator another member of housekeeping staff asked if she could help me. I said "No thanks but what is the Manager's name?" Perry was the response. I again asked when does he normally come in? She said he's here now. She told me if I went back down I could find him after describing his attire. I thanked her for the information. She said she'd get him to come up. I just figured it no longer mattered seeing as how he knew the situation and the laws and continued to let his front desk clerk Teresa be extremely rude.
After ten minutes there is a knock at the door. It was the man from downstairs. He introduced himself as Perry owner and General Manager of the hotel. I point blank asked him why did he feel the need to lie and allow such rudeness. His response was nothing. I told him again how Teresa had tried to have us thrown out. I also told him about her approaching my son and not an adult. At that point he said he would reprimand her. Too little too late. I can't trust someone who lies and breaks laws. I also don't need the stress. So all in all this situation was HORRIBLE! The only good things about this hotel is the hall lighting and the Sweet Housekeeping staff.