Crafting the Perfect Pet Policy: A Guide for Hotels

The "pet-friendly" label is everywhere, but in a crowded and competitive market, simply allowing pets isn't enough. Discerning dog-owning travelers, a high-value and rapidly growing demographic, are actively seeking accommodations that don't just tolerate their companions but genuinely welcome them with clear standards and thoughtful amenities. Dog owners value clear and accurate information on your pet friendly policies and services so they know what to expect.

A well-defined, comprehensive pet policy is a critical differentiator that can drive direct bookings, enhance guest loyalty, and elevate your brand's reputation.

Moving beyond ambiguity is key. A vague or inconsistent pet policy can lead to guest confusion, staff challenges, and ultimately, a diminished experience for everyone. To deliver a consistent level of hospitality to dog owners, hotels need a framework that addresses every touchpoint of a dog and their owners stay.

The goal is to enhance the guest experience (for dog owners and non dog owners alike) by providing clarity, consistency, and hospitality in the way you communicate with dog owners. Below, we’ll dive into the key components of a pet policy, from access rules and fees to legal must-haves and staff training, and illustrate how you can tailor each aspect to your brand’s unique style and voice.

Why Your Pet Policy Should Be More Than Rules

Before writing this article, I personally reviewed more than two hundred pet policies from hotels in more than thirty countries, and the pattern was strikingly consistent. Far too many were nothing more than a laundry list of rules, restrictions, and fines, with no mention of services or amenities. 

Not a single nod to the guest experience.

For many dog owners, this is their very first interaction with your hotel.

The moment they ask, “Are you dog-friendly?” they’re handed a list of rules, fees, and restrictions, with hospitality nowhere to be found. Just a firm "no" dressed up as a pet friendly policy, and typically a hefty "cleaning fee" to top it off.

You’d never treat a human guest this way. You wouldn’t greet them at check-in by listing everything they’re forbidden from doing, and you wouldn’t charge them a fee for a mess they might not make. So why do it to dog owners spending money at your hotel? Imagine how different that moment could feel if you led with what you do offer: “Here’s the dog bed waiting in your room, the nearest walking trail, and the biscuit bar in the lobby,” before gently covering the necessary boundaries.

It’s not just a better guest experience, it’s better hospitality.

Why Your Pet Policy Should Reflect Your Brand

Your hotel’s brand isn’t just a logo or colour scheme, it’s the personality, values, and promise that guests associate with your property. Every policy you create should reinforce that brand promise, and your pet policy is no exception.

If your brand prides itself on luxury and indulgence, your pet policy might include extravagant pet amenities and personalised services. If your brand is all about family-friendly comfort or adventurous travel, your pet policy should echo that by being welcoming and practical for guests travelling with pets.

Your pet policy is an opportunity to extend your hotel’s hospitality to four-legged guests and their owners. Not aligning your pet policy with your brand can create expectation disconnects and a poor guest experience for dog owners.

Imagine a “luxury” hotel that allows dogs but has a confusing, punitive pet policy, one that inconsistency frustrates guests and tarnishes the upscale image (what I call the Five Star Lie). Or a hip boutique that bans pets entirely might turn away its target demographic of young, experience-driven travellers. The key is to find the balance where your policy protects your operations (noise, cleanliness, liability) while still feeling like a natural extension of your brand’s service culture. 

For example, the pet-friendly Kimpton Hotels chain welcomes any pet “no matter their size, weight, or breed, all at no extra charge”. This no-fuss, genuinely welcoming policy reinforces Kimpton’s brand as an exceptionally inclusive, dog-friendly boutique hotel group and is the reason why I stay with them when I can.

Ultimately, when your pet policy aligns with your brand, it doesn’t feel like a list of rules, it feels like part of the experience. It shows that your hotel recognises pets as valued guests and is willing to make accommodations in line with your brand’s level of hospitality. In the sections that follow, we’ll explore how to design each element of your pet policy with that philosophy in mind, ensuring your approach to pets complements your marketing, your customer service style, and your operational capabilities while correctly managing your guest's expectations.

Access: Pet-Friendly Zones vs. Off-Limits Areas

One of the first decisions in crafting a pet policy is deciding where pets are allowed in your hotel and where they are not. Clearly defining pet-friendly zones (and restricted areas) will set guest expectations and prevent awkward incidents, like a dog wandering into a fine dining room. These access rules should reflect both practical considerations (like health codes) and your hotel’s ambience.

