I have revised my review because I was very impressed with how quickly management responded to my…read moreconcerns.
After I reached out, the manager took the time to thoroughly investigate the issues I raised, review the phone calls, and discuss what happened with the staff. Most importantly, they took accountability for the communication breakdowns and acknowledged where things could have been handled better.
My biggest concern was the grooming service, and management offered a refund for the grooming, which I felt was a fair resolution. While I was disappointed with several aspects of my dogs' stay, I do appreciate a business that listens to customer feedback, conducts proper due diligence, and works to make things right.
For that reason, I have updated my rating from my original review and increased it to four stars. While there is still room for improvement in communication and execution, I appreciate the professionalism shown by management in addressing my concerns and their willingness to stand behind their services.
Before resolving:
I am extremely disappointed with my recent experience at Meadowlake Pet Resort and will not be returning.
Before my dogs' stay, I called a week in advance to provide updated feeding instructions and grooming requests. I specifically requested that both dogs be groomed on Monday morning and that I be called immediately afterward. Instead, they were groomed on Sunday without my knowledge, and I never received a call. By 2:00 PM on Monday, I had to call myself to find out what was going on.
What frustrates me most is that my dogs were apparently groomed and bathed only to be placed back into a boarding environment afterward. To make matters worse, they were not taken out for playtime on both Sunday and Monday, despite the fact that I paid for two play sessions. As a result, they spent unnecessary time confined when I was paying for additional services.
When I picked them up, they smelled bad enough that I had to bathe them myself after returning home from my wedding and travel. Having to re-bathe dogs that were supposedly just groomed is unacceptable.
I was also disappointed that the boarding location I specifically requested and was told would be available was not where my dogs were actually housed. Had I known that request would not be honored, I would have appreciated honest communication.
Additionally, I paid for the Hotel Plus package, but based on my experience, I am not convinced my dogs received all of the services included. I was under the impression that photos were part of the package, yet I never received any updates or pictures during their stay.
The grooming itself was also disappointing. The haircut looked as though only a few hairs were trimmed. Both dogs still had long coats despite the Texas heat, and nobody contacted me to discuss how I wanted them styled. When I expressed concerns and requested that they be re-bathed, I was told I would have to pay additional charges.
What stands out most is the lack of communication. When I called the week before, there was no issue making note of feeding instructions because they involved an additional charge. However, there seemed to be very little effort made to communicate about grooming changes, boarding arrangements, playtime, or any concerns that arose during the stay.
Overall, I feel I was overcharged for services that were either not performed as requested or not performed to an acceptable standard. This experience was frustrating, disappointing, and not worth the premium price paid. Unfortunately, I will not be bringing my dogs back.
