I'd like to start off by saying that ALL of the staff were friendly and very welcoming (Solontay(sp?), Dominique, Sean). I do appreciate that they were able to coordinate a last-ish minute boarding for my two pups as a new client (1 week notice).
Unfortunately, when I picked my pups up after the four days, one of their beds was soaked and dripping in urine. They handed it to me without telling me and so I became covered as well. Sean first said, 'that's likely our cleaning agent we use'... when we checked and confirmed it was urine, Sean did offer to throw the beds in their industrial washer.
When I first greeted my dogs, it was petting their faces so I did not notice anything wrong. When I went to put them in the car, I found one of my dogs covered in urine from midway to hindquarter, to the point she was also dripping. Dripping. Some of her fur was dry and sticky with urine, but her back end was dripping. I loaded her in the car and immediately drove to wash her myself. In hindsight, I should have asked them to do it, but I couldn't imagine bringing her back in after that.
The next day I went in to collect the beds hoping they had been washed, they were not. Sean apologized and said he didn't realize that my dog was in that condition, he offered to have me bring her in for a bath, but I declined. He said he would let the resort manager know of the issues.
When I met the resort manager Bruce the next day, he was apologetic at first and offered to have them come in for baths as well... but I definitely didn't let them sit like that for two days, so there really was no point. Bruce then got defensive when I tried to explain how it looks to an owner to get a dog back in that condition. You don't know if the dog was sitting like that for a couple hours or a couple of days. He then told me it definitely wasn't days, because they check and clean the kennels daily... but I tried to explain saying that to me, because it's policy doesn't reassure me... I am sure it is not policy to hand back a pee soaked dog and a dripping wet bed to have a client put that mess in their car.
To top it all off, they only washed the covers of the beds, and put the pee-soaked foam back in the clean bed. So I had to wash it all again when I got home. At least it wasn't dripping in the car.
It was incredibly stressful after coming back from my trip, I will unfortunately not bring them in again. I suggest if you use them you get the option with cameras and probably schedule an exit bath so you make sure at least they are clean when you pick them up.
Side Note: upon complaining of the condition of my dog that second day, a Pender vet client called me over and told me he had the same experience.
**Would have been a one star review if it wasn't for the reception staff that were so kind, and even after my complaint expressed understanding. read more