Guest Rooms: Traditionally, many hotels have set aside only a handful of “pet-friendly” rooms, often those with hard-surface flooring for easier cleaning and to contain dander or potential wear and tear. The intention is usually to protect guests with allergies by keeping the rest of the rooms pet-free. But here’s the problem, this limited-room approach creates artificial scarcity, and it’s a constant source of frustration for dog owners. We see this again and again; we show up after booking only to be told, “Sorry, our pet-friendly rooms are taken.” 

That’s not hospitality; that’s exclusion by design.

Best practice, and what we recommend to every hotel, is to make all of your rooms pet-friendly by default and instead designate a select number of hypoallergenic, pet-free rooms for guests with allergies or sensitivities. It flips the script in the right way; most of your rooms are available to everyone, including dog owners, ensuring availability, and the needs of allergy-prone guests are still met.

Dog-owning travelers outnumber those with allergies or fears of dogs by ten to one, room availability at dog friendly hotels should reflect that.

From a branding perspective, it’s a win. Whether you’re a luxury hotel providing plush pet beds and a pet food menu or a budget hotel offering clean, practical pet-ready rooms, opening up your inventory to dog owners sends the message that you genuinely welcome them rather than treating them as a niche exception.

Lobby and Common Areas: Decide if pets can traverse through the lobby freely or if there are any restrictions. Most pet-friendly hotels allow leashed pets in the lobby and the public lounges, but truly dog friendly hotels accomodate dogs and their owners in their bars and restaurants so they can enjoy the hotel together.

Depending on the country you are in, health regulations often dictate that pets (except service animals) cannot enter any area where food is prepared, but there is wiggle room for creative solutions. Perhaps your hotel offers outdoor patio dining where dogs are welcome, or a section where dogs can sit with their owners.

Recreational Areas: Determine your stance on pets in your outdoor spaces. It’s common to prohibit pets from pools and gyms, but if your brand is a resort or outdoor retreat, you might have sprawling grounds or hiking trails where pets are allowed to join their owners. Urban locations do not have that luxury, but many hotels increasingly provide some sort of dog-friendly outdoor area, a section of the lawn, a pet relief areas with waste bag stations for those quick calls of nature.

Some high-end resorts even go so far as to provide fenced dog run areas or agility equipment as part of their amenities. Wherever you allow pets, ensure your staff and signage guide guests to those areas. For example, if dogs are permitted on your hotel’s rooftop bar or garden, make it a feature in your marketing (“Enjoy sunset cocktails with your pup on our pet-friendly rooftop terrace!”) and have signs that indicate pet-friendly entrances or elevators if needed.

Restricted Areas: Be upfront about places pets are not allowed. Common restrictions include: restaurants (indoors), swimming pools, spas, fitness centers, kids’ play areas, and club or executive lounges. These restrictions often exist to preserve a certain level of atmosphere and cleanliness. When communicating these limits, frame them politely but clearly, “for the comfort of all guests, we ask that pets not be brought into the main restaurant or spa area." Dog owners will understand that you’ve balanced their needs with those of other guests.

Ultimately, setting access levels is about creating a welcoming environment that still respects boundaries. Align with your brand by asking: Where would my typical guest expect to see dogs? Where would it delight them, and where would it possibly bother them? A trendy, youthful hotel might allow a dog on the pool deck because their guests find it charming, but a traditional hotel catering to business travellers might keep pets in the rooms and a pet relief garden only.

There’s no one-size-fits-all answer, the key is to define it clearly in your pet policy and ensure everyone (guests and staff) knows the lay of the land.

Restrictions: Size, Breed, and Behaviour Rules

Not every dog is the same, and it’s reasonable for a hotel to set certain limitations on the types of pets allowed to ensure safety and comfort. These restrictions can include pet species, breed or size limits, and behaviour expectations. The extent of your restrictions should align with your brand image and target clientele.

Size & Breed Restrictions: Weight limits are one of the most commonly misused tools in hotel pet policies. Many properties, particularly in city centres or luxury spaces, cap pet weights at 25 to 40 pounds, often under the assumption that smaller dogs mean less mess, less noise, and less risk. But in practice, these arbitrary limits end up excluding many of the world’s most popular and well-mannered breeds, like Labradors, Poodles, and Golden Retrievers.

