Should hospitality venues take pets?
From man’s best friend to one of the family, pets have become more than just a faithful companion - they are an integral part of many people’s lives.
More and more people now plan their lives – including their travel and leisure activities – around their pets, so being pet-friendly can bring huge benefits to many companies and organisations.
Scottish brewer Brewdog, for example, allows employees at its US brewery to bring their pets to work with them and, last year, even announced a new ‘pawternity’ policy, giving workers who adopt a puppy or rescue dog one week’s paid leave to look after them.
The same goes for hospitality venues. Back in 2016, Hotels.com reported a “huge increase” in the demand for pet-friendly hotels. At the time, a quarter of its 325,000 listed hotels allowed pets.
It’s no surprise then that a staunch no-pet policy can be enough to alienate many potential consumers, especially those as dedicated to fulfilling the wellbeing and enjoyment desires of their beloved Flopsies, Mopsies and Cottontails as their own.
But when it comes to animal inclusivity, what is appropriate? As highlighted by Hotels.com, many hotels around the world are now pet friendly and their approach goes from one extreme to the other; from a simple ‘pets welcome’ to full-on five star treatment…
The Park Hyatt Vienna, for example, not only aims to be as pet-friendly as possible, but will even arrange for dogs to go to the opera without their owners (if allowed by the venue in question).
If an owner fancies an evening away from their furry friend, staff members will step in to keep them company. In fact, there isn’t much the hotel won’t do for its canine counterparts, admitting that for them, “the sky is the limit”.
Similarly, the Milestone Hotel in London, has its own ‘pet concierge’ to ensure that pets, from dogs and cats to parrots and rabbits, enjoy their stay as much as their owners.
Prior to their arrival, a guest will receive a pet preference form asking for specific details like breed, size and even food preferences, which the hotel caters to thanks to its extensive menu for cats and dogs.
However, such service comes at a cost. The Park Hyatt Vienna’s “Very Important Dog” programme costs €35 (£27), with additional charges for food and other services, such as dog walking or sitting.
The Milestone, meanwhile, takes a £1,000 returnable deposit in case of any damages.
So, even those venues that pride themselves on providing as high a quality of service for pets as their owners, have contingency plans in place to deal with any potential issues.
But while hotels largely aim to offer their guests a home-away-from-home experience – albeit a more luxurious one – and their staff are trained to go above and beyond in offering great customer service, what about those venues in which guests find themselves in slightly closer confines?
While being non-pet friendly can alienate animal lovers, similarly, venues run the risk of alienating those who dislike animals or are perhaps allergic.
In hotels, pets can be kept to their rooms, but in venues such as restaurants or music venues, keeping pets under control can be more difficult. Not everyone wants to share a dining table with a furry companion or battle to hear over the barks when listening to their favourite band. And then there’s the question of toilet breaks…
It’s important for hospitality venues to go above and beyond for their guests – that is, after all, their main focus – and adapting to the needs and wants of consumers is important, but it’s equally important to strike a balance and take into account that a person’s experience is an individual as they are.
Many venues today class themselves as ‘adults-only’ and with the growing influence of pets, perhaps it’s worth considering a similar strategy
For those happy to accept pets, it’s important to make this clear in all marketing and branding so no-one has a surprise when they show up. It’s also important to make it clear where in the hotel or venues pets are allowed and where, if anywhere, is strictly ‘humans only’. As with family rooms, perhaps you could offer ‘pet-friendly’ rooms which are specifically designed with the relevant facilities.
Venues should also list guidelines for owners, outlining what is considered acceptable behaviour and what is not. For example, should pets, such as dogs, be kept on leads in public areas? And what are the rules for clearing up after their pets? No-one wants to be stepping in any unexpected little accidents in the main foyer if they can help it.
As with any stay, a venue needs to consider the enjoyment of all guests, so it’s important to weigh up all the options. Above all, pet-friendly policies need to be well managed by the venue, so as well as your guests, are your staff on board and willing to step in and help? Plus, are you doing it for the right reasons?
If your venue has never had any requests for pets to stay or attend, is it worth it? Similarly, is it something you could do on an ad hoc basis, perhaps offering pet-friendly weekends which others can avoid if they’re not so keen or certain events targeted specifically at pets and their owners?
Like all decisions made in the hospitality industry, it’s important to put the needs of the customer first when considering any changes to policy – whether they be human or animal and make sure the decision is in the best interests of all involved.
