Honey the Pit B.
A great concept but not the best company to partner with.
Working for a year with DogVacay there has been some good and bad. The good is they handle all IT, website, billing and payment functions. They are 100% on top of billing and payments. They provide a great platform to build and tweak your own site. The bad is that their support for host families is slow and time consuming. We run our business as flawless and exceptional as possible because it is a reflection on us. We wish DogVacay did the same. Especially during off hours when they use a call service and a few times a person able to make quick decisions could not be located. Their HQ is on the west coast and their business hours (when they are fully staffed) is not conducive to east coast times.
Response from DogVacayDec 17, 2015
Hello, First and foremost, we sincerely thank you for taking the time to write such an honest and detailed review. We appreciate your candid feedback on our Customer Care support hours. While we do offer 24/7 support, during the late night hours we have a blended team of DogVacay Associates working on cases and a support team whom, if the other associates are on another call, answers and quickly takes a message for us to return to ensure we are handling all contacts. If it's an emergency they will then be able to reach out to have our Trust and Safety team get involved if need be. If the call is not an emergency, you may hear back from us that same night via email and/or by phone early the next morning. Again, we do appreciate your feedback as we are always evaluating our Customer Care policies and how we support our Community so your input is extremely valuable. Warm regards, DogVacay