Quality Inn

The Quality Suites in Moab received this complaint-assigned ID on the 6th of June. The complaint was not valid at this address, because the guest did not stay at this property. They stayed at the Quality INN not the SUITES.Furthermore, the complaint is not a valid complaint, because the guests' parents did sign the registration at the Quality Inn, and plainly on the guest registration it states in BOLD type that "PETS ARE NOT TO BE LEFT IN ROOM ALONE" and then it goes on to state, 'or be allowed to disturb other guests. Room service cannot be performed with pet in room. Hotel is authorized to remove PET at guests' expense." The issue the guest brings up is that they neglected to initial at the pet agreement. They did sign the entire document, and the failure to initial does not negate the pet agreement clause. The guests obviously knew that they had a pet.The dog in that room began barking around 2pm, and since it did not violate a noise ordinance which begins at 10 pm, we assumed the guests had gone to eat and would return shortly. When the dog had been barking for about an hour, and we began to receive complaints from guests surrounding the room, we called the number the guest had provided. There was no answer. Several calls were made to this number, with no answer. An attempt was made to try to talk to the dog thru the door to calm the animal, and that did not work. Finally, around 4 pm, we called Animal Control to have the dog taken. It's the last step we like to do, as it's traumatic for the animal. Animal control came and removed the dog. It was confined to a kennel, and had soiled the kennel several times, with feces rolling out of the kennel as it was taken out, making the hallway and lobby smell. I later received another complaint filed from another guest about the code enforcement officer being there to remove the dog and the feces smell in the hallways. The barking caused other guests to refuse to check into that area. It was the night of a protest planned in Moab for the Black Lives Matter Movement, which began at 5 pm. We planned on being there at 6, and had to postpone going because the guest arrived, and was upset that the dog was taken. The timeline the hotel uses to determine when the dog began barking is as follows; We have a shift change at 3pm. The clerk leaving at 3pm had already made repeated calls with no answer. She estimates that it was around one hour before she left that the barking began to be a problem. The clerk who came on at 3 was the clerk who finally got the Animal control to come. Removing a barking dog was not high on the police priority that night, because of the planned protest taking up most of their manpower. We estimate that the animal control came around 4:15 to 4:25 pm to get the dog. The guest arrived at the hotel after the protest had begun. Hence, we estimate that the dog had been barking for several hours.When the guest arrived, and was upset, she told us that her dog had 'severe separation anxiety'. Surely, a dog with an issue like this, should not be left in a strange place by the owner. When the guest asked about why they got no phone calls, we relayed the number that we had been given upon check in. She replied that it was not her number, not the number she had given at check in. It turns out that it was her grandmothers' telephone number. The hotel would have had NO way of knowing what her grandmothers telephone number was, unless we were given this number by the guest. With three adults in the room, we have no way of knowing who gave information to the desk clerk, or if possibly a loyalty program was used by the guests. With that program, guest information is overridden and overwritten when the loyalty information is entered. Perhaps this was the case, and the grandmothers phone number was the default information on the loyalty program. In any case, the hotel had a number that would not have been possible for the hotel to have without being supplied that information by one of the guests. The hotel did everything within our power to mitigate this problem, but with the information we had, could have done nothing more. Bottom line, our policy is that we are pet friendly, but we are not a boarding facility, and the guest registration plainly states the pet policy. It is incumbent upon the signer of the document to read the document, and if they do not agree with the document-or with the terms-that's the time to make an objection. Our policy is that pets are NOT to be left alone in the room. Not for 5 minutes. Certainly not for several hours. There are several dining places in Moab that welcome pets in outside seating, and guest could easily have found those places with a quick internet search. There was no need to leave her pet alone.In conclusion-the pet fee that the guest is requesting was already taken off of their bill, and the guest was informed of this when she made a complaint directed on our website. We do not feel that any further compensation is due to these guests, as they had full value for their stay, and any inconvenience was caused by their own negligence of their pet, and flouting of the policy of the hotel. Hotel apologized over and over for the trauma done to the daughter of the guest-(she is the pet owner). The registered guest was her father, and he said he understood why we had to have the dog taken out. I have the documentation of the complaint filed by their fellow guest about the barking dog and the smell in the hallways as a result of the dog going out, and can supply that to the Revdex.com if that is needed.