Business ProfileforGrand Pet Hotel LLC

Unprofessional and dishonest. We have an aggressive (with other dogs) rescue dog that we must board for a Christmas trip. We made 2 advance trips to this facility, got the tour (twice), were told they could handle aggressive dogs and keep them separate (also mentioned in their web site). We did our paperwork (accurately describing her behavior), sent in vaccination records, and gave a $100 nonrefundable deposit. We also agreed to bring the dog for an initial 4 hour short stay, and then later an overnight, to get her acclimated before a long stay. On the day of the first 4- hour visit the staff was completely different from the people on the earlier tours. A new person immediately asked "Is she aggressive?" and when I said 'Yes - with other dogs" the person announced, "We are not taking those dogs anymore." I went inside and tried to explain that we had been there 2 days earlier and made all of the arrangements, and I was told "its a new policy" - we are not taking aggressive dogs". I asked "why wasn't I told that?" and they said "It's a new policy - we had an accident this week". I then asked "why didn't you call me? I had an appointment for today" and the answer was, "well we should have". I asked for the name of the owner - they refused, saying "we can't give out that information" ( although they give out cards with her name on it and it's on the website). I asked about my $100 deposit and they said, "oh, you will get that back - but not sure when or how." When my wife called she was treated rudely and the person falsely claimed "we couldn't get near the dog to do an assessment". That just wasn't true - nobody asked to to spend any time with the dog and no professional would do an "assessment" of an animal in a lobby with people walking in and out. These people don't communicate with each other or with customers. They have a right to decide what dogs they want but should tell their customers before taking their time, money and paperwork.