Wag Hotels: Redefining pet boarding and kennelingReviews of waghotels.com

To Wag, This company’s leadership is horribly structured and maintained. Anyone looking into working at this place at any level should completely reconsider. Wag has complete disregard for their employees and their development. Truly a terrible company with an immense amount of issues. Seriously disgusted by their performance after viewing the company from the inside. They have no idea how to value an employee, especially when members are incredibly coachable, adaptable, and tenacious. They have so much potential and they throw it all away with illogical decisions. Wag is terribly ran.

I had a horrifying experience at Wag Hotels Santa Monica that I need to warn other pet owners about. When I dropped off my dog on a Thursday, I gave clear feeding instructions to the "team lead", so I thought she was in good hands. She was to receive house chicken kibble for breakfast and lunch, and her own food with a treat for dinner. These instructions were acknowledged at check-in and she was the only one being checked in at the time, so it appeared as if everything was being documented without any rush. On Sunday morning, I received a call from staff saying my dog had blood in her stool and was eating very little. I called back immediately and accepted the suggestion that she be given a pumpkin topper with meals for her stool, a CBD treat to ease her anxiety, and that I receive an update that evening. I was assured this would all be done and noted.That update never came. When I called later that night, the staff had no record of my requests. They simply repeated to me what had already been communicated, “Your dog has blood in her stool. Would you like us to give her a pumpkin topper?” I was shocked. Obviously, my conversation wasn’t noted in their system. I asked what her condition currently was, what she had eaten and if the blood in the stool was still present. There was no documentation, so the receptionist said she would ask the night staff. The night staff came on the phone and said, “Your dog has only eaten a treat today.” I said, “Why? Is something wrong? Why isn’t she eating her meals?” The night staff, then said, “Oh, we’re only feeding her once a day with the treat.” So, despite the fact that I’d clearly specified three meals per day and and a treat and that it was documented by the lead on staff, somehow she was only getting one meal a day. When I explained how obviously this was upsetting, the night staff checked my dog’s “room card.” She confirmed that she had been wrongly marked for only one meal daily with a treat. My dog missed 6 meals over the course of 3.5 days. Meanwhile, no pumpkin or CBD was ever administered, and no one followed up with the promised call. In addition, no one thought it was bizarre or to check-in that my dog was only receiving one meal a day or to tell me that she was only eating a treat. Does this sound like an establishment that is thoughtful or caring? I spent hours over the phone from another country to fix what should have been basic, compassionate care. As well, I find this level of negligence deeply alarming—not just for my dog, but for every animal in their care. If this is how they treat a brand new customers, I can’t imagine how worse things might be for long-term boarders. I had to scramble to find emergency new boarding for my dog, losing hours of work and paying twice the cost I’d originally planned. And I was told I might get a “discount” for all this. Really? What discount makes up for ignoring a bleeding animal and starving her for days? Wag Hotels was highly recommended to me, but this experience was beyond disappointing—it was dangerous and could have been deadly had I not done my due diligence to follow up. I would NEVER trust them with my dog again.

GOOGLE chronicle and wag hotel. I AM SHOCKED that this place is in business!!! They abuse their staff and animals. There is not enough staff and the animals don't get the care they deserve. MOLDY food and *WASTE all over. They are dumped into a room to rot while you are on vacation!! HORRIBLE

If I would have seen these reviews and the ones on Yelp, I would have never taken my two dogs to this overpriced and cruel place. I’m not sure what they have going on at this establishment, but don’t take your loved pets! If I could give them a zero star I would. My dogs stayed for 10 days and were scheduled for a bath. To my surprise, me showing up a day early enlightened me to the filth my pets endured. They literally stunk so bad I nearly vomited. To describe urine, fecal matter, dirt, and old wet dog food mixed in one is the best way to describe what my dogs must of been lying around in. It was horrendous. Secondly, I called to check on them, the gal said they’ve been great and her notes described they hadn’t really been eating. I expected that to happen, so when I came to pick up my dogs, only 2 cups were left in nearly the big bag of food I brought. So if they weren’t eating, what happened to the dog food supply? Did the feed them and toss it if it was untouched, or maybe they collect it to use for other dogs. Unbelievable, but what takes the cake Is that dogs can’t bark without crackling, squeezing, or squealing. It’s not kennel cough… These dogs have likely been subjected to having a choke collar or some device preventing them from barking. If the matter doesn’t get better, I will be taking them into the vet. Both dogs have literally been sleeping for 5 days, which is somewhat expected, but they’re hurt and weren’t treated well. It’s depressing!!! Also, they charge an arm and a leg, yet they have the audacity to request a tip at checkout. I hope this review helps someone. This place should be investigated. Something happened and from the other reviews I’m not the only victim of this place. I could have used this when I trusted google reviews.

They have repeatedly been found to neglect and abuse dogs. Allowing them to go hours late without feedings and not bathing them or caring for them when they get dirty

mistreats dogs, doesn't stay true with standards they say they have, awful. SHUT THIS PLACE DOWN!!

Please shut down this AWFUL facility! Pets are mistreated here!!!

Staff is completely disrespectful! If you need responsible and reliable services, I'd recommend finding somewhere else. Background Booked a dog boarding online (for a 15 day stay). Filled out all of the paperwork which included vaccine records and a bit more about my dog. Reservation was sitting in Pending so I contacted the business. I initially spoke to the Customer Support then was sent to the store. Back and forth continues over many days. I was told that the appointment was going to approved but they were going to wait until the day before the stay to approve which is quite uncomfortable given that we would need a back up option. Two days before the stay, I was declined. Thankfully I had a backup option with Rover.