We made a reservation through Agoda for this place and we had requested a smoking room as the deposit was only $20 as opposed to a non-smoking room which was $60. We didn't get there till about 2:00 a.m. in the morning and after Agoda not wanting to work with us we decided to take the non-smoking room but we only had 20 to put down for the deposit. They allowed us to stay and we crashed as we are exhausted both of us are veterans and currently at this particular time we are also homeless. We also have a service animal with us. By law we do not have to state that we have a service animal neither does the animal regardless of the policy or having no pet policy the animal is allowed to stay as a service pet. Following morning we get banging on the door from one of the staff members and first thing she said is we needed to go because we did not pay the rest of the deposit. Thing is only 9:30 in the morning and we were only told that we had to pay it by tomorrow we did not know we had a time frame. The next thing she said was that the dog needed to go or that we needed to go because of the dog. when I told her there was not a pet that was a service animal she violated the American disabilities act by first asking what kind of disability like partner had and then said she wanted to be given a demonstration on what this animal did also a violation. I was very upset about this and I gave this individual an opportunity to recount on her statement but she refused to. People obviously do not know the laws on service animals and they continuously trip over their feet as a result I made a report with the attorney general's office. They do not understand who the attorney general is and the kind of problems that it can bring them so they continued on harassing us telling us that we need to take the service animal with us when we left the room which is not true. She said that the service animal had to be on a leash next to us at all times. I find ironic that people who are not disabled who know nothing about service animals nor a disabilities want to tell you about a disability and a service animal. Rather ironic but nevertheless the ignorance remains the same as with these people are obviously ignorant and did not understand that they were getting their self further into trouble. Need to say that this continued on throughout the rest of the day and to finally one staff member who was actually decent and kind after we explained her what this service animal did she explained it to the owner and that was the end of that for that day. The following day when going to check out the person at the front desk one of the people I dealt with the day before another low-end low budget place another low end low budget cut customer service orientated not having any customer service experience this ignorant staff member proceeded to tell me that they were not going to give me back my deposit. according to agoda's website check out time was 10:30 a.m. I guess people need to get all on the same page when it comes to these advertisements however we were not informed until 9:56 a.m. that check out time was at 10:00 a.m. needless to say that we did not have our stuff together but we were out of there by 10:30 this employee refuse to give me back my deposit stating that we are not out by a certain time which is again a violation of the law. That deposit is to be held in the event that there's any damages that's what it states. Unless there's something otherwise stated this is what the person was supposed to do and they refuse to do so. Further digging themselves a ditch. I'm not only seeking compensation for my troubles for my distress and the fact that I was not able to get work done I needed to get done but also the fact that they willfully violated the federal law on the American disabilities act and did so willfully and with impunity did not care. I'm also seeking to be completely refunded. And I intend to see this fully through to the very end. I cannot stand these low budget places that have no oversight with people who think they can just do what they want because they get accustomed to deal with drug addicts and prostitutes and all the rest of the ilk of society. So they treat everybody the same. This place is despicable it's dirty it's filthy it should be condemned.
Desired outcome: Compensation and complete refund
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