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Wag Hotels - Oakland
- Pet Boarding
- Oakland, CA
About this business
Location details
39 4th St, Oakland, CA, 94607, United States
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I wanted to love wag hotel. But I am kind of disappointed. My puppy stayed hotel for 1day plus 3 hours. They charged 'specialized care' for 2 full days which was $50×2=$100. $50 extra for 3hours 'specialized care'???? And the lady at the counter was soooo mean.
Such a terrible experience for our little dogs. We went out of town Thursday until Monday. We scheduled a private room for our three dogs, under 20lbs. Two of the dogs are COVID puppies, and not socialized we chose to keep all the dogs away from other dogs & paid a "Specialized Care" fee for all three dogs of $50 per dog per day. We were happy to do this to ensure all dogs were safe and comfortable in a room only with each other, no other dogs. When we returned to pick up our dogs, one lost two pounds (significant for a sm... read more
Business response:
Hello Stacy, Thank you for reaching out to us regarding your concerns. I do apologize that your experience was not up to par as we never want clients or guests to go home unsatisfied. I'm glad we had a chance to speak the other day and I do hope we were able to shed some light on t Zoe, Sydney and Keelans last stay with us. Please reach out to us if you have anything else you or your pups need.
They Don't communicate the charges to you and when we went to pick our dog they made a Bill of almost double amount Moreover the customer service at night for the white lady with colored hair and glasses has zero manners or customer service knowledge how to talk to your clients and understand their needs!!!!! Very disappointed and I don't recommend anyone who loves their pet !!!! My Dog has been super scared and not interacting at all !!!!! VERY POOR Services !!!!!!!
Business response:
Hi Norman, we are sorry if there was any discrepancy in your bill. Our online reservation system generates a quote for the stay, and provides a breakdown of nightly rate, and any other a la carte services. The only time the billing may differ, is if during your pets stay, the care program changed to individualized, specialized care. We are happy to review those details with you. We want our clients to be happy and satisfied with our services, and we are sorry we let you down.
The good : open 24 hours and we were able to take our large dog at the last minute. the bad: a few things went wrong here. First - we paid For a foam mattesss - but when I went back to the cell to retrieve our dog it was the standard bed. We paid for all day play and checked the play room video throughout the day and were unable to see him. The size of the room was tiny . Maybe 3x5 for a large dog 90 lbs and they lost his favorite toy we left with him. hard to know what your pet did or didn't do or if you are getting wha... read more
Business response:
Hi Ben, thank you for your review. We are sorry to hear that we did not meet or exceed your expectations. We strive to provide all of our guests a memorable stay, and also provide pet parents transparency in all aspects of their experience. This is one reason why we do offer camera access. If we have the opportunity to serve you again in the future, feel free to contact us and we can help point him out to you on the camera! We want you to be able to enjoy watching him, and be rest assured he's well cared for, and having fun.... read more
Brought my dog twice here and both times I picked him up, he was sedated with something to make him calmer and NEVER let me know. I am thinking about getting a lawyer because YOU BETTER NOT BE GIVING MEDICATION TO DOGS JUST BECAUSE THEY ARE HYPER!! Do not BRING YOUR FUR BABY HERE!! Especially if they are hyper!!!!
Similar to Nana's post below- I have had the same experience where Wag does not follow instructions and has not fed my boy. To preface, I have been boarding my dog here since at least 2018. Over the past couple years, I have noticed an increasing decline in quality of services, ownership, and general confidence in their ability to care for my pet. They have lost items of mine, stopped giving me updates/report cards, and have most recently FAILED to feed my dog on the one night he was being boarded without so much as an apo... read more
My dogs appeared to be treated properly for several days until Tuesday 9/14 when a new person came on duty. That person should never be employed to care for animals. I picked up my dogs early because of the visible poor treatment. The Wags employee did not clean my dogs room when they got ill, literally put their meal plate on top of their diarrhea, and left it there all night long. What type of twisted person serves food on top of diarrhea? If this is how an employee treats animals when knowingly being filmed, I cringe to ... read more
Similar to another reviewer, I've had great experiences at OTHER Wag Hotel locations, but this Oakland spot ain't it! When I picked up my 11 month old puppy after attending my partner's Rosh Hashanah dinner, the receptionist returned his dinner that I left for him (and they clearly marked up to give him during his stay as pictured) saying she wasn't sure why the previous shift never fed him. Mind you I picked him up at 11:30pm so he was probably STARVING. I'm not even sure they took him out to poop and pee the entire time he... read more
Highly disappointed. I bought a package for the month & the front desk would always ask me how I would like pay. I always told them I bought a package. I was charged several times & had to call to get it reversed. On another note the place smells all the time of urine & feces. I would watch the webcam & they would use rags & a spray bottle & drag their foot to clean the floors. I never saw a mop or bucket. When I picked my dog I would have to wipe him down because he smelled like urine. Most of the time the attendants just... read more
Business response:
Hi Liz, We are surprised to hear that it smelled when you visited! We take pride in the methods of cleaning we utilize. We intentionally do not use mop buckets as mops actually just spread bacteria around. We use industrial grade Zamboni floor scrubbers every day. These zamboni's are high end machines that dispense dog friendly cleaners and suck up any bacteria and fluids. We also have epoxy flooring, and not any dirt or porous flooring to ensure bacteria does not get trapped. We apologize that it was not fresh smelling ... read more
Frequently asked questions about Wag Hotels - Oakland
How is Wag Hotels - Oakland rated?
Wag Hotels - Oakland has a 4.4 star rating with 941 reviews.
When is Wag Hotels - Oakland open?
Wag Hotels - Oakland is open now. It is open 24/7.