S
Extremely disappointing experience. We were booked for boarding for the end of May, but had to cancel after our dog developed kennel cough. We notified them with plenty of advance notice (a little over a month), as bringing a contagious dog into a daycare/boarding facility would have been irresponsible and could have put other dogs at risk (especially considering their kennel cough outbreak a few months ago). Despite doing the responsible thing and cancelling well ahead of time, they refused to refund our deposit. It’s incredibly frustrating to be penalized for prioritizing the health and safety of other dogs. This response showed a serious lack of fairness and customer care. Based on this experience, and the experiences of those in the community who have complained about their dogs being injured, neglected, dirty kennels, and unfilled water bowls in the care of new management, I would strongly caution other pet owners to avoid booking at this location with the new management. UPDATE: In their public response to my review, management stated: “please call management to make arrangements for a refund within the next week.” I responded promptly by email, explaining that I was not comfortable communicating by phone and preferred to keep communication in writing. I also provided all information needed to process the refund. They have refused to send the refunded that they publically committed to. At this point, it feels like the offer of a refund was made publicly for appearance purposes only, as no refund has actually been processed and no follow-up has been provided privately.
