DogVacay is the leading online service connecting pet owners with over 60,000 loving sitters across the U.S. and Canada. With our five-star-rated sitters, 24/7 customer support, and daily photo updates, pet parents can travel or drop their furry friends off for daycare with peace of mind. And with DogVacay handling insurance, payment, and customer support, our sitters can focus on what they love most—animals!
DogVacay (dogvacay.com) has 3,002 customer reviews on Five Star Index, with an average rating of 4.9 out of 5.
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W
As a host, we want our potential clients to know more of our previous guest dogs experiences by photos. However, dogvacay limit to upload 50 photos. We definitely want to upload more photos . Plus,I am not able to success upload photos with the app to share with my client in 3 days.Dogvacay charge 20% but there is no customers service at all.
Angelique
It would have been nice to get a notice of new charges in email or something when we our sitter rescheduled. Lesson learned
Response from DogVacayJan 5, 2017
Hello, Angelique - Thank you for your feedback! We understand that plans change or incorrect dates are put in, so we try our hardest to alert our community to these changes. In your case, it looks like there was a duplicate reservation that needed to be canceled so you would not be charged twice. For these types of situations, we do send an email out to both the Guest and Host. If for any reason you did not receive this email, please contact our Customer Care Team and they'll be more than happy to ensure that you receive the appropriate communication in the future. We hope your pup had a great Vacay! Best, DogVacay
Chris R.
I am sick to death of the incessant spam ads. Love the sitter. Hate DogVacay. We're recently retired and already have several trips planned where we will need boarding service for up to two weeks. I hate to give up the wonderful sitter we found through DogVacay, but it won't take too many more of the ads before I pull the plug.
Response from DogVacayNov 30, 2016
Hello, Chris - Thank you for taking the time to express your frustrations in regards to any DogVacay emails you receive. First and foremost, I do apologize for the inconvenience these emails may cause. I do, however, want to let you know that our Customer Care Team is always more than happy to opt you out of receiving these emails. I would hate for you to lose out on a great pet sitter due to emails we send out. Please feel free to give our Customer Care Team a call (or send them an email) and they'd be more than happy to remove your email address from our mailing list so that your pup can continue to have amazing Vacays. Thank you!
Kent H.
Had to cancel due to job moving dates. Was not aware of a cancellation fee. Even though it is small, it is the principle. Will not be using DogVacay again. The host did wave the stay fee, it was the 'non-refundable Trust and Safety fee' that DogVacay charged that I am talking about.
Response from DogVacaySep 16, 2016
Hello, Kent - Thank you for taking the time to express your feelings in regards to our Hosts' cancellation policies. Each Host has the ability to set their cancellation policies to one they feel best suits their services. However, they also have the ability to waive those fees and provide their Guests with a full refund, minus any applicable fees. If anything were to ever occur that would prevent your pup from going on Vacay, make sure you tell your Host and ask if they are willing to waive their policy due to the unexpected circumstances. A high percentage of our Hosts will waive their policies in understanding. I do apologize for the frustration that you have experienced, and hope you will be open to the idea of your pup enjoying a Vacay in the future. Thank you!
