Quality Inn review: Unlawful service animal fee

Subject: Formal Complaint Regarding Unlawful Service Animal Fee – Quality Inn Kilmarnock, Virginia

On September 13, 2026, after driving for many hours, I stopped for the night at Quality Inn Kilmarnock, located at 599 North Main Street, Kilmarnock, VA 22482, so I could rest and continue my travels the following day.

Upon checking in, I informed the host that I was traveling with my registered service dog. I was then advised that a $100 non-refundable fee would be charged to my account because of my service dog.

I want to make it clear that, under the Americans with Disabilities Act (ADA), hotels and other places of public accommodation generally cannot charge additional fees or deposits for service animals, even when they charge fees for pets. Guests may be held responsible for actual damage caused by a service animal, just as other guests are responsible for damage they cause, but a blanket service animal fee is not permitted.

I called the hotel today and spoke with the manager, Nick, who provided me with the same information regarding this fee. I am extremely disappointed that both the host and the manager appear to be unaware of, or unwilling to follow, federal disability access requirements.

I am requesting that Quality Inn corporate headquarters investigate this matter immediately, clarify the hotel’s service animal policy, and ensure that all managers and front-desk personnel receive proper ADA compliance training.

I expect written confirmation that the hotel’s staff have been informed of the applicable federal requirements and that this situation will not happen to other guests with disabilities.

It is unacceptable for travelers with disabilities to face additional financial penalties for traveling with a service animal. Please take this complaint seriously and address this matter promptly.

I expect a response from corporate headquarters outlining the corrective action taken. If this issue is not resolved, I will consider filing a complaint with the appropriate federal authorities.

Quality Inn needs to educate its managers and front-desk staff about the ADA before this becomes a larger legal matter.

Sincerely,

A concerned guest