King's Dog Daycare (Groomer, Dog Cafe, Wine Bar) — Local services in London

_Edit to address response

Hi Nick,

Thank you for taking the time to reply.

I'm going to be direct in my response because it will be too long already; this isn't intended to be rude.

I just want to start by noting that I did make a point of clarifying that the experience/session itself was great and that I had previously given a 5* review within the past 6 months. This was to highlight that this change was due to the 2 points raised in my review, only. I hope that provides some reassurance/clarification.

As previously mentioned, I'm a longstanding attendee and this is approximately the 3rd time since the change over referenced, meaning my feedback did not specifically pertain to this session. I didn't raise the feedback because there had been a drastic issue in this session alone, but as a good faith and non-judgmental suggestion based on the differences observed from before and after the change. I noted in my review that it isn't that I expect all suggestions to be implemented, but instead to reconsider how feedback is received.

E.g. Instead of "we already do that every session" (dismissing the feedback), consider "it's my understanding that we should/do have that in place, but I'll check in with staff to make sure we are highlighting that" (acknowledging the feedback AND that this is something that you understand is in place) by way of example.

The matter of the drink removal speaks to 2 points. The comment on wastage relates loosely to the above as it seemed a bit of a knee jerk response to explain away the removal, reinforced by your response.

As for the removal on basis of costs, I would have to reaffirm that as you already receive a fee for the day care per dog and have someone tending to the coffee shop, that this part of your business is where you would look to cut costs seems misplaced, from a Client perspective. You will have noticed that no one purchased a drink in place of the usually consumed ones, so it isn't as though an extra few £ is being made per person. E.g. Where I would normally purchase a pastry to have with my drink, instead I bought nothing as I had no drink.

I feel it's important to be clear that I haven't stated anything personal about Charlie's nature, and I also included that they were friendly in the interaction. My review was quite literal with regards to the exchange and the intent behind this was to give insight into the perspective of the service user following dismissed feedback. On this, I do feel the point of my review has been largely missed as you explain that Charlie spoke to you after I left, but my feedback was that in the moment when I spoke to Charlie, she told me that my suggestion was already happening every session.

The section in your response about Charlie was quite personal given that my review related only to feedback on receiving suggestions and handling questions. As you're aware, I have a good rapport with all staff and the exchange itself was not heated in any way, so I'm not too where this impression came from. This is the only 2 minutes I have been in Charlie's presence and so I can reassure you that this was merely a matter of fact telling of the exchange. I've no doubt she is all the things you've said.

Regarding my rating, unfortunately I don't agree with the suggestion that the review score isn't appropriate as it would not be right to score it the same as before when it isn't the same as before? I docked a star for each of my issues raised.

All this said, I'm fine to chop the communication aspects up to learning and developing as relatively new business owners (said genuinely and without intending to be patronising). This to say, what's done is done and all is fine on my end. Ultimately, regarding drinks/fees/etc. this is your choice as business owners and I accept the fee.

Again, I am a regular attendee and have no ill will -quite the opposite!

All...

Wasted my time!!! Booked online for my 2 dogs for the whole day of day care 7am-7pm, got a reminder so I assumed it was confirmed. Drove there for more than hour that means I left the house 5:30am for a 7am day care session but was just told my dogs were not on the list for today and it's not the way they work and couldnt accept them. Nobody has made an effort to explain whatever their policy prior to my booking and why would you remind me if you didnt accept me anyway. An email explaining your rubbish website cant bring the time you wasted. Even now, I can still book same thing on your website. What a dissapppointment. And if your booking starts at 7am why nobody responsible for dogs are present?? Only a lady who says shes not encharge coz she only works in coffee shop and when I ask her to call the one responsible for it, she just...

We had an amazing experience here!

I surprised my girlfriend with a visit here after she recently lost her dog and was in much need of some canine cuddles. The dogs were all incredibly cute and playful. The size of the session was well thought through with more dogs than people so it was easy to have a dog or two cuddled up with you. I’m not someone who’s grown up with dogs or is always particularly comfortable with them but these dogs are so well behaved and cute I was not nervous at all.

The owner ran the session amazingly. Very energetic guy who clearly has a deep passion for dogs and has built great relationships with them. All the staff were lovely - the woman working in the cafe set the tone greeting us with a big smile and high energy!

Overall a great experience that I couldn’t...