Wag Hotels - San Francisco

Dogs returning with urine smell/stains on fur

“Our white haired dog, who is only 8lbs, was soaked in dog urine so bad her hair is stained”

Dogs not fed or underfed during stays

“She didn't get fed or given the treats in the 48 hours she was there”

Kennel cough outbreaks

“Dog came back home with severe kennel cough -- had to rush to ER two nights back to back”

Dogs left for extended periods without walks (12+ hours)

“my dog was only taken out around 5:30am and 6pm. Over 12 hours”

Camera systems not working/not accessible

“The camera that I paid for in the junior suite worked 25% of his stay”

Dogs returned injured/scratches

“My dog was returned with scratch marks all over her hind legs”

Billing discrepancies and unexpected charges

“I had been charged an extra $215 for special care that I didn't request”

Communication failures - no call backs, not following up(45 mentions)

“I called six separate times over the last three weeks and was told on three different occasions they'd refund the difference as well as send an email verifying. There was no direct number and I often wait on hold for 5-15 minutes. I've left my number four times and have only gotten called back a single time”

Dogs coming back smelling of urine/soiled(32 mentions)

“When I picked my puppy up and got him home, his whole body smelled like urine. I've had to wash him twice since I picked him up, trying to get that smell out of his fur”

Camera access issues(24 mentions)

“The cameras unfortunately don't cover the play area where my dog goes. I called twice about it and was told that this would be addressed, but so far nothing has changed”

Feeding issues - wrong food, not fed, extra food returned(26 mentions)

“We always send her with just enough food plus one meal and have been given back at least 2 meals more than we should have. We are hoping that they didn't forget to feed her and fed her hotel food”

Staff being rude or unhelpful(18 mentions)

“The person working at the front desk during check in said she didn't want to be there. Not what I want to hear when I'm dropping off my two 14-year-old dogs”