Mountain View Play and Stay

Rude manager customer service incident

“Upon arrival the next day the manager told me 'this was not what was communicated to you' - basically calling my husband and I liars, wouldn't take my dog for the day (because I was 13 minutes late, although within the window I was given the previous day), and said she was doing us a favor by 'accommodating' our dog.”

Poor communication about holiday closures/pickup restrictions

“The girl on the phone never told me... that since January 1st was a holiday that I couldn't pick up my pup and that he would be crated all day and for 2 nights.”

Unexpected charges and lack of transparency

“When we picked her up, we were charged $35 more than what we were supposed to pay, this is on top of the extra $15 you have to pay for a behavioral assessment. Charges were being added without our knowledge which doubled the cost of her stay.”

Reservation/policy inflexibility(2 mentions)

“You used to be able to drop off same day but now you have to make a reservation... Can you reserve online? No. Can I pay online? No. Can I pay now? No. Can I pay over the phone? No.”

Communication inconsistencies(2 mentions)

“Several times the staff gave us various times for drop off and, after calling to make sure, an employee said I had a window in which to drop off my dog.”

Puppy restrictions (must be neutered)

“Soooo if you have a puppy who can't be fixed yet until 2 years old, not a good fit. They will keep my puppy in a kennel except for potty breaks and no interaction with other dogs.”