Cassio Pet Resort & Training Center - Newtown, CT — Attraction in Newtown

We recently moved back to New England and needed a kennel for the weekend and this place had decent reviews so we tried it out. First off, if you just want a basic review/recommendation I would strongly advise looking elsewhere. If you want to know why, read on.

We were going to pick our dog up Sunday evening but since we were driving back from out of state we realized it'd be later than expected when we got back and we had to pay for an extra day since we didn't get him before noon anyway so we called to ask if they had room for him to stay until Monday and if they could use some of their food for him if his ran out. They said that was fine so I picked him up around 11:15 Monday morning. Actually, I tried to then and had to leave to get more cash because I never have over a 100 in cash on me and never carry checks since nowhere else I go to requires them. So once I got cash from an ATM nearby I got my dog who appeared fine but unfortunately very energetic. At this point I noticed how much dog food was in the bag I left and it seemed like a lot since I had measured out his food and only left an extra cup which should have been used that extra night he spent. I asked about this and the receptionist said they don't feed them the morning they leave to avoid them getting sick in the car. I feel like this should be a policy done by request only since if your dog is used to being fed at 7 or 8 am and has to wait several hours extra without you knowing they would likely feel much worse. Our has in past vomited due to not eating within an hour or two of when he is used to eating. So essentially I have no idea if my dog was given kennel food unnecessarily (which would usually bother his digestion due to a sudden change and I try to avoid) or if they entirely forgot to feed him a few times. He should not have had extra food left and there were 3 and a half cups, which is over a full day's worth of food for him, when I picked him up.

So to summarize: Pros: -reasonable prices -dog came back uninjured -they did not lose his toys or him (these are basics but I'm trying to acknowledge pros)

Cons: -had to make a special trip to that area to show vet records unlike any other kennel we have used before -strange pickup hours which vary from business office hours -only accept cash or check even for large payments -very inconsistent customer service -humans are around for less of the day than I am used to with other kennels, including one I worked at myself -not able to play with other dogs so my dog came back antsy and energetic instead of tired like is usually nice after a kennel trip -my dog either was given the kennel's food or was not fed part of his stay - luckily he is physically fine from this but it makes me feel bad that be may have felt ill and if someone's dog required special food or had food allergies it could be a major problem and at the least your dog will be hungry the pickup day until you are able to get them and bring them home and feed them

The kennel may respond to this as they have to other reviews but to that I merely say there is nothing they can say that would fix any of these things, they are either inconvenient business practices or things they can't guarantee to me, such as what my dog was fed. I care too much about my dog to leave him somewhere I can't trust and I would recommend any other pet owner that cares about theirs look elsewhere for...

*if you value professionalism and basic respect, this is NOT the place for you and your fur friend.

I reallt wanted to like this place based off the reviews alone. When I called, I was treated professionally by the women who picked up, I was transferred to the owner, who is the person I had a terrible experience with. I got off the phone almost in tears. I felt like I was just verbally attacked by someone who never met me, here I am, reaching out for help for me and my pup, and I’m getting scolded, a 4th of July speech/lecture on puppy food, mind you I didn’t call or mention anything about puppy food. My dog is getting just fine and healthy. Going on and on, scolding me, I felt belittled after our conversation and not confident in my abilities to train my pup even more. I am a new owner and was just looking for some proper guidance. I feel this women was not respectful. At first I did not realize I was speaking with the owner. I called back to complain about how I was treated only to realize, she was the owner and I was dumbfounded at the service she provided. I asked the employee I was on the phone with if that was normal, does she speak like that to everyone and apparently she does! How embarrassing. I hope she pays her employees well!! They sure do deserve it. EDIT: to respond to the women, that is not all accurate and I think you know that. I am Very surprised at your “professionalism” I also did not have the Great Dane for one day, you are being very dramatic in my opinion. I never once said one day. Try a whole week and a half, and yes I am a first time owner, everyone starts somewhere, I was inquiring about a boarding/training school, I have the money, and a car to get there, I didn’t think driving an hour was so terrible, even if she wasn’t able to get seen right away, I still at least wanted to know more information on it! I tried calling around, and landed there, never again. Also, food was mentioned because you brought it up, I just wanted to know if you guys had classes open, and what are the prices and how to sign up, if I even can! the fact that you are replying, and not telling the whole truth concerns me. You must be good at what you do because your service otherwise is awful, I have never been treated in such a way at an establishment before, and then to hear that I was in almost in tears afterwards with no apology is very telling. The better business bureau will be...

I had high hopes for this facility due to good reviews and a personal recommendation. Sadly, I was very underwhelmed and in planning another trip, the thought of boarding my dogs here gives me anxiety. None of the issues alone would have made me write a negative review online, but put all together, and adding to them the complete non- response to my telephone call following pick up, I was prompted to do so. During the overnight boarding trial, I was told that they were unable to clip my puppy’s toenails, and sedation was suggested, however, the vet has been able to clip the toenails every visit. When we dropped off our dogs for boarding, we accidentally tried to enter the office while someone else was inside, and the receptionist was not pleasant when reminding us to wait outside. Both for the overnight trial, and for the time my dogs were boarded, meals were skipped. (I had every meal in Ziploc bags, and received several bags at the end of the week. I sent a couple of extras, but definitely received more back than I should have.) Almost all the treats I sent came back home, making me wonder about all the extra attention time I paid for my dogs to have. My puppy’s frisbee was missing from the bags that were returned to us. When my daughter picked up the dogs, staff members kindly helped her get the dogs ready to put in the car. However, even though a staff person told my daughter that they knew how to put a Gentle Leader on, the person put it around my puppy’s neck instead of putting it on properly. Finally, both my dogs developed kennel cough two days after coming home. When I called Cassio, and asked about my puppy’s frisbee and informed them that both dogs came home with kennel cough, the person who answered the telephone, replied that they hadn’t heard of any other dogs with kennel cough. Absolutely no “I’m sorry to hear that”, or “how are your dogs doing” or anything of the sort. They never called me back about the frisbee or about anything else; very poor customer service. My older dog boarded many times in the past at a place (that place now closed-an unfortunate victim of Covid) that had a camera so I could find out how my dog was behaving, and how she was being treated. We never had an issue, and my dog never came home sick. I’m definitely searching for another...