PawHootz Pet Resort — Local services in Hurst

Edit:Owner tried to respond and say that I gave those instructions the day before, that's not true ...In fact,like a week after I made the appointment I called and gave the instructions to someone, because I couldn't see a way to ad them to my pet's portal. I have a ferret they said they could house for two days. I booked two or three weeks in advance and called a couple of times during that time to make sure my portal info was up to date and to give some specifics to the staff about care. Mostly, "If you see this, do this" kind of things. Like what to do about coughing, hiccups, and special food, but they sleep most of the day The staff seemed excited to care for her. Anyway, the morning before I was leaving for my trip I call one more time trying to talk to the person that would actually be checking on my pet. I get a call back form the ops manager and give her all the same information I've told other staff members. She read it all back to me and said we were good to go. This was at 2 or 3pm. At 5:45 pm (15 minutes before most pet hotels close )I get a call form the ops manager telling me they can't take my pet because, they're afraid they can't care for her properly.... I'm guessing since today was the first day the actual operations manager had heard my list of care instructions, they got cold feet and decided it wasn't worth the risk. I get it... however, this is 15 mins before close the day before I leave at 8 am, after I've been more than forthcoming about my ferret's care for weeks. The GM ends up calling me and tries to throw her Reservations manager under the bus saying "She should've told her about the reservation, because honestly they just don't have room due to construction" My thought was, as the GM you aren't aware of what reservations you have? I mean, I'd already paid a deposit, I had a portal profile, and I'd uploaded vet documents... I was on the books. I bring all this up, and she ends up offering to let my ferret stay at her house.. And for a minute I considered it because I didn't really have many options. She did tell me she had three dogs and that caused me to pause, and I started calling places like crazy. Keep in mind they called me at 5:45 so by now it's like 5:56... I have zero time. I get nothing, so I call her back saying that we'll take her up on her offer. I really didn't want to impose, plus I was worried about her dogs... Luckily, my family member says they can take time off work to watch her since my situation was so dire. (We literally had non-refundable tickets to a water park and non-refundable booking at a pretty expensive hotel)

I let her know she won't be needed. Thank her again for trying to right her company's wrong. (albeit in a away that would have been a liability for literally everyone.)

The next day I notice I haven't gotten any communication about the deposit refund I was promised so I call them. They issue the refund , but can't provide any kind of receipt. Instead they send me a page from my customer portal that says some stuff about a $120 credit, which was more than I paid. Nothing about my card or a refund. I try to tell them this and after going around in circles we finally realize they have no idea what the page they sent me looks like. I felt like I was crazy. "I just want a receipt from your company that says I was refunded the $60 and what card it was retuned to" Eventually the manager thinks to take a picture of the computer screen and texts it to me. The picture has the info I'm looking for.

SUMMARY ALL of this could've been avoided by the manager having knowledge of her own company's bookings. I almost lost $560 if it hadn't been for my family member, and if I hadn't called to double check everything the day before I would've left my pet in the care of people who, by the operation's manager's own admission, "Couldn't care for her properly" , If your pet requires extra care, unless you've talked to the manager DONT TRUST WHAT YOU'VE BEEN TOLD. They are highly unorganized and have poor...

This place was recommended by another boarding business who was unable to take anymore cats due to short staffing.

When I called to ask about availability they assured me they could accomadate. However, when they spoke about enrichment, an add on in price where they play with you cat and provide updates, they misrepresented as daily updates via text oe phone. Instead what you receive is an end of stay report card.

I stopped by the facility ahead of time to take a look at the cat room. Which is really a narrow office with computers and chairs and a bank four of 30 x 30 kennels. And a sink. It looked as if they stored stuffed in there. Other boarders I saw had dedicated cat rooms separate from where all the other cats are houses. The cats can hear barking from the nearby dogs and see dogs as they pass the cat room, when they’re let out of their crates for “exercise in the yard.” I wasn’t impressed but we had few options.

