TLDR: After nearly 4 years of boarding, and substantial investment in their board and train…read moreprograms, was told my dog was no longer welcome because the new staff are terrified of my dog and not capable of handling him.
2 stars because if your dog is typical you'll probably have no problems, but if your dog is complex, look elsewhere.
After every pickup I would ask how things went, and the feedback was always positive. I can only speculate as the explanations I've been given have been vague and contradictory at best. The issue seems to be that over the past year they have now hired very inexperienced staff that is afraid of large reactive dogs. Whether they are unwilling or unable to work through staff turnover--I've noticed on pickup a lot of the new staff now seems to be barely out of high school if that--and I wonder if anyone would consider them professional dog trainers, much less able to handle giant breeds that are reactive.
They raised my price substantially without proactively telling me, from 82 per night, to 100 per day. I was initially told this was a general change in policy, because he occupies a training spot--which I already knew he occupies a training spot, because that's what I was paying for--the 4grand up front and 82 per night over the past nearly 4 years. The person who told me this was also a new person, so I asked again the next employee I interacted with, I believe was Austin who told me it was just because there were only certain employees that could handle him--not sure why that would cause a price increase but maybe it means they couldn't pay the new minimum wage high schoolers they've hired. Finally I ask upon pick up why the increase and was told it was because he damages things while he is there and that every time he stays they have to replace something. Again, news to me, aside from being told last year of a cord he chewed threw, I was never told he was so destructive--I have ZERO destruction issues at my house.
I don't think I have ever spoken with the owner Lisa before, did not even know who she was. But after getting home from my last pickup, having just been told again for the x number of times how there were no issues with his stay--never insinuating that he was somehow in his way to being banned--I was informed via text at 8pm at night that we are no longer welcome for boarding.
Whether this is a change in business model, or in hindsight a pattern of miscommunication (I say miscommunication but NO communication would likely be more appropriate) the owner decided my dog is not worth the headache. Ultimately in texts I was told they can't safely board him--odd after almost 4 years. I was also told the new staff members were unwilling to even show up for work if my dog was there. But then told it was because having me pay more money wasn't enough for repairs and overtime. I'd say that is probably nearer the truth, that the owner would rather make more money by using their limited spots on a dog that can be boarded by staff members who happen to be afraid of dogs.