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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 |
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!
FYI. If you are looking for a place that answers their phone, phone messages, or emails DON'T look here. I paid for a room that supposedly had a camera so I could check on my dog during the night and they failed to set that up. I cut the boarding reservation short because I was concerned about the administration & their lack of communication. I just don't have confidence in this boarding facility. I have never needed to board our dog before so I had hoped this would be a good resource. I'm going to look elsewhere.
Summary: 1 star for poor communication with bait and switch after paying money I must say that I was really hopeful for WAG hotels. Everything started out great. I was able to tour the facility which looked clean with a lot of dogs playing on all day play. Reading another review from Daniele H we thought great they take puppies. Took him to puppy social they said he did great. Talked to multiple people in person and over the phone. I had asked many times, so when can I bring my pup (Maverick who is a golden retriever) in fo... read more
Business response:
Thank you for taking my call and sharing your experience. We value your time and apologize for any mis-communication. I also wanted to reiterate why we have this policy in place. Guests in puppy social (8-16 weeks) have not yet descended and this is why we are able to provide group social services for these dogs. As puppies like Maverick mature and grow it does increase the risk substantially of a female dog getting pregnant if they are in a social group with other dogs. It's especially common in puppy-hood during play for ... read more
DO NOT SEND YOUR DOG HERE. YOUR DOG WILL BE TRAUMATIZED FOREVER. WAG HOTELS MOST LIKELY HIT AND ABUSED MY 5-MONTH OLD PUPPY. I have never written a Yelp review before, but I am so furious that I want to warn everyone else about this DANGEROUS company. I would give negative stars if I could. Wag Hotels RUINED my puppy. My entire family is VERY upset. Yesterday, I took my 5-month old puppy here for "puppy play-time" at the Wag Hotel in Redwood City for the first time. My puppy loves to play with other dogs, so I wanted to ... read more
Business response:
"Hello Myunghee, we take allegations of abuse very seriously. We are shocked to read this review, as our lead trainer remembers speaking with you after the playgroup session was over and reviewing with you how Mochi did and never once did you express concern for safety. We have dozens of puppies attend our weekly socials, and while a lot of young puppies acclimate to new environments and surroundings without any fear (many just jump right in!) - we do see some pups that are more unsure and resistant towards new faces- both h... read more
Boarding experience & all day play. I boarded my dog at this hotel for 3 days and chose the all day play option. After I picked up my dog, my dog had swollen, red paws and a blistered, swollen lip. She was in pain and it was difficult for her to walk. She smelled highly of disinfectant. I checked the wag cams multiple times a day, and the all day play area she was in was constantly wet. Dogs were slipping around on the floor all day long. Want a refund. Will not return. 12/8 Thank you. After getting a hold of the manag... read more
Business response:
Hey Emily! Thank you for taking the time to voice your concerns. We appreciate any and all feedback regarding out guests' stay.Safety and transparency are two standards that we always want to uphold, especially in the event of any injury or problem that arises while in the hotel. I would love to discuss this issue with you further, if you would like. Our operations manager did attempt to reach out to you via phone over the weekend, and again this morning to try to establish a further conversation about your experience. He... read more
We just recently boarded our dog and two cats at Wags in Redwood City. When we returned 5 days later to pick up our pets they charged me $611.00 which I thought was for all the animals. I was sadly mistaken I received a second charge for $612.00 for my two cats. Now I'm all about paying for what I get but this is outrageously over priced. I get it that all these businesses are hurting since this stupid pandemic hit but I not going to Make up the difference for wags with their over inflated boarding costs. Never was I once i... read more
Business response:
Hey Perry, Thank you for taking some time to provide us with some feedback, we pride ourselves in our expansive services and amenities that can be added to fully customize your pet's stay; Cooper, Stevie and Swishy had a good stay overall (admittedly, Cooper enjoyed it the most). Shortly after you picked up I took your call to provide clarification on the billing and the price difference in our Standard Cattery and Cat Ultra Suites. From our conversation and looking at past stays, it seems that this was your first time req... 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 1,005 reviews.
When is Wag Hotels - Redwood City open?
Wag Hotels - Redwood City is open now. It will close tomorrow at 12:00 a.m.