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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 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.
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
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.