We decided to fly home over Memorial Day weekend to surprise my dad for his 80th birthday, which…read morerequired boarding our dog from Friday through Monday (they wouldn't allow pick-up Sunday or Monday). He had previously stayed at Puppy Palace during a cruise, where he was placed in a suite. During that time, we were less concerned as my friend picked him up each morning for daytime playdates, ensuring he was well cared for.
This time, however, was different. To provide context, our dog is on a consistent schedule: walks at 3:30AM, 10:30AM, 3:30PM, and 8:00PM, and he is fully house-trained.
On Sunday morning at 5:53AM, I checked the suite camera and noticed feces in the room. It remained there until 8:30AM, which was concerning given our dog's routine and hygiene. Additionally, after the room was cleaned and reset, I observed that both his morning and evening meals had been given to him at once. By 6:00PM, all the food had been eaten, leaving him without food until 8:30AM the next day. Additionally, I had paid for the X-Night Walk, which was supposed to last 10 minutes. However, the walk was cut short; our dog was returned to his room in only 4 minutes.
On Monday at 4:20AM, again feces in the room, not cleaned up until 8:30AM. Once again, both of his meals were placed in the room together first thing in the morning. We had also purchased the "Pamper My Pet" (PMP) service for the entire weekend, but I never received any pictures or a report for Monday.
On Tuesday at 2AM, again feces in the room, not cleaned up until 6AM.
Typically, staff are scheduled to arrive at 6:30AM, but no one notified us that there would be a delay until 8:30AM. As a result, our dog was locked in his room for a total of 11.5 hours. Who would subject a pet to this kind of treatment? It's beyond comprehension that a facility entrusted with caring for animals would allow such neglect to happen.
What I find most concerning is the way our dog was treated by one of the male attendants. On both Sunday and Monday, he was returned to the room at 8:44AM in a distressed state. In the video footage, the attendant appears to toss him into the room while still attached to a leash, and our dog's tail is visibly tucked between his legs, cowering in fear. In stark contrast, when a female staff member returned our dog from his walk on Monday night, he was visibly happy, wagging his tail. This behavior suggests a troubling inconsistency in the care he received, which I find deeply unsettling.
Jennifer called to discuss my concerns, and asked to speak with Alicia, which is not my name. During our conversation, she claimed that our dog had relieved himself on the shortened walk, which is why it was cut short. She did not offer an apology for the fact that we paid for a 10-minute walk and received only 4 minutes. Furthermore, she insisted that there was nothing concerning about the way the male attendant handled our dog. When I asked about the PMP service, she said someone had sent it, but she couldn't provide any specific details or resend the report. Obviously, the report was never sent, as I did receive the others.
When I mentioned that I would be leaving a public review with supporting photos and videos, Jennifer's response was, "it will get buried." To make matters worse, Jennifer accused me of only out to seek compensation when she said, "I know where this is going, I know what type of person you are, you want a handout." This is not the case. My sole request is for an apology and acknowledgment of the fact that, instead of enjoying quality time with my family, I was forced to spend the entire weekend worrying about my dog's well-being. If you are truly committed to ensuring your pet's well-being do not entrust a pet to this facility. The care my dog received was nothing short of disgusting, and the level of customer service was absolutely terrible--further reinforcing my decision to never trust this facility with my pet again. I hope you do the same.
