Student’s fury after Travelodge refused to let his emotional support Labrador into their restaurant – and owner was ‘told he could not leave the dog in a room alone because they can open doors’

• Alistair James, 30, was visiting friends when he stayed at the hotel in Liverpool 
• He claims dog Jack refused entry to the cafe and was not allowed in room alone 

A student was left outraged after Travelodge refused to allow him to bring his emotional support dog into their restaurant, and claims he was told not to leave the animal alone in a room ‘because they can open doors’. 

Alistair James, from Broomhouse, Scotland, was visiting friends in England when he stopped off in Liverpool for a couple of days at the start of this month, bringing with him his six-year-old Labrador, Jack.

The 30-year-old Edinburgh Napier University student booked a dog friendly room with breakfast at the Liverpool Central Exchange Street branch. 

But when he went to get his breakfast with Jack in tow, he claims the manager told him his dog would not be allowed into the restaurant. 

Mr James says that he told the manager he would leave his dog in the room for 20 minutes while he ate but claims he was told it is against company policy to leave dogs unattended in rooms as they ‘can open doors’. 

The terms and conditions on the Travelodge website state that pets or other animals are not allowed to entre bar or cafe areas at any time, and that they cannot be left unattended in any rooms or public areas. 

Mr James said that Jack has supported his mental health issues, often stopping panic attacks before they set in or comforting his owner during an anxiety episode. 

Alistair James, from Broomhouse, Scotland, was visiting friends in England when he stopped off in Liverpool for a couple of days at the start of this month, bringing with him his six-year-old Labrador, Jack

He said he does not understand why he was not warned when booking the dog friendly room that Jack would not be allowed into the restaurant, and said he feels businesses should accommodate emotional support dogs.  

But, the Travelodge said Mr James did not specify he would be travelling with an emotional support dog, and that allowing domestic animals into cafes and bars is against their terms and conditions. 

‘I booked the Travel Lodge as I was visiting some friends in Liverpool, we had a long drive and had just gone right to sleep before Jack and I headed for breakfast after his morning walk,’ Mr James said.

‘I was stopped by the manager who told me that dogs were not allowed in to get breakfast. So I suggested that I take him to my room and leave him there for 20 minutes whilst I got something to eat.

‘But the manager again challenged me and said that I was not allowed to leave him on his own as dogs can open the room doors. I struggle with opening their doors at the best of times so I have no idea how a dog could manage it.

‘I’ve left him in rooms before for short periods and he behaves himself. I had paid for the breakfast and as a solo traveller with a dog I have no other way to access that service than by bringing him with me or leaving him for a little while.

‘After I left I tried to challenge them over email but they basically told me that it is their policy and that it is final. There was no pop-up warning or guidance to state this when you book a dog friendly room online.

‘He is an emotional support dog for me but it is frustrating because there is no way to legally recognise this. They are so important to people with mental health illnesses and are better behaved than some of the kids you have throwing Nutella around the place or drunks bothering people and smashing glasses.’

Mr James said he does not understand why he was not warned when booking the dog friendly room that Jack would not be allowed into the restaurant, and said he feels businesses should accommodate emotional support dogs

What is an emotional support animal? 

An emotional support animal is an animal that provides comfort or a sense of relief to a person with an emotional or psychological condition.

They are not trained to perform specific tasks or provide their owners with any service other than soothing their symptoms. 

The animals are a great tool for people suffering from emotional or psychological disorders. 

Qualifying ailments include but are not limited to anxiety, depression, bipolar disorder, panic attacks and fear or phobias. 

Responding to Alistair’s email complaint, the Travel Lodge said ‘dogs cannot be left in the room alone and they cannot be in the restaurant without being guide dogs. This is our policy.’

Mr James said that Jack, who was allowed into eateries, shops and a hotel while the pair visited Plymouth, has helped him through his mental health struggles, including during their trip when Jack was able to help him remain calm during a panic attack.  

‘I had a panic attack in Plymouth and he helped me so much,’ Mr James said.

‘I’ve had him since 2018, he had a lot of owners before me, and although he is not a rescue dog in the sense he was mistreated, he had not really had that stability. We both came into each other’s lives at the right time and sort of saved each other.

‘I had a mental breakdown in 2019 which at first terrified him but since then he responds to my mood changes. When I feel a panic attack coming on he senses it and licks my hand whilst pawing me to sit down.

‘If I am outside he comes over to me and is just so observant of what is going on. In the house he knows when I’m getting panicky and he lies on me to help calm me. If I am having a bad day he instinctively knows and will bring the ball over to get me distracted and out of the house. He’s learned all of this just by us living together.

‘I’m more inclined to go out and socialise if I have him with me. Places are getting better for welcoming dogs in but there has to be an attempt to give emotional support dogs a legal status so that they can enter spaces like guide dogs.

‘He is better than any anxiety medication I am prescribed for treating my mental health. I’ve tried to get my psychiatrist to write me a note that says he is an emotional support dog but he was unable to.

‘I’ve tried writing to my local councillor and the Scottish disability and equality minister for support. I know it won’t change overnight but I hope they can be recognised soon and we can at least start to have that conversation in the UK.’

Travelodge said Mr James did not specify he would be travelling with an emotional support dog, and that allowing domestic animals into cafes and bars is against their terms and condition

A Travel Lodge spokesperson said: ‘Mr James did not make us aware ahead of his booking that he would be bringing his emotional support dog with him – this was added as a ‘domestic pet’ onto his booking.

‘There are different t&cs for domestic pets vs guide dogs, assistance dogs and hearing dogs. This is clearly stipulated in our booking t&cs and on our website.

‘We of course always try an accommodate every guest and we wish Mr James had made us aware of this prior to his stay at Travelodge’.

A Scottish Government spokesperson added: ‘We would encourage anyone experiencing longer-term anxiety and panic to talk to their GP, as they are best placed to be able to help’.

‘Many people find emotional support from their relationships with animals, and there are many other practical things people can do to help reduce anxiety and panic, such as mindfulness activities, physical activities, spending time in nature and talking to others.’

Source: Read Full Article