THE QUESTION: “CAN MY EMOTIONAL SUPPORT CAT RIDE IN MY BACKPACK WHILE I SKI?”

Legal requirements for “service animals” and “emotional support animals” (ESAs) differ. Per the ADA, service animals are “trained to perform a task directly related to a person’s disability.” ESAs are not considered service animals, “because providing emotional support or comfort is not a ‘task.’” 

A service dog, for example, might have the “task” of reminding a person with depression to take their medication, but the therapeutic benefits of an ESA on that same person aren’t as black and white. 

A service animal is generally allowed anywhere that the public is, while an emotional support animal is not. Airlines, for example, are no longer required to accommodate ESAs. And snowsports areas? While none of these answers stood out as outstanding, it seems they run the gamut when it comes to these furry friends with benefits. 

Been asked an interesting question this season? Send it to sarahw@saminfo.com for the Spy to pose to other mountains! We won’t tell anyone the question came from you. Plus, if we use it, your ski area will be immune for that issue. 

Special thanks to Jeremy Cooper, Boyne Resorts VP of mountain sports development, and his service dog Sundance for helping to guide this Spy question. 

MOUNTAIN 1, NH 

First Contact: Female.

SAM: Stated question.

Staff: (very enthusiastic) Of course, sounds good. 

SAM: Great!

Staff: Just keep it zipped up and you should be good. If you have it all contained and all that, I don’t see why you can’t.

SAM: Sounds good. Do I need to check in with anyone before I get on the lift?

Staff: I would just take your lift ticket and go. I mean, if it was me, I would just go up and ski down. I don’t think you need to make a big announcement.

SAM: Sounds great. Thank you.

Staff: Yep, goodbye. 

Score: 6

Comment: She was helpful and supportive. Even better, she didn’t make me feel uncomfortable for asking what may seem like an odd question to some. Minus points for the “big announcement” comment, but maybe that’s just me.

MOUNTAIN 2, WA 

First Contact: Female.

SAM: Stated question.

Staff: Um…let me see. 

(long pause)

Staff: (sounding cheery) I’m double checking with my supervisor since it’s a little different. Animals are normally not allowed at the mountain or on the mountain during ski season. But I am double checking since you are not letting him or her walk around.

SAM: Thank you.

(long pause)

Staff: So, my supervisor just asked if you could send her an email so she could forward that to her manager and see if that is alright. Since it’s different from having an animal just walk around, she wanted to see if they would allow you to bring your cat.

SAM: That would be great.

Staff: Alrighty, cool. And I can give you her email whenever you are ready.

SAM: I am ready.

Staff: Her email is (states email), and if you could just shoot her an email she can see if we can allow that.

SAM: OK, great. Thank you.

Staff: No problem. Have a great day. Goodbye. 

Score: 7

Comment: Even though I didn’t get a clear answer, I appreciate them trying to find the right response and not guessing. And her positive attitude made me not mind having to wait on hold.

MOUNTAIN 3, ID 

First Contact: Female.

SAM: Stated question.

Staff: Umm… (sounding annoyed) that would be a question for... (long pause) our director of skier services. 

SAM: OK… 

Staff: Their name is (states name), and the best way to get a hold of them right now, or anybody on the mountain, is by email because they do not have a set schedule (annoyed and talking fast) and their email is (states email). OK?

SAM: I suppose! Thanks.

Staff: You are welcome. Goodbye.

Score: 3

Comment: Maybe it’s a touchy subject? Maybe she wasn’t happy that nobody had a set schedule yet? I do appreciate her trying to get me in touch with the right person. What I don’t appreciate is feeling like she would rather be doing anything else than speaking to me.

MOUNTAIN 4, WI 

First Contact: Female.

SAM: Stated question.

Staff: I wouldn’t see why not.

SAM: OK, would I have to check in with anybody before getting on the lift?

Staff: No, I don’t think so. (sounds unsure)

SAM: OK…is there somebody you could double check with as I don’t want to bring her and then not be able to take her skiing with me.

Staff: Umm…(clearly annoyed at me asking her to do more work) I guess. Let me see if I can find somebody else. 

(long pause)

Staff: My supervisor is out, but his email is (states email) if you would like to check with him.

SAM: OK, thank you.

Staff: No problem. Goodbye. 

Score: 4

Comment: She started off confident in her answer and then slowly started to waiver. I would rather wait on hold to find the right answer than have somebody guess.

MOUNTAIN 5, NJ 

First Contact: Female.

SAM: Stated question.

Staff: No, we don’t allow pets on the mountain during ski season.

SAM: OK, even if she stayed in my backpack the whole time?

Staff: No, unfortunately not. I know your situation is different since the cat wouldn’t be walking around the mountain, but we just don’t allow any pets.

SAM: OK, thank you for your help.

Staff: Yep, goodbye. 

Score: 7

Comment: I appreciate her trying to explain the rules of the mountain instead of just saying “no” or being impatient.

MOUNTAIN 6, PA 

First Contact: Female.

SAM: Stated question.

Staff: (totally snippy) Unfortunately, not. 

SAM: OK… even if I kept her in my backpack the entire time? I don’t need to go into the lodge or anything.

Staff: (sounding annoyed) We don’t allow pets. 

SAM: Oh, OK.

Staff: We only allow dogs for hotel guests, and they must stay in the room. 

SAM: OK, thank you.

Staff: Goodbye. 

Score: 1

Comment: It’s OK that the resort doesn’t allow pets (or ESAs?), but she was NOT nice about delivering that news at all. Ugh.

MOUNTAIN 7, MI 

First Contact: Female.

SAM: Stated question.

Staff: Yep, you would just need to keep them in the backpack.

SAM: OK, great. Is there anything I need to do when I get here to ski? Or can I just go up the lift once I get my ticket?

Staff: (super upbeat) Nope, just enjoy skiing! 

SAM: Sounds great. Thank you.

Staff: My pleasure! Goodbye. 

Score: 8

Comment: Chipper, straight to the point, and seems excited for the ski season, which was very rare compared to most of the cats I spoke to. 

Identity Revealed: The Highlands at Harbor Springs 

Debrief: 

The topic of emotional support animals versus service animals is tricky, and should be handled with empathy. It’s important for staffers to know what the rules are because there are legal protections for service animals in the United States per the Americans with Disabilities Act (ADA).Incorrectly denying access or services to someone with a service animal could result in a discrimination lawsuit. The ADA does not offer such protections for ESAs, as mentioned in the introduction. 

However, according to the ADA, “some State or local governments have laws that allow people to take emotional support animals into public places.” So, regardless of your resort’s pet policy, ESAs may need to be allowed, depending on your jurisdiction. 

That’s why we asked about bringing a cute and cuddly emotional support cat rather than a service animal—and some staffers correctly deferred to someone else who would know the policy at the resort rather than providing incorrect information. Others, of course, did not handle it as well.

Speaking of handling calls well, we’ll take this opportunity to remind anyone answering the phone: be nice. The value of a positive interaction with a human being cannot be overstated—nor can the lasting detriment that a negative interaction has on a guest’s impression of your resort.