Disappointed After More Than a Year -- The Watering Bowl Has Lost Our Business…read more
After more than a year of trusting The Watering Bowl with our dog for weekly daycare and multiple boarding stays, we have made the decision to take our business elsewhere.
We were always pleased with the care, playtime, and overnight staffing. Unfortunately, recent changes under new ownership, combined with a serious lack of communication and transparency, have cost them our business.
First, the overnight staffing change.
In September, while reviewing an upcoming boarding reservation, we discovered there would no longer be staff on-site during certain overnight hours. This significant change was only disclosed in the reservation email. No advance notice, no direct communication, and nothing we could find on their website or Facebook pages. We immediately canceled our reservation.
Then came the daycare changes.
A couple of weeks later, while dropping off our dog for daycare, I noticed a sign outlining new playtime and rest schedules. After asking questions, we learned dogs were now being crated during these hours:
* 7:00-9:00 a.m.
* 12:00-2:00 p.m.
* 5:00-7:00 p.m.
That's potentially SIX HOURS of crating during a 12-hour daycare day!
We do not crate our dog at home, and when boarding, we specifically pay for a suite. This is NOT the daycare experience we signed up for or believed we were paying for.
Again, we received no advance communication. Staff claimed an email had been sent, but we never received one. We also could not find these changes disclosed on their website or Facebook pages.
When my husband picked up our dog, staff told him the business had been purchased and new management was cutting costs.
I understand businesses need to manage expenses, but cost-cutting should never come at the expense of transparency, customer trust, or the quality of care customers expect.
These are not minor policy adjustments. Overnight supervision and the amount of time dogs spend confined are major factors when choosing a pet care provider.
The Watering Bowl, you've lost a loyal, weekly customer. Not simply because you changed your business model, but because of the way you handled it.
I'm sharing this so other pet owners can make informed decisions. Before booking, ask about overnight staffing, actual playtime, and how many hours your dog will spend in a crate.
Pet owners deserve transparency, not surprises after they've entrusted you with their pets.
Trust takes time to earn and very little time to lose. Unfortunately, ours has been lost.