Our normal cat sitter moved out of state and I paid her $50 a day to stop by the house morning and evening and feed the cat. She often played with him and generally just cared about the cat sending me text photos and updates.

When I dropped off my cat, I provided them with all the vaccination paperwork and said to return the originals to bag I’d brought with kitty’s toys and comfort items. The representative assured me she would.

Twenty-four after dropping off my cat, I received no updates, so I called. They said enrichment doesn’t mean daily updates. I explained the lady who spoke to me must have misunderstood. And asked how kitty was doing. They said he wasn’t eating much and was shy.

The next day I called again. And received the exact same update.

I did not called again after that.

On day four I picked up my cat. It took awhile. One staff member, Wes, whose shirt says he is escort for the animals, miller about the front doing nothing particular. When my cat came out he was in the wrong carrier. They brough out his bed and toys in the bag I brought them in but I discovered later they had forgotten his banana catnip toy and his vaccine paperwork, all 14 page of it!

The total stay cost more than what I was paying my cat sitter previously.

When I called about the paperwork, they said they’d throw it away. I explained I told the woman who checked in to please keep the originals and that she had comfirmed. It wouldn’t be a problem.

Wes was very unhelpful. He conceeded they were short staffed.

At this point, I was unhappy. They were recommended after other boarders decline to accept my reservation because they too were short staffed. I apperciate their honesty but PawHootz did not disclose they were short staff, took my reservation and made a mess of things because they were short staffed.

The manager assured me this was not how they conducted business. And said she would personally call our vet and obtain new copies of kitty’s vet records and find our kitties missing banana toy. She also said she’d speak to her General Manager about a discount but didn’t actual discount the stay or offer a refund.

Sadly, that means I have to drive back out to PawHootzs on my day off to retrieve these items.

Wes was also super rude on the phone.

If you’re looking to board your cat here, I’d recommend a hard pass. The cat room isn’t designed for cats. It’s an after though. And the company out right misrepresented the services they offer and when confronted with poor service; I had to speak with the manager to get someone to focus on what had happened. And no offers to refund our...

I originally gave them 2 stars, due to their billing practices for boarding and grooming. Let's start off with the good stuff...their facilities are great!!! They are brand new and everything as far as the facilities go are incredible and get 10 stars out of 5! I think you will be hard pressed to find a place with better physical facilities. I've taken my dog there for boarding two different times and would say their staff is also very good and would receive 5 stars. Sometimes I get the feeling they have a little attitude, but it isn't bad. Now for the bad...their cost per dog (I have 3) is reasonable. You will find some places that are a bit more and some cheaper, but for the price per dog it is definitely reasonable. The problem is they charge like a hotel would. Most boarding places charge by the night, but Animal America charges by the "check out" time. So if you drop your dog off Monday at 4:30 and pick them up Tuesday at 1:00...you would be charged for 2 nights of boarding even though it was less than 24 hours total. Most boarding places would charge you 1 night for that same time span since they were only there 1 night. It might not be a big deal if you had 1 dog at $25, but with 3 dogs at $60+ a night total it does add up fast. The first time I boarded my dogs, I had them groomed as well. I asked for them to be shaved. When I picked them up, they weren't shaved. One still looked a bit shaggy and the inside of her ears looked as if they hadn't been touched...and I'm not one of those people that are real picky when it comes to the way my dogs are groomed. I just want them shaved so they don't get mats. I was very displeased with the grooming and it was rather expensive. I was very, very impressed when I went to their new facility and received a tour. I know the poor grooming could be corrected with me explaining what I would like, but the "hotel style" billing can not...so I will NOT be returning to this facility no matter how much I like it.

Update: I e-mailed the facility and they have changed their billing practices to where it isn't like a hotel and are also working to fix the grooming I received. I have changed my rating to 5 stars and I WILL be returning due to them listening to their customers and working to...