Cyndi Fosco, 51, who is blind, sightsees by sensation: The feel of sunshine, the smell of the ocean, the taste of food that is fresh and local.
When Cory and Cyndi Fosco arrived at their Vancouver hotel on Sept. 9 from Chicago, they were looking forward to five glorious days of vacation. They planned to explore the city, hike and meet some of Canada’s famously friendly people.
Cyndi, 51, who is blind, sightsees by sensation: The feel of sunshine, the smell of the ocean, the taste of food that is fresh and local.
What the couple didn’t expect was to be refused the room they had booked at Vancouver’s Residence Inn by Marriott, because Cyndi had a guide dog named Aaliyah with her.
Aaliyah was in uniform: A harness identified her as a working dog.
“Everything was fine at first,” said her husband, Cory Fosco, 54, who is sighted. “The gentleman was checking us in at the hotel. We had reserved a “City View High” room we had paid extra for. Then he saw the dog.”
That’s when everything changed.
The clerk told Fosco the hotel couldn’t accommodate them in their booked room, but would give them a room on the 4th floor, which was set aside for people with pets.
“Aaliyah is not a pet,” said Fosco. She is Cyndi’s eyes, responsible for Cyndi’s independence and her life.
The couple accepted the room change, but are speaking out to raise awareness after the incident left Cyndi feeling sad, angry and “less than.”
“That includes places like hotels,” said Pilon. “Not only do people have the right to access those spaces, they have the access to the same level of service, including that specific room they booked.”
Licensed guide dogs, like Aaliyah, are considered mobility aids, no different than a wheelchair. They’re also the superstars of service dogs, and earn their legal rights through rigorous training.
There is sometimes confusion about different kinds of service dogs: emotional support animals don’t need training and don’t have the access guide dogs do except for travel; therapy dogs are simply temperamentally suitable volunteers that can be granted visitation permissions, but have no rights.
It’s up to service providers to understand the guide dog legislation, said Pilon.
Adrian Patrascu, interim manager of the Residence Inn Vancouver, said he believes his employees were justified in barring the couple, with their service dog, from the room they originally booked.
“He was offered exactly the same room on the pet floor,” said Patrascu. “We have a policy to have animals assigned to a certain floor to protect guests that may have allergies. That’s what this policy is based on.”
Patrascu added that the hotel waives any additional pet fees for service animals.
Pilon said being placed on a floor with untrained pets can be detrimental for the service dog team: “There have been instances where a guide dog is around a pet that isn’t well-behaved.” An altercation with an untrained dog or injury can lead to that guide dog being taken out of service, said Pilon.
Losing the only set of eyes that Cyndi has is a risk she can’t afford.
Cyndi began to lose her sight in 2018 after being diagnosed with a connective tissue disorder. Before losing her vision, the mother of two drove, rode public transit and was involved in her community.
“I was in a dark place. It was a realization that I was going blind,” she said.
Losing her independence felt like losing her life.
Trying to gauge traffic with only her hearing was nerve-wracking. Danger was everywhere: a person rushing out of a building, a sandwich board on a sidewalk, an unexpected divot in the sidewalk.
“What helped me come out of that dark place was getting a service dog,” said Cyndi.
After extensive training together, they took their first walk.
“It felt like I was flying,” she said.
Cyndi said the denial of their booked room felt like being put in a corner again. She gets emotional thinking about it.
“We were being told we didn’t belong,” she said.
Patrascu said he apologized and offered compensation for one night’s stay, “which they refused.”
“We didn’t break the law,” said Patrascu, who added that there was room for improvement around referring to service animals as pets. “That may have created some frustration.”
The Foscos feel the issue is about more than words, and have filed a complaint with the B.C. Human Rights Tribunal.
“It’s important for all of us to help each other make this world a better place for everyone, not just for people with full abilities,” said Cyndi.
The couple accepted the room on the pet floor, determined to enjoy their trip. A jaunt to Squamish showed them just how kind most people are, said Cyndi.
Before boarding the Sea to Sky Gondola, they were asked to show Aaliyah’s licence — something Cyndi is happy to do.
Once her service dog status was confirmed, staff were informed, and everyone was treated with respect and dignity — including the dog.