Hotel Stripped of Franchise After Turning Away Family With Service Dog for Epileptic Boy (Video)

[doxydad]

Ever since the Americans With Disabilities Act was passed in 1990, most businesses have complied with little complaint. Sure, there are a few who still groan about it but, by and large, businesses have been pretty good about making sure disabled customers have access. But, as always, there are the stragglers…

The Vaughn family from North Carolina found one of the them in Baton Rouge, Louisiana. One of the Best Western hotels in that city refused to allow the family to stay for one night because they had a dog with them. They were told that the hotel was “not pet-friendly.” But Chip is not just any pet: he is a service dog for the family’s 13-year-old son, Beau. The boy has a rare type of epilepsy and Chip alerts the family when Beau is going to have a seizure. Like any service animal, Chip is allowed anywhere that Beau goes: school, restaurants and, yes, hotels.

http://aattp.org/hotel-stripped-of-franchise-after-turning-away-family-with-service-dog-for-epileptic-boy-video/

REALLY?

[csziggy]

1. Best Western are franchises

The national company does NOT enforce any rules on their franchises.

"Unlike other chains, which are often a mix of company-owned and franchised units, each Best Western hotel is an independently owned and operated franchise. Best Western does not offer franchises in the traditional sense where both the franchisee and franchisor are operating for profit. Instead, Best Western operates as a nonprofit membership association, with each franchisee acting and voting as a member of the association in the manner of a marketing co-operative." http://en.wikipedia.org/wiki/Best_Western

This means that the local hotels make their own policies, do their own training, and get no guidance from the national organization. So if the local owners and management are ignorant, there is no one other than their guests to educate them.

[PSPS]

2. The national company does control the use of its name.

[csziggy]

7. But the actions of the franchise have to be egregious

Before the national company will jerk their license.

I went through this with a Comfort Inn - same deal, local franchise performed bad acts, national corp. just washed their hands of the whole situation. I did get the Comfort Inn in question removed from the AAA hotel listings since I had made the dishonored reservations through AAA.

[backscatter712]

16. In the case in the OP, it looks like they just did.

Best Western didn't want to have their reputation sullied by this, so they yanked the franchise license.

[Gormy Cuss]

3. The owners have an obligation to know the law regarding the ADA and service animals.

Being ignorant is no excuse in business.

[csziggy]

8. True, but the national corporation takes no responsibility

For educating the local franchise or for enforcing their compliance with any law whether local, state, or federal.

[rpannier]

10. The Statement from Best Western

Best Western International requires each independently owned and operated hotel to comply with all federal, state and local laws and standards, including the Americans with Disabilities Act (the “ADA”). We provide extensive training to ensure our hotels understand and address the needs of guests with special needs. When this matter came to our attention, we immediately provided direction to the hotel and a reservation was offered to the family. We deeply regret the matter and we will continue to proactively communicate ADA requirements and training to Best Western branded hotels to ensure all guests are treated with the utmost dignity and respect.

Further, we have restricted the hotel on our reservations systems and we have required the hotel to stop representing itself as a Best Western branded hotel (cover or remove all Best Western signs and logos) until its representatives attend a hearing at our corporate headquarters at which their future association with Best Western will be decided.

[csziggy]

12. At least they seem to be better at CYA than Comfort Inn!

Or maybe it's that this case got press while mine didn't.

[rocktivity]

4. "Mrs. Vaughn — who is an attorney for special needs children..."

Ruh-roh...if you pardon the expression!


rocktivity

[Thinkingabout]

5. Having traveled with pets I investigate whether they accept pets while making reservations.

[Jenoch]

6. The dog in question is not a pet.

[Dustlawyer]

9. My step-daughter has a service dog and I can tell you the level of ignorance of the ADA rules

is astounding. We have been initially refused at all kinds of places until we tell them that they cannot refuse us based on the dog being a service dog. We have had people ask us what her medical condition is, dirty looks and comments from other patrons which in turn puts pressure on the establishment to deny us. It is hard to maintain composure when it happens so often. It is not our desire to cause problems and we are not looking for lawsuits (could have several times). We just try to be patient and educate them on what they should already know.

[TNNurse]

11. Ignorance is rampant

Every where you go...

Service animals do need some sort of ID, but otherwise people should know better. People working with the public should have the education and training to do their jobs.

[csziggy]

13. And it doesn't help when people claim their pets are service animals

I have a female relative who has claimed her yappy little pets are service dogs. They are not - they are completely untrained and uncontrolled. She's actually put more than one of her pets to sleep because they were biters but she continually carries them with her everywhere, makes a scene if they are not allowed in places that prohibit pets - and worst of all damages the reputation of legitimate service animals as she goes.

For the protection of legitimate service animals, they should have some ID. And idiots like my relative should have penalties for trying to falsely claim that status - equivalent to parking in a handicapped spot without the proper permits!

[Gore1FL]

14. Even if they aren't

It's nearly halfway through 2014 and we all have access to Google. If a customer comes in with such a situation, it would have taken 5 minutes or less worth of research to figure it out.

[progressoid]

15. All the BWs around here are pet friendly.