This review is for the Pet Hotel's unwritten policies. My friend brought her small dog to be boarded here, while she underwent and recovered from surgery. The Pet Hotel was told from the outset, that the boarding time had to be open ended, as there was no way to know how long rehab would take for my friend. I was the contact person while my friend was in the hospital. I called every couple of days to inquire on the dog, and was told each time he was fine, loved "puppy play time", was eating fine, no problems at all.
Then we got a call from Petsmart, informing us that since this was an older dog (he is 11) that he MAY get anxious, and if he got sick, we would have to pick him up immediately. That was fine, I said okay, sure, we'll get him IF he gets sick. Then, we got two more calls, wanting to know if we were going to pick him up that week. and again, were given the "IF he gets sick, or shows any anxious behavior, you have to get him". I asked if he had been showing any such behavior, and was told no, he was fine.It was clear Petsmart wanted him removed. I was able to find a privately run facility, and made arrangements to pick him up and move him.
This is my issue: Petsmart should have told us on the first day, about their concerns IF the dog became anxious or ill. And, since he WAS NOT anxious or ill, why were they giving me grief about picking him up. Why would they want to boot out a dog that, according to them, was fine, happy, eating and showing no signs of ill health? When I picked him up, I told them I had found another place to take him, instead of saying "Oh no, he can stay here longer", they said "Great, glad you found another place." What was that all about? Petsmart needs to post, very prominately, their policy on time limits for boarding. When I told them at the beginning, it could be 2 to 4 weeks, or longer, I was told that was fine. He was in there 3 weeks when they made it clear he was to be picked up. And he WAS NOT SICK OR SHOWING ANY SIGNS OF ANXIETY. If there was another reason they wanted him out, they should have been forthright and told me. If there wasn't, then what kind of policy is it to evict a healthy dog because he MIGHT get sick.
Fortunately, I found an excellent, 5 star facility, where he can stay for as long as he needs to. And, we will use that facility from here on out, if the need arises. read more