"Can we bring our dog?" looks like a yes-or-no question, but a short "yes" often leads to three more e-mails: How much does it cost? Can she stay in the room while we eat? Can we have a room on the ground floor? A complete first reply saves time for both of you — and a clear no saves the guest from a disappointing arrival.

What the guest needs to know

Answer these questions in your first reply and you rarely need a second one:

  1. Is my pet allowed? Dogs only, dogs and cats, any size, or a limit on number and size.
  2. What does it cost? Per stay or per night, and whether it is added to the bill.
  3. Which room? Many hotels keep certain rooms for pets — for example on the ground floor or with direct access outside.
  4. What are the rules? Left alone in the room, on beds or furniture, in the breakfast room or restaurant, on a lead in common areas.
  5. What is nearby? A place to walk the dog, and anything you can provide (bowls, a blanket, treats at reception).

Template 1: Yes, pets are welcome

Template: pets welcome

Dear [Guest name],

Thank you for your message — [pet's name / your dog] is very welcome at [Hotel name]!

I have noted on your booking that you are bringing [a dog / a cat], and we will prepare a pet-friendly room for you [on the ground floor / with direct access outside].

A few house rules for four-legged guests:
• Please don't leave your pet alone in the room [unless it is in a crate].
• Pets are not allowed on beds or in the breakfast room.
• Please keep dogs on a lead in the hotel and garden.

There is a good walking path [description / distance]. Let us know if you need anything for your pet during the stay.

Warm regards,
[Your name]
[Hotel name]

Template 2: Yes, with a fee

Template: pets allowed with a fee

Dear [Guest name],

Thank you for asking — yes, you are welcome to bring [your dog / your cat].

We charge a cleaning fee of [amount] [per stay / per night] for pets, which will be added to your bill. I have noted the pet on your booking and reserved one of our pet-friendly rooms.

Please note:
• Maximum [number] pet(s) per room [and up to [size/weight]].
• Pets may not be left alone in the room.
• Pets are not allowed on beds or in the breakfast room / restaurant.

We look forward to welcoming you both.

Warm regards,
[Your name]
[Hotel name]

Template 3: No pets — kindly

Template: pets not allowed

Dear [Guest name],

Thank you for your message. Unfortunately we cannot accept pets at [Hotel name], as we keep all our rooms free from animals for guests with allergies.

If it helps, [name of kennel / dog sitter / pet-friendly hotel] is [distance] from us and may be able to help: [contact or website].

We would still be very glad to welcome you, and I hope you find a good solution for [your dog].

Warm regards,
[Your name]
[Hotel name]

Template 4: Guest with an assistance dog

Do not answer an assistance dog question with your standard pet template. Assistance dogs are usually treated differently from pets — check the rules that apply in your country, and let a person review the reply if you are unsure.

Template: assistance dog

Dear [Guest name],

Thank you for letting us know that you will be travelling with your assistance dog.

We have noted this on your booking. [Your dog is welcome in all areas of the hotel, including the breakfast room.] Please tell us if there is anything we can prepare to make your stay easier — for example a room near the entrance or close to an outdoor area.

We look forward to welcoming you.

Warm regards,
[Your name]
[Hotel name]

Example: how BookingWatch answers

A typical pet question, and the reply BookingWatch drafts from the hotel's pet policy and the booking:

Write the pet policy once

Pet questions are quick to answer when the policy is written down. Agree on the points below and share them with your whole team and your AI assistant. The examples are only examples — set your own:

DecisionExample policy
Which animalsDogs and cats; other animals on request
How manyMaximum 2 pets per room
FeeA fixed cleaning fee per stay, added to the bill
RoomsOnly rooms 101–106 (ground floor, garden access)
Alone in the roomNot allowed, unless in a crate
Breakfast room and restaurantNo pets; terrace allowed
DamageExtra cleaning or repairs charged at cost
Assistance dogsNot treated as pets; staff check the rules that apply
Hand to staffUnusual animals, more pets than allowed, complaints about animals

Best practice: make dog owners want to come back

  • Put the policy on your website and in the booking confirmation, so many guests have the answer before they ask.
  • Mark the booking. A note on the reservation means housekeeping, breakfast staff and the next receptionist all know.
  • Small things matter. A water bowl, a towel for muddy paws and a map of walking paths cost little and are remembered.
  • Protect allergy guests. Keep pets to specific rooms and say so — it is a good answer to guests who ask whether rooms are animal-free.
  • Consider a pet package (bed, bowl, treats) at a fixed price, if you have many dog owners.

Common mistakes

  • Answering "yes" without the fee and the rules, so the guest is surprised at check-in.
  • Not noting the pet on the booking, so the guest gets a room on the third floor next to an allergy guest.
  • Different answers from different staff because the policy only exists in someone's head.
  • Answering an assistance dog question with the pet template.
  • A blunt "no pets" with no help — when one sentence about a nearby kennel would have kept the booking.