Wag Hotels

Kara Barnett

I have been taking my puppy here for almost a year now and i am happy with the service. My puppy is a little rambunctious and is still learning how to play calmly with other dogs and they are so careful to watch him, give him timeouts when needed and update me if there is anything I need to know. The staff is patient and kind and are very flexible with last minute changes and requests. They took special care of him when he had to spend the night there while he was recovering from a minor paw injury and gave me updates when they changed his bandages. I love being able to see him on the webcam when he's in all day play and /or in his boarding suite and he always comes home, tired and ready for a nap! Special thank you to Ronnie who helped me with a last minute reservation for a busy holiday weekend and made it possible for me to enjoy my vacation knowing he was well taken care of.

Brandy Barber

We're really pleased with the daycare our small, energetic dog receives at Wag. The staff have all been pleasant and genuinely like dogs -- you'd think that would be the case at all pet facilities but you'd be surprised. I feel comfortable using Wag, and my dog seems to have a lot of fun when he is there.

Ij

We have not had the best experience with boarding our 9 month- old puppy here. Our dog has stayed twice for 2-3 days at a time in the Ultra suite and the Deluxe suite. We were promised video monitoring via a Petzi cam, but had to call to obtain the link to use the camera because it was not sent to us on both occasions. Additionally, the camera is supposed to dispense treats, but we notified staff that we were unable to dispense treats using the Petzi app and were informed this was because the treat dispenser was empty. Calling the facility has been hit or miss. A majority of the time there is no answer and after leaving a voice message one has to wait 24 hours before receiving a response. All in all, we have not had a great experience and given the disorganization at this facility, I am doubtful that all of the services we paid for during our puppy's stay were provided. Our puppy also came back lethargic and with upper respiratory symptoms (runny nose and sneezing incessantly) though he was up to date with all his shots including canine influenza.

Sonia Dickson

AS you maybe doing right now we combed the reviews to get an idea of how customers felt about the various options available in LA for your pet care. We hope this review helps you as you make an informed decision. We read reviews and narrowed our choices down visited various options and decided on WAG Hotel close by us in Hollywood.We booked a 8 night board for our puppy, July 30th- August 7th 2021. We felt it prudent to have our Puppy spend some time there prior to boarding and felt comfortable with the staff and his positive response to the day care. We left for a much needed 8 day vacation to Northern California- not too far- and we’re reassured by WAG staff we would get daily updates and some photos and all would be well. Three days into our trip we had one report and one photo so I called just to check in and was reassured our puppy was doing well. We had been assured daily reports and some photos. Six days in we got a call from Victor - staff at WAG- that our puppy may have Kennel cough and we needed to pick him up. We quickly worked on a plan to have him collected as soon as possible. We called our vet to arrange an appointment and cut our stay short by two days hopped in the car to drive back. We arranged for our niece to collect our puppy and get him to the vet. I called a few times to update WAG on pick up times who would pick him up and to ask how he was. Our puppy was checked out by our lovely Vet Dr Orme and prescribed medication for Kennel Cough however she was alarmed and saddened to tell us he had two bite marks on either side of his neck that were slightly infected needed cleaning and were signs of a larger dog picking him up by his neck. She asked if we knew about this. We were alarmed saddened shocked ….. and frustrated to Not have been told That no one at WAG noticed or if they did called us or tended to our puppy and worse of all left him untreated! We immediately called WAG Hotel and spoke with Savannah and explained the situation and followed up with an email, pictures of the bites and our vets report noting the treatment. Savannah responded in a manner that was empathetic and she demonstrated a professional approach assuring us she would look into it. She was clear that daily reports should have gone out to us also. She also let us know that that no dog at WAG should not only not be bitten but that it not being noticed treated and communicated immediately to us was not in anyway reflective of their procedures. The following day I called to check in on the status and Savannah called back acknowledging that there had been significant protocol and procedural deficits and the situation never should of occurred . We were offered two nights free and an upgrade on a room for our next visit. I was respectful but clear that the for us the issue was 1. That the lack off staff oversight, care and communication was the issue for us and the resulting issues for our puppy. 2. That a two night refund was not acceptable that a full refund would be necessary since none of their advertised and verbally assured protocols had been provided to our dog 3. We would never dream of returning our dog to a place that was unable to provide basic care safety to our dog so the offer of an upgrade was declined Fortunately my communication style is respectful and assertive and Savannah is able to be an active listener and understood rightly so that since WAG HOTEL was Unable to provide care and safety to our dog and she acknowledged this said she was working with staff to rectify this and refunded our invoice. We understand this has not been other people’s experience as like you we read reviews and made our decision based on visits and reviews and asking around for recommendations. We hope if you do choose WAG HOTELS your puppy/ Dog does not have the awful experience ours did. It should also be noted no-one from WAG hotels has since called to ask how our puppy is doing, which for us supports our decision to never use this service or recommend it to anyone again.