After my original review, the General Manager personally reached out and took the time to have a detailed conversation about my experience and concerns. She followed up with a clear plan for improvements, which I genuinely appreciated. I decided to give it several months before returning, and after being back for the past two months, I'm happy to say I've seen noticeable positive changes--especially in the cleanliness of the facility. It's clear effort was made to listen to feedback and improve the experience for both dogs and owners. ------------------------- original review: I've completed our 10-day "All Day Play" package here, along with a few overnight stays, so I feel I can provide a fair and thorough assessment of our experience with Wag Hotels West Loop. We moved from California recently, where we were loyal clients of Wag Hotels in West Los Angeles and Santa Monica. Naturally, I was relieved to discover a Wag Hotels location right in my new Chicago neighborhood. Unfortunately, my experience here has been completely different--and, frankly, extremely disappointing. Concerns: * Strong odor of dog waste: The lobby consistently smells overwhelmingly of dog waste. If the front area smells this way, it raises serious concerns about the cleanliness of the actual play areas. It's disheartening to see management responses on other reviews claiming they "take cleanliness seriously" when my experience, every single visit, says otherwise. This probably explains why I have to give my dog a bath after every daycare stay....he is filthy and smells like he's been swimming in a pool of pee when he comes home. * Lack of compassion for the dogs: During one of Bowie's stays, I called to check in and was told he seemed quiet and anxious. I asked if someone could simply pet or comfort him for a moment, as he loves human contact. The staff member told me they could not, citing that it would show "favoritism" and cause other dogs to bully him. Not only is this explanation puzzling (especially given I've witnessed staff picking up and doting on other dogs), it also suggests a lack of individualized care for dogs who may need extra reassurance. * Alarming handling by staff: One evening around 8:10 pm, I arrived to pick up my dog. While waiting to be buzzed in, I heard dogs barking in the back behind the employee entrance --followed by a male staff member screaming at the top of his lungs, "shut the f*** up." When I brought this up to the front desk, the staff denied hearing anything and refused to share who was working with the dogs. I called the next morning and spoke to the manager, Janette, who thankfully took this seriously and promised to address it. Still, it's unsettling to know individuals who clearly lack the patience or temperament for this job are in charge of our dog's wellbeing. * Inconsistent staff communication: There seems to be very little consistency in how staff are trained. I've received different answers to the same questions from multiple employees--ranging from pricing details to basic policies. This inconsistency is confusing and does not inspire confidence. What they do well: * 24/7 staff coverage: Unlike many local daycares that leave the facility unattended overnight (only monitoring via cameras), Wag Hotels has staff on-site around the clock. This was a major factor in choosing them initially. * Cameras for owners: They offer cameras in the play areas so owners can check in throughout the day--something not all Chicago daycares provide. Final thoughts: As valuable as those pros are, they aren't enough for me to continue bringing my dog here. I ultimately finished out my pre-paid package because refunds weren't an option, but I'm grateful I can share a balanced, multi-visit perspective rather than a single one-off experience. I hope this feedback encourages Wag Hotels West Loop to re-evaluate their staff training, address cleanliness more rigorously, and reinforce a culture of true compassion and patience for the dogs entrusted to their care read more

Luisa M. and Mario B. were so helpful and nice to explain all the services here for dogs. There are no Cat hotel spaces or Cat Grooming. But they have large individual hotel room rooms going at about $85 a night and medium size rooms for $75 a night and small room rooms at $70 a night. Private suites $125 a night and $110 a night for a deluxe suite. Private and Deluxe suites allow for a TV and cameras so you can access watching your dog 24 seven. You can enjoy keeping your dog safe here and socialized if needed in the group (2 groups) where there's one for dogs 35 pounds in underwear and another group for over 35 pounds. They also have dog grooming services and details services that you can pay extra for. There are three locations for the wag hotels at the West Loop, Lincoln Park, and O'Hare. There's no outdoor access or social space so it's safe for the dogs where they can't run away or jump a fence. read more

