Extended STAY AMERICA Manager Chris Newell, and Assistant Manager Velma Denied Services Salt Lake City Utah

I’m a 100% service-connected retired U.S Army Veteran due to Organic Personality Disorder, I have two service dogs, one still under training, I have a letter from the Veterans Affair Stating that I rely on My service dogs to recognize my specific health and personality changes and to respond to them as trained.  On 02/11/2024 I called Extended STAY AMERICA and made a reservation for Confirmation No # 9718315527, Stay Details, Check in Date:  Feb 11, 2024, Number of Nights:213, Check Out Date Sep 11, 2024, Check In Time: 03:00:00 PM.  Upon this reservation, I advise the representative that we were going to check the property to make sure it was to our likings.  She assured me it would be no problem.  When we arrived at the property, we left my service dogs secured in our SUV until we checked the room. We entered the front office and proceeded to identify ourselves to the assistant Manager named Velma, she asked, where were my service dogs.  We told Velma that my service dogs were left in the car because we wanted to check-out the room, before we got the dogs out of the car. Velma guided us to the assigned room, which by the way, it wasn’t anything like in the pictures provided on the website. The room was very small and was carpeted, with smell The picture on the hotel website showed a beautiful large room without carpet. We told the assistant manager that this room wasn’t anything like the one in the website pictures. she replied, yes because we are assigning you a pet friendly room. I made her aware that my dogs weren’t pets, that they were working/service dogs and that she could not just assigned me a pet-friendly room. I said assigning a pet friendly room, was in direct violation of the ADA directives. She got very upset and kept on arguing and telling me that they always assigned service dogs to pet rooms because they were considering as pets.  I told her, I wanted to see the manager, she said I'm the assistant manager.  I insisted on seen the manager. At this time, we left the room and returned to the front office, she went directly into the manager's office. The manager came out to the front desk with a very defiant body posture and loud voice, and asked, where are your services dogs.  I said, they are in the car, because we wanted to check out the assigned room before we made a decision. The manager in a loud tone, told me, your dogs are not service dogs, because service dogs had to be with the handler at all times. I tried to explain that he was wrong by assuming they weren’t service dogs, and that the ADA does not require constant presence, but he was being so loud and offensive with his body language, I just told him that he didn’t need to get so hostile. While all this was going on, the assistant manager proceeded to tell us, that they were actually denying Hotel services and we could make an official complaint to the corporation. the manager in a very hostile way, handed me a business card and said, “here is my name”, and proceeded to point out at the door.  I told the assistant manager that I would like to have the reservation Showing I was denied services and signed. she did so and handed me the copy and we exited the front office.