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Wag Hotels - Redwood City
- Pet Boarding
- Redwood City, CA
About this business
Location details
1025 Hansen Way, Redwood City, CA, 94063, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
These people who run the Wag Hotel in Redwood City are incompetent. They sent him to animal control when one of them nipped a "handler" and didn't tell us that we would need a rabies CERTIFICATE to retrieve our dog and of course it was a Sunday when our vet clinic is closed. So the dog in question had to stay in jail an extra day. The dog we left there (we brought in 2) didn't get the expert care we expected either. TERRIBLE EXPERIENCE. NEVER GOING BACK TO ANY OF THESE SHAM HOTELS.
This was our first--and almost certainly our last--visit to Wag Hotels. We signed up our 18-week-old puppy for daycare, hoping she'd enjoy some playtime and socialization. What we witnessed at pick-up was deeply upsetting. She was curled up inside a wire shelf meant for cleaning supplies, her ears pinned back, body rigid and hunched--visibly distressed. The handler's first comment was that she'd been "really shy" and kept to herself all day. That didn't add up. At other dog socials, she's consistently the most outgoing and ... read more
Business response:
We are truly sorry for the experience you and your puppy had with us. What you described does not reflect the standards of care and communication we promise to every guest. Your feedback highlights areas where we fell short, and we take it very seriously. I have personally reached out to you to better understand the situation and ensure your concerns are addressed. Please know that the well-being of every pet in our care is our highest priority. We strive to always ensure dogs are properly supervised, grouped appropriately,... read more
We have boarded and groomed our dogs at Wag Hotel because we believed their reputation for high-end care would give us peace of mind while traveling. Unfortunately, that trust was shattered. Yesterday, while returning from vacation, we received a distressing call that one of our dogs had been taken to the emergency room due to an incident during grooming. The groomer had cut his ear so badly that he needed to be sedated and receive stitches. Now, we're facing two weeks of medication, wound care, and constant monitoring--on ... read more
Business response:
Thank you so much for taking the time to speak with me directly about your experience. I want to express our sincere apologies again for what happened during Bob’s grooming appointment. We fully understand how distressing this must have been for you and your family, and we are truly sorry for the pain and worry this caused. It has been an honor caring for both Bob and Cooper over the years, and we value the trust you placed in us each time you walked through our doors. While this incident does not reflect the standard of ca... read more
They refused to allow my dog to stay there because he has a Level 3 heart murmur. Excuse me, but this is a heartless policy. Despite all the waivers Wag undoubtedly requires pet owners to sign, my dog is not acceptable, even though he is an active dog with no physical restrictions. They know that people like me, who used to take their dogs to Planet Pooch (which recently closed due to the owner's sudden passing), are in a bind to find a comfortable new situation for their dogs. But no. They won't accept him. Update: You ... read more
Business response:
BonBon, thank you so much for your feedback. While we would have truly loved the opportunity to care for your pup, the safety and well-being of both our guests and your pet is always our highest priority. At Wag, we pride ourselves on providing exceptional care to every dog who stays with us. However, that also means recognizing when a pet’s specific medical needs may be beyond the scope of what we can safely manage. Boarding—especially in a new and stimulating environment—can bring added stress, and with known cardiac conc... read more
Close miss on a 5 star review, here is our breakdown. We will board again at Redwood City Wag. It was clean, the staff up front was super friendly and seemed to know what they were doing. It was organized and geared towards our pets. There was even a cute welcome sign for our dogs at the front door when we showed up. Overall our dogs were given food each meal time and their treats we left them in each meal bag. They did have water too. We did receive our photo memories of the dogs each day so we know they were taken out for ... read more
Business response:
Thank you so much for your thoughtful review and for sharing such detailed feedback. We’re truly grateful for the trust you placed in us for your pups’ first boarding experience, and we’re thrilled that you felt confident in their care, the cleanliness of their suite, and the updates provided. We’re especially glad to hear that your daily photo memories, report cards, and constant camera access added to your peace of mind while you were away. We completely understand your concerns about not being able to walk back with them... read more
Come here if you want to feel like your time isn't respected. Their website states that they are open for tours daily from 10am - 4pm. We showed up at 11am on a Sunday, and we were told that the manager wouldn't be in until 11:30 and we couldn't get a tour till he got in - an entire hour and half after their advertised hours. Never mind how unprofessional that is already but we returned at 11:30 and weren't seen till 12 noon. Not sure how much these people can be trusted to take care of your pets if they think it is approp... read more
Business response:
Thank you for sharing your feedback, and I sincerely apologize for the wait time you experienced during your visit. We understand how frustrating it can be when your time isn't respected, and I’m sorry we fell short in this instance. While we strive to offer timely and informative tours, I want to reassure you that even when our schedule is busier than usual, the care and well-being of our guests are always our top priority and may take precedent over said tours. We appreciate your understanding and hope you'll consider giv... read more
I am really saddened that I didn't have a good experience with Wag because I was hoping to use you guys more in the future. Things started off poor from the beginning when I made a reservation initially at the SF location. After not receiving any email confirmation, I called to follow up and was told the employee never actually confirmed the reservation and it was just left in pending. Despite it only being a couple days later, SF no longer had rooms available for boarding during the dates I needed. I asked if other location... read more
Business response:
We are deeply sorry to hear about your recent experience with Wag Hotels. We sincerely regret the issues you encountered during your dog’s stay and the distress this caused you. Firstly, we apologize for the initial reservation mix-up and the subsequent challenges in finding the right accommodation for your pup. This should not have happened, and we understand how frustrating it must have been to spend an hour resolving this. Regarding the lights in the rooms and the camera issues, we are aware of how important it is for p... read more
Majority of the staff at this location are good, but I've brought my dog home multiple times with bite marks & scratches. Whoever is watching these dogs is doing a horrible job. They constantly say that the manager is looking into the issue but there never is a follow up call. They have video cameras watching the dogs so I am not sure what they are covering up but they are not being honest. It seems like whoever is allowing the dogs to get harmed isnt being put any sort of probation. My dog came home with a bloody ear & a vi... read more
Business response:
Sole, Thank you for your honest feedback. First and foremost, I would like to apologize for the lack of communication regarding Papi's most recent stay. At Wag, transparency has always been a top priority and failing to meet that standard is not acceptable. We will also be continuing to train our ADP staff to have an expert knowledge on dog body language and behavior in order to help prevent incidents before they happen. As a long-time client, having Papi here has been a joy day after day and we would never want to lose th... read more
If you care about your pet, under no circumstances should you take them here. I brought my puppy here and it was just a 2 day, 1 night of boarding. THANK GOODNESS it was only one night and he's not completely traumatized. Because even though we paid for all day play both days, they "didn't put him on the schedule" so he stayed in his room alone for nearly the entire time. My husband and I were calling repeatedly asking why he was locked in his room and no one would give us a straight answer. Eventually 25 hours after I dropp... read more
Business response:
Courtney, Thank you for taking the time to share your feedback with us. We sincerely apologize for the oversight that occurred during Goose's stay with us. It's disheartening to hear that Goose was not able to participate in all-day play as intended and that there was a misunderstanding regarding his meals. As soon as we became aware of the situation, we took immediate action to rectify it and ensure Goose was able to join in all-day play for the remainder of his stay. We also made sure that he received our house food chic... read more
Frequently asked questions about Wag Hotels - Redwood City
How is Wag Hotels - Redwood City rated?
Wag Hotels - Redwood City has a 4.3 star rating with 991 reviews.
When is Wag Hotels - Redwood City open?
Wag Hotels - Redwood City is open now. It will close tomorrow at 12:00 a.m.