Wag Hotels

The staff was very welcoming and professional. I'll echo what other people say about cameras (for individual rooms) not working or not getting the feed timely. I didn't get mine until it was almost time to pick up my dog. The "deluxe" room looked quite different than as advertised. It was more like a sterile hospital mini room. The playpen looked fine and I saw people watching while I was there.

My biggest issue is that my dog came back with a case of kennel cough the next day. So an irresponsible owner decided to take their sick dog to the hotel regardless. Now, let's assume the dog doesn't cough once while they're checking in, at some point later in the day someone must have heard it. It's pretty obvious when a dog is ill.

So they should have notified the owner, and isolated the dog as soon as feasible. For this last reason, I won't be taking my dog there anymore. I realize there's no such thing as a "bubble", and dogs can get sick anywhere; but I find it odd that it happened to be at a place that requires the highest standards in safety and health.

We love Wag hotels! The employees care about the dogs and the technology elements are wonderful. I do feel like a crazy dog mom when I check the cameras on vacation, but I love being able to watch the dogs play during the day.

This place is run by a completely incompetent team. I used to love bringing my dog here but never again, service has been on the decline. After boarding for 3 days and requesting a bath on the last day. I was given a dog that was dirtier than he was when checked in. How dare they try to charge me $72 for a service they didn't even do! AVOID. AVOID. AVOID.

This review is long overdue. I was not going to post, but I read other reviews and saw that my issue is a common problem. I picked up my dog from a weeklong visit back a few months ago. When I picked her up I noticed that she was squinting but thought perhaps she was just waking up. Once I got her home the squinting continued and obviously something was wrong with her.

I took her to an emergency vet which cost me $200, and they diagnosed her with a injured cornea. I immediately called and asked to speak to a manager and told him what happened. He said he would talk to staff and call me back but at the time he wanted to blame it on the groomers because she had gotten groomed just before my pick up. He never called me back.

I waited about four days and called again and got a different manager who talked my ear off about how much they loved my dog and knew her well because she's been coming there for five years. I had to return to the vet and spent more money and told him about this. He said perhaps they could refund some of that money and would get back to me. Never heard from him again either.

He also tried to blame it on the groomer. However in reading some of the other reviews I see that there is some sort of apparatus in the feeding area that is probably the likely culprit. My dog is a Shih Tzu mix and she's 10 years old. While her eyes do stick out, she's never injured her eyes before. I explained to both manager that she knows how to navigate her big eyes and something clearly unusual happened.

The second manager claimed they looked at film and saw nothing. Another odd thing happened on this visit- I was emailed a doggy report card the day before I picked her up. It had a pic of another dog and details of her great visit. Also, I had an appointment with a specific groomer that we always use. They switched groomers and didn't ask me.

It was obvious because my favorite groomer always puts bows on my dog and this one didn't. Clearly some confusion going on there. The place has definitely declined over the years and I will not board my dog there anymore. I think both managers are terrible for blaming the groomers. The groomers are the only reliable staff there and all have been great with my dog. Finally, they keep issuing these bogus report cards that are clearly filled with standard responses.

They always say my dog ate all of the food I sent. Lies! I always send extra and send wet and dry food. She picks at her kibble because she prefers wet only. There is no way she eats all of the kibble I send. They just aren't reliable and can't be trusted with a pet you love.

I love the Wag hotel! This is the only place I leave my dog, Mighty, when I got out of town. I trust them completely! In particular, a few weeks ago my dog had some medical issues during the time I was going out of town. He was on two oral medications and needed a bandage changed. I was nervous to put it in the hands of someone other than me. Lisa, at the front desk, was SO helpful with my dog's needs.

She spent so much time helping get the medications squared away and helping me feel comfortable with leaving with my dog even though he was having medical issues. Lisa was awesome and really helped me feel at ease! I'm so grateful to the Wag hotel for taking such good care of my little Mighty! Oh and Mighty gets great haircuts there too

They do a good job of managing social interactions between dogs in the play area and working with you if there are issues.

Has anyone noticed that when the reviews get updated to more stars it's because Wag refunded the money? I have had people PM me saying the same thing. I really hope that they do truly investigate and fix this but I doubt they will because I brought my dog here a couple of months ago and I'm still reading that there aren't cameras in rooms.

