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Service dog denied entry into hotel lobby

GIDDINGS, Texas – Two-year-old Clue is a certified service dog.

Everywhere 3-year-old Kasen goes, Clue is right there by his side.

“It’s a brother relationship, and Clue has definitely been family since day one,” Brittany Smith said.

Kasen suffers from a rare and severe form of epilepsy called Dravet Syndrome and has a lot of nighttime seizures.

“If he has a seizure, Clue will protect him, put pressure, make sure nothing will fall on him. He will actually stay with him until my son regains consciousness,” Smith said.

Brittany Smith attended a work function this Saturday in Ledbetter.

Instead of driving straight back to Houston, she and her family checked into the Ramada in Giddings.

She says they even did their research to make sure service animals like Clue were welcome. But when they went to check in, Brittany says she noticed this sign in the window that read, "No pets allowed in the lobby, breakfast area, no exceptions."

Everything was fine until the next morning.

They were about to eat breakfast when Smith says the hotel clerk and manager told her dad Clue wasn’t welcome.

“It was dismay and then it was anger, then annoyance, and finally I was like, 'Let's just go,'” Smith said.

Smith filed a complaint under the Americans With Disabilities Act and also took to social media to make the hotel’s parent company aware of the situation and to raise awareness about the value of service dogs.

“I think the more we put our education out there about what we know, the more people who are educated, we are not going to hit those barriers like we did yesterday,” Smith said.

Channel 2 contacted Wyndham, the hotel’s parent company.

Rob Myers, a spokesperson, released this statement:

“We’re deeply troubled by these allegations, as they in no way reflect our brand values or our expectations of franchisees. While we do not own or operate this hotel, please know we are treating this matter with the seriousness it deserves and investigating with the hotel’s owner.”