Review Time
I had a horrifying experience at Wag Hotels Santa Monica that I need to warn other pet owners about. When I dropped off my dog on a Thursday, I gave clear feeding instructions to the "team lead", so I thought she was in good hands. She was to receive house chicken kibble for breakfast and lunch, and her own food with a treat for dinner. These instructions were acknowledged at check-in and she was the only one being checked in at the time, so it appeared as if everything was being documented without any rush. On Sunday morning, I received a call from staff saying my dog had blood in her stool and was eating very little. I called back immediately and accepted the suggestion that she be given a pumpkin topper with meals for her stool, a CBD treat to ease her anxiety, and that I receive an update that evening. I was assured this would all be done and noted.That update never came.When I called later that night, the staff had no record of my requests. They simply repeated to me what had already been communicated, “Your dog has blood in her stool. Would you like us to give her a pumpkin topper?” I was shocked. Obviously, my conversation wasn’t noted in their system. I asked what her condition currently was, what she had eaten and if the blood in the stool was still present. There was no documentation, so the receptionist said she would ask the night staff. The night staff came on the phone and said, “Your dog has only eaten a treat today.” I said, “Why? Is something wrong? Why isn’t she eating her meals?” The night staff, then said, “Oh, we’re only feeding her once a day with the treat.” So, despite the fact that I’d clearly specified three meals per day and and a treat and that it was documented by the lead on staff, somehow she was only getting one meal a day. When I explained how obviously this was upsetting, the night staff checked my dog’s “room card.” She confirmed that she had been wrongly marked for only one meal daily with a treat. My dog missed 6 meals over the course of 3.5 days.Meanwhile, no pumpkin or CBD was ever administered, and no one followed up with the promised call. In addition, no one thought it was bizarre or to check-in that my dog was only receiving one meal a day or to tell me that she was only eating a treat. Does this sound like an establishment that is thoughtful or caring? I spent hours over the phone from another country to fix what should have been basic, compassionate care. As well, I find this level of negligence deeply alarming—not just for my dog, but for every animal in their care. If this is how they treat a brand new customers, I can’t imagine how worse things might be for long-term boarders.I had to scramble to find emergency new boarding for my dog, losing hours of work and paying twice the cost I’d originally planned. And I was told I might get a “discount” for all this. Really? What discount makes up for ignoring a bleeding animal and starving her for days?Wag Hotels was highly recommended to me, but this experience was beyond disappointing—it was dangerous and could have been deadly had I not done my due diligence to follow up. I would NEVER trust them with my dog again.
GOOGLE chronicle and wag hotel. I AM SHOCKED that this place is in business!!! They abuse their staff and animals. There is not enough staff and the animals don't get the care they deserve. MOLDY food and *WASTE all over. They are dumped into a room to rot while you are on vacation!! HORRIBLE
If I would have seen these reviews and the ones on Yelp, I would have never taken my two dogs to this overpriced and cruel place. I’m not sure what they have going on at this establishment, but don’t take your loved pets! If I could give them a zero star I would. My dogs stayed for 10 days and were scheduled for a bath. To my surprise, me showing up a day early enlightened me to the filth my pets endured. They literally stunk so bad I nearly vomited. To describe urine, fecal matter, dirt, and old wet dog food mixed in one is the best way to describe what my dogs must of been lying around in. It was horrendous. Secondly, I called to check on them, the gal said they’ve been great and her notes described they hadn’t really been eating. I expected that to happen, so when I came to pick up my dogs, only 2 cups were left in nearly the big bag of food I brought. So if they weren’t eating, what happened to the dog food supply? Did the feed them and toss it if it was untouched, or maybe they collect it to use for other dogs. Unbelievable, but what takes the cake Is that dogs can’t bark without crackling, squeezing, or squealing. It’s not kennel cough… These dogs have likely been subjected to having a choke collar or some device preventing them from barking. If the matter doesn’t get better, I will be taking them into the vet. Both dogs have literally been sleeping for 5 days, which is somewhat expected, but they’re hurt and weren’t treated well. It’s depressing!!! Also, they charge an arm and a leg, yet they have the audacity to request a tip at checkout. I hope this review helps someone. This place should be investigated. Something happened and from the other reviews I’m not the only victim of this place. I could have used this when I trusted google reviews.
