My husband and I stayed at the Comfort Suites Burlington for seven nights with my service animal. While check-in initially seemed smooth, the situation devolved into a nightmare. After our dog barked once in the lobby, the staff member, Caleb, immediately accused us of 'lying and scamming.' He falsely claimed service animals never bark and illegally demanded 'proof' and 'certification'—a direct violation of Federal and State law.
Despite our explanations, Caleb remained aggressive, insisting he 'knew the law better' than we did and forced a pet fee onto our bill. For the remainder of our stay, we were subjected to targeted harassment and bullying by Caleb every time we passed through the lobby. To make matters worse, we discovered a tire on our vehicle had been slashed on the day of checkout.
When we contacted the Property Manager, Scott Turbush, he offered a meager refund of the pet fee but refused to discuss the harassment, discrimination, or the hostile environment created by his staff. Refunding a pet fee does not excuse a week of civil rights violations. We are deeply disappointed and would caution any service animal handler to avoid this property.