Gorgeous, luxury hotel - pet policy misleading... Posted 5-Aug-2015
Stayed in the bungalows for our anniversary. We loved it and we can't wait to go back. The only complaint I had was that I wish they had been more honest about their pet policy. They are pet friendly. You can bring any dog - no weight limit, no added charge. I called ahead to say we were bringing our dog and they said we'd be asked to sign a waiver saying we're responsible for any damages to the room - that's reasonable. Well, when we checked in, the waiver actually said we agreed to not leave the dog unattended for any amount of time in the room. It also said that dogs were not allowed at any place around the hotel that served food (including the Fig restaurant, the Lobby Lounge, and the pool area). After one night, we realized we'd be stuck in our room for the entire trip since our dog can't stay in the room alone and can't be anywhere in the hotel either, so we decided to take 2 hours out of our trip to drive her home and frantically try to find a pet sitter. We get back to the hotel and we see at least 5 dogs eating with their owners at the outdoor seating area by the Lobby Lounge and by the pool. We immediately talked to someone at the front desk to explain our confusion and they said, "we don't have a policy like that" so we made them pull out their pet policy and read it and they said "oh, well we don't enforce this at all". Well, that woulda been nice to know before we drove our dog home. We WILL be back (with our dog) because we absolutely LOVED this hotel.
Comment from Hotel Management
22-Aug-2015 by Stephanie B., Hotel Management
Madison, Thank you so much for taking the time to post. I am so glad that you loved your stay, but sincerely apologize for the very clear miscommunication regarding our pet policy. To clarify, your pet is always welcome to dine with us on the patios, so they can hang out at the Lobby Lounge by our koi pond while you try out our infamous Fish Tacos! We do not advise dogs being left unattended in the room solely for the purpose of ensuring our other guests are not disturbed in the event your pet misses you and starts to get restless and bark. Should this event occur, we normally have our Risk Management team remove the dog from the room and watch him until you get back. I hope this clarifies and I can't wait for you and your pooch to visit us again! Kind regards, Stephanie Berman Guest Services Manager