If your pet policy bans anything but tiny dog breeds by default, you’re not dog-friendly; you’re dog restrictive. Weight limits create real frustration and inconvenience for dog owners, especially when they arrive to discover that their beloved, well-behaved dog is “too big” to be allowed into your hotel. 

I personally support excluding specific breeds that are banned under local or national law, such as those listed on the UK’s Banned Dogs List, as well as any dog that makes your staff or guests feel uncomfortable in any way.

I support hotels that choose to exclude dogs they reasonably believe pose a concern to staff and guests because the reality is sobering. In the U.S. alone, over a million people are hospitalised each year due to dog bites. Hotels have a duty to prioritise the safety and comfort of their guests and staff, and breed restrictions, if thoughtfully and legally applied, can be a reasonable part of that strategy.

Where weight limits fail, clear policies around behaviour and temperament succeed. That’s where a “friendly dog” policy comes in, any dog, of any breed or size, is welcome as long as it doesn’t make guests or staff feel uneasy or uncomfortable in any way. If a dog makes your reception team uncomfortable, it will probably make your guests uncomfortable too, and you are well within your rights to discriminate against specific dog breeds on that basis.

Behaviour & Etiquette: Regardless of breed, size, or pedigree, all dogs should be held to clear and enforceable standards of behaviour. Hotels are well within their rights to expect good manners from both pets and their owners, and your pet policy should spell this out. At a minimum, dogs should be fully housetrained, quiet, under control, and non-destructive. No excessive barking, no jumping on other guests, and no aggressive behaviour toward staff or other dogs.

I actively encourage hotels to implement firm but fair behaviour policies. It’s perfectly reasonable to state that “if your dog causes disruption, discomfort, or poses a safety concern, you will be asked to leave.”

This isn’t exclusion; it’s basic hospitality, and it protects your guests.

We strongly support hotels adopting a “friendly dog” policy, which defines an acceptable dog as any dog that does not cause unease to people around them.

This puts the power where it belongs, with your team. If a dog’s behaviour makes guests uncomfortable, or if your staff are concerned, you have every right to deny access or ask the dog and its owner to leave. This approach works both ways, it protects you from liability, and it gives responsible dog owners peace of mind.

They know that as long as their dog is well-behaved, they’ll be welcomed and that any truly disruptive animals won’t be tolerated. Ultimately, dog-friendliness should never come at the cost of safety or comfort. When in doubt, focus on behaviour, empower your staff to make the call, and make your expectations clear.

It’s the fairest and most effective way to welcome dogs into your hotel.

How Many Dogs Should You Allow? 

Decide how many dogs a guest can bring. Hotels commonly allow 1 or 2 pets per room. more dog centric hotels might allow more (Kimpton has no formal limit on the number of pets). A practical approach might be “up to two domestic pets per room; please contact us for approval if you have more.” That gives you flexibility to potentially accommodate a guest with three little dogs in a suite, for instance, but also to say no if someone wanted to turn your room into an animal menagerie.

For brands catering to families, allowing two pets aligns with the idea that a family might have a couple of dogs. For upscale brands, keeping it to one or two ensures the room doesn’t become a zoo and stays manageable for housekeeping.

Should Health Requirements Be Compulsory?

To keep all pets and people safe, consider requiring proof of up-to-date vaccinations and that pets are free of fleas/ticks. Some hotels ask for a vet record or the pet’s vaccination tag dates, particularly for rabies and other communicable issues. This is more commonly emphasised in pet resorts or high-end hotels and less so in casual stay settings, but it’s an extra layer of protection.

If your brand is very wellness-oriented (say, a wellness spa resort), requiring pet health records aligns with that ethos of health and safety. At a minimum, you could include in the policy: “By bringing a pet, you certify that your pet is up-to-date on vaccinations and free of parasites.” Especially if you are in a 'high risk' country, where rabies and other canine diseases are common in the general population.

Restrictions like size and behaviour rules are about setting reasonable limits that protect your property and guests without alienating pet owners. Be clear and transparent, dog owners are usually happy to comply as long as they know the rules upfront and feel they’re fair. The happier and more at ease the dog and owner are, the better their experience, and that positive experience reflects well on your brand. By filtering restrictions through your brand values (e.g., inclusivity, safety, luxury, etc.), you ensure these rules make sense in context.

