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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 |
***NEGLECT and Possible abuse ALERT*** Looks like WAG can hide reviews on GOOGLE! So I'm going to have to post this here. !! UPDATE from our VET: Vet says since our dog did not have excessive anal gland on the infected side, it may have been caused by excessive licking WHILE HE WAS HOLDING HIS POTTY!! Poor boy will be on meds for a few weeks. Wag expects you to hold 10+ hrs overnight and if you have a very good dog that is super potty trained, they are punishing them because they hold and hold even when you asked to pay f... read more
Business response:
Hello Michelle, I'm sorry for your experience over the past weekend in Santa Clara. I tried to reaching out to you Today & I will keep trying to connect with you, so we can talk about each one of your concerns. I do want you to know, we always appreciate clients bring their concerns to our attention, This is very Important to us. I also wanted you know for the safety for the guest ( Dogs ) & our staff, as to why we don't offer any extra strolls after 9:00 pm. I look forward to talking to you soon. Sincerely Christen
I don't even know where to begin, but I will start with this. DO NOT BOARD YOUR DOG AT WAG HOTELS. This place is an absolute cash grab with terrible customer service. My GSD mix was only boarded for one day ($80 for a large room) and came back smelling like pee and off-the-walls anxious. None of the staff provided any updates for me, even when I asked 3 different people, and get this: you would think any humane person would take your dog out to pee. Not at Wag! They are expected to defecate and urinate in their own rooms and... read more
Business response:
Hi Gloria, we are sorry to hear that your GSD came home smelling of urine. That is not a representation of our care, and for that we apologize. We do want to provide some clarity- we provide all guests staying with us two playgroups one in the morning, and again in the evening. These playgroups come standard with our room accommodations. Our fur guests play outside of their rooms for hours during these playgroup times. The additional walks you mention are there as options to add on in addition to the playgroups. We have a ... read more
I have inquired into training for my puppy as well as asked questions about boarding and nobody responds to the e-mails. I did call in as well and received a call back a whole 1.5 hours later--too long to wait. I understand that they're busy but you should be responsive to new clients/existing clients questions. I'm proud to give smaller businesses a chance anyway
Business response:
Hi Kim, we hope that our team was helpful in answering all of your questions regarding our puppy services. We completely understand needing to find arrangements quickly, and apologize for the hour call back time. Our care is top notch, and our puppy socials are a ton of fun. We wish you the best in finding the right accommodations you can trust for pet care needs, and hope to have you try us in the future!
I've taken both my pups to Wag Hotel probably 8-10 times or more by now-they get groomed monthly. This review is specifically for the grooming services. Our regular groomer, Elaina, was an exceptional groomer--absolutely warm, compassionate. Unfortunately, she left. She was very skilled at listening to my concerns having dogs w/ cotton like fur and potential matting issues. She handled it all w/ a 'can do' attitude and was upfront w/ me. Yesterday, unfortunately, was a deal breaker for me and I definitely will not be taking... read more
Business response:
Hello Veronica, I do understand having your small pups in a kennel for 7 plus hours is not ideal at all.This I know too well, I too have 2 small pups myself & I wouldn't have liked that either. Trust me I really do Understand your frustration & concern. Each grooming appointment does require 3-4 hour time line. You are right about Nic your Groomer, He is very calm in nature & this helps him be a great groomer. Nic is also very particulate and Meticulous about the care & hair cute he gives to all his guests,This does cause... read more
My dog has been to 12-13 different daycares from Las Vegas to San Diego to LA to the Bay. This has been the only place where she doesn't excitedly go back with the staff to the play areas. At first I thought it was a fluke, but each time she's gone, she has been hesitant to go back. She's stayed there 3x and has never received a report card on the app, nor has the person who brought her out ever commented on her day, but I did get one photo from her most recent stay which I appreciated from Christen. Today I dropped her ... read more
Business response:
Kimi , I’m sorry for the missteps & poor communication, you got from us. We have made some mistakes recently due to being so busy with our new are regular guest , even more so at departure time & yes can seam hectic and confusing, especially, since the state has reopened & more & More families are going on vacations. I can ensure you, Everyone of my Team members Loves , working & play with all of our Guests, working here , You can help but fall in love with each fur baby that comes in. My teams first responsibility ... read more
Terrible process for communication. Emails: Not answered. Calls: Not answered. App: Needs a lot of improvement.
Business response:
Hello Diana, I’m not sure what happened with the communication or emails you did or don’t receive. If you can call me at the Santa Clara Hotel, I would like to talk to you about your experience at the Santa Clara Hotel. I do want to get your feed back on how we can improve things & get better. We truly welcome all feed back & want to Improve in every way possible. I’m not familiar with your issue . I have no way of getting back to you. Please reach out to me Christen at the Santa Clara Hotel , let’s chat, we are always wil... read more
While my friend was out of town her dog-sitter had an emergency and I ended up watching the dog while my friend worked on a new sitter/kennel. Upon trying to make a reservation all she got was a message saying "we'll answer within 24 hours". 24 hours I tried calling to see what was up. Here's the email I sent my friend describing the experience with Wag Hotels: Called Wag Hotel earlier today...no humans, just an automatic phone system. Eventually navigated to "talk to a person", got instructions that if I press "1" they'll... read more
We needed a place to board our 7-month-old pup while we went away for the weekend. After seeing the great reviews and amazing photos, we decided on Wag Hotels to be the first place we would ever leave our furbaby. This place definitely did not meet our expectations. On the phone, the staff was friendly and helpful. They called us when they needed some more information about her vaccinations, and we even needed to make a change in the dates of our reservation, and they were able to accommodate that. It goes downhill when w... read more
Business response:
I’m so sadden by the lack of transparency you revived here at Wag Santa Clara. Yes you should have been given a tour and maybe you might of had to wait a few minutes to get one but not turned away. My deepest sincere apologizes. This is not how you or anyone else should have been treated . With transparency, we used to do tours by appointments only however we no longer do that we are open to do tours starting at 10:00 am daily. Regarding the wag App with Photos & Report cards I’m so sorry you didn’t get any pictures . ... read more
I was in a pinch and decided to try Wag one more time and that was a big and costly mistake. I boarded my two pups, who are both fully vaccinated, and they ended up coming home with kennel cough. It was impossible to get rid of. It took over a month and several rounds of antibiotics, cough suppressants, X-rays, emergency vet visits, costing over $3k. When I called to speak to a manager, the girl at the front was laughing at the situation and claimed it was an awkward conversation and she didn't know what to say. I asked to h... read more
Business response:
Hi Veronica, thank you for your review. Similar to humans, dogs have a similar cold virus called "Canine Infectious Respiratory Disease Complex" (CIRDC), previously referred to as "canine cough". As a pet owner, you vaccinated your pups to avoid them catching viruses such as Canine Cough. However, just like the flu vaccine for humans, the Bordetella vaccine only protects our pets from a few of the 20+ strains of the virus. Canine Cough is spread by air and hands and can be contracted anywhere dogs congregate such as dog p... 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.