Staff is completely disrespectful! If you need responsible and reliable services, I'd recommend finding somewhere else.BackgroundBooked a dog boarding online (for a 15 day stay). Filled out all of the paperwork which included vaccine records and a bit more about my dog. Reservation was sitting in Pending so I contacted the business. I initially spoke to the Customer Support then was sent to the store. Back and forth continues over many days. I was told that the appointment was going to approved but they were going to wait until the day before the stay to approve which is quite uncomfortable given that we would need a back up option. Two days before the stay, I was declined. Thankfully I had a backup option with Rover.
***NEGLECT and Possible abuse ALERT*** WAG keeps flagging my review and I'm going to keep trying until it sticks!LONG THOROUGH REVIEW!!! UPDATE from our VET: Vet says since our dog did not have excessive anal gland on the infected side, it may have been caused by excessive licking WHILE HE WAS HOLDING HIS POTTY!! Poor boy will be on meds for a few weeks. Wag expects you to hold 10+ hrs overnight and if you have a very good dog that is super potty trained, they are punishing them because they hold and hold even when you asked to pay for extra potty breaks, they don't do it! Read below #3***My dog came back with now a bleeding HOTSPOT on rear and was never there before the visit as I wipe their butts after poo for the last 4 years of his life! Going to be taking him to the vet, absolutely ridiculous and will definitely be requesting for a refund of this nightmare. I have been booking with Wag for 3+ years and after the pandemic, it's just not the same. On the last trip, I worried so much because Wag DID NOT follow special care instructions!1.) First, they FORGOT to take my boys out for Morning Play Group on the first day! I called at 11:30am, and again at 2pm and left VM but no one called me back. I had to email them & finally they called, apologized and said they were hectic that morning and will deduct a day off my bill. I don't mind paying but I need the quality service as advertised.2.) They advertise and charges for extra SPECIAL CARE services like evening stroll but when you add them and ask them to take the dogs out at 11PM for their last extra potty break, NO ONE took them and they were going to charge me at the end. My dogs are 100% potty trained and unless they absolutely have to, they would never potty in the room or on the bedding. *PICTURE shows one of my dog wet the bedding because he couldn't hold from 8PM to 6AM one night because he just finished his dinner and drank alot of water. This is absolutely unacceptable, they literally told me "it depends on the graveyard shift"......3.) Their overnight break is TOO LONG. Their evening stroll is 8PM and morning stroll is 6AM, that's 10 hrs the dogs have to hold their pee and poo after their dinner. *BEFORE the change, they used to take the dogs out around 10-11pm. I didn't worry back then and felt relieved they didn't have to hold 10+ hours. If you do ALL DAY PLAY, GOOD LUCK! YOUR dog will hold their potty from 6PM to the next morning 6AM!4.) They NO LONGER TURN OFF LIGHTS at night! This was very upsetting. Dogs need day & night lighting so they know when is bedtime and it gives their eyes a break. It's so exhausting and confusing when the dogs body clock is confused when the LIGHTS are always on.5.) The video camera ZOOM is so bad now. They used to zoom out so you can see more of the room. Before, you can see everything from where your dogs lay and their food/dog bowl, etc. The last few reservations of the deluxe suite, the video was so zoomed in, you can't see anything but 2/3 of the wall & dog bed. I don't know what they are hiding but it was never like this before. Last time, they fixed it after I called. Happened again this time, and I had to email them to get it fixed because no one answers their phone. *PHOTO attached shows before and now.6.) Reservation system and customer service are not synced and always has errors, slow to respond to email, and makes many mistakes. You can't make changes or add notes once you submit. I made a reservation online, called to asked about upgrade via email and instead of responding information, they automatically changed to partial upgrade when I already said I do not want partial days.If you have VERY GOOD OBEDIENT DOGS that do not defecate or urinate in rooms then DO NOT BOARD your dogs at WAG!
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