A Study on Pet-Friendly Resort Experience: Policies, Practices, and Guest Satisfaction

Abstract

The rise of pet-friendly tourism has significantly transformed the hospitality landscape, driving resorts and accommodations to adjust their services to meet the needs of travellers who bring their pets. This study investigates the policies, operational practices, and guest satisfaction factors that shape the pet-friendly resort experience, using a systematic qualitative approach. A comprehensive literature review guided by the PRISMA framework was conducted to identify established policies, service models, and implementation gaps in pet-friendly accommodations. To complement the review, focus group interviews were carried out with ten stakeholders from pet-friendly resorts in Iloilo, Philippines—including resort managers, frontline staff, and pet-owning guests—selected through purposive sampling to ensure relevant and diverse insights. Thematic analysis using NVivo software was employed to analyse the collected data and extract key patterns related to service quality, guest expectations, policy clarity, and operational challenges. Findings reveal several critical drivers of guest satisfaction, including stringent cleanliness standards, availability of pet amenities, and measures that ensure pet safety and comfort. However, the study also identifies notable challenges that resorts commonly encounter, such as managing disruptive pet behaviour, addressing liability and safety concerns, and handling the increased maintenance demands associated with pet-friendly facilities. Successful strategies observed among well-performing establishments include clear and consistently enforced pet policies, designated pet-friendly areas, enhanced cleaning protocols, trained staff capable of addressing pet-related issues, and effective communication with guests before and during their stay. The study emphasises the need for standardised guidelines, transparent policy communication, and improved operational frameworks to create a balanced environment that accommodates both pet-owning guests and non-pet travelers. The insights generated offer practical recommendations for resorts seeking to strengthen their pet-friendly services and enhance overall guest experiences. Future studies are encouraged to explore the economic contributions of pet-friendly tourism, the integration of technology in pet-service management, and the long-term effects of pet-inclusive policies on guest loyalty within the evolving hospitality sector.