ComplaintsforStarwood Pet Travel

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been nothing short of a disaster. I paid close to 8k for the premium service and have been left with one issue after another. Little communication on their part with me led to miscommunication regarding my dogs transport. I told them a specific hard date and they dropped the ball and did not schedule a plane to take my dogs until I reached out because I had no news on an itinerary. Luck I did because they did not schedule one and that led to my dogs leaving AFTER my hard date. This would have led to $50/day/dog boarding for an additional $300. I had to complain due to their mistake to get them to pay. Then I was told that my one dog would not be coming home and needed to be in quarantine for an extra 3 days on arrival. Then the AirTags and back pack full of dog toys were stolen by their associate. I say stolen because I had to confront them via text to ask where my stuff was as they didn't tell me before hand and only after I questioned where my stuff was it was stated that their associate **** has it! Not even done... When my other dog was delivered I was told Starwood would cover the $300 delivery for him and I would just pay the $50, no big deal, except that never happened and the delivery driver wasn't going to wait for his money so I paid another $325... Horrible and Unacceptable!!! Stolen Property and Robbed of more money- won't be using them ever again and I suggest anyone who does- go somewhere else!

  Business response

  02/13/2023

  Hello,
  
  We have already been in communication with this client and have agreed upon the below terms:
  1. We have refunded the $325 charges
  2. We have covered the cost of quarantine 
  3. We have replaced the AirTags and they have been mailed to her
  4. We have covered some of the boarding expenses in ******
  5. We have emailed her a $100 chewy gift card for new dog toys
  
  There seems to have been a misunderstanding regarding communication, the ****** health requirements, and items that are allowed to travel on a plane with animals. We have been in touch regularly via email, phone, and text for several months. Unfortunately, one of the pets failed the rabies titer blood test, which had an impact on the travel date and subsequent short quarantine period. We are required to comply with all of the pet import regulations for cats and dogs entering the ***************. 
  
  Both dogs have since been delivered safely home to their owner and are reportedly doing well.
  
  Please feel free to reach out if you require any additional information. 

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