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I sent my dog here for a daycare session. Prior to this, I was able to get a tour of the boarding rooms and general staff area. My dog has social anxiety with other dogs but the lead staff were able to successfully integrate her into the small dog play group. We did a 7:30 am drop off and a 7:00 pm pick up. The staff gave me a call mid day to update me which I appreciated. It was a successful daycare session for the most part. I'm docking stars because the place just reeks of dog waste. A part of me wants to be understanding because it's a pet boarding place, but talking to my friends and the boarding spots they go to, there is little to no odor where they go. This is the first 'boarding' place I've brought my dog to so I'm unsure how other spots are. But the lack of cleanliness makes me hesitant to come back. In addition, the staff here seem like they dread their job. No one sounds or looks excited or welcoming. Everyone seems like they are doing the absolute bare minimum. Even when watching the WagCam, the staff in the play area seem to be bored out of their minds and interaction with the dogs are non-existent. This is very off-putting in my opinion because if they're like this initially, I can't imagine how they are behind closed doors with our dogs. This location is convenient since it's in my neighborhood, but the lack of cleanliness and poor staff makes me not want to return. I'll probably check out other boarding/daycare spots for now. read more

We cannot say enough wonderful things about Wag! Our pup Willy absolutely adores going to daycare at Wag. From the moment we walk in, the team members joyfully greet Willy by name and immediately come to him for pets. The staff if beyond exceptional. They're attentive and kind and always make sure Willy feels safe. We get adorable daily photos of him having the best time. We feel so comforted knowing our baby is so well cared for while we're away. Thank you to the amazing team for being so incredible with our boy, we couldn't ask for a better crew to care for our baby! read more

Wag Hotels - West Loop - Pet Groomers Near Me - Chicago, Illinois

We trust the great folks at Wag West Loop with our pup's life. We've been boarding and doing daycare here for over 5 years, before it was even Wag, and so much of the staff remained in the transition and continues to be incredible. When our dog went on a hunger strike when we went on a week-long vacation, the staff did everything a person could think of to get him eating again: feeding him by hand, peanut butter, chicken stock, different kibble, treats, slow feeders, different feeding times, and keeping us posted and getting our consent every step of the way. They also do photos during special events and holidays, help the pups do crafts to give to their parents, and offer many different accommodations for day care, boarding, and grooming. There is literally nothing more I wish they offered and there are several folks who work there who we see in the neighborhood and always greet our dog by name. We couldn't be happier or luckier. read more

My Charlie spent the day here. I think it was the best day of his life. He got a great report card and made a new friend. Thank you the staff for a great experience. Charlie will definitely be back. If I could give 10 stars I would read more

Wag Hotels - West Loop - This is Charlie - Pet Groomers Near Me - Chicago, Illinois

This place is god awful and the employees are god awful took our dog there for a week stay the first hour he got humped by two dogs at once one in the front and one in the back and the employee that was supposed to be "watching" did nothing. Spoke to the front desk after we saw this and they proceeded to tell me that was normal behavior for dogs. We immediately picked our dog up and took him to a more professional boarding establishment. read more

I brought my girl recently for a 2-day boarding stay. Corporate needs to do a better job with administrative onboarding completeness prior to boarding the dog. I arrived and the local office didn't have record of what was sent one week prior to boarding the dog. All that said, the staff at the West Loop office is great and my dog looked happy when she left the hotel. read more

