We are very disappointed with our experience boarding our dog this weekend.
When I dropped my dog off on Friday, I was filling out the paperwork while she stayed in the car because I wasn't sure if I was supposed to bring her in yet. The employee told me to go get her and finish the paperwork afterward. As soon as I brought her inside, they immediately took her to the back. I had to ask if I could at least say goodbye first. As soon as they opened the door, Luna heard all the dogs barking, got scared, started crying, and tried running back to me. Leaving your dog is already emotional and that made it even harder.
While filling out the paperwork, I noticed there wasn't a section for allergies. I asked if the dogs are ever given anything besides what owners provide because of an allergy and said the only time "allergies matter" is if it is a food allergy. I said yes she is allergic to chicken. I was told they would make a note of it.
The paperwork did ask how much and how often she eats. I clearly wrote one heaping scoop every 6-8 hours. When the employee reviewed it with me, she asked "So Luna eats twice a day?" I corrected her and told her she eats three times a day, and she said okay. However, when we picked Luna up, I noticed an envelope with her information said "feed twice a day," which was concerning.
When we arrived to pick Luna up, we were first told we still owed money even though we had already prepaid. Then we were told she had stayed three nights instead of two. We had to explain that she was dropped off Friday and picked up Sunday, so she was only there for two nights.
When we got Luna's belongings back, her bed, toys, and food container smelled strongly of urine. We were told they had been sitting outside of the door and another dog must have had an accident on them. It was very upsetting to bring home her belongings in that condition.
After we got home, we realized her food feeder was missing. Obviously we take responsibility because we forgot, but we were upset with her stuff having urine all over it and making sure nothing was still wet so we can at least bring her stuff to the car and wash it. When we called, we were first told they didn't have it because they aren't supposed to take personal feeders. Then we were told the employee who checked her in wasn't there and they would have to ask her the next day. After that, we were told that they do have it. She is a 75 pound work line German Shepherd. She eats fast, so she has a slow feeder, and it is also lifted off the ground so it is better for her digestion. We have to go pick up her feeder tomorrow.
We understand that mistakes can happen, but there were simply too many issues during one stay. Between the drop off, the incorrect feeding instructions, the billing mistake, Luna's belongings being covered in urine, and the missing feeder, we left feeling very disappointed.
Our pets are family, and when we're paying someone to care of them, we expect better communication, organization, and attention to detail. Sadly, this experience did not meet those expectations. read more