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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 |
UPDATED Based on my past experience, we decided to board our dog here. We used the app, and got through every step and the dog was successfully registered...or so we thought. We kept seeing "pending "on the app for our reservation, so my husband finally called to see what was going on. There is no way to reach the exact location: you get routed through a call center like a hotel. When my husband finally got in touch with them, we were told that our dog would not be allowed to go to the play sessions because "he is inta... read more
Business response:
Hi Catherine, we appreciate your feedback! We immediately made some improvements to the reservation flow to include a specialized care pop up anytime someone identifies their pet as male - not neutered. Our specialized care program is also available on the website for a more in-depth overview of the program. Thank you again for taking the time to let us know, so we can make swift changes.
Find somewhere else to board your dog. This was my second time boarding Dante as his regular sitter was unavailable. I noticed he was a bit more anxious the first time but this time was worse. They wanted to charge me quadruple what I was quoted at first. Turns out HE WAS LISTED WITH A ROOMMATE. A random dog . The lady kept insisting that I pay for both and Once she realized that This dog wasn't mine ( it took more convincing than it should have) she took my information and finally gave me my dog after a very drawn out proce... read more
We've been Wag Redwood City customers since 2014. I fondly remember the good old days at this location. It has unfortunately gone downhill significantly over the last several years. And it is not all pandemic related -- the decline started before the pandemic but has worsened. Our dog's most recent stay is a good example. The first day he was there for a week long stay, another dog "attacked" him and the Wag staff had to take him to the vet. Their communication was poor regarding what had happened -- it turned out to j... read more
Business response:
Hello Barrett, thank you for taking my call and allowing me to understand the reason behind your frustration. As I mentioned, I'm going to be working with my team on communication not only back to you as our client, but also among one another. Especially, when dealing with an incident like what happened to Brody. Thank you for being transparent, honest and understanding. I look forward to seeing Brody on his next visit coming up here shortly!
This place doesn't even deserve a star. I asked if I could drop my dogs off a day early, and they said they couldn't accommodate and told me I could come by at midnight. So, I came to drop my dogs off at midnight, and no one was there. Not one single person. Biggest waste of time. I will never use their service again and worry about all the dogs staying there with no one on duty. Avoid this place!!
Business response:
Hi Amanda, we are always staffed 24/7/365. We have a phone that is right outside the building, that helps to connect you with the overnight team member. We have many people that visit us in the middle of the night, every night. However, for the safety of our staff we do keep the front doors locked. We are sorry we missed you!
DON'T CHECK IN YOUR DOG HERE, dog can get sick besides other things Checked in our frenchie, last friday for 5 days. All through out her stay NO UPDATE whatsoever was given to us after following up 3 TIMES while we were away. So much for not having to think about my dog since shes in a dog hotel. We paid for a bunch of add ons to be given to our pet but because there was no update, photos etc how would we know it was really given? Paul, the customer service manager called us the day we were picking up our dog telling ... read more
Business response:
Hi Fatimah, thank you for your review. We empathize with how helpful and nice it is to have pictures sent to you during your pet's stay. This technology was intended to help relieve any anxiety or concerns pet parents may have while they are away. We apologize for not sending those pictures. We love to make our clients smile and happy when they receive photos, and understand that we let you down! We can assure you that just because pictures were not sent to you does not mean that your pet did not have a wonderful time! The ... read more
We boarded our corgi puppy for 1 day as a trial run before a longer planned trip at Wags Hotel and are extremely disappointed by what happened. When we received our puppy, our puppy was covered in old urine (all four paws, the stomach, and face) and smelled terrible and he did not look like his happy and excited self at all the whole car ride back. We did the regular boarding without the all day play or the camera (which is only included in the mega suite option) and thought we would be able to see the boy via photos sent ... read more
Boarded my dog at this place and selected the deluxe suite. The room came with a webcam and I watched our dog all day as we drove to our destination. They did not include the raised bed until the end of day 2. They did not take her out to the two play groups on the first day and she sat there all day waiting at the glass door watching employees walk past and ignoring her. I emailed and called the hotel and could not get a hold of anyone or get a response all day. It was later that night when I received a standard email and ... read more
Business response:
Hello GE, I am sorry that was your experience here and that we weren't able to take your calls and respond to your emails in a timely manner. I understand the frustration of having your expectations let down. I wasn't able to find your information in our system to reach out and offer a formal apology for your recent stay but would love to speak with you in regards to your last stay with us but also any future stays to make sure your next is stay better and to ensure that your dog is given the upmost care and attention. Pl... read more
We had our dog, Sophie, stay at this Wag Hotel in Redwood City from 9/27 until 9/29. She is a small (10 lbs) dog. When we picked her up today she came out with injuries above her left eye (picture attached below). She is in pain and cries when we try to take a look at the injuries. We are going to take her to the vet as soon as possible. We asked two employees who were there and they said they only noticed the injuries today and they thought it wasn't a "big deal". They said it may have been from the feeding slot that has... read more
Business response:
Hi Erick, Thank you for your time and for taking my calls. We really enjoyed having Sophie stay with us, she is a sweetheart! I appreciate your feedback and the opportunity to make things right as the health and safety of our guest is our top priority. If you have any question please reach out to me directly.
I boarded my German shorthaired pointer for 7 nights. My girl is very energetic and loving. She wouldn't harm a fly. It's pretty bad when you call to get an update because they put nothing on the app like their supposed to. We paid a bunch of money for her to be boarded. When we picked her up, you could see her hip bones and she got kennel cough. I had to spend money to take her to the vet. I'm guessing it's not a sanitized place if my vaccinated 1 year old got kennel cough. She wasn't acting like herself. I mean anyone in t... read more
Business response:
Hello Taylor, I wasn't able to connect with you over the phone and I'm sorry for your experience and that your furry companion came back with kennel cough as well as her not feeding well. I am the new manager here and I'd like to connect with you to see if there's anything we can do to make your next stay a more pleasant experience.
Frequently asked questions about Wag Hotels - Redwood City
How is Wag Hotels - Redwood City rated?
Wag Hotels - Redwood City has a 4.2 star rating with 909 reviews.
When is Wag Hotels - Redwood City open?
Wag Hotels - Redwood City is open now. It will close tomorrow at 12:00 a.m.