I made arrangements for an 11 night stay for my 2 dogs to share a 4x6 space. When I dropped them off, I asked how many times a day they are taken to the relief room and was told twice per day. I was shocked and explained that would not be enough for my older dogs. It was explained to me that if they relieved themselves in their space, they would clean it up. Unacceptable to me for 49.00 per day for 2 dogs. I was told that if I paid for play time, they could go to the relief room 2 additional times per day. I agreed as I knew twice a day was unacceptable. I could have left them with our Vet for 25.00 per day, but thought they would be more comfortable at Petsmart for this longer stay.
Feeling upset, I called the next day and spoke with Manager who said they take them 3 times, if time allows. So, my dogs would go 5 times per day, since I agreed to pay for two play times. I don't understand how they will take them 3 times, only if time allows, but can manage two more times if you pay extra.
I later looked at their website and under services and amenities, it states 2 walks per day and unlimited trips to relief room. I shared this information with the assistant manager when picking them up. She said I was paying for play time, not pottie breaks. I explained that I was told this was the only way they would get additional pottie breaks. She did remove the play time charges, but I do not intend to return to Petsmart. Have done lots of business with them here and in Tx. Boarding, day care, and nail trims. Paid a total of 567.00 which included an additional 28.00 for extended boarding. That's fine, but I did drop off and pick up at the same hour of the day, so it really wasn't extended.