Шок и ужас Shock and horror

We went for the weekend. We arrived late at night, checked in, walked past the reception with a cat bag (half the size of me, and I'm not short), the next day we walked past the same reception with the same bag, no one said a word, and when we were already leaving, we were put before the fact that we have been charged a fine for the animal. To say that I was shocked is an understatement. When asked why they didn’t say it right away, they couldn’t answer anything intelligible, except that they didn’t see anything, they don’t know anything, but we need to look at the site. Apparently, whoever does not look at the site should not enter the hotel. And on the site, by the way, I did not find a word about pets. In general, everything that was good was spoiled immediately and irrevocably. The front desk staff is completely rude and unprofessional. It seems that the hotel positions itself as something of a high level, but in fact it is a "money scam", like in some roadside motel. The animation was completely non-existent.