Pet Play House
2403 E 4th St, Reno, NV 89512
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On Maggie's first day, she was a little shy and sat down a lot - preventing the time honored dog greeting of butt sniffing. She probably was also picking up on our anxiety - my husband was going in for an angioplasty. We live in Gardnerville and I wanted to stay in Reno while hubby was in the hospital. When I called to check on her, they told me she was very cuddly with the staff and doing just fine. When I came to pick her up, she was asleep in the arms of the attendant! I was grateful to know that she needed some extra love and she got that. The next day, she was excited to go back. We give Pet Playhouse four paws up and some serious tail wagging!! The facility was clean and well-organized and the staff seems to enjoy what they do.
We took out pets to the Pet Playhouse last week while we were on vacation. They were there for 6 days. When we picked our dogs up this week we noticed our older dog was acting funny. We thought maybe he was just really tired. He slept most of that day and the next morning we knew something was wrong. We took him into the vet that day because he was hardly lifting his head, not eating and very lethargic. Turns out he had a very high fever and a bad infection in his front leg. They told us he was having trouble on the stairs the last few days, which was weird to us because we live in a two story and he climbs stairs everyday. By the way they never mentioned that his suite was upstairs knowing that he was a senior dog and it was our first time there that should've been something that was mentioned. Anyways the vet said that it was obviously something that happened while staying at their resort. She said it was more than likely from a spider bite or the callus on his elbow was infected by laying on unsanitary ground. He was a very sick dog. I called the manager the day he was going to the vet to see if they noticed anything and they said no, only that he had trouble with the stairs. That's crazy to me because he was obviously very out of it and lethargic. I finally got a call back a few days later after calling again from the manager. She said she was sorry and they felt bad. That next time they will look closer and not just assume it was old age as the reason he was having trouble on the stairs. They didn't offer us any kind of compensation for their stay, any help with the large vet bill or anything but a sorry but next time we will pay better attention. Needless to say we will never be taking our pets their again and I would encourage people to look into another boarding facility for their pets. It doesn't seem like this place really cares about the pets. More about the money they are getting.
We trust them with our dogs for overnight boarding of any length of time. We have done just one night, and for several weeks as well. Our dogs play with the other dogs during their stay, and everything has been great with that. They always feed our dogs the correct amount and they have never gotten sick or hurt. The price is great especially with the discount we get for having our two dogs stay together. We have been using them for about 4 years now, so we absolutely trust them. The care is good and consistent and the staff is always nice to us and our dogs.
I had to board my dog for the first time and was really worried because he is very attached and even though he is friendly he does not trust other people as he does me. He is also very active and is scared to be alone I didn't want him to be in a crate the entire time I was gone. I have heard about the Pet Play House before and thought it was a great place for him so that he would be able to exercise and socialize as well as be supervised at all times. I brought him in for daycare to ensure he played well with the others and he seemed fine when I came to pick him up later that day. The staff seemed nice and I made reservations to board him.
However when it came time to drop him off for boarding he did not want to go inside the building and was barking and backing away from the employees. They did offer to even show me where he would be staying and just set his belongings on the floor and went back to the computer. I just figured my dog was barking due to the other dogs in the facility.
I called a few days later and I asked that I pick up my dog a day early and the response was "Your obligated to pay the full reservation" which I didn't mind I just wanted to see my dog. The lady on the telephone seemed inconvenienced by me calling and seemed to have no idea that my dog was even there.
I wasn't too concerned and just shrugged it off until I got my dog home. Every time I went to pet him or pick him up he would lose control of his bladder and he spent all his time sleeping and acting mopey. Which is very unlike him. He also came back very dirty and had something sticky in his fur. Even when picking him up was not allowed to see where he was staying.
I think that they have good ideas and good intentions but I was not impressed with my experience and my dog doesn't seem to be either.
12/08/2010Provided by Citysearch -
My pup and I have never been treated worse in our lives!
After reading the reviews, I thought I had found heaven, but in fact, just the opposite. My pup had a couple daycare sessions here and every time I found the staff to be so un-caring. I would ask questions on how he did, if he ate, etc, and they would respond with a generic, 'I think so', not knowing or caring a bit - unlike what they advertise.
My worst experience though is with whomever answers the phone. We ran into a family emergency and had to cancel our holiday plans (not just with boarding but the entire vacation for 13 people due to a terminal illness). We were outside of the *10 day window* and in the midst of a family tragedy, and yet the woman was so rude and curt with me, even after I explained our situation. I can't even detail how awful of customer service I received - threatening me, and putting 'notes in my file'. Talk about a bad day getting worse - and by someone who I'm supposed to trust my pup with.
They may have individual 'condos' for your pets, but I will never, ever bring my pet or allow any friend of mine to bring their pet here. I would rather have loving, caring people taking care of my beloved pet, than anyone from Pet Play House.
I've used Pet Play House many times when we go on vacations and couldn't feel more safer leaving our dog. I've booked her in both the slumber party and condos. I've seen other boarding places in Reno and they put them in a warehouse w/ no windows. Also at pet playhouse, they have an employee there 24hrs a day. At other places, they leave at 11pm and don't come back until 6am. To me, when you are boarding 25-30 or more dogs their shoud be someone available at all times. I also love that they offer grooming services. That way when we go on vacation for a week our dog is groomed the morning we pick her up and she's clean and smells great. We are very happy and plan on using Pet Play House everytime we need to board our dog Zoe.
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.
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.