Business ProfileforPetite Paws Pet Hotel, LLC

The owner (Lori) is EXTREMELY RUDE, doesn't take accountability for the shortfalls of her business, and the price you pay for boarding at this so called "pet hotel" is so not worth it. I've seen better looking boarding facilities and have had way better customer service experiences. This place does not scream pet hotel to me. Oh and by the way, my dog came back with kennel cough, and Lori completely denied that there was any chance that my dog got it from there.

Before posting this review, I tried to talk to Lori on two separate occasions about issues with my dogs' stay at Petite Paws last weekend. My first complaint was about not initially receiving the pictures of my dogs that I was promised. I was away for a week for some military training and sorely missed them. I was offered pictures when I called to check on them but didn't receive them until I wrote a short email reminder requesting the pictures be sent. Lori, not knowing any of the situation and not having communicated with Kiley, her office manager, jumped the gun to respond to my email with a four plus paragraph email explaining that her staff was busy and didn't have time to send pictures. In my email I asked about the Facebook page. I would've been willing just to check out the Facebook page for pictures. Her response was that she didn't want me to go looking on FB expecting to see pictures of my dogs because that's only for people who add on extra services...meaning pay extra money for services in addition to boarding. So my $300 plus dollars for boarding for 7 days wasn't enough to warrant a few pictures while my dogs were there?! ***. I responded to her email explaining my disgust with her customer service skills and pointed out that nowhere in the email did she acknowledge my concern nor apologize that it took so long for them to fulfill a promise that they made. She was only focused on explaining her rationale of what happened and why I didn't get what I was promised. On top of that, one of my dogs contracted kennel cough during her stay. I contacted Petite Paws and talked to Kiley. She communicated it to Lori per my request, but Lori call did not acknowledge my concern once again. 24 hours go by and no phone call from Lori, so I called and specifically requested for Lori to call me back. I expressed to her that I wasn't calling to play the blame game but to inform her for the safety of all the pets who were there and may have contracted it along with my dog. I also wanted to know why weren't they able to notice if another dog had kennel cough because it's a very distinct sound and is hard to miss....or was this a deliberate oversight? Hmmmmmm...When I did get a chance to talk to Lori she came up with excuse after excuse on how she didn't think it was kennel cough because the vet basically didn't go through the proper procedures to make the diagnosis. I guess Lori knows more than the vet..... Lori also tried to blame it on other places my dog had been.....like the vet. After she insulted my intelligence several times, I quickly realized that the conversation was going nowhere. I mean who doesn't know that one of the most common places to get kennel cough is during boarding. Yes, they can get it elsewhere but my dogs had been to the vet for less than 30 minutes to get shots and back home then to Petite Paws for boarding for 7 days and 6 nights. Come on Lori! What a stretch! I tried giving Lori constructive criticism and professional feedback...having worked large scale customer service operations my entire time career for one of the largest organizations in the country. I even recommended that she let Kiley handle the customer service part because she is so much better at it. However, Lori is in denial that she needs some training in that area. Needless to say, I will NOT be boarding my dogs there ever again.