We will not be boarding our two dogs here again overnight. The first two times we boarded, we booked luxury suites but never had webcam access, and thought all was well. However, this time we were giv... Read More
We will not be boarding our two dogs here again overnight. The first two times we boarded, we booked luxury suites but never had webcam access, and thought all was well. However, this time we were given the webcam passcode when we boarded, and it was enlightening.
A luxury run theoretically came with more bathroom breaks and constant access to a covered patio. Reality: The door to my dogs' patio was open maybe 1-3 pm and 5-7 pm. We dropped off at 10:30 am. Their kennel was dark, with no access outside, from 7 pm to 7:30 am. Saturday, again, the dog door was open 7:30-1 pm, and again 5-7 pm. Now here's the best part--the light was off and their dog door closed, with no one checking on them, from 7 pm to 8:30 am Sunday. 13.5 hours, no break. Our otherwise perfectly house trained dogs had an accident, of course, and Monday morning, their bedding smelled. Sunday night they went 7 pm to 7 am without a break or even access to their covered patio. Thank goodness we could pick them up at 7:30 am Monday--no Sunday pickups. We have two senior dogs, one with cushings disease and one with a heart murmur, so we thought a vet's office would be the better option for them.
After complaining, we learned that the reason for the long night break was that a neighbor had complained in the past so they changed hours. That's fine, but the reality of nearly 14 hours without a bathroom break, boarded in a small room, without the dog door access the luxury run is supposed to include, is unacceptable. The practice group manager apologized, but that doesn't make it okay.
The practice manager did call to apologize and offer a full refund, and said she would try to address our concerns, with most hope given to the issue of a soiled bed being left in my dogs room for 24 hours. The refund was appreciated, but until they get the issue resolved of the number of hours at night without a break solved, we will not be boarding here again overnight. Read Less