Hospitality Customer Service and the ADA
Frequently Asked Questions
Developed by the Mid-Atlantic ADA Center
rev. 2011
We urge you to read through this document before you deliver the customer service training to hospitality staff. It will help you respond to some commonly asked questions.
You say there are 54million people with disabilities in America, but how is “disability” defined?
That number comes from the U.S. Census, so it is based on the questions that are asked and how people respond to them. The Census has asked a variety of questions over the years, ranging from straightforward questions such as whether a person is deaf or blind to more nuanced questions such as whether a person, because of a physical, mental, or emotional condition, has difficulty bathing, running errands alone, or making decisions.
The number might not be exactly accurate for a number of reasons. Different people may have different ideas about what they consider “difficult” in terms of performing tasks like bathing or making decisions. Some people may not even wish to disclose this sort of information. But the number gives us a pretty good idea that there are a lot of people with disabilities!
There are other definitions of disability. Many laws or programs have their own definitions for their own purposes. The ADA has its own definition of disability, too, which is “a physical or mental impairment that substantially limits one or more major life activities.” But for our purposes, we don’t need to get technical; we’re really just talking about customers who have difficulty accessing your services.
What if the person gets mad or annoyed when I offer to help (I’ve had this happen before)?
It is never wrong to offer to help. The key is making sure you wait for their answer, and if the person says they don’t need help, you should respect that. It’s also important that you communicate respect in your offer, rather than making them feel that you think they are incapable. Even if you do everything “right”, some people may get annoyed when you offer to help – perhaps they are having a bad day or are frustrated about something else. Don’t let this discourage you. The next time you see someone who might need some help, go ahead and offer and see what they say.
What if I’m not sure if a person is using a service animal or bringing in a pet?
If you’re unsure whether the animal is a pet or a service animal, ask the person if the animal is a pet. If they say yes, you do not have to allow the animal into your facility if you have a “no pets” policy. If they say no and tell you it is a service animal, you may ask what the animal is trained to do. You may not ask about the nature of the person’s disability, and you may not ask them for paperwork proving the animal is trained or “certified” asa service animal.
If service animals are only for people with disabilities, why can’t I ask a person about their disability?
It is inappropriate to ask for such personal and private information. The only thing you really need to know is that the animal does some task or work that is related to the individual’s disability, you don’t need to know exactly what their disability is or other details about it.
Sometimes, when a person tells you what their animal does for them, the nature of their disability will be suggested or revealed, but you should not ask any further questions.
What if someone says their service animal helps them stay calm?
By definition, service animals must be trained to DO something – some active task or work – to assist the person in some way related to their disability. If the person says the animal has been trained to calm them by pawing, nudging, or licking them when they become anxious, for example, the animal is doing something active. If the person says the animal calms them by being with them or being nearby, for example, that animal is not doing any active task or work. Simply being present is not something animals are specially trained to do. Many people, with or without disabilities, benefit from being around a good-natured animal, but that does not make the animal a service animal.
What if a service animal damages the property or hurts another guest?
Service animals are specially trained to be quiet, obedient, and respectful. They even relieve themselves on command. It is very rare that they would hurt anyone or damage property. However, in the event that they did damage something or hurt someone, the owner could be held responsible.
What kinds of animals besides dogs work as service animals? Are any animals “forbidden”?
Only dogs meet the ADA’s definition of “service animal.” Miniature horses may be considered like service animals, as long as the facility can accommodate the miniature horse’s size and weight (most miniature horses are not much larger than large dogs), and legitimate safety requirements will not be compromised. Miniature horses must also meet the same kinds of standards applied to service dogs (they must be trained to perform active tasks related to an individual’s disability), and they must also be housebroken and under control.
No other type of animal can be considered a service animal under the ADA, even if it has been trained to work for an individual with a disability. Many people with disabilities do have other types of animals that work for them, including birds, cats, ferrets, and monkeys, but a hotel does not have to admit these types of animals unless it generally allows people to bring in these types of animals as pets.
What if other people are allergic to or afraid of the animal someone is using as a service animal?
If another customer is allergic to or afraid of a service animal, every effort should be made to accommodate both guests. For example, locating their rooms on opposite ends of the hotel or seating them on opposite sides of the restaurant. You may not prohibit a service animal from entering the facility with its owner simply because another guest is allergic or afraid.
Do I really have to let animals into the restaurant or sleeping rooms? Isn’t that a health hazard?
The Center for Disease Control has said that service animals pose no health risk even in most areas in hospitals. Therefore, they clearly pose no risk in restaurants or hotel sleeping rooms. In a hotel or restaurant there really should be no areas that are “off-limits” to service animals.
You’ve said I should say “people with disabilities” instead of “the disabled.” What’s the difference?
When you say “the disabled” or “the blind,” it creates an impression that the group’s disability is all you see – that disability is the group’s primary and defining characteristic. When you use “people first” language (“people with disabilities”)it shows recognition of their humanity and respect for their individuality.
You say I have to give priority to people with disabilities for accessible hotel rooms. What if all the accessible rooms are already booked? What if there are guests already in them?
Yes, people with disabilities who need accessible rooms should be given priority to receive them. Accessible rooms should not be rented or reserved for non-disabled guests until all other non-accessible rooms of the same type (for example, rooms with two double beds) are already rented or reserved.
When a person with a disability makes a reservation for an accessible room, you should reserve the specific room that meets their needs (for example, an accessible room with two double beds and a roll-in shower) and remove that room from the system so that it will not be double-booked. Remember that many guests with disabilities cannot use “substitute” rooms, even if they are “upgrades.” When non-disabled guests reserve a room with two double beds, you may be able to place them in any one of many rooms you have available when they arrive, but a guest with a disability may be able to use only one specific room, or one of very few, that you have in your facility.
In the event that a person with a disability arrives and all the accessible rooms are occupied (for example, a guest unexpectedly extends his stay) and an accessible room is occupied by a person who does not need an accessible room, you need to ask that guest if they are willing to move to a non-accessible room (if one is available) so that the accessible room can be made available for the person who needs it. You cannot compel them to move, but you must ask them. Also, if you place a guest without a disability in an accessible room, it may be a good idea to ask them to sign a statement acknowledging that they may be asked to move if a person with a disability should need the room. You still cannot force them to move, but this will give the guest advanced notice that they may be asked to move.
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