Paws & Play Pet Resort and Training Center — Local services in Town of Eastchester

FACTS:

Our 7-month-old beaglier stayed at Paws & Play for 3 nights in the beginning of October 2021. We chose for her the "Puppy Package (Under 1yr)" which is advertised as containing:

" 2 activity or pampering sessions 3 extra business walks A gourmet treat Bedtime tuck-in "

The total charge for her stay came to $300+.

Since this was the very first time our puppy was separated from us my wife and I very much wanted to take a tour of the premises and facilities before committing to Jasmine's stay. We were strictly refused (the reason given - "COVID-19 regulations”) and referred to the virtual tour on P&P's website.

Citing "COVID-19 regulations” again, P&P refused to accept Jasmine’s bed and toys and promised they will “provide their own”.

They did accept our dog’s dry food (a lot more provided than needed for 3 days), treats and dental chews.

All the communication and business with P&P was done only on the phone and in front of the entrance door of the business in Tuckahoe, NY.

After some hesitation, we decided to go ahead, based on the professional staff phone demeanor, the overall positive online reviews and the virtual tour which shows enticing aspects of bourgeois luxury awaiting the canine customer.

(One thing that confused and worried me was the remark from an employee on the phone that after 9:30pm there is not a single person on the premises - the exact words given as explanation were ”we have found out that the dogs feel calmer that way.")

We picked up our dog on a Sunday afternoon (October 3, 2021). The puppy was returned but the remainder of the supplies we left (about $40 worth) was not.

Upon arrival at home we had to immediately give the dog a bath because she smelled of urine and her fur was full of brown flakes that smelled like excrement.

COMMENTS

The comment section of this review can best be completed as a series of questions - which I am confident will remain without answers.

What kind of business is really Pets & Paws?

What is happening inside that the owner/management don't want you to see under the pretext of "COVID measures" at a time when every business in New York is open and some don't even require masks for customer entry?

Does P&P run a sideline business of resale of food and dog supplies it "forgot" to return to clients?

What is P&P plan of handling a health emergency that a dog under their care has in the middle of the night, given the absence of humans on the premises?

How minuscule are the private spaces that dogs sleep in so that a well potty-trained puppy as ours comes home covered in urine and feces?

Could it be that the photographs and virtual tour online are completely fake and that dogs actually sleep in carton boxes picked up from the trash of a nearby CVS?

Based on the questions without answers above we will never again use Pets & Paws again.

A bonus question:

What is a “business walk” - based on the copy in her “puppy package” our dog must have gotten at least 6 of those? Are dogs introduced to basic principles of accounting and multi-tier marketing?

UPDATE: Two days after I posted this review (on Facebook, Yelp and here) a manager from "Paws & Play" called me to talk about my bad experience.

She swore to me that the virtual walk-around tour on the website shows their actual premises indeed and that they have nothing to hide; the sole reason for people not admitted in having been COVID precautions.

She apologized profusely for my dog smelling of urine and having traces of feces upon pick-up. She said something to the effect that this is “highly unusual” and that if an accident of the sort happens - the staff bathe the dog in question; thus, in her words—in my dog’s case that must have happened immediately before pick-up. (Note: nobody said anything at pick-up.)

Th manager (she introduced herself as Michelle, if I am not mistaken) didn’t mention the missing/unreturned supplies and I didn’t bring that up. She expressed hope that we “will give "Paws & Play" a second chance.”

I replied:...

My family and I have moved quite a few times with Milo, our 3 year old lab mix. She's probably been to a dozen daycare facilities and is very social. Paws and Play is the ultimate pet facility. We're two years in and very happy with what they offer and how they offer it.

Of course for the dog it's about a safe, fun, entertaining day of play. Or for boarding, as we do occasionally, it's about feeling "home away from home". She is happy, healthy, and spirited every time she comes home. We know the staff takes great care of her and they always tell us about what she's been up to and who she likes to play with. But there's more to it than just what they do for your dog. As Milo's owners, we want to feel like she is well cared for and entertained all day long. We also want to feel like it's a good value and a manageable routine for everybody in the family. And they've never let us down.

Paws and Play is fastidious about how they integrate all the dogs. With several handlers on site at all times and multiple areas for play (indoor & outdoor), they find a rhythm in each day to make sure the dogs are playing well. When we first walked into Paws and Play, we were given a tour and explanation of how they "onboard" the dog. The place is state-of-the-art but also really smart. There are appropriate toys and ample water and rest opportunities. If you stand in the lobby around 6pm on weekdays, you can see first-hand how happy all the dogs are that come prancing out from the play area.

We recommend Paws and Play to anyone interested in regular daycare or boarding, occasional daycare or boarding, or anything in between. They deliver on their promise and will impress you with their handling skills and facility. We love the report cards Milo gets, the pictures with Santa and other fun festivities, and all the photos online that show our dog in action. But, at the end of the day, what's really important is the human interaction at drop off and pick-up so that we can understand our dog, her behavior, and what works well and less well. Paws and Play is transparent, communicative, and forthcoming about if Milo has a tired/bad day. We trust them, appreciate the sincerity with which they care for our dog, and we have no idea what we'd do without them.

Do your dog a favor and let him try it out! Ask for a tour and see...

Paws & Play is a great place to bring your pet. My dog Milo, who was a puggle with LOTS of energy absolutely had the time of his life every day he went to daycare. In fact, he learned the word "friends" & would always get so happy any time I told him he was going to see his friends. At first I was nervous to bring him because of how energetic he was & as any dog mom would feel, I wanted my pup to have the best day ever. What's funny is that during his first week of going, we got a call saying that they had to move him to the "big dog area." Now, Milo was a 40 pound energetic & loving puggle so I was confused as to why, but he played better with the bigger dogs. Plus they loved him too! He was always being chased around or better yet, sleeping on what I liked to call his 'throne' with his pals.

The workers of Paws & Play are also amazing people. They are so kind & generous, you can't help but smile when you see them. They also LOVED Milo & even taught him some new tricks that he would show off at home. Unfortunately, we lost Milo this year & it had been truly "ruff." Matt & his workers at Paws & Play were nothing but supportive & comforting. They felt the pain that we felt. Daycare was Milo's own kingdom. He literally had the most fun with his friends whether he was there for the day or overnight. If he was happy, then I was happy. So if you are thinking of sending your dog to Paws & Play, do it. You dog with love it & create his/her own family to share with you at the end of any day they walk through those doors.

Thank you Matt & the team at Paws & Play for an amazing experience with Milo. You taught him so much & helped him be the most loving & best dog he can be. I am sure he is there with you every day running around & of course doing what he did best, smiling from ear to ear. He will always be...