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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 |
I really tried to give Wag a chance but I agree with a previous comment about them lacking communication and attentiveness to my dog when he's under their care. They often give me wrong information and call him "she" when they can quickly read male on his chart. He only stayed one night this time and when I called to get an update because I wasn't seeing him on the WagCam, they told me that they didn't know I wanted all day play (even though I requested this when I dropped him off) and that he was doing great and also mentio... read more
Business response:
Dear Tyler, Thank you for taking the time to share your experience with us. We deeply regret that your recent visit did not meet your expectations and that you experienced issues with communication with us. We apologize for the oversight regarding your dog’s gender and the incorrect information you received. It's imperative that we correctly identify and care for each pet, and we will be addressing this mistake with our team to ensure it does not happen again. We are very sorry to hear about your dog's distress and the i... read more
Everyone that works here is kind, BUT there is lack of attentiveness and communication. This was the first time my dog was boarded for a week. By the second day my dog didn't have a great appetite. This is not normal for him, yet when I called to check in I was told they thought it was. Every morning and night, I would have to call or look at the camera to see if my dog left a full bowl otherwise there was not attempt to inform me. By the forth night we finally figured out that he didn't like to eat in his room. Yet, they di... read more
Business response:
Dear Dexter, Thank you for taking the time to share your detailed feedback. We genuinely appreciate your kind words about our staff and are sorry to hear that your experience did not meet your expectations in terms of attentiveness and communication. We understand how concerning it must have been to see your dog's appetite change, especially during his first boarding experience. Your observations about our communication shortcomings are very valuable and will help us improve our service. We are glad that Dana was able to a... read more
I called earlier this week and spoke to a gentleman that had great customer service and I signed my dogs up immediately. Just now, at 10:29pm on Dec 19 I called back and was looking into future reservations. Whoever this guy was (he said there's only him and "John") he couldn't even pull up my information. He just kept saying he couldn't find my account. We tried phone number, email, pets names. Nothing. I honestly don't know if he was telling the truth or the system glitched because he'd ask for my pets names, I'd give it ... read more
Business response:
Hi Nic. This is the General Manager, Jamie, over at Wag Hotels in WLA. First off, I am so sorry that you were lead to believe you did not have the reservation available after getting the green light from Client Care. Client Care has been handling many of our holiday bookings and I'm so glad your experience was wonderful with the initial signing up! I am disappointed to learn that there was some confusion/disconnect around your reservation/profile. I would love to help fix this if you have not already made other arrangements.... read more
There is no local phone number listed on their website to call them. If you call the number listed you are on hold indefinitely. They give you the option to have a call back with saving your space in line and "someone will call you back shortly." On two different occasions they did not call for 4-5 hours. I was not able to make plans without securing a reservation. When you attempt to make a reservation online, there is no option to do so on the same day. It only allows you to make a reservation for the following day.
I mean...disappointing is an understatement. For how expensive this dog hotel is, you think that they would keep up the facilities a little better. First off, the cameras are glitchy and barely work. They are also at weird angles where you can't really see a lot of the gated dog area. Second, depending on who is working that day will drastically change your dogs experience. Some days the whole floor would be covered in dirty rags, poop, pee, diarrhea, etc. some days the workers will literally not touch any of the dogs and... read more
So I brought my dog back after they made sure to replace the pool equipment and train their workers to do better. Unfortunately, the latter has not been achieved. I was looking for my dog in the WagCam only to find a worker who literally walked past the diarrhea on the floor and proceeded to not clean it up. She literally saw it and walked away. This is supposed to be a safe and clean establishment for our dogs, yet this is the kind of place you're keeping? Ridiculous.
Business response:
Hi Dimi, we are so sorry to hear about your pup, and appreciate you bringing this to our attention. The care of our guests is very important to us. We are replacing the pool equipment and will use the feedback to continue to coach our caregivers.
My dogs came back and got so sick. It was very sad. And the facility was lax in following up on their responsibility in communicating with us about this. Apparently several other small dogs were affected. It took our babies almost 4 weeks to recover.
This business does a good job at what they do however... DO NOT TRUST THEM TO KEEP A CREDIT CARD ON FILE OF YOURS!!!! Wag Hotel made charges on my wife's credit card for days that our dog was not there, and they are giving us the runaround about giving us our money back! The excuse they gave for the charges were that other dogs have the same name as ours, so someone else's dog got charged to us. I HOPE THEY HAVE A BETTER SYSTEM OF KEEPING TRACK OF THE DOGS IN THEIR POSSESSION. Be very careful to look at your credit card st... read more
Absolute worst customer service EVER! So many changes and always a disgusting mess! Yet, they try to blame things on the customers. Tried to put me in collections over super small bill but no calls and no emails or trace of any contact to me. On top of my dog being sick when I have left her here they also have had trouble finding her. Took over an hour multiple times just for the very basic pick up. I can show the times I've tried this place on my receipts and the vet bills I have had to pay after because each time my sweet ... 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.