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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 just picked up our dog Suki (10 months puppy) from Wag Hotel Redwood city and we couldn't be more angry. She spent there 10 days while we were out of the city, we had several issues during this time but probably the most worrying part was that they returned her back with a wound on top of her right eye. When we asked them about the wound, they said that they haven't noticed anything. The wound was very visible and it was clearly untreated (see picture). We understand that accidents happen but the fact that they didn't rea... read more
Business response:
Hi Carlos, we loved having Suki with us for this boarding stay and the previous daycare visits she had with us. She is a complete sweetheart. She did enjoy her K9 fit activities, strolls, and playtime. We have notes that the staff loved her. Our bather even noted how much undercoat she had during her brushing (which she loved) ! We are sorry there were technical difficulties with the suite cam, and for the injury above her eye. We know how much visibility and communication matters to our pet parents, and are sorry we let y... read more
This was the first time we boarded our dog and will never return. We had issue after issue. While on vacation I called daily! The first day the camera wasn't working at all, the second and third day our dog was not taken out as requested and agreed upon, the following day their was urine and diarrhea in her room and no one cleaned it up for hours. Until I called. She was also not given the bath we had paid for which would have been nice after sitting in her dirty room. When I initially reported this upon pick up we received ... read more
Business response:
Hello Maria, I'm sorry for your disappointment and how upset this must have made you. We are now staffed at levels that will ensure things like this don't happen and that every dog is given it's food and or medication if needed. I'm glad they discounted and removed items from your stay as it was appropriate for the amount of issues your pups stay experienced. Please contact us and let us know if there is anything we can do to earn back your trust, thank you.
This place has awful customer service. First you have to call and pray you get a live person on the phone, they sometimes call you back, other times it can take hours. I made an appointment for today at 2:00 Pm to have my dog groomed, which I had to wait weeks for to get to begin with. I was told the appointment was canceled due to the groomer being out, 1 hour before my appointment time and to call back to get the next available appointment. I called back and didn't get anyone, shocker, was called back to be told I would ha... read more
Business response:
Hi Steven! We are so sorry for the last minute schedule change. We know how backed up grooming services are, and thank you for your patience. We tried calling you a couple of times to reach you. Can you give us a call back? We moved some things around and set aside a appointment for tomorrow. We just sent you a email as well, with direct cell phone to reach me. We hope we can make this up to you!
I left my Doberman there for two weeks and my beautiful friendly dog came back scared by 6 massive bite holes in her coat.
Business response:
Hello Nour, I'm sorry to hear of your Doberman had a altercation which resulted in the dogs injury. We do our best to intervene and bring a calmness to our All Day Play groups but sometimes, there are dogs that we have to remove for playing to hard with other dogs. We're sorry your dog had that experience here. If there is anything we can do to make your next stay more accommodating for the safety of your pup, please let us know.
I have 3 big dogs ( rescue pitty mixes) They don't answer the phone ever! So if you are trying to enjoy your vacation and checking on your pets... expect hours of frustration with phone tag! My first few stays was a great experience but the last two I have been very disappointed. There is a very unfriendly women running the front. The last stay I paid for a deluxe suite so with a camera to check on my dogs I didn't get the link and had to call all day finally Recieved it later that evening after I called customer service &... read more
NEVER AGAIN!!! CAME BACK EMACIATED AFTER A WEEK-STARVING-SKIN AND BONES My dog has boarded there several times in the past and we have never had any complaints. He does all day play and gets super excited when we pull up. This last time he stayed for eight days and also did all day play. When I dropped him off I left PLENTY of his fresh food with feeding instructions. Because we would be away for over a week I left them with way more than enough food, probably 11-12 days worth-just in case. We always tell them to feed him mo... read more
3 stars because the staff were actually quite nice on the phone and in person and didn't make me feel awful for being concerned. I used to be a pet walker and sitter and have taken other dogs to boarding in a different state, so I know there are better places out there. I would not recommend this place if you are a really dedicated fur-parent- like borderline helicopter parent. They severely under deliver and do not make it clear what components you will actually get and then communicate that it's your fault for not request... read more
1 star as a result of our first boarding experience. DO NOT RECOMMEND AT ALL!!!!! We boarded our french bulldog, Chicken from 7-15-7/17. Their app doesn't even work! My bf made a reservation via the app and uploaded all updated vaccination docs. We went in the day before to get a tour of the facilities and they said they never got the reservation or the updated documents.. After confirming IN PERSON that the reservation was all fixed and we just had to email the documents again I thought everything was set. The morning we... read more
Business response:
Hi Jazzmin, I apologize sincerely on your experience at our hotel. I want to let you know we take these matters seriously at Wag Hotels and use your feedback to improve our processes. I tried to reach out to you with hopes on resolving these issues. I would love to speak with you personally about this either by phone, email, or in person. I hope to speak with you soon. Again, I am sorry that you had a negative experience but hope we can discuss to resolve this matter.
Will NEVER use this facility again! We recently boarded our dog in there for six nights. He's an older dog and a bit anxious and in the past we have found the staff to be very attentive and friendly and welcoming. At the end of this visit I was given no report card on the stay and the individual who handed the dog to me didn't say a word. When I got to the car I realized that my dog who is a small white dog was completely covered on his underside and feet in old urine. He's a white dog his feet and legs were stained yellow. ... read more
Business response:
Hi Lori, Thank you for taking my call, again I sincerely apologize for the experience you had with us. It is always our goal to provide the best care and exceptional customer service to our guest and clients. We value your opinion as it helps us improve. I have refunded your stay and added a couple nights to your account. Please reach out to me directly if there's anything else I can do. When ready, we look forward to see you again!
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.