ComplaintsforAdogo Pet Hotel

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked boarding at the *** location starting on December 31, 2022. I confirmed with the staff that a 5am drop-off would be no issue, so that I could catch a 7am flight. I paid a deposit of $109.06 on December 10th via credit card. When I arrived on December 31st at 5am as I previously coordinated, not only was there no one available to check-in my dog - there was literally no one onsite! The dogs that were boarded were locked in the building with no staff (no cars, no lights on, no one answering phones) in the building. What would happen if a pet had an emergency in the middle of the night? What if the building was broken into or started on fire?On top of this, they have no returned my phone calls or emails. They also have not refunded my deposit even though my dog was not able to be boarded at their facility.

  Customer response

  02/16/2023

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

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates: June 3-5, 2022.We booked our dog for a stay at Adogo Hotel Minnetonka for a two night stay. After picking her up the night of the 5th, we noticed that there were two baggies left of her food, meaning two of her meals were skipped during her stay.24 hours later, our dog got very sick overnight and couldn't control herself. There was diarrhea all over the first floor of our home. We took her to our vet and they started doing testing, eventually blood work and X-rays. She was diagnosed with a severe case of gastroenteritis and put on two different medicines, along with special food. Weeks later she is still on both and her stools are still soft.When I called to talk to the manager, Adogo admitted to me that our dog was housed next to two others, brother and sister that were both sick over the weekend. They said those dogs were throwing up and had diarrhea. I asked if an attempt was made to move our dog and they said no. When I asked about the missed meals, they couldn't account for those either.We're very concerned for other dogs owners. We've had a good relationship through the years of staying there and having our dog get haircuts there, but we can't trust Adogo again.In closing, it cost us $144 for the weekend stay, and no offer to return that money has been made. Bottom line, they didn't feed our dog and they neglected her.Our medical bills are up to almost $800 and it's all because of their careless act. I can provide receipts from the vet if desired.I have reached out to the **** *************************. He did call once and we missed each other. He has not responded to my other attempts since.Again, we've been happy with the service up until this visit. We just want to make sure other pet owners don't have to go through this with their dog.Thank you.

*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. ↩