ComplaintsforPet Hotel Hadley

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pet Hotel failed to provide the services that they stated would be provided. When I arrived on February 10th, they said that my reservation was cancelled. They had had my dogs reservation starting on February 9th which was incorrect. I had made the reservation in October 2022. My reservation was reinstated after I disputed it. They allowed my dog to go with someone without checking with me. They were supposed to send daily pictures of my dog by email while I was gone for 3 weeks in the Middle East. I had to call constantly to check on my dog. They sent upsetting emails about information that vaccines were missing when they were current. They only sent two pictures the whole time that I was gone. I spoke with Dominic (mgr) who didnt follow through the majority of the time. I went there yesterday and they didnt notify me that my dog was not there. I requested that Dominic (mgr) call me today and he has yet to respond. I asked for my dogs things back and they refused. They caused emotional distress for me and my dog. They should not be in business!!

  Business response

  03/17/2023

  Good afternoon,

  Ms.************* had made a reservation in October for 2/9/23, our system automatically cancels a reservation if they are not checked in within 24 hours of the reservation. Even though the reservation was automatically cancelled we were still able to honor her reservation. Attached is the emails and forms that Ms.************* had filled out for her reservation. All corresponding information had listed 2/9/23 as check in. Our system also automatically sends an update of what vaccinations we had on file for their pet. At the time of booking we had not received any vaccinations, thus our email had stated that. We did receive the vaccines prior to her check in, but not at the time of booking. Upon pick up, her dog was in our grooming part of the facility and not in the boarding, Her dog was in our facility and under our supervision. Ms************* did have a friend stop by to visit, but not to take her dog. Her dog remained in our care for the entirety of the stay. Ms************* did call to inform us that she was picking up her dog a day early as her flight had landed earlier than expected. Upon the day of pick up, 2/27/23, Ms.************ was given her dog and then refused to pay her bill. The staff said that we cannot hand over the remainder of her pets belongings until the invoice was paid. Ms.************ did return on 2/28/23 and paid $315 of the $622 invoice. We returned all of her pets belongings at the time of her partial payment. She then assured us that she would return to the facility Friday 3/3/23 to pay the remainder of the invoice. On 3/3/23 we did refund her the partial payment of $315.

   

  If there is anything further that we can be of assistance with please let me know.

  Thank You,

   

  Dominic S****

  General Manager Pet Hotel Hadley

  413-586-5525

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