Our dog regularly attends daycare elsewhere, however, we needed to board our pooch and didn't like the idea of a regular kennel. Based on the other glowing reviews, I decided that this was the place to go. In order to board your dog here, you have to attend one day of daycare so they are able to determine how your dog interacts with others. As we expected, our dog passed with flying colors.
I was very impressed with the building; it's a large and clean facility. Unfortunately, the staff failed to impress. When I dropped our dog off for the test-run, the woman that greeted me at the counter could not have been less pleasant if she'd tried. It was almost as if I was ruining her day by simply walking through the door. I decided not to let that get to me and, instead, I figured she might just be in the midst of a bad day.
Unless everyday for her is a bad day, I was mistaken.
For dogs that participate in the slumber party, you must drop them off by noon. However, I was unable to get away from work early and, as it is the right thing to do, I called to let them know. I was informed, and I quote, that my dog wouldn't be able to do the slumber party because he would &quot;ANNOY all of the other dogs if he weren't there by noon.&quot; Excuse me?! That's how they talk to customers?? I asked what I could do, since I had already paid half of the fees as a deposit and she snidely informed me that I could upgrade to a condo for an extra $10/night.
I am not a confrontational person and I rarely write reviews or complain to strangers about service at any company. The other reviewers must have had a very different experience than mine. I simply cannot imagine anyone calling those people pleasant. It's truly sad, though. It would be a top-rate place if the service stood up to the awesome facade.
claimed iconBusiness Response10/27/2009
We are very sorry that this customer did not have a good experience.
Over the past 10 years of opperation, being the innovators in cage-free boarding in Reno, we have developed the safest possible way to handle group boarding and day care. Doggies are very excited when they arrive, and it can take a while for them to calm down and settle in, and it is much safer when all the doggies are at about the same energy level. When a doggie arrives late in the afternoon after sleeping all day while their parents are at work, it causes problems... the doggie can inadvertantly "annoy" the other doggies that have been here since the start of our day and are getting tired. This can cause arguments, and the last thing we want is to have an injury. That is why we have very specific rules on our boarding contract regarding the before noon drop off for group play and slumber party boarding. We suggest and offer other options to customers that cannot meet the before noon requirement... have a friend drop off the doggie, take an early/long lunch to drop off the doggie or, when availabe, upgrade to a suite or a condo for the first night for an additional fee.
We are very sorry that the circumstances caused us to react in a rude way.