A while ago I had my first experience with boarding my dogs and I decided to try PetSmart Hotel. At the time I had an aging Jack Russell at 15yrs of age, unable to walk well, on medication and a 4 year old Shichon, both dogs were female. I was very hesitant to begin with and rented a private suite for both, along with specific medication instructions for my Jack and specific potty instructions for my Shichon. Both my dogs were house trained and trained to go on grass and as pups they would use potty pads. I had specific needs for my Shichon to be able to go on grass, or I knew she wouldn't go potty as she's not the type to just go on cement or near a 'scented' stick. I asked specifically if they were able to take my dogs out on the grass to go potty, I WAS TOLD WORD FOR WORD...YES, WE CAN DO THAT. I also asked if I could leave potty pads in the suite just in case...again I was told.... YES WE CAN DO THAT. My dogs came with their own treats, toys and beds... as I was told they would put the beds in the suite. I was gone for 4 days... I called EVERY day to check up to see if there was a need or anything of concern... each time i was told 'no' they're doing well and going potty just fine. So... I come back to get my dogs... and first thing I take my Shichon outside and she pee's immediately... and it's thick pure blood... my dog had NEVER had a urinary tract infection before and was peeing just fine when I dropped her off. So I took her to my vet and had her put on medication right away, my vet told me that she had to have held her pee the entire 4 days. So I called PetSmart and asked how they took her for potty breaks... they told me they didn't take her outside as that was not their procedure, that they couldn't leave the potty pads in the room either and both of my dogs were taken inside on cement to pee near a scented potty stick in a room. Well..., 1) had they told me the TRUTH about where they were taking my dog to the bathroom I never would have boarded at this facility as I knew my dog wouldn't go inside 2) Each time I called daily i was told my dogs were doing well and they were going to the bathroom with no problem.... had I been told the TRUTH I would have gotten on a plane and been home first thing to pick them up to take them to the bathroom myself. 3) Clearly not only was the staff dishonest and not telling me the truth about how they could accommodate me,,, yet they caused my dog a serious life threatening infection that had it gone much longer her bladder would have burst and she would have died. 4) all i needed was the truth and I didn't get it... clearly this boarding facility has so many people in and out, so many dogs and caretakers that don't watch each dog to know which one is doing what... 5) they didn't put my dogs beds in the suite with them and they didn't even know which beds or toys were mine when I picked them up and they tired to give me someone else's pet beds/toys. I would NEVER trust PetSmart with my dogs for boarding again. Thankfully I found a better, safe and secure, attentive home like boarding establishment that I can now trust and use when needed. The only good thing I will say,,,I ended up calling the PetSmart area manager about this issue and they confessed to their negligence and ended up paying my vet bills...however, this was not worth the pain and suffering my little shichon went through. Just make sure if you board anywhere, you do a complete screen of the place for ALL pet needs. read more