Service Animals

Step 1:

Request Documentation

• When a guest notifies us about a Service Animal or ESA, we must request documentation for our records.

• Accepted Documentation:

  • A letter from a licensed medical or mental health professional (e.g., doctor, nurse, physical therapist, social worker, psychologist, psychiatrist, therapist).

  • Alternatively, we accept the U.S. Department of Transportation Service Animal Air Transportation Form.

• Unacceptable Documentation:

  • Online "ESA Certificates" are not accepted, as these can be obtained for regular pets without the sign off from a heath professional.

Step 2:

Communicate with the Guest

1. • Use the Guesty Saved Reply: Service Animal/Emotional Support Animal (ESA) to request documentation from the guest.

   • Modify the saved reply as needed to fit the guest’s specific situation before sending.

Step 3:

Update Property Management System

1. • Create a task in Breezeway to track the Service Animal/ESA request, assigning it as follows:

     • Property: Assign the task to the relevant property.

     • Inspection Type: Select “Guest Service Animal/ESA Request” template.

     • Description: Fill in relevant details for tracking.

     • Date: Assign to today’s date.

     • Team Assignment: Assign the task to the communications team members for visibility.

     • Save the task.