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PetSuites St. Charles
- Pet Boarding
- St. Charles, IL
About this business
Location details
2790 W. Main St., St. Charles, IL, 60175, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 06:30 a.m. to 7:00 p.m. | |
| Tue | 06:30 a.m. to 7:00 p.m. | |
| Wed | 06:30 a.m. to 7:00 p.m. | |
| Thu | 06:30 a.m. to 7:00 p.m. | |
| Fri | 06:30 a.m. to 7:00 p.m. | |
| Sat | 07:00 a.m. to 5:00 p.m. | |
| Sun | 12:00 p.m. to 5:00 p.m. |
Testing this
I called Pet Suites St. Charles on a Saturday around 4:00 PM, looking for an emergency walk-in appointment for a bath. Our 11 month old lab had a significant house training mishap and was still quite stinky even after I had bathed her. Bailey got me in for a bath appointment within an hour from my phone call. The grooming staff working that day were tremendously patient and kind to my rather timid dog. They finished up in under an hour and we were back home for an only-slightly-late dinner. I knew finding a last minute appoi... read more
Business response:
Thank you for your kind compliments, Tracy! We love visits from you and your family and appreciate you trusting us with your pet's care. We look forward seeing you and your puppy soon!
We trusted PetSuites St. Charles to care for our dog while we were away, and that decision has left us devastated. In the middle of our trip, we experienced an emergency and contacted the facility to pick up our dog early. We were met with zero compassion — just a flat refusal. The staff was cold, unhelpful, and shockingly rude during one of the most stressful moments we've faced. We monitored our dog through the cameras and were horrified by what we saw. He was left without visible access to water and looked visibly anxio... read more
Business response:
Hi, Peter! We are intensely apologetic for the poor first time experience you had with us recently. Our hours of operation do impact when are pet parents are able to pick-up and drop-off their dog which is why assumingly this was not able to be honored. Every occupied suite is provided with at least one bowl of water accessible at all times for our guests, so forbidding a guest from water access is not our policy. We are aware however that Murray stayed with us in a Luxury Townhouse where there is webcam access for our pet p... read more
We've been boarding our dog at this location since it first opened. We just picked up our dog today after 10 days of boarding. I questioned the woman checking us out as to why my dog had ran out of food when I had brought more than enough to last for her full stay and after going back and forth on the amount I had brought in, the woman finally confirmed that they were giving our dog the wrong portions but she didn't offer any apologies, instead went about her business asking me to pay for the boarding while swinging to the ... read more
Business response:
We sincerely apologize for any inconvenience you may have experienced during your dog's stay at PetSuites St. Charles. We value your feedback and after reviewing your invoice from earlier today we noticed there was no charge for the food we gave Harley. We want to learn more about how we can improve our service so that future guests have a more positive experience. Please feel free to contact us at (630) 492-0500 to discuss your concerns further.
I am changing my review. The staff at Petsuites St. Charles went above and beyond to complete our reservation. We are very grateful and appreciate the correction of previous communication during a very busy time for them.
Business response:
Thank you for your patience and understanding, John! We cannot wait to see your pups this week!
Poor communication regarding reservation. Started the process online and called multiple times to assure correct information was included. Incorrect email on website Misinformation about availability caused loss of the ability to reserve here or at another kennel.
Business response:
John, we greatly appreciate you taking the time to speak with us and for allowing us to address your concerns. We understand your frustration and will use this feedback to work hard to improve the service we provide our clients and their pets. We are excited to see your pets soon!
Frequently asked questions about PetSuites St. Charles
How is PetSuites St. Charles rated?
PetSuites St. Charles has a 4.5 star rating with 242 reviews.
When is PetSuites St. Charles open?
PetSuites St. Charles is open now. It will close at 7:00 p.m.