Pet Paradise Hilton Head — Local services in Hardeeville

I have slight mixed review which is why I went with a 3 but here’s the break down. Lots of good some not so good.

Facilities: 5/5 you can tell the staff values the facility and takes great care of it. Everything was very clean even saw on multiple accounts on camera staff cleaning the play areas!

Friendliness: 5/5 staff were incredibly nice and helpful from my call to reserve to the day I checked out. My baby is only 9 months and his first time boarding. Staff made me feel a little calmer about his first time. They worked with my special requests to take him during the day which was a great deal to me. Told I could call at any time to check in at anytime. Super easy to work with.

Communication: 3/5 This is where it gets iffy. I stand by what I said staff is incredibly friendly, however, when questions where ask reception had to go find someone else with answers (almost every question that was asked) but I would prefer that than not giving me answers. I just think the receptionist should know basic questions like “what food is kept on shelf here”. When I first called to make the reservation I was told I would be able to see where he would be staying, however when I got there and they had already taken him back, I was told I was not allowed back there :( Additionally, my baby stayed a total of 6 nights and I called once about 3-4 days in just to check in. There was a huge storm and again it was his first time in boarding and all I was told was “well nothing is written down” after asking again if he was eating okay, using the bathroom fine, still has his energy? I was told again “if something was off they would have written it down”. I am in the vetmed field and I know it is different but also my dog was getting one-on-ones so why couldn’t the employee that were doing those sessions be found or give me a call back when an updated has been given? I would have totally understood if she said “i haven’t worked much with him but let me see if I can find someone who has, can we give you a call back?”. Being personable can go a long way!

Service: I can’t give this a true rating because I didn’t see my dog much on the cameras and I got the very basic plan. However, what I can say is I asked for a wash and go on his last night and because it was last minute, I told her don’t worry if you can’t just thought I would ask. Mind you it is $30 for a basic bath. Now I give him baths pretty often and he is long haired so there is a big difference in his fur when he is bathed. When I checked out I asked if they were able to do it and I was told yes. Great! Immediately when I saw him I knew he didn’t get one, but I gave them the benefit of the doubt. I had an 8 hour drive ahead of me so when I got to the car I did a quick inspection. he definitely spelt like he was bathed but his fur did not seem clean. I also found sand spurs in his tail which was probably from our walk the day before. What this told me is they simply sprayed him with dry shampoo and I definitely should not have paid $30 for that! At that point, I already said it was okay if they couldn’t do it so just don’t do it and don’t charge me for it.

Okay, I know that is a lot so here’s what I’ll say overall. I am very impressed with the facility and staff friendliness. I truly do think my baby enjoyed his time. When we got home he did nothing but sleep. I know he enjoyed all the attention. However, I would appreciate a little more attention and awareness to the care that is given. Straight forward communication. And I simple don’t know what to say about the bath. If a dry shampoo is all it is… $30 is a ridiculous price. If this isn’t typical procedure and there wasn’t time I shouldn’t have been charged. Maybe I am wrong and a bath was given then I am not impressed by the result. I definitely would board here again I just know to lower my...

TWO WEEKS LATER: I did receive a response to my review from Pet Paradise. They state they will reach out to me directly to discuss the matter. Shocking - two weeks later NO CALL FROM PET PARADISE!!!!

The worst experience I have ever encountered at a dog daycare!!! I took our dog in for an evaluation for dog daycare and boarding. It did not go well. Too many dogs and not a lot of supervision! A smaller dog was put in with the large dogs and started to scream because it was being circled by larger dogs. Instead of removing the stressed dog it remained screaming and a fight broke out. My dog was blamed and we have taken complete responsibility, however, I am noting that I have yet to hear from a supervisor or manager of the Okatie location. This happened on Tuesday!! My second experience was with boarding. My dogs were going to be in private play and a private suite. We were leaving town on Friday morning early, so I arranged to drop off my dogs Thursday evening before 6 p.m. On Thursday morning I called the location and was transferred to voicemail three times. I know that they are busy with intake, so on the third call I left a message asking that they call me to confirm my drop off and that everything was confirmed for the weekend stay. They never returned my call!! Finally, early afternoon I called again and was transferred to a receptionist. She was very nice and we went over the reservation, confirming what I could bring for their stay, and the time I would be dropping them off that evening. We packed up their blankets and food and headed to the Okatie facility it was around 545p.m. I walked in and was greeted by the staff behind the desk. I told them we were here for boarding. The two behind the desk kept looking at me and back and forth at each other and then the computer. Finally, after about 5 minutes, because they were not talking to me, I asked if there was something wrong. They said well all of your dogs vaccines are expired. I said that's is impossible, so I called my vet. The vet assured them that the vaccines were all up to date. BUT one dogs Bordatella was expiring Saturday. I was shocked. I asked why wasn't this brought to my attention when I called earlier. I could've handled it that afternoon. NO ONE CALLED ME. I was very nice but shocked because we were leaving the next morning. So the staff behind the desk just kept looking at me, no apology just looking at me. I did not raise my voice, I just was in shock. I said What am I supposed to do, we are leaving in the morning? They said "I don't know". Then, whom I assume was a supervisor, pointed out that they could not stay. I was like ok, so I was walking out and the supervisor said "Have a great rest of your day" in a singsong mocking tone. I was stunned by the rudeness and lack of consideration for the situation. We ended up cancelling our plans, costing us $$. It was very upsetting and rude. I have not received one call from a supervisor or manager, so that speaks volumes to me on their customer...

I originally sent this feedback in March through the PetParadise website but I did not hear a response so I figured I’d leave this review for both locations so that I know it’s seen!!

Hello!

I wanted to share a few things with the Pet Paradise powers that be.

I first discovered the resort when my wife and I moved to Charlotte, NC. We were living on the south end and I tried the Mooresville location in the beginning of 2021. That team did not disappoint and it was certainly worth the 40 minute drive (until we later relocated to Mooresville). The team was so amazing to our 2 dogs Bert and Zoey. Every time we walked in the door, everyone knew them right away. The process of checking in and out was always seamless. Our pups truly looked forward to going there and I think it’s safe to say they knew where they were the second we pulled into the parking lot. It was very obvious thru every experience that it is a well run location with a very loyal and dedicated staff. The most memorable experience was when we had an unexpected death in the family and our turnaround time to make our flight to NJ was pretty tight. Mooresville is a busy location and I was worried they wouldn’t be able to take our dogs. The customer service rep I talked to put me on hold while she called the resort who gave the response “we will MAKE room for them”. I just cannot say enough about this team.

Summer of 2022 we ended up moving again to Pooler, GA. We were so upset that there wasn’t going to be a resort location nearby. We have been using another camp since our move….Until now!! Insert Pet Paradise Hilton Head Island, SC!! Our pups just came home from their first weekend at this location. The best part??? We found out multiple people came from Mooresville to open HHI. I’m pretty sure it was Alexis who checked us in who immediately told us she knew our dogs from NC. As soon as we got into the car to leave I told my wife how relieved I was that there were people from Mooresville watching our babies. They have another trip planned for April and because I will be working on the island starting in June, Bert will be coming for day camp. SO SO SO HAPPY that Bert and Zoey have their second home back! Y'all win for this one!

Please make sure this email make it to BOTH teams 🩵

Sincerely Dawn Gibson and...