Wag Hotels - DFW — Local services in Irving

By far the worst experience we have ever had as far as customer service, knolage and care goes. I'm just going to start out by saying if you're thinking about taking your fur babies here while you're on vacation you may want to rethink that scenario. We dropped our three babies off there August 12th 2015. They were going to have a 10 day stay there and we all were nervous about leaving them with strangers for that long. I start out by giving you a brief background of our situation so you can fully understand how devastating this was to us. We are not originally from Texas we are from the state of Maine. We moved to Texas about 2 years ago therefore traveling back and forth is almost a must in order to visit family back home. Our first couple of visits we took our dogs with us on the airplane. This time was different we were staying a little longer then we did the last times in order to take care of some personal business and to attend a wedding. We researched different pet resorts in hotels throughout the Metroplex and we shows paradise for paws My fiance booked their condo at this resort and got a quoted price of $825 410 days with the new customer discount and the Multi dog discount. After being nervous and scared of dropping our 3 little precious members of our family off for 10 days with confusion in their eyes. We were told by the staff there that there was no need to worry about a thing they were in good hands there that did make us feel a little better. We were given a card where we should have been able to view them via webcam that never did work. We were promised photos out of our babies throughout the week that never happened either. We called to check on them every night to make sure everything was okay. We dropped our three babies off with their own diaper bag full of toys, bones, blankets and puppy pads and a brand new bag of their dog food that they like to eat. They know when we would be flying back in and they knew we would be in late to get them when we showed up all of their belongings were waiting for us at the front desk. When they brought our babies out to us they were dripping wet in urine and feces. The ignorant woman that greeted us at the door is the same woman that handed us our babies and filled a garbage bag full of their pissy toys and blankets. So I told my fiance that I would just go up and pay and will get out of there I was so upset. In the front desk girl was not fully trained on anything it didn't even act like she worked there she did not have a clue how to run the computer system write up invoices or anything it blew my mind that someone could operate a business like this. I asked her how much we owe them she came up with a price of $1,150.00. I said no that must be wrong because my fiance told me it was going to be close to $825. The lady at the desk said nope and I said can you double check. Then she said I'll print you out a receipt. I said can you print me out an itemized statement of each day. She did and I added up everyday. So I said alright and I swiped my credit card. A couple of days later I contacted one of the managers at that facility and she was able to contact me to Corporat. At that point is when I learned that there was a special code that needed to be entered into the computer to give us the first time customer discount. All I could say was WOW what an unorganized mess you guys have going on in Dallas. She gave me a refund of 275. And that brought the price down to where it should have been in the first place. After dealing with the ignorant mess at the Dallas location we came home to 3 sick dogs. We ended up having to take them to the vet they were dehydrated in very sick it didn't appear that they have eaten since they left home. There a bag of dog food was still full but we didn't come back with any of their bones not quite sure why that is but that's another story. After about 3 days of throwing up all over the place we took them to the vet and I contacted paradise for paws to get a hold of their feeding chart for the week. The vet gave us some...

This place has gone way down hill since it switched ownership from Paradise 4 Paws to Wag Hotels. I made a reservation back in March at the then Paradise 4 Paws, which my dog has stayed at a few times with no issue. I received an email once they changed ownership, and I soon after called to ensure my dog could still be given her medication and was told that as long as it was given orally all would be okay, and that there were no other changes in the transition.

Fast forward to when I dropped my dog off this past weekend, and I reviewed the medication and feeding schedule with the front desk. I had already put all this into the Paradise 4 Paws website, but apparently it doesn’t talk to the Wag app. All was good, but I was told that I would be charged $15 extra a day for my dog to be in the play group. Previously, P4P did not charge for this. I asked if the fee could be waived since I booked under the old ownership and was told she would ask the manager. After I went through TSA, I got a call from the front desk and was told they would honor the play group with no fee as that is how I booked it. I was appreciative and thought all was good until…

I received a phone call from Wag right before the fireworks show at Disney World. I almost had a heart attack thinking something was wrong with my baby. No, it was the lead asking for me to review my pets meds with her. She even asked what my dog’s bag looked like. ???? It literally has her name on it and they should have already given her lunch with her pill. Anyway, she continued on to say that they don’t watch dogs who have seizures, and that the front desk lady didn’t do her job correctly. As such, they were going to watch my dog since she was already there, but that there may be an upcharge and that I shouldn’t have prep-wrapped her pills. I was so taken aback and upset. I literally called in advance and asked about the pills after the ownership change. She’s previously stayed and her meds were listed in the system and I always pre-wrap her pills to make it easy for the staff, never been an issue. The front desk lady knew what meds my dog was taking and also saw that they were pre-wrapped and it was not addressed at that time. She further let me know that due to my dog’s meds, she would be pulled from group play. I asked her to have the manager call me the next day.

