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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 |
We were going away for the weekend and needed a place for our Corgi to stay. Decided on Wag hotel in Santa Clara as I saw this place had 4 stars on Yelp. Unfortunately we didn't feel it lived up to that. Felt rushed at check-in. Also, we requested to upgrade our dogs room days prior to drop off and also confirmed at check in that his room was upgraded. However when we picked him up, we were still charged for the small room which makes us believe that his room was never upgraded. Staff was not aware of special which gives fir... read more
Business response:
Hello Melvin , I’m saddened that we did not deliver the welcoming you deserved & we made you feel rushed at drop off. My apologies. Sometime there are a lot of clients dropping off at the same time & it can seam & feel overwhelming . Regarding your pups room size, when you book your reservation we where sold out of small rooms , so when that happens we upgrade you for free to the next size room automatically. This is the reason there were no extra charges to your account. We don’t often tell our clients and to your point ... read more
My dog has been going to Day care at Wag hotel for nine months. My main issue was my credit card on file repeatedly being overcharged. I had to address this several times with staff and eventually got tired of having to refute incorrect charges every month. Also, for the rate, you'd think they would invest more in a larger play space and/outdoor area. Overall, wasn't thrilled with my experience.
Business response:
Sasha, I’m so sorry for all the confusion with your charges & I Do Apologize . We focus is on delivering your pups the best time & the best care possible. I know we deliver on that every day ! Please reach out to me Christen if you would like to discuss this any further . We are completely transparent and welcome your feedback . Sincerely Christen
I am so glad my Frequency Program is done here. There was a mix up for our Program so we ended up getting the discounted rate that Sacramento provides. I am glad that with Wags' error they were able to grant this rate. However, with this, came so many problems. Wags charged my credit card account so many times where I had to check my account every time I dropped them off and call Wags to let them know I was charged again. Imagine! I was on hold and then it takes days to credit my account so I had to check my account again. I... read more
Business response:
Jovice, you are Right this was not a good experience for you or your husband . You both have been so patient and kind with us. Unfortunately our systems in our Hotel don’t talk to the other Hotels So keeping track of your day care punches from the Sacremento Hotel while you visited the Santa Clara hotel was very difficult. As the manger I should have thought outside box and come up with a better solution for you guys sooner. I do owe you both a apology. We love your 2 pups, Choco & Peanut and enjoyed spending time with... read more
The reservation process is MADDENING. Requested a reservation online on Mon (for Thu)...it's Wed and I've heard nothing. No one answers the phone so you're forced to meander through their voicemail system and 'get in line' for a call back.
Business response:
Hi Jennifer , we do appreciate your feedback. We are truly sorry about the wait time on your reservations. unfortunately our call center has been getting thousands of calls and Voice messages . This is an unprecedented time we have all be n going through for the past year & a half . While our State is about to re open on June 15 th , it’s even more exciting for everyone . As a business We are grateful for all the calls trust me . This means my hotel will be able to employ more and the best part is be filled with all our ... read more
My pup was in day boarding for three days. We got her back yesterday and asked for the food left. We got 70% of our food back. It feels like they didn't feed her enough! She looks weak and smaller. We had asked the staff to feed her at a specific time but when we looked at the camera, and asked for an update about her, they said she was being fed but at the wrong time. Also, it seems That since the dogs are kept overnight in the cage and are forced to poop inside their rooms if necessary ends up regressing their potty traini... read more
Business response:
Aroshi, I do apologize that you where not told by my team or I , often when dogs are boarding for the first time or even if they are just a nervous dogs they often don’t eat a lot they may just snack or nibble because they are nervous and Anxious about being left and are not sure you are coming back for them, so unfortunately this is a common behavior for dogs in some cases. That why at Wag We offers you & your pup 2 free days of All day play before you board. This way your pup gets to take in all the new smells in the lob... read more
My doggies love wags. I'm finding the custom service by phone to be horrible. They only offer a call back at their convenience not the customers convenience. There's a recording that basically say we're busy, we'll call you when we are free. This is not service and is super frustrating. Wags management you need to fix this. Customer service means answering your phones when customers call. Your customers are as busy as you are.
Business response:
Hello Sonja , I’m so sorry you had a bad experience getting in touch with us & not getting a timely call back. I’m truly sorry, we are actively hiring as fast as we can to be able to handle the call volume we are currently receiving . As a valued Client I promise you, we will be their real soon, Just like we have always been in the past. This has been an Unprecedented time we are all in. We do Thank you so much for being part of our Wag family & do look forward to having Carlos & Mia with us real soon. Sincerely Christe... read more
This was our FIRST time boarding with someone outside of family to watch our paw-some 2-year old furry rambunctious guy "Cal". Check-In: There was a little wait time at check-in (obviously due to covid protocols) however, I can appreciate that (yay!). At check-in, the attendant was extremely helpful and very thorough in reviewing Cals information and asked a lot of questions. They wanted to be sure they put Cal in the right play group as well as match "personalities". While waiting, I saw so many other Wag furries being d... read more
I submitted an inquiry 1/26 and received an auto generated email that it was being reviewed and would receive a response. Still never heard anything back. It's a shame a company charges such a premium for seemingly good services but can't even be bothered to respond to an inquiry about the services supposedly offered.
Business response:
Hi D.C, we are open and available 24/7 via phone at 888-WAG-LINE. Our dedicated team of customer care professionals would love to speak with you and help answer any questions you may have on our services. We did reach out to you to learn more about where you sent your inquiry, but haven't heard back. We would like to learn more. We hope that soon, you can try our services and experience what amazing pet care is all about!
I haven't brought my dog back to DayCare for a while because they said Coco needs to be in special care because his behavior with other dogs and he tempt to bite the staff. I didn't want to argue at that time but after telling me he can't be playing with another dogs in the day care I stop bringing him to WagHotel. I don't know why but he has been playing well with other dogs while I brought him to the dog park... Last week I saw an advertising of WagHotel about the National Dog Day, I called and made a reservation but they ... read more
Business response:
Tammy, Thank you so much for the amazing review!! I am glad to hear things are way better than your initial visit with us and I am glad I was able to explain the situation. Coco is an energetic fun loving dog who has a blast in all day play. We are glad to hear that you find comfort in watching Coco on our live streaming WagCam. We do offer training services 5 days a week that can be added on to any day care or boarding stay, which ever best suits the needs of your dog. Our groomer Elaina does great work with all the ... 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.