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| - This is about PetSmart's PetsHotel or Pet Smart's Pet Hotel at 90th and Shae in Scottsdale, AZ. Our dog has been here several times. I have always provided PetSmart with our own food and treats for our dog. After one stay, our dog came home throwing up, which never happened before. We all talked and assumed maybe she was given some treats that she shouldn't have. She threw up a little bit each day for about a week. She stayed again this last week, and we requested that the whole staff know that she couldn't be given store-provided treats or food. I called mid-week to see how she was, and I was on hold for 20 minutes. The phone was picked up by 4 different people. The final associate told me our dog was eating about half of her food, but she was otherwise fine. She apologized for having me on hold for so long. I said that wasn't a problem because their first priority was the pets, and I just wanted to make sure our dog was OK. I was reassured that she was fine, and the staff was continuing to give her only the treats we provided. My husband picked up our dog 4 days later, and she was covered in diarrhea. She is white. When she came home, she drank 2 bowls of water, and continued that all night long. Either she was given something she shouldn't have eaten, or she had a nervous stomach, but she was certainly neglected. When I called, they should have told me how she was feeling. If she didn't have diarrhea at that time, they should have called me when it first appeared. Perhaps she could have been treated by PetSmart's onsite vet. I've called PetSmart twice to hopefully find out what happened. On one call, I was on hold for 30 minutes, and I had to go so I hung up. I called today I wasn't put on hold for long, but when I described the situation to the girl who answered the phone, she said, "...and HOW can I help you?" Then I asked for a manager. A second associate answered, and she said she was sorry because both managers were out. At least SHE apologized, and asked if I wanted a manager to call me back. I thought about it for a second, and honestly, how could they help me? Neither of them asked how my dog was feeling. I can't imagine what her cage looked like or how long she was sitting in it. Hopefully this review will prevent something like this from happening again, because they seem understaffed which may explain the long hold times, and the lack of attention to detail to a sick dog, who has since gotten better, and has never been sick again at other doggie hotels.
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