Dog

I am totally disabled and require a service dog. I always carry a letter with me from my Doctor that certifies my dog is a service animal. I approached the front desk at the Hampton Inn at Gillette, WY on the early evening on 6/25/05 and stated that I had a reservation (#81502162). When the gal saw the dog she called the Manager to the desk. He advised me he was the Manager and that the hotel had a strict policy of no pets. I explained that my dog was not a pet - a service animal - and offered to show him medical documentation. He responded that he didn’t need to look at any documentation because he had already determined that my dog was a pet - PERIOD. I was at a total loss and explained he was in violation of Federal ADA Law but got no response. I asked him if I could use the phone to call the Hilton Honors VIP desk which I am a member of and he told me to step outside and find a phone. I was shocked. I asked him for his card and he wrote his name on the back of another person’s Hamton Inn business card. I have enclosed a copy of both sides of the card. It appears his name is Zuir.qar Khan. Not sure what that period is between his name? I then moved to the lobby and called the Hilton Honors VIP members desk using my cell phone. They called Mr. Kahn however were unable to pursuade him to follow the law. Mr. Kahn then told me to leave and I refused. He then called the police. I explained what happened to the officer. He said he has a service dog so he understood my situation however advised me that this was a civil matter and I would have to seek civil remedies. He also stated that if I remained in the lobby he would have to arrest me. By now a small group of bystanders had gathered as well as a second police officer. My son was really getting upset so I left. If my son wasn’t with me I would have “stood my ground”.

In summery, you may wish to consider whether you want to spend your hard earned dollars with such a morally corrupt corporation. Hilton owns Hampton Inn, Embassy suites, Hilton Garden Inn and Homewood Suites that I am aware of.

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The Hilton companies have a long history of such abuses. Just google ADA complaints against them. We were harassed by the Hampton Inn in Lexington Kentucky South on May 9th 2008. The person behind the desk kept calling our service dog (a 12 lb. Maltese) a pet. When I informed her the second time that she is not a pet (she wore her bright yellow service dog vest) the person yelled at me that "you don't have to get nasty about it", slammed my credit card on the desk, slammed the receipt down on the desk and said "sign here" all the while with a dirty look at me. I complained to headquarters about it and they assured me that they would get back with me. After 3 days I followed up and their headquarters said that the Hotel had issued an apology to me. They lied, nobody apologized. I demanded my money back and they said they will send me a check. If you check their online reservations, they even ask if you have a service animal. This is so they can put you in a special room, a clear violation of ADA rules.

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I am sorry to hear that there are hotels associated with the Hilton brands that would not have the appropriate knowledge of the duties or service dogs and the laws that service dogs can go anywhere that their owners need to be. I am a front office manager at a Homewood Suites, and I can assure that your story is embarrassing to all hotel brands. I have very detailed and lengthy talks with the entire hotel staff about service dogs being the exception to any of the "pet policies" due to the fact that even though they are pets when off duty, they are there to do a job and can't be treated as the everyday pets that we accept. Please note that most of the Hilton hotel brands would never have treated you or your hard working dog this way and don't want you to turn your back on Hilton hotels due to one "stupid and ignorant" hotel.