Microtel Inn & Suites by Wyndham Georgetown Lake — Hotel in Georgetown

I am writing to express my extreme dissatisfaction and to file a formal complaint regarding the unprofessional and discriminatory behavior of one of your staff members, Kerry, during my recent stay.

I checked into your hotel with my service dog, who is trained to help manage my severe anxiety by separating me from the crowds. This is an essential task for me, as it helps prevent overwhelming situations that trigger my anxiety. However, when I arrived at the front desk, Kerry displayed an alarming lack of knowledge about ADA policies regarding service animals and behaved in an extremely rude and condescending manner.

While it is permissible to ask whether my dog is a service animal required because of a disability, Kerry asked inappropriate and legally prohibited follow-up questions. Specifically:

After asking what task my dog performs, I explained that my dog helps separate me from the crowds. Kerry incorrectly labeled this as “traffic control” and declared it insufficient for ADA service animal status. I never used the term “traffic control,” yet Kerry twisted my words and dismissed my dog’s task. She then escalated the situation by asking me about the nature of my disability, which is a direct violation of the Americans with Disabilities Act (ADA). Asking about the nature of a person’s disability is against federal law. Under the ADA, businesses may only ask: • Is the dog a service animal required because of a disability? • What task or work has the dog been trained to perform?

Any inquiries about my medical condition, the specifics of my disability, or a demand for proof or documentation are prohibited.

After agreeing to allow me to check in with my service dog, Kerry abruptly changed her mind and insisted on charging me a pet fee of $40 when I pointed out that she was not allowed to ask about my disability. This is unacceptable. Under ADA regulations, service dogs are not considered pets, and no additional fees should apply.

Furthermore, Kerry inappropriately questioned why my service dog was not with me at the time of check-in, implying that my dog must be with me 24/7. Again, this shows her lack of knowledge about ADA guidelines. A service dog does not need to be with the handler 24/7 and, like any other animal, requires rest, especially after an exhausting day. I had hiked with my dog earlier that day, and he needed a break at that time.

Finally, when I felt too offended and uncomfortable to stay at your hotel and attempted to cancel my reservation, I was told it was too late to do so because I had booked through a third-party service (Delta). Had I known about Kerry’s treatment beforehand, I would never have stayed at this hotel.

I am appalled by this treatment and believe it reflects a deep lack of training and sensitivity on the part of your staff. It is imperative that your team, especially those interacting with the public, be educated about ADA regulations, service animals, and appropriate behavior towards individuals with disabilities. Kerry’s behavior was both discriminatory and deeply offensive, and I strongly urge you to take corrective action.

I will never return to this property, and I do not recommend that anyone else who requires the use of a service animal consider staying here. I hope that Wyndham takes this complaint seriously and addresses these issues appropriately.

I expect a response to this complaint and hope that necessary steps will be taken to prevent this from happening to others...

The Lakeview is blocked by the restaurant behind the hotel. This is extremely disappointing since you can request a Lakeview room on their website when booking. The rooms are tiny and beds are likely only full-sized. Despite allowing dogs, they are not dog friendly as you must walk behind the restaurant to the lake to find some grassy areas. They also were rude at check-in, asking if we had called about our dog, even though there is nothing that states this on their website. It seemed the dog rooms were down one side of the first floor by an exit. Which was convenient, but also by other rooms (water heater and hotel laundry) that had doors opening and closing frequently. We were constantly hearing doors slamming late at night and very early in the morning. We could hear TVs through the wall. They offer mini fridges (no freezer section) and microwaves but that's about it for amenities. No guest laundry or workout room. The pool area is small and only open until 9 pm, so not a great option if you want to relax in the hot tub in the late evening. The pool room had no towels when we went, despite asking at the desk and being told that's where they were located. The outlets are all set to reset every few hours, including the one with the clock plugged into it. So the clock returns to 1200 frequently, and during the night there is clicking and lights flickering from the power resetting. The temperature control also resets with the power so it's pointless to try to set it to your preference. There is only one outlet with constant power under the TV, so we had to plug in our cell phones to one single plug there. During the late evening and overnight, our cell phone service became blocked. Our cell provider has wifi calling and texts and we didn't even have the ability to do that. Luckily we didn't require our cell service when they were blocking it. There is a complimentary breakfast from only 6-9 am, but it was very basic and carb heavy. The protein offered was either a microwavable croissant sausage sandwich or burrito (and the croissant was only on Sunday). They have a pancake machine that was interesting for a kid to watch, but made two undercooked mini pancakes. They had orange juice and coffee for drinks. It would have been nice to have something more substantial available. There was also not enough room for people to move around to get food, especially on Sunday morning, nor was there enough seating. There were signs in the room notifying that they only clean once every 3 days and requested you reuse towels and linens to be energy efficient, and we did have enough towels for our 2 night stay. This hotel lived up to its name of being micro, and it is extremely basic. At least it was close enough to where we needed to be, however, I would not recommend it and we...

Was so excited to stay at this hotel, because of its location. They also state they are dog friendly. Upon checking in I stood in line waiting and was ignored and another man was welcomed in. The attendant was unaware that I was waiting. Upon checking in was informed that dogs were $40 each. We were traveling with two dogs. As we walked to our room heard a dog barking excessively across from our room. Didn’t bother us because it’s a hotel that is dog friendly. We went to the restaurant next door for an hour and left the dogs. When returning back to the hotel the attendant/manager rushed to follow us to our room to inform us that our dogs were barking except and that if it continued she would ask us to leave. It was 10pm, and we returned to our room and at every sound our dogs barked. We were afraid that we would be kicked out in the middle of the night and didn’t want to be charged $250 for our dogs barking. We decided that it would be best that we leave. I approached the desk while my partner sat down away from the desk. I informed the representative that informed me that I would be kicked out from the hotel that I was leaving due to the circumstances. She said well it’s your choice to leave. I informed her that it wasn’t, that she basically had threaten us to leave. I asked her if my fee could be waived since we had only stayed a few hours. She was not sympathetic at all and started to raise her voice. I told her that it wasn’t fair, she stated how her dog doesn’t bark and was on premises. Then the other concierge also said my dogs doesn’t bark at all. I didn’t understand the need to inform me that their dogs don’t bark. I asked for the managers name and they refused to give it to me. Another man came out and started shouting at me and said that he was going to call the sheriff on me because I was being aggressive. I was just speaking and didn’t understand how I was being aggressive. The man stares at my partner who was sitting down far away and statues that he too was being aggressive. There was no aggression there at all. Everyone was calm. He kept shouting and at that point we decided it was best to just leave. I will never return here and I’m insanely disappointed at the behavior of the people in this hotel. It was a lack of empathy and unprofessionalism. Unfortunately it is 2023 and we still have to deal with prejudices. It’s truly sad. I hope that a corporate manager can contact me regarding this issue, because this issue needs to be addressed and employees need to be reprimanded for...