We stayed at Hyatt Place Jacksonville Airport on June 24, 2025, booking through Hotels.com. We are a family of three adults traveling with our Emotional Support Animal (ESA).
At check-in, I specifically asked if there were any extra charges for an ESA and was clearly told by the front desk that there was no pet fee, just a $20 refundable deposit. My husband and daughter heard the same thing.
However, two days later, my credit card was charged $85.13 as a pet fee without any notice or receipt. When I called the hotel, they said they don’t waive pet fees for ESAs, only service animals — which completely contradicted what we were told at check-in.
I feel this was misleading and unfair, and I did not give permission for this extra charge. I tried to resolve it with the hotel, but they refused to refund me.
Be careful — get everything in writing and double-check your final bill! I do not recommend this hotel because of this lack of transparency and poor customer service.