Unfortunately, there is not an option to give zero stars to this establishment. I am shocked to see any positive ratings.
We boarded our two dogs at Lucky's for 8 days. When we initially went in to book our dog's stay, we were greeted by an unfriendly receptionist. That should've been the first sign to stay away. But, everyone has a bad day, so we overlooked it. She informed us that personal dog beds/toys were not permitted and if we wanted our pets to have a toy it would have to be purchased there. (Keep in mind that the website says something entirely different).
We brought out dogs back for Check-In on a Friday and there was massive confusion when we entered, due to both animal drop off's and pick up's. There is absolutely no set of procedures in place for either. You just randomly select one of the receptionists at the counter to go to. Unfortunately, we ended up with an incompetent receptionist who (was training a new receptionist). This receptionist quickly rummaged through the bags that we brought containing food, treats, medication, and written instructions (regarding food dispensing, likes, dislikes etc; which was sent to us to be filled out by Lucky's) and told the new receptionist that they could enter the information regarding the food at a later time.
We called to check on our dogs on Sunday and received a call on Tuesday informing us that one of our dogs ran out of food. I was totally flabbergasted because I placed the appropriate amount of food and treats in each bag for each day with three additional bags in case of an emergency. I also told the receptionist upon arrival, and wrote the information on the information form given by Lucky's. I further expressed my confusion and the worker informed me that my dog was receiving two bags per day which is equivalent to four cups of food. My instructions, which were not properly followed, clearly stated that my dog should have received one bag per day. The worker that called asked me what they should do? I responded that they would have to buy food to get my dog through the remainder of the stay and it would have to be the food listed on the form because he is on a special diet. I also reiterated the name of the food which the worker incorrectly repeated twice. I told the worker that this was a problem because he should not be eating this much food daily.
We checked in again with Lucky's on Thursday and were informed that they were fine, loved their walks, and the attention that animal care was giving them. However, they failed to inform us that both of the dogs had Kennel Cough, diarrhea and one of the dogs who weighs 10 lbs lost weight (2lbs) due to not eating. However, on her Lucky's report card, it states that she ate very well.
We spoke to Whitney (one of the managers) who informed us that this happens because this is the time of year for Kennel Cough, When I told my vet what was said, she raised an eyebrow and said that information is false. After incurring substantial vet bills for both dogs, we called back and left word for a manager. Richie called back and was apologetic stating that we should have been told that the dogs were coughing and mention should've been made to the weight loss of our smaller dog. He offered a Deluxe Suite for our dogs next stay. Thanks but no thanks.
If you care about your animals, and value their health stay far away from Lucky's Bed and Biscuit. read more