With the growing trend of pet ownership, the hospitality industry has recognized the need to accommodate pet-friendly services. This research investigates the moderating influence of pet-friendly amenities (PFA), service quality (SQ), hotel pet policies (HPP), customer satisfaction (CS), and purchase intention (PI) with the mediating effect of customers’ emotional attachment to pets (CAP). A structured questionnaire was developed based on validated scales, and data were collected from 396 pet owners in Maharashtra who had stayed in pet-friendly hotels at least twice in the last five months. Structural Equation Modeling (SEM) was employed to analyze relationships among the constructs. It also reveals that the hotel pet policy has the most significant impact on customer satisfaction compared to pet-friendly facilities and service quality. Furthermore, there is a positive relationship between the level of emotional attachment to pets and purchase intention, while customer satisfaction has a positive influence on PI. These findings imply that this research can be useful in determining that well-structured pet policies and improved service quality increase customer satisfaction and, hence, purchase intention. By demonstrating that pet-related services play a part in customer behaviour, this work extends the hospitality and marketing body of knowledge. Managerially, it offers hotel operators a way of understanding how to create policies that will attract pet owners, hence improving brand loyalty and profitability. The current study has some limitations that can be addressed in future research; these include investigating the effects of cultural differences and the part played by digital media on the customers’ perceptions of pet-friendly accommodations.