Wag Hotels - San Francisco

Priscilla C. 

on Yelp

3 years ago

It pains me for our dog Cobie to be a cautionary tale but if you love your dog, DO NOT PUT THEM UP HERE. This business is a SCAM and they ABUSE DOGS. We decided to try Wag Hotels since we heard good things from a friend. We even opted for the deluxe suite so our dog could participate in all-day play. We were happy to hear we would have access to the live camera feed in his room. In reality, the playgroups are so oversubscribed and packed that the dogs barely have space to move around. But the worst part is THEY DO NOT FEE... read more

Lexi H. 

on Yelp

3 years ago

If you're looking for a place to board your dog, I suggest looking elsewhere. I have never experienced such poor customer service in my life. I booked my reservation on the phone through the reservation hotline only to to be told the following day that they overbooked and my dog would not have a place to stay. They told me that they "saw" my dog in the system, but that they wouldn't be able to take him. From customer service support, to the receptionist, everyone seemed confused and no one could tell me why I was given a con... read more

Teresa D. 

on Yelp

3 years ago

I am sad to write this as our dog has had many good visits (boarding and all day play) at several WAG locations. But her 7 day boarding, which included Memorial Day weekend, at the SF WAG was absolutely terrible. She was booked for all day play and we never saw her on camera once from Thursday through Saturday. I left voicemails, used the contact form and emailed but got no response for 4 days. On Sunday I got through to their customer service team who used backchannels to escalate the issue and the manager finally called us... read more

Grace C. 

on Yelp

3 years ago

We adopted our dog 5 months ago and wanted to try Wag hotels as a boarding option before we go on any official weekend trips. We booked an overnight for Saturday night of Memorial Day weekend and dropped our dog off at 2:00pm. We checked every hour on the webcam to see when he would be taken out for his daily promised 1hr play, or evening stroll . At 9:00pm, about 7 hours later we saw he was not fed, taken out to play or taken on his evening stroll. We were so upset we went that night to pick our dog up early. When we arrive... read more

Steven T. 

on Yelp

3 years ago

They can't keep track of dogs or leashes. Don't actually feed your dog when you leave it for them or even tell you or return your food. It takes at least 15 minutes to get your dog even when they do get the right dog on the first try. While you wait you can hear the employees yelling at dogs to be quiet or stop leash pulling. The dogs run around in a couple small rooms with concrete floors. The "walk" is just switching rooms - they never take dogs outside unless it's the roof. They piss and shit in the same room and smell l... read more

Sky R. 

on Yelp

3 years ago

Horrible customer service. You cannot get a hold of anyone at the pet hotel when your dog is staying there. our dog was afraid of the food bowls they used there and wouldn't eat out of them. We called and asked them to dump the food on the floor so he could eat his food. He was starving and ate the food right away when on the floor. They said they made a note of it and would continue to put his food on the floor so he could eat. They would always forget and our dog would go over 24hrs without eating. we would call the hotel ... read more

Shelby S. 

on Yelp

3 years ago

I used to bring my last dog here for daycare and boarding without issue. It was easy to reserve, staff was efficient and caring, and my dog came home tired and happy each time. This was pre-Covid and I get the impression that Wag, like many places, has dealt with major staffing and resourcing changes since then. We took our 6-month old puppy here for a single day of daycare last week. It was incredibly difficult to book via the app and I ended up calling multiple times and waiting on hold for customer service to confirm the... read more

Cynthia M. 

on Yelp

3 years ago

IMPOSSIBLE TO REACH! The last time I left my dog here it was basically impossible to get through on their phone line to extend his stay. I was on hold for 30+ minutes a number of times and eventually gave up. I couldn't do call back option as I was traveling and didn't always have good service. By time they called back my service was bad and it went to voicemail This time, I called to make a reservation and I picked the call-me-back-option. I kid you not it was maybe 3 hours by the time I got a call. Were people on hold th... read more

Yosr Y. 

on Yelp

3 years ago

Very bad customer service with overpriced grooming services with non skilled groomers.