Massive service dog walks into a hotel – the staff is hailed as ‘incredible’ for asking owner one question she hoped to hear

Service dogs are trained to assist individuals with a range of disabilities, from mobility issues to psychiatric conditions. Their role goes beyond just providing companionship, often becoming essential to the well-being of their owners. While service animals are recognized and protected under the Americans with Disabilities Act (ADA), not all businesses or individuals know how to interact with them. Recently, a heartwarming story shared by Kiani (@kianilarose) on TikTok highlighted how one hotel staff member handled the presence of her service dog, an Italian Mastiff named Kora, in a way that not only adhered to the law but also demonstrated respect and consideration.

Kiani was greeted with an experience that many people with service dogs don't always get. While it's common for service dog owners to be met with curiosity or even skepticism, this particular hotel receptionist took a different approach. Instead of being invasive or dismissive, the staff member asked the owner a few polite questions, ensuring they followed ADA guidelines. The onscreen text in the video read, "POV: Going to a hotel with a service dog," as the owner shared her personal experience. She recalled being asked, "Is your furry companion a service animal?" She explained how this was a standard question that most places ask, but what happened next was something she deeply appreciated. Kiani replied with a solid "Yes, ma'am," to which the staff member continued, saying, "So I am required to ask you one question and only one question. I do apologize, but what is the service the animal is here to provide?"

The owner was immediately relieved by the respectful and professional tone of the interaction. This, she said, was exactly how service dog owners want to be treated. Kiani responded by explaining that her dog provides mobility assistance and psychiatric support. She further shared that the respectful inquiry is actually quite helpful, “Thank you for asking. Most people don't ask, but I actually appreciate it when you all do. Because that lets me know that you all are looking out for..." 

The ADA also describes the role of these animals in detail, mentioning that service animals are dogs trained to assist people with disabilities by performing specific tasks. These tasks can include guiding individuals who are blind, helping those who are deaf, pushing wheelchairs, alerting someone during a seizure, reminding someone with mental health issues to take their medication, or calming someone with PTSD during an anxiety or panic attack. Service dogs are considered working animals, not pets. The tasks they perform must directly address the person’s disability. Dogs that are only meant to offer comfort or emotional support aren’t considered service animals under the ADA. 

The TikTok video quickly gained attention, with many viewers praising the staff’s professionalism and the owner's positive reaction. @messithecorso wrote, "Wow, that receptionist was incredible. She is a prime example of how all customer service should be." @yagirlbrooke22 exclaimed, "This is huge for the hotel as they now can note in case of emergency, 'room blank may need assistance.'" @twisteddoxie commented, "I love that she asked because so many people now use the term 'service dog' as an excuse to bring their pets everywhere."

For more interesting service dog content, follow @kianilarose on her TikTok account.