PetSuites Newport News — Local services in Poquoson

Was told that for an additional 18 dollars a day my dog would get individual play time. He's not fixed, which means he couldn't have group play, which is fine. However, booked an 8 day stay, and ended up getting back early, so I went to get him on day 6, as soon as I got back. The entirety of my trip, I attempted to catch him on the dog cam, despite looking throughout the day and night, I never once saw my dog. Never received any Pawgress/photo updates either. When I picked him up the bag of food, treats, toys, and blanket were in the exact same spot they had been packed in when I dropped him off. I got him home, realized his paws were covered in dried up urine, and he had dried up poop all around his butt area. He had a diarrhea accident the first day, and then again today, which is unlike him. He never gets diarrhea even from shots, so it makes me wonder how he was really treated there. Then, to make matters worse, I called them, asked for a manger. All she did was talk over me, and attempted to make excuses, instead of actually listening to my concerns. Then the final straw was her saying "I don't know what to tell you," when I addressed the urine covered paws, and the dried up poop on his butt. My dog is normally very loving, and came home uncomfortable and distant which isn't his personality at all. I would NEVER RECOMMEND this place, and my dog will NEVER be back at this establishment. Completely unacceptable and unprofessional!!!!! UPDATE: I brought my dog to the vet today and he ended up needing a shot, and a prescription to stop his GI viral infection.(My dog was in perfect health prior to bringing him here.)The vet informed me that they get alot of dogs for kennel cough, from this place. The vet also informed me I could take the records back to Petsuites to show them, and that they are liable for reimbursement. This vet bill for today was $234.77. When I brought up how I had logged into all of their 6 webcams at least 10 times each day, and never saw my dog once, nor a Pawgress report, the girl at the front desk attempted to excuse this away. She claimed that they are "understaffed." Not at All thrilled with this establishment, or how they run...

I had been in communication with the team a month prior as I was traveling out of town and wanted to ensure my dog would not be placed in a crate or kennel and wanted to check the facility out before finalizing the booking. At no point did I agree to any upgrades, but upon arrival, I was told he was going to be in a “townhome”, a larger kennel, and that he would remain there for a few hours until his evaluation was completed. This was not communicated to me ahead of time, which made me feel uneasy as my dog does not do well in crates. I was informed he would receive two individual 20-minute play sessions, but despite checking the cameras very frequently, I never observed him in the individual play yard. After passing his evaluation, he was placed in group play, which I was able to view for about an hour. However, after that, I did not see him on the cameras for over two hours. When I reached out for an update, I was told he was doing well, though I still didn’t see him. At one point, we considered picking him up early, but we were told he needed more time to complete the evaluation- which was confusing, given he was already participating in group play. Ultimately, we returned to pick him up after five hours. When we arrived, the staff initially brought out the wrong dog. While I understand mix-ups can happen, it was concerning. They then located my dog and said he had been asleep under a play structure. This made me wonder if he had been overwhelmed and would have been better off resting in his individual space that we paid for and that staff did not account for where he was. Unfortunately, this experience left us unsettled, and we do not...

Every time I think of this place I get so angry. We’re never bringing our dogs here again.

I have two dogs, one black and white and one almost completely white - they were both supposedly staying in the same room. I asked to look around or at least see their room, and they said no - I thought that was bizarre.

The black and white dog did fine, to my understanding, and she came back to me clean-ish. She has white feet/legs and she came back to me with white feet/legs.

The white dog was nervous (as reported to me by the staff) which I somewhat expected, but when we picked her up her legs and lower body were YELLOW. Like she was sitting in her own pee for days and no one bothered to clean her up or wipe her off.

I honestly couldn’t believe it and the only reason I didn’t lose it in the store is because that wouldn’t have changed the fact she was scared AND possibly sitting in her own pee for days. I also didn’t want to freak out my already nervous (and pee covered) dog. I can’t believe no one bothered to clean her up or give her a little bath or something.

I paid hundreds of dollars and I regret spending every fraction of a cent at a place where they can’t even keep the dogs clean. Every other place I’ve ever taken a dog has returned them to me in their original color 🙄 My poor dog is the one that had to suffer the consequences here and that’s unacceptable.

I have a lot of other issues with this place too but the pee thing is the main one, and if I continued to type this would end up an...