I visited on one of the busiest weekends (as they said). It was standing room only. The front desk people were so kind, informative, and the best under pressure. We waited three hours, but there wasn't any frustration as they were busting their humps to get people back. The vet, Dr. Laredo, though exhausted, was thorough in examining my cat. The cost to treat was reasonable and they gave us options for treatment. I didn't feel overcharged or overwhelmed or taken advantage of just because it was an emergency. As I sat waiting for my cat, I wondered what magic juju was being put in these people's coffee to make them so pleasant and calm despite the sadness and anxiety surrounding them. One receptionist sat on the phone giving directions despite the fact the person on the other end sounded like they had not been more than a mile away from her house in twenty years. This place is amazingly magical.