Wag Hotels - San Diego

4.5

Pet Boarding
San Diego, CA

About this business

Consumer Services Pet Boarding

Location details

2120 Camino Del Rio N, San Diego, CA, 92108, United States

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Weekday	Schedule	Status
Mon	9:00 a.m. to 6:00 p.m.
Tue	9:00 a.m. to 6:00 p.m.
Wed	9:00 a.m. to 6:00 p.m.
Thu	9:00 a.m. to 6:00 p.m.
Fri	9:00 a.m. to 6:00 p.m.
Sat	Closed
Sun	Closed

4.5979 reviews

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DJ T.

4 years ago

Awful first time experience. We called in advance explaining our dog was pretty matted and we needed help shaving her. We were turned down the day of because the groomer said she was "too matted" not only that be the receptionist or whoever sits at the front desk was pretty rude to the point where I called her out on it and she went on saying how busy her day was instead of apologizing. What's the point of a grooming service if you can't provide the service?

Business response:

Hi DJ, thank you for your review. We are sorry to hear that we could not groom your dog as you had hoped. We always strive to deliver the best pet care, and service. Our groomers want to be able to exceed client expectations, but if the condition of the coat is not maintained, and in poor matted condition often times it results in having to shave the pet down to the bare skin. It's far too painful for the dog or cat to be brushed out, if the hair is trapped closely to the skin. We certainly are sorry for coming across rude, ... read more

Nicolette C.

4 years ago

Both my two dogs who stayed here got SICK. We are certain it came from this hotel because the day after picking them up, I noticed white discharge and coughing from both dogs. My poor dogs are now coughing uncontrollably and gasping for air. It is very upsetting and we now will have to bring them to a vet. I wish this hotel would have sanitized better, especially during play time when all of the dogs are together. I was enthusiastic for my dog to socialize with other dogs but am now regretting it because of poor sanitizati... read more

Cayden B.

4 years ago

I boarded my two dogs here for the first time after liking the cameras and 24/7 access to them. Note that this was a $700 boarding bill for 3 days for 2 dogs to share the same room. A week later, I'm at the vet paying $400 due to Wag's San Diego location having poor sanitation because both of my dogs have kennel cough, and one of my dogs having a gash on her shoulder and bald spot. I called corporate and they passed me over to the hotel, where a manager said that it's up to me to prove it came from them (although, over the... read more

Business response:

Hi Cayden, I'm so sorry to hear that Essie & Ekko are not feeling well. They were so much fun to have staying with us and really enjoyed lounging in their deluxe suite as well as socializing in group. We are all wishing them a speedy recovery! Thank you as well for making us aware of their illness. Health and safety is something we take extremely seriously, and we appreciate you keeping us updated. We do everything we can to prevent any communicable illness from entering our hotel. This includes a strict vaccine polic... read more

J L.

4 years ago

I am a regular Wag Hotels customer. I have visited multiple Wag Hotels throughout California because it is so super convenient for me. Hours are great, they have all my dog's records in one database so I don't have to set things up for each location. However, you cannot really expect the same level of care at each. Today was a good example. My dog was at this location for a total of 5 hrs and he was here for a daystay so a portion of this time should have been in a private room. When I went to pick him up, they told ... read more

Business response:

Thank you for your feedback, Jocelyn. I am sorry your experience with us was not fully satisfactory. Client and guest satisfaction is very important to us, we strive to offer exceptional care for our guests. We appreciate your feedback as it helps us identify areas where improvements can be made. I have looked into your concerns and have addressed them with the team. I left a message yesterday, but would also love the opportunity to speak with you if possible.

Jose R.

5 years ago

So I have been taking my husky to wag for about a year and I have had nothing but an amazing experience. Today I dropped of my husky due to my working hours. I picked him up and he was covered in urine and he was afraid with his tail tucked in between his legs. He has never done that before. I took him a bath and he is back to his normal playful self. Was not pleased with today's service.

Business response:

Thank you so much for the feedback, Jose. We sincerely apologize that your last visit was a disappointing one as we strive to ensure all clients and guests receive top notch care. We appreciate your feedback as it helps us identify areas where improvements can be made. We reached out yesterday but have not been able to get in touch with you. We would love the opportunity to speak with you further regarding your concerns. We hope to hear from you and look forward to seeing you again and delivering a much-improved experience f... read more

Ali H.

5 years ago

I am writing this as I sit in-front of my vets office. I picked my French bulldog up two days ago from Wags after boarding him for a couple of days for the Thanksgiving holidays. He had lost over 3lbs which I understand being away from us, not eating can happen from stress. Wags never called or mentioned any issues to us. So here's the real issue, why I'm at the vet.... an hour after picking Max up (my frenchie) he threw up 3x, had bad diarrhea with (sorry tmi) blood in it and not just a little and was so tired couldn't keep... read more

Business response:

Hi Alison, I am sorry to hear that Max is sick. I just tried calling you (12:15pm) and was told you were not available. Please call me back at your earliest convenience to discuss. I am working a 12- 6 pm shift today.

Kim K.

5 years ago

I'm not happy. I had to drop my dog off while i was busy yesterday & plus my pup in high energy and could have really used a play day. Instead when I got there at 10:30 am they told me he would have to be caged until 1:30 bc they were short staffed but then he would be able to play. I left him and picked him up at 5;45 pm They charged me $44 and he had not played at all. I took him to walk along the beach and he was almost ripping my arm off for over an hour. This dog did not get to play at Wag today. I'm guessing he was c... read more

Business response:

Hi Kim, thank you for your feedback. I am sorry you were disappointed but these modifications to our operation were necessary in order for us to remain open for our clients at all during this difficult time. We were forced to furlough most of our employees and therefore had to modify our operations accordingly. We are adjusting our operations weekly and bringing staff back in as attendance numbers increase. Due to these modifications, we are not currently running All Day Play on Sunday's. The modified play was in place this... read more

eden c.

5 years ago

My previous rating stands as is. If this was a rating based on the corporate office-- I would upgrade to 5 stars- as they clearly care about customer service and retention. However, the fact that I had to go that far and waste my time on a vacation in an attempt to remedy the situation is completely unacceptable. This review is based solely on my experience at the San Diego location where I found the documentation of my pets previous stays to be generic and inaccurate and the manager (Justina) to be rude, dismissive and co... read more

Business response:

Hi Eden, I called you yesterday afternoon and left you a voicemail inviting you to call me back. I will attempt to reach you again today. I am happy to discuss your concerns. You are welcome to return my call at 619-491-0239 or call our Corporate Office. Playgroup safety is our number one priority at Wag Hotels. Safety for the dogs and the handlers is paramount. We have many protocols in place, including ongoing training and coaching of our handlers, to ensure that dogs participating in our playgroups are the best fit for so... read more

Stephanie C.

6 years ago

The place seemed fine but def pricey and my dog def got sick after staying here. The day after picking him up after his week long stay he was coughing and not well. He's never had a cough before and hasn't been around any other dogs in past month other than this place so def contracted something. Luckily it doesn't seem too severe but still is stressful to have my dog be sick. I tried calling twice today but was on hold for so long and then missed the call back so I gave up for today!

Business response:

Hi Stephanie. I am sorry your little guy got sick. Our Hotel team will be happy to take your call and address your concerns directly. I am so sorry you are experiencing difficulty getting through to the hotel. Your feedback will be passed along to our Client Care Center managers. I will message you with a way to contact the hotel directly. Please do give us a call so we can discuss your concerns in person.