Tara Lienemann

We went here for a wedding and brought our dog who is my emotional support animal (ESA). I have all the paperwork and an ID card for him. Upon check-in I was informed that we can have the $200 pet fee waived since he is a service animal, which I though was very generous and accommodating. When we checked out 3 days later, I saw the charge on the receipt. The nice man working the front desk saw in their records that he was listed as an ESA, apologized, and said he was removing the fee and gave me a new receipt. We noticed that over a week later the charge was never actually refunded. I called the resort, and they were very rude to me, explaining why an emotional support animal cannot be a service dog and said, "it is not like you are going blind and need him." It is so inconsiderate to undermine the mental health of an individual and minimize their coping methods, whether that be with the love and security from a fur baby or medication, especially when you don't have a Doctorate. I wasn't even aware of the refund, it was brought to my attention at check-in, the money is not the issue it is just the matter of principle and humanity to treat others with respect. My generalized anxiety and depression disorder was mocked by the front desk and financial department of this business, and they should be ashamed to display inhumane characteristics. They also told me I should have taken the names of the woman who checked me in and the man who checked me out in order to get my refund, refusing to look up who was working or logged to verify my points of contact. That should have been my responsibility, I "should have taken names of everyone". I didn't realize I needed to do so at such a "high end" resort. So, make sure when you there that you keep names of those you come into contact with, in case there is an issue, they will not help you and will only mock you.