This has been the 3rd time I had boarded my dog there. There was reservation issues when I dropped her off this time as it seemed a report card of $8/per day was added to my reservation that I did not add. In addition, after confirming a bath with staff 2 weeks ago and confirming it via text with the manager 4 days ago, I picked her up today and was told she did not get one. After I asked why when it had been confirmed both in text and in person, I was told that was the manager's fault as she did not delay the message. They offered to give her a quick bath without drying her. After getting my dog home, she drank half of her water bowl. Was she not given water at all today? all of this - unacceptable. I will not be returning.
Response from the owner · a year ago
Thank you for your feedback. I’m sorry to hear that your experience didn’t meet your expectations.
Regarding the report card fee, it was added at the time of booking, not manually by our staff. We took the time to contact you out of courtesy, to make sure this was correct. When we found out, it was added in error, it was removed and you were never charged. We do everything we can to look out for our clients best interest. We understand this was frustrating and we are continually in communication with our software carrier to improve these functions and online options.
As for the missed bath, I understand how disappointing it was to arrive expecting your dog to be bathed. While you had communicated your request, it unfortunately did not make it into our system due to a technical glitch. We certainly don’t take that lightly and offered you a bath at pick up, including a blow dry and a towel to take home for your car. After you refused, you were contacted immediately, via text and offered a free day of daycare to include a bath. While it is a frustrating situation, we did everything in our ability to contact you, including text, phone calls, and email to correct our mistake, apologize and make it right.
In regard to your concern about your dog drinking water when she got home — please rest assured that fresh water is available to all dogs in our care at all times. This is a standard we take very seriously and a very untrue criticism. It’s also quite common for dogs to drink more than usual when they return home, often due to excitement or the change in environment, not dehydration.
We’re proud of the high standards we’ve maintained over the last 10 years and have never received a legitimate one-star review until now. Your dog, Zoey, has had multiple great stays with us, and we’re truly disappointed that a single technical error led to this outcome. We wish you both the best.
