Comfort Inn Edinburgh - Columbus

On February 10, 2026, I spoke with Christi, the General Manager, about being denied accommodation the previous evening because of my federally protected service animal. She repeatedly interrupted me and said the hotel should be allowed to ask for service animal documentation, which the ADA does not permit. When I asked to escalate the matter, she said nobody was above her and gave me no clear corporate contact. She said the call was being recorded and asked whether a one-night stay would satisfy me. That was inappropriate and added stress to what was meant to be a family vacation. I’m now contacting corporate for a formal review. Guests with disabilities deserve ADA-compliant treatment and respect. Christi also said she didn’t know who to call, but that the owner had seen us on camera. The owner who replied to the post never contacted us. Reservation under Ronald Johnson Horrible customer service and ADA violation by front desk receptionist My experience with Sophia at the front desk was extremely upsetting. I have a legitimate Service Dog, but she asked questions that the ADA doesn’t allow. I calmly explained the law and even gave her the ADA 1-800 number so she could check. She copied paperwork, said she would charge a pet deposit, and planned to mark my door as having a pet. Service dogs aren’t pets and aren’t subject to pet fees or identification. She also threatened to call the police because she didn’t understand the law. At one point, rather than doing her job, she went outside to smoke cigarettes and talk with a man, apparently assuming we had left. The whole encounter was discriminatory, unprofessional, and stressful. Front desk staff need proper training on federal ADA service animal laws so guests aren’t harassed and situations like this don’t escalate unnecessarily. I’ve already contacted customer relations and plan to take this further. I hope management treats it seriously and provides immediate training so this doesn’t happen to anyone else. February 09, 2025 approximately at 6:45 pm