Erika
Unfortunately, I can't give the company a good review. The product idea in general is very good however, there is yet a major problem the company needs to fix. Due to the nature of the product and how their system works, dogvacay's customer (hosts) can greatly damage their brand image and result in loss of users. I had booked with one host for 8 days but she cancelled one the SAME day I was supposed to drop my pet off. She didn't have a clue my dog was coming but because I called ahead to make sure everything was ok she then realized she had accepted a booking she couldn't take. She never updated her availability on her schedule neither does DogVAcay has a strong enough penalty to avoid these problems. I truly believe that if the company makes its customers (hosts) be fully charged when cancelling, then they would be more careful and would greatly encourage them to CONTINIOUSLY update their availability. Thus, the company can use those charges to pay their users for any financial difference in the new booking they must do! Only giving a discount doesn't make me, as the user, happy. I will always warn people they can get in big trouble when booking with your company. You first offered me $25 coupon which helped me with nothing! I had to ask for more and just because I had to ask makes you and your managers look like you don't really care for your customers. If you don't value your users then your chances to grow are automatically reduced! Anyhow, you could do million of things to make up for the hosts mistakes but for some reason you don't. Erika
Response from DogVacaySep 16, 2016
Hello, Erika - Thank you for taking the time to share your experience with us. First and foremost, I do apologize for the inconvenience you have experienced with a member of our Host Community. We strive to stress the importance of updating one's availability as we understand how frustrating it can be to find out at the last minute that your Host is unable to continue with your reservation. Due to the fact that we understand things can happen, we have a Concierge Team available to assist our Guests in finding the most suitable Host possible for their Vacays and will work and support you throughout the entire process. Also, if you ever have an experience that negatively affects you, our Customer Care Team would be more than happy to forward your feedback to the appropriate team to review. We are always looking for ways we can better our services so that we can provide the best experience possible to our Guests. Thank you!
Jacqueline
I joined DogVacay in July and on our 1st reservation, we had an amazing dog sitter. She lives 30+ minutes south of our home and we normally travel north when we are out of town. We have tried 3 other sitters: 1) Forgot to change her availability online so when we selected her she remembered she was on National Reserves duty that weekend (I believe you get your schedule for the year but...), 2) I mentioned in my request my dog has a lot of energy, the sitter she had a baby and didn't really take young dogs. I let her know there is a button she can select in her profile that says ages of dogs she is interested in taking, mind you I don't work DogVacay but felt she needed some guidance.. 3) requested a sitter based on her availability and profile which indicated she would reply within 24 hours, that was 96+ hours ago and still no response. I called the DogVacay concierge to ask if I was just having bad luck and he didn't really care, just wanted to decline the request and said to try again.
Response from DogVacaySep 16, 2016
Hello, Jacqueline - Thank you for taking the time to detail your experience with our DogVacay Host Community. First and foremost, I would like to apologize for the frustrations you have experienced when reaching out to our Hosts. Please know that our team has been working diligently on ways we can best ensure that our Hosts keep their availability up-to-date and we are constantly looking for the best approaches to make the reservation process as quick and painless as possible. Again, thank you for providing this feedback as it is through feedback such as this that allows our team to review current processes and policies. Best, DogVacay
Rebecca
I originally liked DogVacay and even used it 3 times. But then my pet came home with fleas, something that has never happened using a regular boarder. When I complained about it, I got a generic form letter email stating that this is something DogVacay isn't responsible for and there's nothing to be done. As much as I wanted to continue using and recommending DogVacay, I feel like my pet is in better care at the boarder.
Response from DogVacayAug 9, 2016
Hi Rebecca, Unfortunately we are limited when it comes to these pests. Per our terms of service, flea and tick situations are not covered due to their nature. Although it is recommended that each pet be on flea control / preventative it is virtually impossible to prevent fleas from jumping onto a pet even while on a preventative. Flea issues, especially during the active summer season, is not uncommon and can vary depending on the location and pet(s). Best regards, DogVacay
Dr. P.
The one time I actually had a DogVacay sitter (a) respond in a timely manner; (b) accommodate my time frame; (c) stay present with my dog at all times (!); and (d) handle more than one dog at a time in a safe and affectionate way, my experience was AWESOME. But all the other DogVacay sitters I've contacted either (a) cancel *after* confirming the reservation (yikes!); (b) do not respond in a timely fashion; or (c) indicate that they won't actually be present while sitting (double yikes!!). So I'm....thinking DogVacay needs to add more training and insist on certification and standards for its sitters.
Response from DogVacaySep 16, 2016
Hello, Dr. Pfeiffer - Thank you for taking the time to express your concerns regarding your DogVacay experience. First and foremost, I would like to apologize for the inconveniences you have encountered when reaching out to our DogVacay Hosts. Your feedback has been forwarded to our Host Community Team, as we are constantly looking for the best way to ensure that our Hosts know the consequences of not responding in a timely manner or not being fully transparent about their availability. Thank you, DogVacay
