I recently booked a stay for my dog after reading about their "flexible packages" that allow owners to choose the best fit for their pets. I selected the "senior" package online, believing it was suitable for my dog, as he's almost 8 years old, low-energy, and has a medical condition.
However, when I checked my reservation, I found that the package had been changed to a more expensive option without any prior communication or explanation. Upon inquiring, I was told via email that my dog didn't qualify for the senior package because he is only 7 years old. This was surprising, as nowhere on their website does it specify an age requirement for the senior package, only that it is "best for low-energy dogs." There is no fine print or further clarification provided.
I explained via email that my dog is not high-energy and chose the senior package based on his needs. Yet, I received a contradictory response, stating that the package is based on a dog's activity level, not age. This raises the question: how can their team determine my dog's energy level without ever meeting him? Additionally, why advertise that owners can select the best package when it seems that choice is ultimately disregarded?
After further communication, I received an email from the owner Kim stating that the reservation team had been directed to adjust my dog's stay to the senior package. Her response leaves me even more concerned about the overall lack of transparency and communication throughout this process. There is no way I would ever trust this business with my dog, and having retained all of the emails I will be filing a formal complaint hoping no one else is mislead by their advertising. read more