Pet Fees: Charge Dog Owners Fairly

Money matters can be a sticky point if not handled thoughtfully. Will you charge extra for pets? If so, how much, and what are guests getting in return?

If you are going to charge a fee, it needs to make sense. It should genuinely reflect additional costs incurred, not act as an easy way to tack on an extra $150 to the bill without offering anything of substance to dog owners in return.

Many hotels slap a canine tax onto your bill while offering nothing in return but a water bowl in the corner and a vague reference to ‘deep cleaning’. It leaves dog owners feeling gouged and taken advantage of.  I have been so irritated by this practice that I’ve gone out of my way to tip the housekeeping staff directly and deliberately ask them about the “deep” cleaning.

More often than not, they tell me the same thing: “We clean all rooms in the same way every time, whether there’s a dog in it or not.” And here’s the kicker “it’s not the dogs who leave the most mess, it's usually the people.”

Exactly what you would expect, in other words.

We know most hotels aren’t really “deep cleaning” a room after a dog has slept in it, and we are perfectly aware of exactly how much mess our dog has made when we check out. This is true for the vast majority of hotels, except ultra-luxury hotels, which will often do things like change the carpet in a room if they find a stain.

Don’t be that hotel. If you’re charging a pet fee, whether it’s per stay or per night, make sure guests feel like they’re getting something in return. A welcome kit with treats, a proper dog bed, food and water bowls, a walking map, maybe a complimentary toy or access to a dog-friendly space. These don’t have to be extravagant, but they should exist. Otherwise, it’s not a fee, it’s a fine. 

Your fee structure should also align with your brand. If you're a luxury property, a higher fee might be appropriate if it includes premium amenities or services. If you’re a boutique or lifestyle brand that wants to welcome dogs wholeheartedly, you might skip the fee entirely or charge a nominal one as a courtesy gesture.

Either way, be transparent. Pet owners don’t mind paying when it feels fair and when the value is clear, they just don’t want to be punished for travelling with their dog. Let’s break down the different options I often see.

No Fee (Pets Stay Free) - Some hotels choose not to charge any pet fee at all, using this as a major selling point. This approach often aligns with brands that market themselves as passionately pet-friendly or those in the economy sector, where simplicity and value are key. Either way dog owners appreciate it.

Offering no-fee pet stays can be a competitive differentiator. 75% of dog owners would pay more for a pet-friendly hotel, and 64% are willing to pay up to $50/night extra, so a hotel that charges $0 is providing clear added value. If waiving fees fits your financial model, it can win you significant goodwill and loyalty.

One-Time vs. Nightly Fees - If you do charge, decide whether it’s per night or per stay. A one-time fee per stay (per room or per pet) is straightforward and often easier for guests to swallow, especially for longer stays. For example, a hotel might charge a flat $50 or $150 per stay regardless of nights. Luxury hotels often opt for one-time fees on the higher side, it’s not uncommon to see $100-$200 per stay.

Many mid-range and extended stay hotels charge $25 per night (often capped at a max amount). Guests generally understand fees, but be mindful: extremely high or compounded fees can feel punitive. The average hotel pet fee is between $50 to $100 per stay, and many pet owners will accept that as reasonable.

One ‘Lifetime’ Pet Fee - One of the very best dog-friendly hotels we know charges a one-off lifetime pet fee of $200, which entitles your dog to stay for free for the rest of their life once paid, a fantastic way to encourage long term loyalty.

Presenting Your Pet Policy Positively and Clearly

Having the best pet policy in the world won’t help if guests aren’t aware of it or don’t understand it. Clear, proactive communication of your pet policy is essential, it sets proper expectations, ensures compliance, and can even be used as a marketing advantage. The tone and channels you use to convey the policy should align with your brand voice: whether that’s formal and elegant, or friendly and fun.

Our research indicates that dog owners highly value clear and transparent information on what they can expect if they stay at your hotel with a dog, and presenting your pet policy where it is easy to find is a big part of that.

On Your Website and Booking Platforms - The pet policy should be prominently displayed wherever guests make booking decisions. Typically, hotels include a “Pet Policy” section on their website (often under FAQs or policies or on the room pages). Make sure it’s easy to find. Include key points: allowed pets (dog/cat, etc.), weight limits, fees, any major restrictions, and details of any services, facilities, and amenities you provide at the same time. If you partner with third-party booking sites, ensure the pet information is visible and up to date there as well.

