I recently had my dog stay at the PetSmart hotel over the Labor Day weekend, and I have to express my deep disappointment with the experience.
Upon picking up my dog, my boyfriend and I noticed that she had blood spots all over her legs, and upon further examination, it was evident that she had a piece of skin missing from her tail, resembling a bite wound. We immediately brought this to the attention of Alexis at the front desk. She attributed the injury to "happy tail" caused by excessive tail wagging. This explanation didn't sit right with us as our dog isn't a puppy and has never experienced this issue before. Moreover, there was a clear piece of her tail missing, which didn't align with the "happy tail" explanation.
We had scheduled a bath for our dog before picking her up, and we were left baffled as to how the staff didn't notice the blood on her legs or the wound during the bath or inspection. This lack of awareness is concerning.
We spoke with Marlinena, the manager, hoping for a more understanding and empathetic response. Unfortunately, she did not appear concerned or acknowledge the reasons for our distress.
We requested that they email us to confirm that this injury occurred under their supervision, or rather, their lack of proper supervision. They also assured us they would take care of any necessary vet bills. However, as expected, we never received that promised email, which reflects a lack of accountability and follow-through.
Furthermore, when we questioned how they failed to notice the injury during our dog's bath, an employee informed us that they don't wash the tail or, apparently, the legs when they give baths. This admission left us bewildered, as it raises questions about the thoroughness and quality of their services and care.
Overall, our experience at the PetSmart hotel has not only been disappointing but also frustrating due to the lack of communication and accountability regarding our dog's injury. We hope that they take this feedback seriously and make necessary improvements to ensure the safety and well-being of pets in their care in the future. read more