Service Animal Policy
1. Service Animals Welcome, Pets Not Allowed
The hotel maintains a no pets policy. However, ADA-defined service animals are permitted in all areas accessible to guests, including guest rooms and public lobbies. They cannot be restricted to pet‑friendly or designated floors only (California Hotel & Lodging Association).
2. Definition and Scope
A service animal is defined as a dog (or in limited cases, a miniature horse) that has been individually trained to perform specific tasks or work directly related to the person’s disability. Emotional support animals (ESAs), comfort animals, or therapy pets do not qualify under ADA or California protections.
3. Inquiry Guidelines
Staff may ask only two questions when it’s not obvious what task the animal performs:
“Is the dog a service animal required because of a disability?”
“What task or work has the dog been trained to perform?”
Prohibited inquiries include requests for proof of disability, medical documentation, registration or certification for the dog, or requiring the dog to perform a task on demand (ADA.gov).
4. Behavior, Control, and Removal
The service animal must be under control, such as via leash, harness, or tether—except when such restraint interferes with the animal’s safe and effective performance of tasks; in those cases, the handler must maintain control via voice, signals, or other effective means (ADA.gov).
The animal may be asked to leave if it is out of control, not housebroken, or poses a direct threat to others or property (ADA.gov). Staff will then offer to continue providing the guest’s services without the animal present where reasonable.
5. Fees, Deposits, and Discrimination
The hotel will NOT charge extra fees or deposits for service animals. However, the guest remains responsible for any damage the animal might cause (California Hotel & Lodging Association).
The hotel does treat guests with service animals with the same respect and access afforded to other guests. Discriminatory actions, such as isolating the guest or refusing service, are illegal under both ADA and California’s Unruh Civil Rights Act (Animal Law).
6. Legal Penalties for Misrepresentation
In California, misrepresenting a pet as a service animal is a misdemeanor, punishable by up to 6 months in jail and/or a fine up to $1,000 (Disability Rights California).
7. Staff Conduct and Guidance
Staff will/ do not pet, feed, distract, or touch a service animal without permission—it is a working animal (California Hotel & Lodging Association).
8. At Check-In
All guests who have a service animal will be asked to fill out the form here (click here).
Service Animal Policy (Compliant with ADA & California Law)
This lodging establishment does not permit pets on the premises. However, in accordance with the Americans with Disabilities Act (ADA) and applicable California laws, service animals are welcome in all guest areas. This policy outlines the rights of individuals with service animals and the obligations of businesses under federal and state law.
1. What Qualifies as a Service Animal
Under the ADA:
A service animal is defined as a dog (or in limited cases, a miniature horse) that is individually trained to perform specific tasks or do work for an individual with a disability.
The tasks must be directly related to the person's disability. Examples include guiding a person who is blind, alerting a person who is deaf, pulling a wheelchair, retrieving dropped items, or alerting and assisting a person during a seizure.
Emotional support animals, comfort animals, therapy animals, or pets are not considered service animals under the ADA, even with documentation.
Under California law:
In addition to the ADA protections, service dogs in training are protected and must be granted public access if they are properly identified.
Emotional support animals may have limited protections only in long-term housing situations (e.g., a stay over 30 days, establishing a landlord-tenant relationship), but they are not protected under public accommodation laws for transient lodging.
2. Questions Staff May Ask
When it is not obvious that a dog is a service animal, staff are legally permitted to ask only two questions:
Is the dog a service animal required because of a disability?
What task or work has the dog been trained to perform?
Staff may not:
Require documentation or certification.
Request that the animal perform the task.
Ask about the nature or extent of the guest’s disability.
Require the animal to wear a vest, ID tag, or special harness (although some may choose to use them).
3. Control & Behavior Expectations
The service animal must be under the handler’s control at all times. It must be harnessed, leashed, or tethered unless these devices interfere with the service animal’s work or the individual’s disability prevents their use. In such cases, the individual must maintain control through voice, signal, or other effective means.
The service animal must be housebroken and well-behaved.
Service animals may not bark excessively, jump on other guests, or disrupt hotel operations.
4. When a Service Animal May Be Excluded
A service animal may be asked to leave the premises if:
It is out of control and the handler does not take effective action.
It is not housebroken.
It poses a direct threat to the health or safety of others (based on actual behavior, not breed or assumptions).
Its presence would fundamentally alter the nature of a service or operation (very rare and situational, e.g., inside certain zoo enclosures).
If a service animal is removed for one of the above reasons, the guest must still be offered the opportunity to remain and receive services without the animal.
5. Access to Rooms and Facilities
Guests with service animals must be allowed to reserve any available room, not just designated pet-friendly rooms.
Service animals are allowed in all areas open to other guests, including dining areas, lounges, and lobbies, unless the animal’s presence poses a clear health or safety risk under applicable law.
Service animals are not allowed in swimming pools, as prohibited by health regulations, but they may be present on pool decks and surrounding areas.
6. Fees, Deposits, and Damage
No additional pet fees, cleaning fees, or deposits may be charged for a service animal.
If the service animal causes damage to property, the guest may be charged the same fees for cleaning or repairs as would be charged to other guests.
7. California-Specific Rules
In California:
Service dogs in training must be admitted to the premises if they wear proper identification tags issued by a government agency.
Denying access to a qualified service animal may result in violations of:
The Unruh Civil Rights Act
The Disabled Persons Act
California Penal Code §365.5 (which can include criminal misdemeanor penalties)
Falsely claiming a pet as a service animal is illegal under California Health & Safety Code §122317–122319.5 and can result in fines or criminal penalties.
8. Guest Responsibilities
The guest is responsible for the care, supervision, and control of their service animal at all times.
The service animal must not be left unattended in the guest room, even briefly.
Guests must clean up after their animals and may be charged for damage or excessive cleaning caused by the animal.
9. Staff Conduct
Staff must treat guests with service animals with the same dignity and respect as all other guests.
Staff may not pet, feed, distract, or interact with the service animal.
Staff should not isolate, segregate, or deny access based on the presence of a service animal.
10. Reminder on Legal Liability
Lodging operators who unlawfully deny access to service animals may be subject to federal and state lawsuits, including:
ADA violations (federal civil rights claim)
Minimum statutory damages of $4,000+ per incident under California law
Legal fees and reputational damage
11. Important Legal Sources
Americans with Disabilities Act (ADA) – Title III
California Civil Code §§ 54.1 – 54.3
California Penal Code §365.5
California Health & Safety Code §§ 122317 – 122319.5
U.S. DOJ ADA Service Animal FAQ (2015)
California Hotel & Lodging Association Guidelines (2023)
Want to learn more?
Watch this helpful video: "We Welcome Service Animals". It clearly explains your legal obligations—under both federal ADA standards and California law—regarding service animal access and guest rights.