I was extremely disappointed with my experience at Pawparazzi. What was supposed to be a 5-night stay somehow ended up costing over $1,000, and the pricing was never made clear upfront.
Multiple times, we were under the impression that the quoted price was for two dogs, not one. I even specifically asked the front desk staff about the pricing to confirm this, and it was still not clearly explained. Despite asking questions in advance, the final bill was far higher than what we reasonably expected.
When I tried to address the issue, there was no willingness to work with me or acknowledge the confusion. Clear communication and transparency around pricing are basic expectations, especially for a pet care business
Response from the owner · 8 months ago
Hi Mr. Burdick and Mr. Ruiz, we’re sorry to hear you were disappointed, and we want to clarify what happened so future readers understand the situation accurately.
When Lily completed her required Spotlight Evaluation, Mr. Burdick requested an estimate for boarding for her for 5 days. At that time, staff provided pricing based on the single dog present, as no second dog or multi-dog booking was discussed. Later, you booked boarding for two dogs in our premium Sunset Suite with solo enrichment and multiple add-on services. Pricing for each service is clearly itemized and applied per dog, per night.
For additional clarity, had Lily and Cooper boarded without elective upgrades, the total for two dogs for 5 nights in our Melrose accommodation would have been $510 or, $100 per night for both dogs, which is not overpriced in the market. However, at check-in, premium lodging, solo enrichment, and additional services including stuffed KONGs, baths, nail buffing, teeth cleaning, and daily photo updates were authorized, totaling $491 in elective services. This resulted in the final invoice of $1,001.
This follows the same standard as any service business, including your own, such as a doctor’s office…if you give a patient an estimate, it reflects the services discussed at the time and for that person only. When that person shows up but brings additional people and/or requests additional services, the final total will be much higher price than what was originally quoted for one person and one procedure. However, most service businesses would not allow that.
Also, during their stay, your dogs required separate accommodations after an interaction, which we handled immediately for safety. We did not charge you for the additional room.
All requested services were provided in full, including enrichment care, grooming add-ons, and daily updates.
At pickup, payment was completed without dispute regarding the care or services provided. The total reflected the services booked and delivered. This matter was later reviewed through your card provider’s formal dispute process, where our documentation and service records confirmed the charges were accurate and authorized.
We understand that totals can sometimes feel higher than expected when elective add-ons are selected at check-in, which is why we encourage clients to ask a staff member for a quick estimate at that time. It’s also helpful to communicate any added services with your significant other so that, if they handle pickup, they aren’t surprised, as was the case here.
We remain committed to clear communication, safety, and high-quality care, and we stand by the services provided in this case. We appreciate the opportunity to care for your dogs and wish you the best moving forward.
