The video you watched is a humorous take on a very real situation that hotel employees face. While it may be exaggerated for comedy, it highlights an important and serious topic: Service animals are protected by law to ensure guests with disabilities can travel freely without discrimination.

In hospitality, you will serve many guests who rely on service animals as part of their daily lives. It is essential that these guests are treated with dignity, respect, and full legal access.

Not All Disabilities Are Visible

You may come across situations where you can’t see the disability, or you suspect the animal is not truly a service animal. 

Remember:

• Many disabilities are not visible.

• Employees must know what they are legally allowed (and not allowed) to ask or say.

Recommended Best Practices for Hotels

To protect both the guest experience and your property, many hotels choose to follow these guidelines:

✅ If a guest states their dog or miniature horse is a service animal, accept their statement.

Under ADA, you generally must take the guest at their word unless very limited exceptions apply.

✅ Do not charge pet fees for service animals.

Service animals are not pets and must be exempt from pet fees or restrictions.

✅ Allow service animals anywhere guests are permitted,

with the only common exception being inside the swimming pool (due to health regulations).

✅ Avoid challenging or questioning the validity of a service animal

unless one of the rare ADA-approved situations applies (such as the animal being out of control or not housebroken).

ADA: The ONLY Two Questions You May Ask

When it is not obvious that an animal is a service animal, the ADA allows staff to ask only these two questions:

1️⃣ “Is the animal required because of a disability?”

2️⃣ “What work or task has the animal been trained to perform?”

You may NOT ask:

• What is the person’s disability?

• For documentation or “certification”

• For the animal to demonstrate the task

• For proof of training or registration

Following these practices helps hotels:

• Remain ADA compliant

• Avoid discrimination claims or lawsuits

• Prevent negative reviews and social media backlash

• Provide a welcoming environment for all guests

Why Most Hotels Choose a “Trust the Guest” Approach

Even though the ADA allows the two questions, many properties choose to accept the guest’s statement without asking them at all. This approach helps:

• Avoid accidental discrimination

• Prevent conflict at the front desk

• Reduce legal risk

• Protect the hotel from viral social media situations

• Maintain a guest-first reputation

Important: Guests Still Have Responsibilities

Even though service animals are protected:

✅ Guests are responsible for any damages caused by their service animal.

✅ The animal must be under control and well-behaved.

Bottom line:

Service animal laws are about accessibility and respect.

Our role in hospitality is to honor that—while protecting our hotel by doing the right thing, every time.