First off, I want to say my ESA pet and I travel domestically and internationally and I always make sure the hotel allows my ESA pet.I was really disappointed with my stay at Hyatt Place Milford / New Haven because of how they handled my emotional support animal.It wasn’t an argument at all I calmly explained that my dog is an ESA and that I have physical documentation but the front desk lady refused to even see the certificate. She still told me I had to pay the pet fee. I ended up paying it just to avoid a situation at check-in because I was doing a long drive visiting family for holiday, but I was very disappointed. I should not have to pay extra for my emotional support animal, especially at a pet-friendly hotel, and this has never been my experience at other hotels. What made it worse was how it was handled: no real explanation, no empathy, and no offer to ask a supervisor or manager. It felt dismissive and like they didn’t care, just “pay it anyway.” I travel often and I’m a longtime Hilton Honors member (Platinum), so I’m used to better service and clearer communication. This experience was not that. If this is truly their policy, it should be made very clear upfront before guests arrive not sprung on you at check-in. I won’t be staying here again, and I plan on taking this up with corporate/headquarters.