This prevents surprises and conflict at check-in and shows consistency.

During Reservation and Pre-Arrival - It’s a great practice to ask guests to indicate if they’re bringing a dog at the time of booking. If your booking engine has a checkbox or a field for “traveling with dog,” enable it. If not, a note asking them to call/email if bringing a dog helps you prepare. Once a reservation with a dog is noted, consider sending a pre-arrival email that reiterates the pet policy.

For instance: “We see you’re bringing your dog with you – wonderful! Just as a reminder, we allow up to two dogs (under 50 lbs each) in our pet-friendly rooms. A $75 cleaning fee per stay will be added. We’ll have a pet bed and bowls ready in your room. Please let us know if you need anything special for your dog!”

This kind of message both reminds them of rules/fees and simultaneously highlights the amenities, setting a positive tone. It’s part informative, part welcome letter. If your brand emphasises personalisation, you might even ask for the pet’s name in advance so you can greet the guest's dog by name at check-in.

At Check-In - Train your front desk to always review the pet policy with the guest at check-in – but frame it as a welcome and orientation, not a stern warning.

For example, instead of just thrusting a waiver form at the guest, the staff can say, “We’re so happy to have Snoopy with us! Here’s our pet welcome letter that goes over a few guidelines to make sure you, Snoopy, and all our guests have a great stay. Feel free to take a moment to read it, it covers things like where you can walk her and our quiet hours. And here’s a little map of nearby parks. Also, we do ask you to sign this acceptance of the pet policy; it is just routine.” 

This way, the guests don’t feel scolded; they feel guided. 

Provide any included amenities now (if not already in the room); some hotels give the pet welcome kit at check-in, and others place it in the room. If you have a waiver or liability form, make sure it’s written in plain language if possible, and have the staff highlight the key points (“This basically says you’ll be responsible for any damage and you’ll keep Snoopy on a leash in public areas, things like that”).

In-Room Information: In the pet-friendly guest rooms, it’s useful to place a printed copy of the pet policy and pet services info. Perhaps as part of a welcome letter addressed to the pet at the top, which adds a nice touch. This sheet can reiterate things like where the pet relief area is, what number to call for pet sitting, and a gentle reminder of rules (e.g., “Don’t forget, I can’t go to the main restaurant with you, but room service is available!”’). When phrased warmly, it doesn’t come off as policing, but rather as helpful. Make sure the important rules are clearly stated to avoid any “I didn’t know” excuses, for instance, if you strictly forbid leaving pets unattended, put that in your welcome email and in-room letter. 

Clarity is kindness, it helps dog owners to avoid complaints.

Tone and Language: This is where branding really comes in. Keep the language consistent with your hotel’s vibe. A luxury hotel might use more polished, courteous language (“We kindly ask that your pet remains on leash… We are pleased to offer dog-walking service; inquire at the front desk.”).

A casual boutique can be playful (“Four legs on the floor, please: keep your pet leashed when wandering the halls so everyone stays safe and happy!”). Some hotels write policies from the dog’s perspective, which can be charming if done right (e.g., “Woof! I promise to be on my best behavior: no barking late at night and no accidents inside. My human will take me outside when I need to go.”).

This can defuse the sense of being given a list of rules. However, ensure that even in cute language, the meaning is crystal clear. Humor should not create ambiguity.

Signage and On-Property Cues: Consider gentle reminders around the hotel. If you have designated pet elevators or routes, sign them. If there’s a pet relief area, signposting it with a paw print symbol and a trash can is helpful. If pets aren’t allowed beyond a certain point (say, spa-level or a pool area), a sign that says “Pet-Friendly Zone ends here – humans only beyond this point” could be a lighthearted way to mark it. In the room, providing a “Pet in Room” door hanger or magnet that guests can use is extremely helpful for both staff and the guests. 

Legal Considerations: Compliance & Protection

While it’s exciting to focus on the fun parts of a pet policy, hotels must also cover the legal and liability aspects. Ignoring these could result in lawsuits, fines, or reputational damage, and a good pet policy protects not just guests but also your business. Here are the key legal factors to consider and incorporate into your pet policy framework while you are developing it for your hotel.

