Pets Can Stay Pet-Friendly Travel Services

Letter to the Editor - March 2006

Dear Pets Can Stay,

I've just "stumbled" across your site and I'm pleased to see that you're offering this kind of service.  I really could have used this kind of service 3 years ago when I did a road trip across North America with my 2 Standard Poodles!! 

I'm noticing a disappointing trend however and I'd like to share this with you.  It was a lot less expensive to travel with pets then, and once I figured out which hotel/motel chains were reasonable it wasn't difficult to find places to stay across the continent.  Now, it doesn't seem like there's been a huge increase in options and it's become quite expensive.  I understand that businesses need to make money and I agree that there should be a user charge for the privilege of travelling with your pets, but there are some things that are unreasonable.

It seems like hotels, B&B's, etc are starting to take advantage of customers travelling with pets.  There seems to be more of the "per evening" charge trend.  It seems to me that the cleaning that happens after 1 evening should be the same as after 5 evenings.  As well a charge for a second pet should not impact how the room is cleaned after a stay.  The thing that also bothers me about this fee is that we tend to be placed in a "smoking room" yet smokers aren't charged for the cleaning fee that pet owners are (and I've been told that it's the same kind of cleaning process that takes place).

The offer of "welcome packs" (which we sometimes can't decline and are sometimes included in the pet price) includes items which most pet owners would not travel without (bowls, food and favourite toys for example).

As well, it seems that all of the prices & policies are based on the worst case scenario.  Not all dogs misbehave, chew and howl when left on their own (even in strange places); nor do they all shed and slobber.  Most dogs are used to being left on their own during the day or when their humans go out for an evening; and our homes are usually left intact when we return.  When travelling during the summer heat, it's critical that we can leave our pets in a safe location and being with us or in our vehicles....this could be dangerous for pets.  I've noticed a few establishments recognize this when they ask for a refundable deposit; however they're in the minority.

And finally (apologies for going on and on.....) a medium size dog does not always max out at 50 pounds.  I can use mine as an example....Standard Poodles....both female.....considered medium size (20 to 23 inches at the shoulder)....one weighs 47 pounds (slight but normal)....one weighs 63 pounds (skinny but my big-boned-barrel-chested-gal!!)  I'm not sure how establishments can deal with this, but we all know that height and weight are independent of each other (even for humans.....).

I would really appreciate it if companies like yours set up a rating system that would include the "cadillac" version of dog services, "best deal" version of services and other categories.  This may start compelling the hotels, etc. to start competing with one another once they're being compared and to stop being unreasonable with their surcharges.  It's one thing to tap into the market of pet owners who travel with their pets....it's another to exploit this.  This kind of service would enhance your site for people like me who would like to find the best good deal when travelling.

Anyhow....just a couple of thoughts.  I really appreciate the service you're providing and appreciate the consideration you may give to me concerns.

Thank-you,

Doreen

Editor's Reply:

Hello Doreen,

Thank you very much for your your feedback regarding the hospitality industry’s stance towards travellers with pets. Regarding pet guest fees, “per evening” charges are certainly the most popular option for North American lodging establishments. A modest “per evening” fee often reflects additional cleaning procedures required for the room (which in the majority of establishments are done on a daily basis), as well as the additional “wear-and-tear” that increased occupancy bears – many establishments feel that just as they charge an additional fee for an extra person in the room, the same should apply to a pet. Many properties are quite cautious when it comes to accepting guests with pets (due to concerns over cleaning, allergies, potential damage, etc.), so our recommendation is generally a modest per night or per stay fee, accompanied by a refundable damage deposit to cover off against potential issues. In our opinion this generally works well for all involved.

Regarding smoking rooms for pet owners, this has always been a big topic of concern for us too. So much so in fact, that a hotel MUST set aside some non-smoking rooms for guests with pets, in order to be certified in our program (see http://www.petscanstay.com/certification/standards--standard.php for a list of the criteria establishments must meet to be certified with our program). In our own surveys, over 85% of travellers with pets request non-smoking rooms, so it would make sense for them to be accommodated as such.

We fully agree that the vast majority of travelling pets are extremely well-behaved, and cause no disturbances or messes at the establishment they are staying at. Unfortunately, it is the rare exception that tends to ruin it for everyone else – the one that rips up a hotel room while the owners are out, instigating the property to take on a “no pets” policy in order to prevent any future headaches of that nature. Every pet owner who travels with their pet is acting as an ambassador for the rest of us, and the more positive experiences lodging operators have with their pet guests, the more we may see properties becoming pet friendly, and keeping their pet guest fee rates at a reasonable level. This continues to be a work in progress, and we feel it is our role, as a certification body for pet friendly accommodation providers, to do our best to move this process forward.

The references to pet size policies that we use on our site are more of an approximate standard. When it comes to setting up the booking, the vast majority of lodging establishments will be somewhat flexible if the dog’s weight is slightly over the benchmark (as long as it is within reason). I would imagine that your 63lb dog would be acceptable at many of our properties that enforce a medium size pet policy, as it appears to be more of a case of being “solid” than “large”.

Finally, in reference to your comments on a rating system, we have developed a two-tiered certification system for pet friendly lodging establishments (see http://www.petscanstay.com/certification/standards--premium.php for Premium level requirements), however this is more about what level of services and amenities they carry for pets, rather than guest fees. Both pet guest fees and certification level designations are displayed on our website, allowing travelers to source out the type of property that best matches their requirements. Travelers can also contact our free travel service, as our agents can source out and book you into a Certified property based on your specifications (whether they be pet guest fee, property type, amenities, etc) at no extra charge. Because we have access to the GDS reservation system, we are also privy to specials and deals which can lead to further savings. We want to make sure that you experience the best possible stay at one of our Certified properties, and are available to assist you in that regard.

Thank you again for your feedback Doreen.

Sincerely,

Pets Can Stay