Honestly, I wish I could give 0 stars to wag hotels. I was looking for a place to board my dog while out of the country, and we were looking for a place that had cleaner facilities than our previous boarding place. When I came for a tour at wag hotels, I was assured that their facilities were "luxury" and impeccably clean, and they gave the utmost attention to the dogs. I paid for a luxury ultra suite, at a whopping $105 a night. When I came to pick my dog up at the end of his stay, within seconds I noticed a huge patch of something on his body....it looked like dried blood and pus, brownish in color and all matted around his fur. I asked the staff what it was, and they said they had never noticed it (again, I noticed within seconds). They said "oh maybe he just rolled in his food" (my dog eats kibble, so it clearly wasn't that). Since the area was all hard/dried, I took him home to further investigate since no one at Wag knew what it was or had noticed it was there. When I took him home, I gave him a bath and uncovered 2 major skin infections. As I washed away all of the dried pus and blood, I uncovered 2 very irritated and raw infections right next to each other. I immediately took him to the emergency vet, and they said it was an infection that was there for about 8 DAYS!!!!! My dog then needed to be sedated, given stitches, and needs to be on antibiotics and antiimflammatories now. I was shocked that for 8 days not one person noticed this on his body, and how uncomfortable and in pain he was. Again, I noticed within seconds. I paid for one of the top premium luxury care packages, and my dog came home with 2 major skin infections. I was even more shocked when I had to go home with a bill of $1221 dollars, and they had the audacity to charge me for that when they could barely take after my pup. Also, when I was at the vet, he had gained 7 pounds from being there. Whenever I checked the webcams for play time, either my dog wasn't there or he was arriving and then leaving within minutes. I believe they allow the dogs in the play group long enough for the staff to take a picture to "document" their playtime, and then put the dogs right back in their cells. There is no way my dog could have gained 7 lbs while having 2 hours of playgroup and a walk every single day....the staff must have been cutting his exercise time short. Lastly, a few days before picking up my dog, I tried to add on a bath so I could pick him up clean. Not only did I call Wag hotels multiple times with no answer, I also emailed multiple times with no response either. I couldn't get through to anyone to help me with the add on service, and when someone finally did get back to me via email, it was 1 hour before I was supposed to pick him up. Attached is the photo of my dogs awful skin infection as soon as I uncovered it, but not the whole thing as I hadn't shaved away his fur yet to uncover everything that was there (the vet did later on). It's almost an inch in diameter. Horrifying to come home to after I had paid for "luxury service". I will NEVER go back to wag hotels again. read more

Wag Hotels - West Loop - My dogs skin infection from Wag Hotels, there for at least 8 days while in their care. - Pet Groomers Near Me - Chicago, Illinois

If you love your dog, steer clear of this place! Management doesn't hold staff accountable, and every visit brings a new issue. We've spent over $4k here, and we're done. Our last visit was no exception: neither of our dogs got the full grooming we scheduled and confirmed at drop-off and signed waivers for it. Toys we left behind were returned untouched I have a teething puppy and food portions were handed back exactly as provided. Staff allow dogs to hump each other without intervening--I see this almost every time on the camera feed. The facility's cleanliness has also gone downhill, and my dog even seemed thinner when I picked her up. Every one-star review you read is true--avoid this place! read more

I would give a 0 but they don't give that option. I made a reservation on the 22nd for today and had a conversation with someone about how I got called into work and needed all day play. I knew all day play ended at 7 at the Lincoln park location so I assumed it was the same for all locations. When I talked to the girl I said I would pay the boarding fee and was wondering if was possible to pick up around 7:45. She said that would be fine and said she would see me on the 24th. Multiple emails were sent as well with no response so I thought phone would be best. I went to drop off my dog at 2 saying I would be back soon which to they responded they didn't have a reservation and i was SOL. I had work at 2:30 down the street. They had no solution and kept telling me how they didn't have any beds available which I kept telling them I didn't need. Needless to say I was late to work, had to get a neighbor to watch my dog, and was given no solution to a problem they created. I feel like multiple people could use so more training and for someone who works in customer service they could use more of it. I know now that this is not a dependable hotel and will not be wasting my time or money here in the future. read more

Great location and super easy drop off. The groomer Annette is amazing but make sure you book ahead of time because she gets very busy. They have great events and dress up days for the dogs. Open 24 hours and the team is great. Highly recommend for all pups read more

Wag Hotels - West Loop - Rory! - Pet Groomers Near Me - Chicago, Illinois

My pup Belinda had a great first time at this location! Everyone was so sweet and welcoming the managers all came out to introduce themselves and it was just awesome getting those photo updates! We will be coming back soon read more

I had two experiences with the Wag Hotels West Loop location. One was pretty good. The other was frustrating and I won't be returning because of it. I brought my dog for the weekend in September 2023. It took someone almost 10 minutes to answer the door at 4AM but that was my only complaint at that time. My dog was well taken care of, the staff was kind and polite and I got pictures of my dog everyday. My dog left happy and I was happy. In the beginning of November 2023 I got a notification that I had a $50 charge on my credit card from Wag Hotels. I called to inquire and they insisted my dog stayed overnight the previous week even though he had not stayed there since September. Finally they told me the manager would review the cameras and get back to me. No one ever got back to me so I called a day later. Customer service told me Wag would be refunding the money. It rubbed me the wrong way that this happened because it comes off as unorganized and unprofessional but I do understand things happen. What frustrated me even more was that I had to call multiple times, I was promised someone would get back to me and no one ever did. No one ever apologized for the mix up. It just gave the air that they don't care. I won't be back unfortunately due to the unprofessional way this mix up was handled. read more

