Wag Hotels - West Sacramento — Local services in West Sacramento

Horrible experience, as always. For this last visit, I am going to blame myself for giving Wag Hotel another chance thinking they might actually change or care about my dogs, but their actions proved otherwise.

In February 2024 I boarded my two dogs (Boston Terrier and Frenchie) from Friday afternoon to Sunday evening. My only request was to keep them together should one be pulled from their “All Day Play” program and they assured me this was a reasonable request, nothing they couldn’t handle. I purchased the expensive suite (a bit over $600) with webcam access 24/7 as advertised but the cameras didn’t work after 6pm. I did watch them play in the medium sized dog All Day Play group and noticed a few times they would pull my Frenchie and put her into the suite alone as punishment. They did this several times and I called them several times and asked them to keep my dogs together. I was slightly unhappy, but I felt they were being cared for appropriately, I wasn’t too upset, people make mistakes. They continued to make the same mistake every day my dogs were there, and this resulted in multiple calls from me requesting they not separate my dogs. In addition to the continuous separation, I called in and asked to purchase one of the dog toys from the lobby, “one strong toy they can tug on, nothing plush.” The staff there felt it was okay to charge multiple toys to my credit card (1 tough toy and 2 plush toys) which I discovered upon picking them up on Sunday. This infuriated me and I did reach out to a manager, and she fixed the issue and reversed the extra charges on my card, and they said they valued my business and hoped to see me back.

The reason my dogs need to stay together is because my Frenchie has Inflammatory Bowel Disease and every time she passed stool for the first year of her life it contained copious amounts of blood. I discovered that my Frenchie doesn’t do well alone, it stresses her out. Stress causes the release of cortisol which causes inflammation, which in turn causes her to pass blood in her stool. I adopted my Boston Terrier, so she had a companion, and she really started to heal when he was introduced into our family because she wasn’t alone when I was gone at work. She has not passed bloody stool for almost a year now, with the exception of her few visits to Wag Hotel when they purposely isolated her for whatever reason.

I had to travel to LA for the weekend in August 2024 and decided to give Wag Hotel another chance. This time I ordered a slightly smaller suite with 24/7 webcam access (which worked this time) and signed them up for All Day Play with one instruction, to keep my dogs together no matter what. When I dropped them off I triple checked they had this note in their system, and they again confirmed they did, and they would honor my wishes. On Saturday, they pulled my Frenchie from All Day Play around 11am and I had my mother call them to request they fix the issue. My mother said they apologized, confirmed the note to keep them together was in the system and returned my Frenchie to All Day Play around 1150am. Then again at 220pm they pulled my Frenchie and put her in the room alone. I called Wag Hotel and was very upset and I couldn’t help but cry on the phone. They kept assuring me this was just a communication issue on their part, and they would fix it. Then, on Sunday they isolated my Frenchie AGAIN for the 3rd time, that I know of, and I called AGAIN very upset and crying. I told them about her health problems and that I couldn’t enjoy my weekend out of town anymore because I can’t trust them with my dogs and have to be constantly monitoring them. Thankfully, my mother decided to drive 1.5 hours to West Sacramento to pick them up for me because the care provided by Wag Hotel was inexcusable. It’s okay to make a mistake, but to make the same mistake over and over again, time after time, proves a lack of...

Our boarding experience at Wag Hotels in West Sacramento was a disappointment. We booked the large deluxe suite for our two dogs. The employee explained their no outside bedding policy and assured me two beds would be in their suite. We also requested all-day play as part of their package. We dropped them off at 12:45pm on Friday and confirmed they'd be in all-day play as part of their package. I checked the all-day play camera at 2pm and they weren't there. They were in their suite. There was also only one bed in the suite. I called and was told since we dropped them off afternoon they couldn't go to all-day play even though it was part of their package. A 2-year-old and 3-year-old dog who had never been boarded, stuck inside a kennel from 12:45pm until the next day is unacceptable, ridiculous, & stupid. After making a fuss, I was told they would get an afternoon stroll and a one-hour playgroup. I also told the employee they needed a second bed inside their suite. I checked their suite camera at 7:15pm. The second bed wasn't there. I called several times and got no answer. When someone finally answered, I asked about the second bed. I stayed on hold for 23 minutes. When the employee returned, she said they were out of beds. I asked if she was serious and she was. How does a boarding business that doesn't allow outside bedding run out of beds? Again, I made a fuss. The employee put me on hold again. When the employee returned, she told me her "lead" would put a bed inside the suite. I checked around 9:30pm, and it was finally there. God only knows where it came from. The next day, I checked the all-day play camera at 11:30am. My dogs weren't there; again, they were in their suite. I called and asked why they weren't in all-day play. I never got an explanation. Perhaps, whoever put them in the "stroll and one-hour playgroup" from the previous day changed the entire reservation. I said they needed to be in all-day play. The employee assured me they had been out of their suite that day for the stroll but would be taken to all-day play before the noon cut-off time.