Service Animals vs. Pets - In the UK, assistance dogs are protected under the Equality Act 2010 and must be allowed in all areas of your hotel, even if pets are normally not permitted. You cannot charge fees, apply pet restrictions, or refuse entry. These dogs may assist with mobility, sight, hearing, or other conditions, and do not need to be trained by a registered charity to qualify. You also cannot legally ask for documentation, though some guests may offer it voluntarily.

Best practice is to include clear guidance and messaging: “Assistance dogs are always welcome in our hotel and are exempt from pet fees and restrictions.”

In the US, the Americans with Disabilities Act (ADA) grants similar protections for service animals. Staff may ask two questions only:

1. Is this a service animal required due to a disability?
2. What task has it been trained to perform?

You cannot legally ask for ID, proof of training, or a demonstration.

In both countries, emotional support animals (ESAs) are not legally recognised under hotel access laws. That means ESAs can be treated as pets and subject to your standard fees and rules, though some hotels may choose to make exceptions on a case-by-case basis. In summary, know the legal differences, train your staff to handle service animals confidently and respectfully, and make your policies crystal clear. Doing so not only keeps you compliant but also shows your commitment to canine inclusivity and hospitality in your hotel.

Liability Waivers - It’s common (and prudent) to have the pet owner sign a liability agreement upon check-in. This document basically states that the owner assumes responsibility for any injuries or damage caused by their pet, and that they will indemnify (protect) the hotel from claims. In practice, if a dog were to bite another guest, that guest could sue the hotel as well as the owner. 

A signed waiver is a layer of protection, it won’t stop someone from suing, but it helps demonstrate the owner accepted responsibility and was aware of the rules.

Include statements such as “Guest agrees to be fully responsible for any injury or damage caused by their pet to any person or property on hotel premises” and maybe even mention that the hotel reserves the right to charge the credit card on file for such damages. Also, note that the hotel is not responsible for loss or injury to the pet. This covers you if, say, a dog slips out the lobby door, you don’t want to be liable if a pet is lost (aside from the moral duty to help find it). 

It’s a lot of legalese, but keep it concise. If you want to maintain a friendly brand tone, incorporate the waiver points into a combined “Pet Policy Agreement” that blends the rules and the legal bits into one document the guest signs.

Damage and Cleaning Fees - As part of the policy (and possibly reiterated in the waiver), clearly state how damages will be handled. We covered routine fees earlier, but for extraordinary damage, like a pet that chews up furniture or stains a carpet badly, you have the right to charge the cost of repairs or deep cleaning.

Local Laws and Regulations - Check if your city, state, or country has any specific laws regarding pets in lodging. Some places might require hotels to allow service animals or might have rules about how to dispose of pet waste, noise ordinances, etc. If you operate in an area with breed-specific legislation (some cities ban or restrict certain breeds), clarify how that interacts with your policy.

Insurance - Speak with your insurance provider to see if allowing pets impacts your liability coverage or if they require you to have certain rules. Some insurance policies might exclude incidents related to certain breeds or animals unless you take specific precautions. You may need to add a rider for animal liability if it’s not automatically covered. The last thing you want is to find out an incident isn’t covered because it was an excluded risk. If you have the waivers and reasonable rules, you’re showing “best efforts” to mitigate risk, which insurers like. 

Pet Left Alone & Emergency Procedures - If a pet is left unattended, against policy or with permission, and is causing a disturbance or appears to be in distress, your team should have a protocol. Many policies state that if the hotel must intervene (like remove a pet from a room due to constant barking or an emergency), the owner will be charged a handling fee. 

Staff Training: Turning Policy into Practice

Even the most comprehensive pet policy will fall flat without staff understanding and enforcement. Your employees are the ones on the ground interacting with guests and pets, and their actions will determine how smoothly your pet-friendly operations run. Training your staff on the pet policy is as important as training them on any other standard or service in the hotel. Additionally, fostering a positive attitude towards pet guests among staff is key; dogs can sometimes be unpredictable, but if your team is prepared, they can handle issues calmly and keep the hospitality flowing. Here’s how to ensure your staff is empowered:

Train on Policy Details - All customer-facing staff (front desk, concierge, reservations, housekeeping, security, F&B where relevant) should know the pet policy inside and out. This includes seemingly small details like which floors are pet-friendly, where the pet relief area is, and what the fees are. Front desk should confidently answer questions like “Can I take my dog to the pool?” or “Is there a place I can get dog food nearby?” If you provide a local dog-walking map or vet info, ensure the concierge and front desk have it handy. Housekeepers should know a pet is in a room before entering, so there needs to be communication. 