My golden spent 5 nights here and loved every second of it. We loved the app updates, pictures, live streaming and the add-ons to ensure she got 1:1 time and the treats while we were traveling. The team was extremely accommodating. I felt at ease walking in the door with how attentive their staff is. Also, we did a day stay and grooming session a few weeks before which were great. Nothing but satisfied after both interactions. Penny will definitely be going back! read more

Wow I can't say enough about this hotel & the service was amazing the lobby smelled great . I had to go to Chicago for business & I always love to bring my Fur baby. He was so tried was I picked him up . They said he played hard & made friends. I also received photos & a report card I give them a 10 ! Thank you Wag hotels read more

Wag Hotels - West Loop - Our fur baby - Pet Groomers Near Me - Chicago, Illinois

Horrible experience. Was doing the 5 day free all day play trial for this location and my 2 dogs will not be going back after being there for 3 days. First off you have a camera to watch and the rooms they have them in are just concrete floors with a couple slides. You can tell the dogs are all bored and sad. The people in the rooms are just walking around but not playing with the dogs. And everyday when I pick up my dogs they immediately go poop and pee... almost like they have been holding it all day. Which is not like them. They've been to other daycares and boarding and this has never been an issue. Also, I was watching on the camera and my smaller dog was being aggressively humped by another dog. I was waiting for a worker to break it up cause you could see my dog trying to get away. And no worker was to be found. To the point of my other much larger dog jumped on the humping dog to get it off our smaller one. And still no worker to be found. Then I tried to call them and when you call it sends you to general customer service which had a wait time of 30 min and then they transfer you to your location. So I ended up going to get my dogs early. I also ended up being charged for everyday. Which we had the free 5 day trial. I even told them this morning when I dropped the dogs off that I shouldn't have been charge yesterday and they told me it was fixed and won't happen again. I'm so glad I did the trial and didn't commit to a daycare package. They are overpriced for a concrete slab "play area" and no workers who play with them. read more

Never, ever will I ever consider using Wag again. Ever. NE-VER, EV-ER I registered my dog online to be boarded a full week before my trip. I sent in vaccination records, did everything the online registration forum asked and then I heard nothing from them via email or phone call (although other boarding places would contact me after placing a registration for a stay). Again, I heard nothing from Wag until THE DAY BEFORE MY TRIP only when I started calling to find out what the process would be for drop off. And when I say started calling, that's what I mean because you can't call your location directly. You must call the 888 number first and be connected. But before that, you will wait and wait and wait and I'm not exaggerating AT ALL. I would call and maybe speak to someone nationally to have them connect me to the West Loop location only to have them hang up on me. And I would call the 888 number only to have to leave a callback request. And I would call, be connected to West Loop only to leave a message. I called back and forth from 10 AM until about 2 PM only to have MARIE at the West Loop location finally tell me that I did not have the Bordetella vaccination and my dog needed to have it 3 days in advance. (although one of the very lengthy recordings I heard while on hold informed me that I could get my dog a bordatella vaccination right in their lobby for $15 on the same day! Which I mentioned and MARIE said she asked ROSA her supervisor about it and both acted like they never heard of this although this is the policy recording I heard from company they work for) I mentioned that someone could have told me this last week after I registered. Her response was "I emailed you several times. You didn't receive my emails?" This woman, MARIE, blatantly LIED right in my virtual face about something I could easily go back and check (which I did further angering me because of the deliberate gaslighting she just tried to inflict on me). I just hung up and rushed to call Pawsitively Heaven (my very first choice) where I was on a waiting list and where I ended up taking my dog. I'm so so so pleased to have not had to take my dog to Wag because 1) Not answering the phone when I'm calling to check on my dog is unacceptable, and 2) If you will LIE right to me on the phone, what will you do to my dog when no one is around? This screams bad character which appears to be a part of their company environment. Everything written here is the complete truth (actually I left some things out that would have made its worse) except for I may have gotten the names mixed up. The names involved are definitely MARIE and ROSA, but I didnt write down who was the supervisor and who I was speaking to. Honestly, it's a blessing that I was able to get him at Pawsitively Heaven and everything turned out like it was supposed to. But Wag Hotel? Never, ever, EVER will I consider this place for anything. EVER read more

