On July 8th around 8pm I called 480-671-6000 for reservation concerns. I spoke with a young lady. I explained that I am currently attending school to obtain my Master’s degree and it was imperative for me to have access to wi fi. I was told there would not be any problem at all with early check in and what time would I like to be there. We agreed on the time and I confirmed again that if this was any sort of problem I would stay home and complete my work prior to coming to the hotel. She told me no, it was not a problem at all. I then explained we had a small service dog and that I had put this in on my reservation, but wanted to make sure they were aware. Again, I was told no problem. She further told me she would place a note on the account so that others would be aware. When I arrived at the agreed upon time, I was told it would cost an additional $45.00 cost for early check in. I was taken back at this additional fee. I explained I had had a very detailed conversation with the staff and this was never brought up to me. She told me she had not choice and did not know who told me that. I paid the money, but do not feel it was appropriate due to the fact I had told the staff I would stay home to complete my work if it was needed. Furthermore, I explained I was writing a formal complaint about this issue and I wanted to know who to contact. The employee was not very helpful with this information and told me to take one of the cards. However, the card did not have a contact name. Additionally, I was told that my service dog had to be contained in our room due to allergy concerns. I would like to like to include Arizona state law: A. Any person or entity that operates a public place shall not discriminate against individuals with disabilities who use service animals if the work or tasks performed by the service animal are directly related to the individual's disability. Work or tasks include assisting individuals who are blind or have low vision with navigation and other tasks, alerting individuals who are deaf or hard of hearing to the presence of people or sounds, providing nonviolent protection or rescue work, pulling a wheelchair, assisting an individual during a seizure, alerting individuals to the presence of allergens, retrieving items such as medicine or the telephone, providing physical support and assistance with balance and stability to individuals with mobility disabilities and helping individuals with psychiatric and neurological disabilities by preventing or interrupting impulsive or destructive behaviors. The crime deterrent effects of an animal's presence and the provision of emotional support, well-being, comfort or companionship do not constitute work or tasks. less
GoldCanyonINN, Front Office Manager at BEST WESTERN Gold Canyon Inn & Suites, responded to this review
Thank you Z225GRlisaf for your response regarding your stay with us.
We apologize for the misunderstandings that took place.
It is stated in several locations that our check in policy is at 3 pm and generally speaking we are able to honor an early check in but not as early as 9 am. Since our check out is at 11 am many rooms may not be ready prior to that time. Hence if a room is available for an early check in, a nominal charge applies.
As far a service animal goes we are fully aware of the ADA regulations and understand completely the animal has to remain with you at all times and is allowed to go with you anywhere you go.
We hope that you will give us another opportunity to serve you in the future.