Complaints

This profile includes complaints for Wag Hotels, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Wag Hotels, Inc. has 4 locations, listed below.

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  Wag Hotels, Inc.

  1759 Enterprise Blvd West Sacramento, CA 95691-3457

• 

  Wag Hotels

  25 14th St San Francisco, CA 94103-4205

• 

  Wag Hotels

  39 4th St Oakland, CA 94607-4603

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  Wag Hotels

  1025 Hansen Way Redwood City, CA 94063-2624

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dogs have come here for years. Something has changed as other reviews have mentioned. I don't know if they aren't fully staffed, take on too many dogs or what the case is... my dogs boarded there for 9 days... I picked up my dog ****** who now has not only pneumonia, but an infected paw infection and no one seems to know anything! $1400 later at the vet and upper management seems to not care at all. Explain to me how no one notices this massive redness on my dogs paw, or lethargy which ended up being pneumonia???? That tells me two things as a customer: 1) they aren't watching your dogs carefully and 2) when things do happen they all say they don't show any notes and take no liability.. don't bring your dogs here. They have lost my loyalty as a customer after several years!!

  Business Response

  Date: 01/20/2025

  Dear Ms. *********************** you for reaching out and sharing your concerns. At Wag Hotels, we strive to provide a clean, safe, and welcoming environment for all our guests. We know that seeing ****** ****** is difficult, and we sincerely empathize with how challenging it can be when a pet isnt feeling their best. Your trust in us as pet care providers is *********, and we never take that responsibility lightly.

  
  Canine Cough and other airborne viruses that can turn into pneumonia can spread even in the most hygienic, well-ventilated facilities. Much like how children in daycare can catch colds despite precautions, dogs in social settings are at risk of exposure. While we enforce strict vaccination policies, the Bordetella vaccinesimilar to the flu shothelps reduce severity but does not provide complete immunity.

  
  Please know that we care deeply about every dog that comes through our doors, and its never easy to hear that a guest has gone home feeling ******.  While we are not obligated to cover medical expenses, we were more than happy to help ease the financial burden by providing a partial refund of (-$761.37). We truly hope this helps, and that ****** is on the mend and feeling better soon.

  
  Wishing you both comfort and ****** a speedy recovery!

  
  *******, General Manager ******
  Wag Hotels

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 04/07/2024 The amount paid initially: $400.00 What the business committed to offer? The business committed to offering my pet a nail trim and to caring for him without neglecting him over the course of three days. Including feeding, walks, and one on one play. What is the nature of the dispute?Animal Neglect: Dropped puppy off for three days with three days worth of food. I verbally and physically wrote down feeding instructions and had the instructions on the food package (one package of food per day). On the third day of his boarding, I picked up the puppy, and there were two days worth of food left over. The hotel fed the dog one day of food over three days. When I asked the front desk why, they said they misread the instructions and even admitted they felt they were underfeeding the dog but failed to investigate or call me when they noticed the dog was underfed. Since being underfed, my puppy now growls if we try to take his food. Additionally took our puppy two days to get used to a full portion of food without throwing up. Did the business try to resolve it? They pretended as if nothing happened initially and that it was my fault that they did not know how much to feed the puppy, despite me explaining both on paper and in person the feeding instructions. I asked for a full refund and was denied it.

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my dog at daycare on 3/21/23 at **************** wag hotel. I noticed she wasn't on the live camera all day. She was on the camera for the last hour of the day. When I came to pick her up I told the hotel that I noticed she wasn't on the camera and they stated that they were incredibly busy so the dogs are split up into several rooms. When I got home I noticed she had dried crusty fur by her ear. I looked and didn't see any marks. The next day my dog had a huge abscess on her jaw. I took her to the vet and they noted she had bite marks by her ear. She had to have surgery to get it drained costing me $1400. I called wag hotel to inform them of my dog getting bit at daycare. They claimed they didn't notice and had to review the footage. The following weekend (3/25) my dog started vomiting then pooping blood. I took her to the ** where she tested positive for parvo. I called wag hotel and informed them of this and they claimed they don't allow dogs in without their up to date shots. This is untrue because when I saw my dogs medical records she was 3 weeks overdue for her Bordetella shot. My dog had to be hospitalized for the day costing me 6k. I'm still paying $50 for each check up regarding my dogs drain tube. Last week the facility claimed they were still reviewing footage to see what dog bit my dog. This week I have had absolutely no response from them. I want to be fully compensated for my entire vet bills since this was directly this fault. My dog was bit under their care and I was not informed of this. And they put my dog and every dog in the hotel in danger by not following safety protocols of only allowing dogs that are up to date with their vaccines.

  Business Response

  Date: 04/27/2023

  Hi *****, we are truly sorry that ***** has become ill, and we understand how frustrating this can be for a pet parent.  As pet care providers we do everything within our power to provide a safe and healthy environment for our guests and offer industry-leading cleaning, and sanitation practices with the best cleaning agents available in the country.  If we did not, we would see an outpour of concern. We have not had any other guests show or report signs or symptoms of Parvo. We care immensely for our guests, however even with effective cleaning, and the protection of vaccines (like the flu vaccine, and covid vaccine) nothing can be 100%, and pets can still get sick. We understand going through this can be emotionally draining and are saddened by your assessment of our care. We appreciate that despite the circumstances, you answered our calls, and kept the lines of communication open with *****'s recovery. We continue to keep Minka in our thoughts and hope she is on the mend. 
   
  
  
  *******************************
  Manager of Customer Experience 

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occurred in June 23 2022. I picked my dogs up from Wags Hotel. We noticed one was sick (kennel cough) and the other one was out of it. When we got home we realized they were both sick and the other that was out of it was actually alot worse. I called to tell them about it and I got the run around. That it's like taking kids to day care if they were even sick. My issue isn't that they didn't feed them. My issue is that they were sick and nobody "knew". I wasn't called they weren't taken to the vet. I got them back smelling like pee. I have a vet bill for one dog. A video of another. I don't think they even let them out as much. I never saw them on the play cams. If you look on yelp there are more reviews like mine. I tried to dispute the transaction with my bank but it didn't go through. When I tried to resolve with them I just got the run around. If you look on yelp I'm not the only one with similar complaints. I think the place is dirty and they hired people that a don't know or b don't care.

  Business Response

  Date: 09/26/2022

  We spoke to **************** the following day on 8/28/2022. We provided her with a partial refund, as her experience was not reflective of the superior care and service, we provide. 

  Customer Answer

  Date: 09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:06/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2022 I dropped off my dog ****** to board at the wag hotel. On Monday June 13, 2022 I picked him up. When we got home he seemed a bit off. Later that evening I was petting him and noticed he had a large laceration on his neck that was bleeding slightly but had matted fur around it. I immediately called the wag hotel and left a message asking for a call back. I followed up this morning and spoke to an operator at the wag who indicated she was emailing the manager of the west sac location and said I should be receiving a call. I am also awaiting a vet appointment. My concern is that my dog was clearly neglected and injured and no one bothered to tell me a thing. It should also be noted that I pay extra money for what they call specialized care because Enzo **** allowed to be around other dogs. So another dog should not have been responsible for his injury. I would hate to think this type of neglect is happening to other dogs under the wag staffs care. I will not be using them again for boarding and will make sure to inform everyone I know to never utilize this business.