Wag Hotels - West Loop - The first email was generated automatically when I registered. The second was sent the day before my trip after I called. I hate LIARS - Pet Groomers Near Me - Chicago, Illinois

My senior pet is 15 and rarely gets boarded. I found Wag online and because of the reviews decided to give them a try. I am giving 4 stars because the customer service is fantastic in person and when calling. There are several suite selections. I went for Deluxe! The unit was spacious-unlike a cage and had 24 hour television in the unit to keep my fur baby company. It also had a doggy cam. The view from the cameras aren't that great. While I could see in the suite, the views were extremely grainy and seemed so far away . Finally , since my pet doesn't speak...I unfortunately can't say if she had a good experience or not read more

We booked a grooming appointment at Wag Hotels because we saw another Aussie at the dog park that had a great haircut done by Wag Hotels. Annette did a great job listening to what we wanted for our pup's haircut and finished him in a reasonable amount of time. We will definitely be back! read more

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I enjoyed my experience at Wag. The Staff greeted me and pup as soon as I walked in the door. My dog was well taken care of and I felt comfortable leaving him for the first time. read more

Normally a Lincoln Park client but unfortunately Lincoln Park had a long waitlist and their GM recommended their Westloop location. And was promised that it would be just as wonderful of an experience and up to the same wag standards. I was nervous at first about the change but I had nothing to worry about they were amazing. It was just as an astounding experience, with the same report cards and great care, memories and we did a couple of enrichments the GM recommended. I'm so glad I found another place that we can trust as much as Lincoln Park. read more

I boarded my dog Oakley at Wag Hotels West Loop over the weekend and we had a great experience. The staff were very friendly and welcoming and reassured me that Oakley was in great hands. The photos they sent me of him during all day play were great! I looked forward to getting those while I was away. Being able to see the cameras as well really calmed my nerves. When I picked him up he was happy and the staff gave me an overview of how he did over the weekend. Oakley and I will be back again in a few weeks to use the service again! read more

So I had a boarding booked for my dog for a Tuesday evening two months in advance, with reconfirmation a month prior. The day I was supposed to drop her off (at 6 pm) I get a voicemail fro Wag Hotels at 1:42 pm saying that they cannot take my dog because she needs insulin administered and that they don't take diabetic dogs. On the boarding site it specifically asked what kind of medicines my dog needed, and I selected from a drop down list of medicines including insulin injection and a vitamin supplement. I also put vet detailed notes in the reservation notes and I say explicitly that my dog is a diabetic. To call the day of my reservation ion and less than 24 hours before I was scheduled to fly out of the country was not only irresponsible and immoral, but it was just plain incompetence. Knowing that is how they are now, I would not trust any dog's care with Wag Hotels in the future - they definitely do not have their acts together and this incident calls into question any services that they provide. Incidentally in the West Loop location the reception area really reeks of urine - not a good sign either! Stay far, far away from Wag hotels if you care at all about your pet's well-being. read more

This was our first time ever boarding our dog, only for one night. We were nervous and decided to go with Wag as they advertised 24/7 camera access in our dogs suite. When I went to check on my dog, as I wanted to make sure she was adjusting to the night away, the camera was not available. I called the facility 10 times before someone finally picked up at midnight. I had to resort to calling another Wags facility in Lincoln Park where I was told, "cameras not working happens". I paid the extra money for a nicer suite to make sure my dogs first time away from home was okay and no one was able to be reached for hours with no video available. I tried calling in the morning with no answer still, so I came to get my dog early cutting my vacation short. No sympathy from the front desk either, just an awful experience all around. read more

Annette and staff are phenomenal!!!!! My pup ernie banks and I were taking a walk, ernie wanted to walk into wag for a tour and he walked out with a complimentary pedicure. Thank you for everything read more

Wag Hotels - West Loop - Ernie banks! - Pet Groomers Near Me - Chicago, Illinois

This review is based on my experience bringing my new puppy Frankie to Wag in West Loop. Everytime we walk through the door, we are greeted by so much warmth and excitement. When you drop off your beloved "child" to a group of "at first" strangers it is is diffciult to build trust. Kate and her team immediately showcased their dedication to what they do and i must say I will be a client for life! Frankie and I enjoy how good natured and easy going the team has been. I trust them to always do the right thing by Frankie and by extension, myself too! Please try out the Wag Hotel, you wont regret it. Thank you again Kate and to your team for being kind professionals. I can't say enough how lucky I am that I spend money to ensure not only my Frankie is safe and well cared for but extra bonus he comes home and knocks out all night because he has so much fun all day! read more

