Traveling with a service dog should be simple. After all, under the Americans with Disabilities Act (ADA), people with disabilities have the right to be accompanied by their trained service dogs in almost all public places, including hotels and motels.
But as our lead trainer Michele Forto recently experienced while traveling through Juneau, Alaska, not every lodging clerk understands these laws. She was checking into a motel before delivering a service dog to a client in Skagway when the desk clerk refused to recognize the dog as more than a “pet.” Even when Michele pointed out that the property’s website advertised itself as “pet-friendly,” the clerk replied: “Not anymore.”
This type of misunderstanding is not just inconvenient, it’s a violation of federal law. Here’s what every service dog handler (and every hotel manager) needs to know.
The Difference Between Pets and Service Dogs
The first and most important point: service dogs are not pets.
A pet is an animal kept for companionship. Hotels may set their own policies around pets, allowing them, charging fees, or banning them entirely.
A service dog, by contrast, is trained to perform specific tasks for a person with a disability. That makes them a legally protected medical aid, not a pet.
Whether a hotel is “pet friendly” or “no pets allowed” has no bearing on its legal obligation to accommodate service dogs.
ADA Rules for Hotels and Motels
The ADA lays out very specific guidelines that apply to all lodging businesses, from luxury resorts to budget motels:
Service dogs must be allowed in all areas open to guests, including lobbies, dining rooms, fitness centers, and guest rooms.
No fees may be charged. Hotels cannot apply pet deposits, cleaning fees, or surcharges to service dog handlers.
No documentation is required. Guests are not obligated to show certification, special ID tags, or vests.
Two questions only: Staff may ask (a) if the dog is required because of a disability and (b) what tasks the dog has been trained to perform. They may not ask about the person’s disability.
Equal access guaranteed. Guests with service dogs cannot be assigned inferior rooms or restricted to certain “pet floors.”
Common Misconceptions Hotels Have
Despite the clarity of the ADA, hotel clerks and managers sometimes misunderstand. Here are the most common mistakes we hear about from clients at Alaska Dog Works:
Confusing service dogs with emotional support animals (ESAs). ESAs are not covered under the ADA and may be refused at hotels. Service dogs, however, are protected.
Assuming cleaning costs apply. Normal shedding and dander are not grounds for extra charges. Damage caused by a service dog may be billed, but only if the same would apply to any guest.
Asking for proof. There is no federal registry or ID card for service dogs. Any request for paperwork is unnecessary.
Restricting access. A handler cannot be told to enter through a side door, stay in a “pet wing,” or avoid common areas.
What to Do if You Face Denial at a Hotel
If you are traveling with a service dog and a hotel clerk denies or hassles you, here are steps you can take:
Stay calm and polite. Often, the issue is lack of training, not hostility.
State your rights. Remind the clerk that under the ADA, service dogs must be allowed regardless of pet policy.
Answer the two permissible questions. Clearly explain the dog is a service animal trained to perform specific tasks.
Escalate if necessary. Ask to speak to a manager or general manager if the clerk persists.
Document the incident. Note the date, names of staff, and take photos if possible.
File a complaint. You can report ADA violations to the U.S. Department of Justice or file through corporate lodging chains if applicable.
Preparing Service Dog Teams for Lodging Scenarios
At Alaska Dog Works, we don’t just train dogs for tasks, we prepare our handler teams for the realities of travel. That includes:
Hotel training: Practicing check-ins, lobby behavior, elevator rides, and dining areas.
Handler education: Teaching clients how to assert their rights calmly and effectively.
Support network: Offering lifetime guidance so if a handler faces a problem, they know they’re not alone.
Michele’s encounter in Juneau reinforces why this preparation matters. A handler traveling solo could have been left stranded, frustrated, or even forced to pay out-of-pocket for another hotel.
Why Hotels Should Care
For hotels and motels, compliance is not just about avoiding lawsuits. It’s about:
Customer trust. Guests who feel respected and welcomed are more likely to return and leave positive reviews.
Brand reputation. A single viral social media post about denying a service dog can harm a business’s image.
Inclusivity. Providing equal access sends a message of compassion and professionalism.
With more than 500,000 service dogs estimated in the United States, hotels that embrace accessibility will serve a growing base of loyal travelers.
Alaska-Specific Challenges
In Alaska, service dog accessibility in lodging is especially important. Unlike urban areas with endless options, many towns, like Juneau or Skagway, may have only a handful of motels. A denial in these areas can leave a traveler with no viable alternative.
That makes compliance even more critical. Every hotel, lodge, and bed-and-breakfast must ensure staff are trained and ready to welcome service dog handlers.
Service Dogs Deserve Equal Access
Service dogs are not a luxury, they are a lifeline. Denying them entry to hotels or motels denies their handlers independence, safety, and dignity.
At Alaska Dog Works, we’ll keep preparing our service dog teams for the real world, and we’ll keep advocating for better business education. If every hotel clerk in Alaska understood ADA law, we could prevent the kinds of unnecessary conflicts Michele experienced in Juneau.
Until then, our mission remains the same: train the best service dogs, coach the most confident handlers, and help build a more accessible Alaska.
Call to Action
Are you or a loved one considering a service dog? Let Alaska Dog Works guide you. With over 20 years of experience, we are the premier service dog trainers in Alaska, helping clients navigate travel, daily life, and everything in between.
Call 206-752-DOGS or visit AlaskaDogWorks.com today to schedule your strategy call.
Because accessibility isn’t optional, it’s a right.
We offer a FREE Strategy Call.
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