Pet Handling 101 - Not everyone is a “dog person,” and that’s okay, but in a dog-friendly hotel, staff at least need a basic comfort level around animals. Offer some training on animal behavior and handling – for example, how to safely approach a dog (ask the owner first, extend hand calmly for a sniff, no sudden movements). Remind staff never to surprise a pet, and to watch body language. If a pet is nervous or growling, staff should know to give it space and perhaps involve the owner. Some hotels make a policy that housekeeping only cleans a pet-occupied room if the owner is present; whatever you decide, train accordingly. 

Avoiding bites and scratches is part of workplace safety, for example, teach that if a dog is alone in a room against policy, don’t attempt to enter; call a supervisor.

Enforcement with Empathy - Enforcing rules is part of the staff’s job, but it should be done tactfully. Train your team to handle common issues diplomatically: if a dog is barking nonstop, instead of immediately threatening a fee, the front desk can call the guest and say, “We wanted to let you know Snoopy seems a little upset, he’s been barking. Is there a time you’ll be back to check on him? Other guests have noticed the noise, and we want to make sure he’s okay and keep everyone happy.” This approach frames it as a concern, not a complaint,

If the barking persists, the next step can be firmer. “We do need you to come back and attend to Snoopy as soon as possible, as per our pet policy regarding disturbances.” Provide your team with a protocol for escalating issues, first, a friendly call or reminder, then perhaps a manager for a second warning, then, if needed, charges or asking the guest to make other arrangements.

The staff should also know what to do if, say, a dog makes a mess in a public area. Probably, someone from housekeeping needs to be alerted for sanitation, and perhaps the owner should be kindly asked to use the relief area next time. Correcting behaviour without shaming the guest is a skilful art in hospitality.

Consistency - Consistency in enforcing the policy is crucial. If one staff member lets a guest off-leash in the lobby because they’re cute, and another enforces a leash, guests get mixed messages. Make sure the whole team is consistent. A tip is to have a quick debrief if any pet-related incident happens, so everyone knows how it was resolved and what the standard and protocol are. 

Staff training turns your pet policy from words on paper into real, tangible practice. When your team understands the why and how of the policy, they can enforce it in a way that is consistent with your brand’s hospitality values.

Craft A Win-Win for Your Brand and Your Guests

Crafting a pet policy that aligns with your hotel’s brand is both an art and a science. It requires balancing rules and restrictions with warmth and welcome, ensuring safety and cleanliness while celebrating the joy that dogs can bring to travel. When done thoughtfully, a pet policy enhances your brand integrity and creates a win-win scenario, dog owners feel truly appreciated and will return (and recommend you) at higher rates, and your hotel benefits from their business and goodwill, all without compromising the experience of guests who don’t have dogs.

The best pet-friendly hotels integrate their policies seamlessly into their operations and culture. By covering all aspects – access, restrictions, fees, services, amenities, communication, legal, and training – you create a comprehensive framework that leaves little to chance. It’s always easier to handle exceptions or surprises when 95% of the expectations are clearly set and met.

When issues do arise you have protocols in place to resolve them smoothly.

In implementing your pet policy, listen to feedback and be willing to adjust. Maybe you started with a weight limit but found that excluding Labradors wasn’t necessary. Maybe you realise an amenity you offered isn’t used, and you can replace it with something guests actually ask for. Like any part of the hospitality business, it’s an iterative process. Encourage your staff to share their experiences, they might have great ideas on how to improve service or efficiency. 

In the end, a pet policy done right becomes a distinctive asset for your hotel’s brand. It tells a guest, “We thought about everything that matters to you, even the furry member of your family.” It demonstrates that your brand values extend to empathy and inclusivity. And for many guests, that message is powerful. 

They’ll repay it with loyalty and cheerleading for your hotel to fellow pet lovers. 

Do it with intention, keep it consistent with your brand’s voice and standards, and you’ll find that a pet policy isn’t just a set of rules, it’s a strategic extension of your hospitality, one that can help your hotel punch through the pet-friendly noise.