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| - It is astounding how quickly LV Dog Resort responded to the truthful / factual review posted here, thus spewing non true retaliatory comments on this forum. Unfortunately, continuing to defend and point fingers and refusal to take any accountability / responsibility. This is a very poor quality in owning and running a business, particularly a business that is supposed to be caring for our beloved pets, which most people consider family / children.
In response to the erroneous response from LV Dog Resort:
1. Look closely at the contract dated 3/3/2016, weeks before their stay. Where is the final contract that was changed by Roshelle per my request on 4/4/2016 at check in? We have a copy, so should LV Dog Resort, as Roshelle is the person who manually documented the changes.
2. Our arrival to LV Dog Resort: Alexis had to buz us in, as the door was locked. As we were walking in, she frantically rushed through the door to the back where the daycare is. No hello, greeting, nothing. We were very excited to see our dogs / cat, so we went directly into the Palace Suite... only to find no signs of our dogs... it was shortly after this that I saw my dogs running UNATTENDED and no leashes; running aimlessly in the lobby. You say they were excited to see us? Of course they were, however, put your thinking cap on... why were they not on leashes, or supervised? What if the front door had opened and they darted out the door? We are not the first customers this has happened to, and truthfully, this should be a HUGE concern for LV Dog Resort, as it will only be a matter of time before someones little fur baby runs out and is lost, or killed by a motor vehicle!
3. As for the check out time, correct, we were aware of this, however, we were never informed of the pet release protocol details. Perhaps this is information that should be given to customers in writing, i.e. "check in / check out details". Just a thought.
* "Your dog chewed his bed..." Really? This statement is identical to one that a child would use in grammar school "my dog ate my homework!" ALL of my dogs are seniors and no longer chew. And when we asked Alexis what happened to the bed, she said, "The staff attempted to launder the bed, putting the entire bed in the washer and it got stuck... our washing machines have been known to do this... I am sure that Shana will reimburse you." Instead of your staff informing us of this, they sneakily stuck the severely damaged bedding in between the unlaundered bedding which was all folded in a plastic bag. We asked Alexis why all of the other bedding was not clean, she said, "it was too difficult to clean the beds, so they decided to not attempt to clean the rest of the beds". This is one of the reasons we initially called the owner "Shana", we were standing with Alexis when the first calls were made and we were getting no response, so Alexis called Shana and Shana answered, saying that she was driving to Los Angeles for personal reasons and would return our call... but she never did, again, we had to initiate another call to her.
* If our dogs meds were administered per the instructions left, why then, were the bottles still at the same level as when the dogs began their stay... our pets were in the care of LV Dog Resort for 14 days. We have learned that others, have had similar experiences with their pets not receiving their meds, or special needs requests. Tropicana has nothing to do with LV Dog Resort, as it pertains to us, or our pets. Tropicana was NEVER blamed for our dogs death... this is a false / defaming comment to attempt to justify the actions of LV Dog Resort and possibly even to bully us into removing our review. Not going to happen! As others have the right to know our experience with this business establishment.
* I will never be ashamed for sharing the truth, so that others can decide for themselves where and who they want to put the care of their pets in.
* To insist that I lied... is blatant justification by the representative of LV Dog Resorts lack of communication, accountability and responsibility. There appears to be a similar pattern here to our experience, from other customers, i.e. other reviews, or perhaps they are lying too.
* We never blamed LV Dog Resort for our dogs death. He was a senior dog with an old age illness, as previously stated. Not getting his meds as instructed, I am guessing is not optimal considering his already fragile health condition. And yes, we suffered terribly from losing him, but sadly, not one condolence, or kind word from LV Dog Resort which is very telling of the character / ethics of this business. Communication is integral to the success of business / life and compassion goes a long way too. The review was completed to inform others of our experience which is our right as consumers.
I (we) will stand 100% behind our words.
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