Wag Hotels - West Loop - 5/12 at home after 8 hours at daycare or summer camp at the second best place (first being my lap) in the universe. - Pet Groomers Near Me - Chicago, Illinois

I took my pup Arlo for day care and a grooming service with Annette and I was very impressed by the quality of service my pup received there. My girlfriend and I loved being able to see him play and interact with the other pups on cameras while and the photos we received were great! We will definitely be coming back to the West Loop location! read more

Great experience as always! Came in this week for a grooming service with Annette and my pup came out looking great - just as I expected. She always does a great job and makes sure to ask if it's 'the regular' or if I want her to take care of something specific, which I really appreciate. Front desk team is nice and friendly as we check in and check out. We will be back! read more

Wag Hotel provided exceptional care for my dog, Bella. She received the best treatment and came out incredibly happy--she didn't even want to leave! The grooming staff is a top-notch crew, giving Bella the best haircut I've ever seen. Her anal glands have never been more perfectly expressed! I can't recommend Wag Hotel enough for their outstanding service and attention to detail. read more

I have brought my dogs here five days in a row. Wags first caught my attention with the cutest welcome sign for new guests. Second, the periodic photo updates you receive throughout the day lets you know your pup is doing ok. Third, the webcam will have you in a chokehold because you will be so wrapped up in all the cute happy dogs running around in real time. I knew this was the atmosphere my dogs after I brought them home the first evening and they went straight to bed. I knew this was their Happy Place when I went to take the trash out (through my garage) and both dogs stood by my vehicle ready to go and as soon as we hit the exit ramp, heading to Wags Hotel West Loop they started barking in the car as if they knew where we were headed. Thank you Wags West Loop for giving me a peace of mind. read more

We love Wag Hotel West Loop! The team is amazing. They really care about the pups! Annette is the best groomer, too! Our dog is large and afraid of water, but Annette is able to give her a bath without drama! It's wonderful! read more

Annette has been grooming my two pups for the past three years. Binx & Luna absolutely adore her, and she has turned Luna specifically around when it comes to bath time. Luna is a rescue with high anxiety/special needs, Annette has built a strong bond with Luna and now she won't leave the grooming space once allowed in! I think she'd take a bath from Annette every day if given the opportunity - meanwhile she won't be caught within 5 feet of the shower at home! Highly recommend Annette for any dog grooming needs! read more

Annette, our 86-pound black golden-doodle's groomer, is the BEST groomer that we have ever had for a fur-baby. She is patient with him (he can be quite the stubborn boy), listens carefully to our particular grooming requests, does not charge us for things we do not need and gets his cut right every single time. Cooper loves Annette and we won't go to anyone else! Highly recommend her! read more

Annette has been grooming our little 6 1/2 pound fur baby for a long time and we could not be more pleased. She is very kind and thorough as well as accommodating. read more

I take my 6 lb Yorkie mix here for regular grooming. Annette always does a great job with him even though he can be a bit of a monster. I also appreciate that I don't need to schedule months in advance like at many grooming shops. read more

Although WAG hotels markets itself and charges as if it's a premium daycare, the facilities are poorly run. The communication from the front desk / your pet information in the app, does not make it to the employees working. All three experiences I have had at various locations was the same story of my dog being overfed / getting sick / not returning his toys. He's 7 pounds and was fed an entire tub of treats... it's commons sense that that is too much for a puppy of that size. Also, the west loop location is charging $35 for puppies day out when their signage says $30, and even after reporting this to the GM, no action or follow up was taken on their website. Just disappointing as I've spent close to $400 with WAG. read more

Constant last-second cancellations. Poor customer service, I was being passed back and forth between management and groomers. Made my old dog get 2 painful vaccinations before her appointment only to cancel last second once again. read more

Adriana was very helpful And I would go back because of her. Highly recommend this place.

Terrible experience for my dog. As a small business owner, the customer service was abysmal and not up to the standard that I paid for. Had no way of knowing if my dog was okay. Don't take your dog here. read more