I didn´t have my money back yet
I made a reservation on may 7th to stay in this hotel with my family, but the reception didn´t accept us because I was with my service dog. so, I made an extra reservation in another hotel, and the re... more
I made a reservation on may 7th to stay in this hotel with my family, but the reception didn´t accept us because I was with my service dog. so, I made an extra reservation in another hotel, and the receptionist told us that the cancelation was in progress with the expedia umbrella and my money was refunded, but until today I didn´t see my money. I sent lots of e-mail to the hotel and hotels.com, but I didn´t have any answer. It´s a disrespect with the guest. I never imagine this situation with this hotel group. less
Tommy M, Manager at Best Western Plus Siesta Key Gateway, responded to this review
This hotel does not accept emotional support animals nor does it accept pets. Per the ADA, emotional support animals are not considered service animals because emotional support animals do not have the same amount of training that a service animal is required to have. Per my investigation into this situation, you informed the front desk staff that you had an emotional support animal which is not subject to the same regulations and protections that ADA law provides for service animals. In regards to your concerns about your third party reservation. We cancelled your reservation at no cost to you. Any refund that you were due is under the purvue the third party you purchased your room from. Essentially every financial institution has additional processing time the hotel or third party transmits the refund request. I encourage you to contact the hotel directly prior to your arrival date and asking about their policies on emotional support animals and pets. I apologize for your experience.