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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 |
We have boarded our currently 18 month old dog 4 times at Wag. A test run last fall, followed by a week some weeks later, then recently a reminder stay, followed by another week stay. The two stays last year went mostly fine. Then came this year. During his short reminder stay our, fortunatly fully vaccinated, dog picked up a "head cold" version of kennel cough shortly after getting back home, and we had cancel our originally planned vacation until he was better. When we picked him up from Wag this past weekend I thought ... read more
Business response:
Thank you for sharing your feedback and concerns with us. We understand the importance of providing a safe and healthy environment for all our guests. We want to assure you that the well-being of our furry guests is our top priority. We'd like to clarify that 100% of our guests are required to be fully vaccinated before staying with us. This includes vaccinations against common illnesses like kennel cough. Additionally, our play yards are cleaned daily using industry-leading cleaning chemicals to ensure the highest level of... read more
I called multiple times to ask them to check on my dog. Clearly she was not well and no one had looked in on her for awhile. She had diarrhea and vomiting. It was about 8 pm and she had not been fed since lunch time. I also had paid for an evening stroll that she didn't get. That would have Ben an opportunity for them to check on her that was missed. It took 3 calls and 2 hours before someone went in and saw the mess in her suite. Then the lies start; " she probably ate her dinner too quickly." Wrong! You never offe... read more
Business response:
Dear Jessine, We are truly sorry to hear about the negative experience you and Harmony had during her stay at our facility. We understand your frustration, and we apologize for any distress caused to both you and your beloved pet. We take your feedback seriously and will use it to make improvements to ensure the best possible care for all our guests. We want to address your concerns about contacting us. While it is true that we can be busy assisting other clients at certain times, we strive to be available and responsive t... read more
Very disorganized and not good for the dog. I paid for all day play and my dog was put inside the room without any notification. Poor dog was crying to go outside. Dog handler was very rude just because he couldn't manage big dogs he decided to put my dog in the room. When I called to complain they even turned off camera from suite room so I couldn't see activity on my dog. I honestly feel management is disorganized and they have mistreated my dog. I would not have anyone leave their dog there unless tiny dog. Big dogs defin... read more
Business response:
Dear Mansi, We are truly sorry to hear about your negative experience at our Redwood City location. We apologize for any distress or inconvenience caused to you and your dog. Our utmost priority is the well-being and happiness of all our furry guests, and it is disheartening to learn that we fell short of meeting your expectations. We would like to address your concerns regarding your dog being placed in a room without notification. At times, our experienced handlers may make individual assessments for the safety and comfo... read more
At a rate of 79/ night you would think they would be more efficient when checking in clients as well as checking out. The staff appear disorganized and complacent. If this was a one time occurrence, I would be more empathetic, but the reality is that this location is ran ineffectively. I don't mind paying more for my dog to be taken care of well, but this business is delusional if they think their price point matches the service provided.
Business response:
Thank you Brandy, for letting us know your concerns. I did try to reach out for more specific information in order to make behavioral correction when it comes to check in check out. It is just as important for us, that clients are taken care off as well as our furry guests. We do have a number of new employees at the front desk and will continue to focus on training them with the check in and check out process. Feel free to reach out to me with specifics if you so desire. Glen 510-833-0294
I have boarded my dog here before, but not in a room with a webcam. I will never leave my dog at this location again. My dog was not fed dinner 3 nights in a row, by 8:00 PM, I had to call each night and then watched as they brought his food. One night he was not in his room and when I called they had to 'find' him, and finally did in another room. They are nice and try hard, but seem to be significantly understaffed.
Business response:
Thank you for reaching out to me directly. I am glad we could resolve the issue the night you contacted me. We definitely see that we had a larger than usual amount of dogs in house that led to some late feedings, that being said, I appreciate you pointing out a process breakdown that will help us improve our operation overall. I will follow back up with a phone call again regarding this. Regards Glen.
They are not consistent or personalized in caring of one, let alone, two, dogs. For the price that you're paying , you will get better service out of PetSmart, Daly City. On several different occasions, the providers failed to realize there were 2, yes I said TWO, separate dogs seating in the same room. On both occasions I had to call the facility to make sure that they provided bed space for both of my huskies. Their staff failed to recognize the room only had one bed, or didn't bother to check. This location in particul... read more
Business response:
Lydia; Thank you so much for reaching out to us. We take your feedback very seriously. The live cam feed that you like, not only works for you but also helps us to live up to our ideal belief of always being transparent. In being transparent it is fair to say that In this case the cams helped us to determine a process breakdown that has enabled to prevent this situation in the future. Again thank you for helping us improve our operation. 3:44 PM Sent
Please read before taking your dog here - huge safety issue!! I brought my dog in for a trial all day play day, and within the first hour on the webcam I saw an employee strike two separate dogs rather hard with an open hand. I also saw him aggressively grab and pull another dog to the ground and hit that dog as well. I pulled my dog out of there and spoke to the manager who said hitting was grounds for immediate termination. Something felt off, so I filed a report with animal control. Upon later following up, they said th... read more
Business response:
Hi Jill; After my conversation with you, I want you to know that we take your feedback very seriously. We did conduct a thorough investigation of your concerns. Our team is made up of dedicated animal lovers and we, unlike many other pet care providers give full camera access while guests are checked in because we want our pet parents to feel confident in their choice to use our hotels while, offering transparency on their fur babies daily activities.
I really wanted love this location for wags because when I booked here I found out that this location is 24 hours which I thought was cool. I used to live by the Santa Clara location and have boarded my dogs with no issues. So, for this location I had a couple issues which is worth mentioning for other dog parents. So, my dogs have been indoor dogs for about a year now. I have one dog who is super obidient and one dog who is three and is still learning. Because I am able to interact with my dogs more closely and personally... read more
Business response:
Reached out via phone, will reach back out to you for more understanding and resolution to make things right going forward. Thanks
Brought our 4 1/2 month old puppy over - we'd had good experiences with our 10 year old pit bull there. But, NOPE!! He was COVERED in pee (not all his)! He was starving (we left plenty of food for two meals) and he could not calm down for awhile when he got home (in a stressed way, not a playful way). They told me they put him in time out any time he mounted another dog (which is very normal puppy behavior, and they should know how to handle it - time out for a dog with separation anxiety, which they knew about, is a TERRIB... read more
Business response:
Hello Sharon, thank you for taking my call and sharing with me your frustration. Please come by and look at our spa so we can book a bath for Pongo as we spoke about.
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 923 reviews.
When is Wag Hotels - Redwood City open?
Wag Hotels - Redwood City is open now. It will close tomorrow at 12:00 a.m.