We requested they be fed their meals separately since one of my dogs would eat both bowls of food if they were fed together and not supervised. We also asked for their meals to be given to them at only the 12pm and 7pm feeding times since that's their routine. Two employees told us they'd be put in separate rooms for both feeding times and wouldn't be fed at the 6am feeding. I brought their food in two large zip-lock storage bags labeled with their names and feeding instructions. Inside each of the large zip-lock bags were individual baggies with food for each of their meals. I checked their suite camera at 4:12am (Sunday morning) to see how they were sleeping. They were wide awake, eating from the two bowls inside their suite! Of course, I watched as our older dog ate all the food from her bowl, then walked over and went to town on the other bowl. First, why are they being fed at 4 in the morning when Wag's first feeding time is supposed to be 6 and we asked for them to be fed at noon and 7pm? Why are they eating together? I question what they were even eating because one of the feeding pans had way more food than what I packaged for them and one of them has been eating grass since we brought him home. I didn't bother to call since we were returning later that afternoon and knew it wouldn't make a difference. We expressed our concerns to the manager when we picked up our pets. She apologized profusely and made an accommodation on our final invoice. However, this is not about the money. It's about not getting the service they advertise.

Buyer beware. If you choose to board at Wags, get a suite with a camera so at least you can stay on top of what the staff is doing or not doing. Some of them are under-trained, lazy, incompetent, or...

I hesitated in leaving this because my dog was about 5 months and I know that can be hard, but since having a lot of other daycare and boarding I feel sure wag is just not up to par. It wasn’t fully explained to me over the phone that because he wasn’t yet fixed (at the time of boarding) he would be unable to play at all with other dogs. The interaction was a huge factor in my decision to board him. Once I I paid for for him to have walks and time with people I thought it was okay. However, I was really disappointed in their care. I was working a healthcare strike, so often that was 14-18 hour days and going to bed quite late. One night it was 2 am and because I paid for a “suite” I had a 24-7 camera. Around 1-2 am finally getting in my room (I am not a clinician I support the safety of staff during a strike however long that takes) I logged in to see he peed and pooped all over his “suite” and was barking relentlessly. I called the front desk three times, finally on the third letting them know I would not stop watching until his room was cleaned. The light was also on for who knows why that late. After the third call they cleaned it and turned out the lights so he would sleep. He was incredibly stressed and just not himself when I picked him up. I don’t think he got any attention for most of the day. I almost never wanted to board him again. Where I actually live in San Diego he has daycare days because he is a high energy breed where he just goes to play for the day. I had boarded him where I was working at the time. But I’ll never go to a wags again. The other boarding we use let him play until at least a year non-neutered. Although he was fixed before the year mark, I am a very responsible dog owner and was giving this larger breed time for his bones to grow. He comes home so happy. Being in an unclean kennel is just something I can’t look past. Especially when I was working those hours and trusting them while I couldn’t check. I would find a smaller business to support wherever you are or Rover, any Rover sitter I’ve used has been great.The three calls I made (over probably 30-45 minutes) are enough to tell me they don’t care what’s happening to your dog. If there weren’t cameras in his room who knows how long he would have been barking, with the lights on, and potty mess in there. I would guess until morning. What else are you doing at 2 am?? Compared to the care we have now (I leave him in San Diego for work trips now) I can’t believe what care he received there. My work trips are hard and long and worrying about my pets let alone a baby dog just isn’t something I want to add to my stress. Photo attached is off my computer of the video. Hard to tell but he is barking and crying. You can see he’s also ripped up his things because he was left alone so long. Again between 1-2 am. (Also reminder I paid quite a bit extra for the bigger room/camera and human engagement). Minimum if you have a puppy this is...