Complaint: Restrictive service

on 02 May 2021 about Sheraton in category Hotels / Motels

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My complaint:

My wife and I traveled to Puerto Vallarta to get therapy at Dream Body Clinic. We stayed at the Sheraton Buganville in Puerto Vallarta. It was one of the only so called pet friendly hotels we found as we have a certified ADA service dog (for my disabled wife)who is a highly trained Belgian Malinois. The hotel manager restricted us to only one area outside service for the entire stay making our stay there an unpleasant one where as there were several restaurants to choose from but we were not allowed to have our service dog inside any restaurant on the property. In the United States our service dog was welcome in 5 star restaurants and we never had an issue with his behavior. Due to the fact that management was hostile towards our service dog we took dinners in our room and were charged a service charge to bring them up. We paid for an all inclusive service and basically got kicked aside by the management. At times the dining room manager indicated that there would be no take out service and I got in his and her face describing the abortive behavior that we were forced to endure while we stayed at the hotel. It was an most hostile environment until I got into peoples faces and demanded proper respect and service for my wife and I. aside from the badly implemented policies on Service animals and disabled persons, we were extremely displeased with the management. All the staff however were extremely nice to us regarding our position and did what they could to ease the discomfort put on us by the management.

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Justified complaint?

Suggested solution:

The hotel management should be educated to understand that people with disabilities and service animals that accompany them are no less a person than anyone else. There should be no restrictions on restaurant use, especially when paying an all inclusive price tag for said services. An apology by the hotel management would be nice but I'm not holding my breath waiting for one.

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