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Wag Hotels - Santa Clara
- Pet Boarding
- Santa Clara, CA
About this business
Location details
2000 Duane Ave, Santa Clara, CA, 95054, United States
Get directions| 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 |
When we pick up our two dogs after a four day stay both were sick to the stomach for several days with diarrhea and vomiting. The inability to get any of the staff on the phone for updates on our dogs was very frustrating.
Business response:
Hello James I’m so sorry your pups where sick after staying at Wag . We take all sickness seriously . We have a illness tracker that helps us understand what and how are sickness preventable. I was unable to find your profile could you please reach out to me so I can help find out what happened . We do Use specific cleaning methods and products that help clean & sanitize that are completely safe for dogs & cats . Please reach out to me , sincerely Christen
Frustrated with all the hurdles to jump just to get a live person on the line or a call back from a phone rep, which used to be someone directly at the facility but now probably at a call center or corporate office somewhere. We used to go here a lot for day play, grooming, and boarding. It was a clean facility and convenient for us. But they were always slow in processing dogs in and out and I can understand some of the complaints about the corporate vibes. But the more "streamlined" processes like the app and online bookin... read more
I've been taking my pup here for baths and to get a sanitary trim for almost a year now. I always had a good experience and never had a reason to complain, until now. There's been a few occasions now where her nails have not been trimmed, so all they could offer me was to go back again for them to do what they should've done the first time. In addition, the most recent time that I took her, she received a sanitary trim (and based off of the times that I've taken her, all they did was trim her butt curtains). However, this ti... read more
The experience I had with this hotel was incredibly awful. I was so disappointed as well since generally they did so well. The last time I dropped my pup off she was on medication. I filled out the sheet and told the front desk exactly how to administer and when. They assured me everything was fine. When I picked up my pup, I noticed she had NO medication left for one of the two, which was not supposed to be the case. They had incorrectly administered MEDICATION to my dog and she was super thirsty, panting a lot & acting... read more
Business response:
Hello Brooke, I’m so sorry this happened. I can not locate your profile to investigate this situation. Can you please call the Santa Clara Hotel so we can clear this situation and ensure this doesn’t happen to any other pup. This is not okay to make a mistake on Medication. We do have several procedures to help ensure this type of this doesn’t happen . Please reach out to me so I can say I’m sorry & help figure out what went wrong . Sincerely Aileen
If you love your pup, look elsewhere please. I will never bring my pup here again. We booked a stay here for our pup for 3 nights over memorial weekend. Employees we encountered here do not care, are not responsive, and do not love the pets. We checked the pup cam daily and never saw my pup. They later said he was in a smaller room with no camera. We booked a bath for him the day before picking him up. When we picked him up he was covered in urine and smelled filthy. Their claim was that he peed a lot. His paws and his ... read more
Business response:
Hello JW I’m so sorry you had a camera issue , we unfortunately don’t offer camera in our standard rooms . We do take every guest out to play with other guests 2 X per day for 1 hours . This comes with the price of a standard room. I guarantee my team and I love every single dog we would not be in this business if this was not the case. It is challenging to get a hold of us because majority of our time is spent on our first priority to care in the well-being of all of our guests. Clearly we missed the mark with your pup & ... read more
My dogs have been boarding at Wag for years. I have always been up front about the fact that one of my dogs has epilepsy. I even talked to someone on the phone to schedule their boarding appointment today. We arrived and were told that they would not take my pets because my dog had a seizure within 6 months. This was the first I ever heard of this requirement. This left me scrambling trying to find a last minute place that would take my two dogs. They weren't even nice about it! I used to recommend Wag to friends with pets. ... read more
Business response:
Hello Joyce, I’m sorry for the late Notification about not allowing your pup to board with us. Unfortunately my team & I are not veterinarians we do not have a medical licensed treat guests with seizures or any other severe medical condition. It’s in the best interest of your Pup to be at the Veterinarian office where trained team can look after your pup. I apologize for the stress this may have caused you we just need to do what’s best for your pup incase they have another seizure medical issue. Sincerely Christen
Thought it wouldn't be such a bad idea to try Wag Hotels out since they offered first two days of dog day care (Day Plus dog care or something like that) - it was not a good idea. I have a tracker on my dogs collar, plus they have a livestream of the room the confine the dogs to - so I had a pretty good idea of my fur baby was up to the whole time. Their website indicates a fun, activity filled day structured around stimulation, play time and other too good to sound true activities - it was all bulls*it!! I also spent a lo... read more
Wag Hotels is a prime example of over-complicating things for no reason beyond maintaining a "professional" image. The bad outweighs the good, so let me start with the two good things we experienced with Wag: - app works ok for viewing live feed - groomers did an excellent job giving our dog a bath Now onto the negatives. The check-in process took FOREVER. The receptionist, for who knows what reason, was re-entering data we already submitted online for our dog, including our own information. This person also took a very lon... read more
Business response:
Wow, Thanks for the feedback, I am glad there were a few positive things, however I want to focus on the other not so good things. like the interaction with my clients service's person you encountered on check in. It sounds like your reservation wasn't set up correctly to begin with & the client service's person at the Santa Clara Hotel didn't communicate that to you. it's clearly not fun having to sit around while we recreate your profile. I'm even more sorry we came off as a stiff corporate company, happy to report we ... read more
They did a great job showering our dog and that's it. The whole experience is the total opposite of being efficient. Starting from a call center that will never get you to a person, to the super long wait time at reception desk, ends with a lot of unneeded questions and processes. We have boarded our dog at multiple places in the past so was expecting the same kind of process here, but no. Even if all information is provided online, the staff still ask us things like what breed is the dog, the report card still call my boy... read more
Frequently asked questions about Wag Hotels - Santa Clara
How is Wag Hotels - Santa Clara rated?
Wag Hotels - Santa Clara has a 4.3 star rating with 809 reviews.
When is Wag Hotels - Santa Clara open?
Wag Hotels - Santa Clara is closed now. It will open on Monday at 9:00 a.m.