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| - So disappointed after being impressed. When I first visited the pet resort I was given a tour and was impressed with the facility and Ryan who gave me the tour. I was going to be traveling and needed to board my dog for 11 days. I reserved a 'Pavilion' kennel so my dog would have access to outside as he has a doggie dog at home and is used to going in and out and I also paid extra to have some one-on-one play time with a member of the staff every other day. I brought my dog there for a day in a kennel, before my trip, so he could get used to the smell, staff, and being let out to go 'potty'. I double checked my reservation and was told that all was in order. When I dropped my dog off I was a little less impressed with the lady who did the check in - she did not seem like she was having a good day but since I was so impressed on my first visit I did leave me dog as scheduled. I provided them a bag of chewy treats for my dog, all following their guide lines on what chewy's he could have and asked that when he finished one, please give him another (there were six chewy treats/toys) My dog has a lot of energy so my thoughts were that with the indoor/outdoor access and the chewys he would occupied. When I came to pick my dog up I saw some credits on my invoice. It was explained to me that the 'Pavilion' kennel, with the indoor/outdoor access was not available, for five of the 11 days, when I dropped him off so he was placed in another kennel that did not have outdoor access. Also when I picked him up only one of the chewy treats was given to him, on the day of drop off. They then alerted me that my dog had 'digestive issues' during his visit in the first few days. Well that didn't surprise me since he had no outdoor access and no chewy treats to help burn off his energy. When a representative from the kennel called the next day she stated that normally their customers were fine with the credits when a dog is moved to a kennel that is cheaper (no outdoor access) which made me think - this is common practice for them??? It also got me thinking that since they had no problem promising me the kennel I requested and not letting me know it was not available (over booking sounds like) did my dog really get played with when he was supposed to???? Extremely disappointing. The rep then asked what she could do to make this right. Well it would have been great if they would have given my dog some outdoor time, as he should have had or have someone play with him one-on-one while he was couped up with no outdoor access but that did not occur. I'm not sure how they could 'make it right' after the fact. Bottom line is I will NEVER bring my pet there again because I don't trust them now. This really is a bummer as I will be traveling for work soon, just a few days at a time, but now I need to find another kennel. Also not sure why my dog could not be in an area with other dogs as he is passive and a enjoys to socialize with other dogs. Again extremely disappointing and I don't see how they can be trusted.
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