The next day I’m trying to enjoy my vacation at Epcot, but cannot really enjoy myself because I’m worried about my dog. As I had not heard from the manager, I called the facility and left a voicemail. Hours later the manager calls me to discuss my pet’s medication. She was just as clueless as the lead who called me the day before. For the 3rd time I explain my pets medication. 1.) She takes Keppra for idiopathic epilepsy, but her seizures are mild. You probably wouldn’t even notice if she had one. The meds keep her in check. 2.) She takes Vetmedin for her degenerative heart disease. This does not mean she’s in heart failure. The doctor noticed a mild change to her heart and this medication is to slow down further changes. 3.) She takes Galliprant as an anti-inflammatory for her knee. All of these pills were pre-wrapped and put into smaller baggies that went along with the feeding schedule. I would never leave my dog at a boarding facility if I thought even for a minute she was at risk. If Wag hotels cannot watch a pet due to taking certain meds, they need to address it when the client books the stay. Not when they show up or after they drop their pet off. The manager advised me there would be no upcharge, and that she would move my dog to a room with a camera for me to keep tabs on her, since she wouldn’t be in group play, which was a nice gesture.

They literally caused me so much stress when I’m supposed to be on vacation. I felt so bad for leaving my dog in their incompetent care. Obviously my pet can’t stay there in the future due to her medication, but I wouldn’t leave her there anyway nor recommend this place to anyone.

Boo to Wag Hotels. Thanks for ruining my vacation. Get your...

I have very mixed feelings about Paradise 4 Paws. My dog has stayed there 4 different times. These are a few things I've experienced each time...

The webcams do not work very well at all. They are glitchy and you can barely tell which dog is yours.

The last time my dog stayed, we asked if they could give him a bath on his last day before we picked him up. During playtime with the other dogs, there's a pool for them to play in so he's come home smelling before so I wanted to prevent that. After a long flight, I was disappointmented to find they had not bathed him when I picked him up. Someone dropped the ball somewhere and either didn't put it in the system or they didn't check the system prior to the pick up.

When we dropped him off we waited 10-15 minutes before being helped (there was nobody else there). We called and made the reservation the day prior and for some reason they "couldn't find him in the system." So we waited another 10-15minutes while they tried to find him. We don't drop our dog off because we want to. It's because we are busy and have places to go and expect prompt service, especially when a reservation is made ahead of time.

Prior to dropping my dog off, I asked what the price would be for just one night and they said "$55 for the deluxe suite." We made them aware we'd be dropping him off around 5:30am and picking him up around noon the next day, which they said was no problem. When we went to pick him up the staff member said it was $110. I immediately became frustrated because nothing with this place has gone smooth since we started bringing our dog here. She mentioned there's an "early drop off charge" bla bla bla. I should have been informed of this ahead of time, during the time I made the reservation and verified the drop off and pick up times, where I was still told it would cost "$55." Granted, they did end up charging me the amount I was originally told due to the miscommunication on their end but they really need to get their service together.

The first time we brought him we received a report card making us aware of how his stay went but the 2nd, 3rd, and 4th time we received nothing. Not even a verbal explanation. They just gave me my dog and that was it.

I was also surprised to find a bag of food left over when we picked him up. We packed 3 bags of food (one for the morning we dropped him off, that afternoon, and then for the next morning before we picked him up). We asked if they've been fed yet when we dropped him off at 5:30am and the staff member said "no, they eat around 7am." So why were we left with an extra bag of food? They clearly forgot to feed him at some point.

People pay a lot of money to board their pets and the last thing we want is poor service. I feel the staff lacks training and a lot of their excuses falls on the "system." So if this is true, fix the system. Will I say I'd never bring my dog back? No. The location is convenient and the staff is friendly. They just lack service. This can be fixed and I highly recommend someone from a corporate level becoming involved to better the service all around. This place will lose business due to the staff's miscommunication and unorganization. If I do decide to bring my dog back, I hope to see a drastic change in the service.

Also, I think it would be a great idea to offer coupons or some sort of incentive for frequent customers. I know they do a "first time" discount but like I said, boarding is expensive as it is and it would be nice to be offered something in return for all the money spent. Whether it be a free bath after the 3rd stay or a discount after so many stays.... just something to look forward to as a frequent customer.

I hope this review and my suggestions are taken into...