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Wag Hotels - Santa Monica
- Pet Boarding
- Santa Monica, CA
About this business
Location details
1653 19th St, Santa Monica, CA, 90404, 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 |
The folks at Wag Hotel in West LA are truly wonderfully caring individuals who really go out of their way to make a pet's stay comfortable. They recently took my pup, Sasha, to the vet to get updated vaccinations: this is a service that they offer with no additional charge. There's actually a 20% discount provided at the Brentwood VCA for Wag customers. Wag has great service provided by very caring people.
My first time ever leaving one of my dogs at a hotel. On Saturday the 26th I left my Husky Comet at Wags and it was the most amazing experience for both of us. She was so happy and exhausted when I picked her up the next day . I really appreciate all their hard work and their love for my dog . Can't wait for her next visit Thank you so much for all your help
Business response:
Thank you for taking the time out to share your experience at Wag Hotels. We're happy that we could assist you and that Comet enjoyed herself, she's awesome! Looking forward to seeing you both soon! Have a wonderful day. Best, Tiffany, Assistant Manager
I appreciate this hotel and their 24/7 availability. We had to go out of town last minute and needed to drop our dog off for a few days. The lobby/entrance was clean and the staff was friendly. I also enjoyed the photos of my baby while I was away, she looked like she enjoyed herself. However, on the ride home, she had this hacking-like cough and we noticed her ears were extremely red and almost completely full of gunk and she was pawing at them. She also wasn't eating (which is nothing like her). I took her to the vet the... read more
Business response:
Hi Ta'shja! Thank you for taking the time to share your experience. First and foremost, we're truly sorry to hear that Ms. Samus came home not feeling her best. We know how upsetting that can be. We’ve attempted reaching out to you via phone and email, as we would genuinely appreciate the opportunity to speak with you directly and offer our support. We’re glad to hear you felt welcomed by our staff and enjoyed the updates and photos during her stay. That said, we take your concerns very seriously, especially when it comes ... read more
Just over a month ago my husband and I took a tour of Wags Santa Monica. Honestly, it was OK. I have two small dogs and wanted to find a place to leave them for a couple of nights. We did a tour of the small facility and I think the person we met with was "Anthony". I could be wrong on the name. As we were getting ready to leave I ask how much time he needed my dogs there to do an assessment (to see how well they get alone with other dogs, etc). To my shock he said 5 minutes!! I thought I heard him wrong. I explained to hi... read more
Business response:
Hello Bec A, Thank you for sharing your experience. We’re sorry to hear that your visit didn’t meet your expectations and appreciate the opportunity to clarify a few important points. We do not conduct “assessments” as described. What we offer are Discovery Days, which are a much more involved process. They typically last between 4 to 6 hours, depending on the guest and the comfort level of the owner. This time allows us to get a well-rounded sense of your dog's personality, how they adjust to our environment, and how the... read more
Wag Hotels nearly starved my dog, ignored her bleeding , and pain. I had a horrifying experience at Wag Hotels Santa Monica that I need to warn other pet owners about. When I dropped off my dog on a Thursday, I gave clear feeding instructions to the "team lead", so I thought she was in good hands. She was to receive house chicken kibble for breakfast and lunch, and her own food with a treat for dinner. These instructions were acknowledged at check-in and she was the only one being checked in at the time, so it appeared as if... read more
Business response:
Hi Irvina, Thank you for taking the time to share your experience. First and foremost, I want to extend our sincerest apologies again for the distressing situation you and Sugar faced during your stay with us in March. We completely understand the seriousness of your concerns and the impact this had on both you and Sugar. As we discussed during our phone conversation on March 5th, your feedback was taken with the utmost gravity. Since then, our team has worked diligently to review and improve our internal processes, docume... read more
I left my dog here in a "suite" for three days. When I picked him up they informed me he hadn't been eating while there but no one bothered to call me to tell me anything about it & The woman had the nerve to complain to me about him being vocal. He also had bloody ankles and wasn't himself for two days after he got home.
Business response:
Hi Sara, We tried reaching out by phone a couple of times today regarding your concerns about Bishop’s recent stay with us. We’d really appreciate the opportunity to hear more about your experience and understand what may have gone wrong. Your feedback is incredibly important to us, and we want to do everything we can to make things right. Please feel free to give us a call at your convenience, or let us know the best time to reach you. We truly value you and Bishop, and we look forward to speaking with you soon. Best rega... read more
Unfortunately I cannot recommend the Santa Monica location. I do not trust them with my dog and have zero confidence in their ability to follow basic simple instructions. I encountered issues with this location every time I boarded my dog there. I kept giving them a chance to make things right and every time they failed. During the 4th stay, I canceled my business trip from NYC and flew back to LA to get my dog out of their facility after only 2 days when I discovered that she had not been taken out to relieve herself for 9 ... read more
Business response:
Good Morning, Thank you for taking the time to share your experience with us. We are deeply sorry to hear about the difficulties you faced while boarding your dog at our Santa Monica location. Your concerns are valid, and it’s clear that we fell short in meeting your expectations and providing the level of care your dog deserves. It is never acceptable for instructions to be disregarded, and we sincerely apologize for the impact this had on both you and your dog. We understand how important it is for pet parents to feel co... read more
I spoke with someone from the SM location on the phone and explained what happened with our dog. They said a manager would call me back within 2 days. Did they call? Nope, maybe they're too busy fielding calls from other dog owners whose pups nearly died after their stay at Wag SM. Please save your dogs and board them elsewhere.
Business response:
Good Afternoon Jen, We've attempted to search for your reservation under the name based on your google review. I'd love to touch base with you regarding your most recent stay with us as it does not align with our values and customer expectations. Please reach out to us at (888) 924-5463 so we can get to the bottom of this. Hope to hear from you soon. Helmuth Jaime Wag Hotels-Santa Monica General Manager
A healthy, vibrant and loving Bernese Mountain dog was dropped off. Picked up a very sick dog who was DEAD within the hour! If you love your pet at all, PLEASE DO NOT USE THIS BOARDING FACILITY. At pickup Lincoln was clearly sick. You didn't need to be a veterinarian or even know about dogs to tell. His tongue was hanging out his mouth WHITE, head tucked in, gagging, weak, had trouble walking, drooling, and not responding well. When we asked the staff what was wrong he looks sick they said, "Yah, you are right. He does look ... read more
Business response:
We are deeply saddened to hear about the tragic passing of Lincoln and the distressing circumstances described in your review. First and foremost, please accept our heartfelt condolences. The loss of a beloved pet is an unimaginable sorrow, and we are truly sorry for the pain this has caused you and Lincoln's family. While we are in direct communication with Lincoln's Owner and veterinarian to seek answers on Lincoln's passing, we want to publicly acknowledge your concerns and assure you that we are taking this matter with ... read more
Frequently asked questions about Wag Hotels - Santa Monica
How is Wag Hotels - Santa Monica rated?
Wag Hotels - Santa Monica has a 4.4 star rating with 563 reviews.
When is Wag Hotels - Santa Monica open?
Wag Hotels - Santa Monica is open now. It will close at 6:00 p.m.