Five Points Pet Resort — Local services in Vass

Hate to get on here to leave a less than stellar review, but we did not have a 5-star experience here, unfortunately. We dropped off our pup off on Thursday evening for a weekend trip, I was told on the phone during the request for the reservation that I can book her a bath and a nail trim during her stay when we come in to drop her off. I did try to do that, but I was told that a bath and nail trim "may not happen" due to staffing. Which I understand, I told her that I hope she does get a bath and trim, but no biggie if not. We did get one of the upgraded packages for extra playtime/splash pad & late night potty breaks. As far as I know, those were all done and honored...We did get text updates while we were away and that was nice!

Fast forward to Sunday, my husband and I had just driven 5 hours to get home. I admit, I forgot pick-up hours at 5-points was from 4pm-6pm. I loaded up my 6 year old in the car and headed to pick up our dog. We got there at 3pm, a nice lady unlocked the door and I had seen the hours on the door and said I was sorry, I had thought that pick up was 3-6.TOTALLY my fault. My bad! I asked, since I'm here, can we just check out and take her home? We'd had a long day of driving and I just wanted to get home with our dog. She told me that I could take her early...for a $50 fee. I'm sorry...what?! I have to pay $50 to pick up my own dog an hour early?! That is a bit nuts! I drove all the way back home with my daughter in tears because we were going home dog-less. But I am not paying $50 extra on top of the stay for the weekend! We came back around 4:30pm to pick up our girl - A lady brought her bed and belongings out first.I noticed the big pillow cushion on her bed was flipped upside down...weird? I got it to the car and flipped it back over, realized it was DAMP from PEE. Ok - I get it, dogs have accidents - but our dog is potty trained, hasn't peed inside, let alone on her own bed. And why flip the cushion and try to cover it up? Just tell me, "I think she had an accident" OK - no problem. I don't get a good feeling at an establishment like this when I feel like things are being covered up. I also asked during checkout if she ended up getting a bath and nail trim during her stay and the lady casually said "Yep!" ..... Guess what? She didn't. They did spray her with some sort of "smell good" spray before bringing her out to us, I felt the dampness of it. It did smell great, but sorry, that's not a bath. And nails were not trimmed. I checked the receipt once I got home to make sure I didn't pay for these services, neither service was on the receipt. I am not the type to complain, but after sleeping on this and waking up still not feeling right about it, I felt it should be shared. We will be taking our pets...

I like to start out by saying we have been boarding our pets at Five Points Pet Resort since 2015. The facility is great, the best in the area, and our dogs love it there. But ever since the new management took over the Vass location they have made it very difficult to get day spa visits and have now changed their drop-off times that benefit their staff and inconvenience the customer. You can no longer drop your dog off at 7:30 AM in the morning, and if you want to, you’ll be charged $35/dog for early drop off in addition to the cost of boarding your animal. They expect working (dual especially) families who need to be at work by 9 AM to drop off their pets at 12 PM the day of or before the requested reservation date. This makes no sense because people have to be at work before 9 AM and come home from work after 4 PM. Now they are charging you for an additional day because they know as a working family you’ll have to bring your pet in the day before to meet this 12PM drop off time or be charged an additional fee for early drop-offs. They say this is because it gives their staff time to disinfect their kennels. This is fine and dandy, and we all want clean kennels for our loved ones, but the management should be accounting for kennel cleaning in their daily operations that do not inconvenience clients to drop off their pets early in the morning before they go off to work and without additional drop off fees per animal. I truly hope the owners Billy and Candace Brock reconsider their current policy for drop-off times and go back to how it use to be where we could drop-off our pets at 7:30 AM without additional fees or we’ll be looking for a new place to board...

Had a family emergency and trusted this facility to care for my dog in a time of need. Left her for 5 days, came back to her peeing blood in my car before I could even shut the car door. Not to mention she was COVERED in dry pee. I mean the hair on her entire underside from waist to chest was CAKED in dry pee like she'd been laying in it all day every day since I dropped her off. I immediately went back inside and said something to the front desk. The manager literally threw his hands up and said "it's normal for dogs to have accidents during boarding". He blew it (and me) off saying there was nothing in her "boarding log" that would indicate there was an issue during her stay. My dog NEVER has accidents and I mean NEVER. And, they claim to have taken her out 3+ times a day every day but marked on her report card she didn't potty during the midday outing. But she's having accidents between walks? Doesn't sound logical. Nothing was offered to be done to help me or my dog, just a recommendation to give my dog a cranberry supplement TO A DOG WHO IS PEEING BLOOD! The level of audacity from this place is astounding. It's a boarding facility for christ sake. You have ONE JOB; take care of the animals who are staying there! I expect to be able to pick up my dog in the condition she was left in and not be further inconvenienced to now spend the time, effort and money to fix what their neglect has caused. How this place has 5 stars reviews and has won so many best of the pines awards is beyond me. I know lots of people who board here and I can promise you, I will be changing their mind about trusting this facility...