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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 |
Something is definitely wrong with the cleanliness Of this place. My puppy used to attend all day play 2 days/week. He was sick more days out of the month than I could count. Vomiting, diarrhea, you name it he had it. I have since moved on to another doggy day care, but will periodically bring him in on the weekend for all day play. He gets sick EVERY time. A minimum of 3 days of vomiting and/or diarrhea. With all of these complaints, I would hope that someone would look into this. Something is not right.
Business response:
Hi Erin, we are so sorry to hear that your pet went home not feeling well. Our guests mean everything to us. We clean our play areas, and private rooms throughout the day, and complete a deep clean of the play areas each night. If you could get back to us on Yelp, that would be great, We are wondering if the vomiting and diarrhea are diet related - some guests do not adjust well to our food if they have sensitive stomachs or any change in food. We thank you for your time, and hope to hear from you soon.
FIRST TIME REVIEW: Trying calling their number but kept getting their 800 customer service number. why isnt there a direct line to these hotels? so i can call before going! I live about 30 minutes away and to get here its kinda far. Anyways, i spoke to gentleman on the customer service line and he specifically said i can come anytime no appointment is needed to do a tour. So i went to today and of course when i get there the gentleman said no one was here to give me the tour?! Okay why do they tell us to come anytime and if ... read more
TL:DR- Our labrador stayed at Wag for eight days, and ended up contracting a flesh-eating bacteria resulting in a leg amputation. We believe that the quality of health and safety at Wag has drastically decreased, and warn you away. This past September, our dog, Paige, stayed at Wag Hotels Redwood City while we were on a family vacation. On the 8th and final day of Paige's stay at Wag Hotels, Wag staff rushed her to a vet's office for what would later be diagnosed as necrotising fasciitis (commonly called flesh-eating bacter... read more
If I could give this place negative 5 stars I would. TLDR: Do NOT leave your dog here!!!! I left for a 5 day vacation and couldn't enjoy any of it. Usually I would drive almost 2 hours to a ranch in North Bay to leave my active, large breed puppy but my returning flight was on a Sunday night and couldnt make that drive after landing. Decided to give Wag a try, I mean their advertising seemed to give off a "safe", "responsible" image of the place. LIES. I booked the largest, most expensive room for my pup since it has a Nest... read more
Business response:
Hi Hana, we understand you are frustrated, and for that we are sorry. We are always transparent with what we provide. Our suite's offer guests 12 full hours of being out of their room socializing and getting caregiver affection throughout the day. This is from 7am-7pm. Guests after the 12 hours of play, sleep in their private rooms until the next morning, and we begin that care regimen over again. The dynamic of our social groups changes each day. Some guests for a variety of reasons require rest periods, to ensure everyo... read more
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
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.