Wake up! If you reserve a room that is supposed to come with a camera, there should be a camera in there! How difficult is that? How can there not be "enough" cameras? The room is supposed to be equipped with it. And why does a deluxe suite not look like anything advertised on the website? It looks like a prison cell. Ask to see the rooms, all of them, before you take your dog here!

I don't hate Wag. The employees are so nice-well at least 3 of them are, but the owner needs to be accountable. Get in there and fix the place up so it looks like what you are selling on the website. That's all you need to do. Very simple.

The general manager called, sincerely apologized, refunded the stay and promised to investigate this location.

Wag Hotels in Redwood City was initially an awesome place for Luna to spend her days for day stays and all day play. This changed about a year ago however when despite being on a package deal, we started getting double charged for the stays. At first it was a couple times with multiple apologies to make sure the issue was fixed. Flash forward a year and it now became a constant and happened on a weekly and even daily basis.

Between new staff who we're not properly trained on checking for a package and a new system which has made wait times for check in and check out stretch to 20 min, this has been a constant issue for us to try and resolve. We have actually moved out of CA and are still getting charged for someone else's stays. The folks who take care of the dogs here really care for them and the quality of the care is great, but the administrative hassle and time drain it takes for the privilege is just not worth it. Find someplace else with a better accounting system so you don't spend days trying to rectify overcharge issues.

This is the second review that I have made about this business and they certainly turned around my thoughts about them. After my older dog's difficult stay, Juan and Paul did a thorough investigation to make it right. They regained my trust to the point where I would go back to them. They really do care. They gave pledged to make communication better and I believe them. Give them a chance. I will!

NOT GOOD FOR CATS. Had a reservation for the 'cat suite' at $68 a night. It's anything but a suite. They make it sound really good online, with their description. Plus the fact that it has a camera so we could check in on our little guy is really what sold me. I was going out of town for 10 days and wanted to make sure our cat was going to be comfortable, so I decided to stop by Wag a few days before our trip to give us some peace of mind.

Oh man am I lucky that I did! Conditions are not good at all. Feels like the SPCA! Not that the SPCA is bad but Wag is promoting this like a 'spa' for cats. The suite is an old dog kennel turned into a cat room. They just added 1 cat tree and a camera. There is 1 small window which looks to the front desk / lobby. There is no natural light, no stimulation for the cats, nothing to do!

So miserable looking. Just a cat tree, food bowl, and a litter box. Would feel so guilty leaving my cat here for 10 days! The rest of the non-suites for cats are just small cages. The room is dim and the use it for storage of other supplies. I saw their trash cart with brooms and dustpans sitting in the room with the cats. Wag is a dog establishment, I should have known this. Im just glad I went a few days in advance so I was able to find a Plan B so my cat wouldnt have to stay here for 10days. Forgot to snap pics for Yelp, but If youre considering bringing your cat here, go check it out in person first!

Always have had a great experience at wag. The staff for me have always been amazing. I work long hours and they can accommodate early morning drop offs and late pick ups. This is a lifeline for me and allows me to have a dog during training who is my best friend and keeps me 100%. Thank you guys for everything you do, can't tell you how much I appreciate it. I know Charlie loves you guys too.

This place is amazing- mostly because of the staff. Danae at the front was incredibly kind and helpful. She went above and beyond for my puppies. She gave me ALOT of advice and she didn't really have to but I appreciate that she did. I will be coming back for my other new pup because of her specifically. Everyone I met- Liz, Bella, and Todd were all wonderful and welcoming. I definitely recommend bringing your pet here - especially for a grooming. They have a really good menu and reasonable prices plus you get 25% off the first groom.

They get 1 because you cannot go any lower! We have been trying to contact them for over an hour with no luck. Our dog was boarded today and we have not been able to see her since we dropped her off.they offer a video link with a Deluxe Suite which is a lie.do not believe what they say in their website. This was their reply: Redwood City Client Services (Wag Hotels) Apr 2, 2022, 9:22 PDT Good Morning, Unfortunately because of the busy weekend, we do not have any cameras available.

As soon as we have a camera open up, we will be able to send you a camera link. We apologize for any inconveniences but this is out of our control as we are completely booked and even overbooked due to spring break. So, as of now we do not have a camera in Domino's room, but you should be able to see them on the All Day Play camera.

Wag has been a wonderful place for my dog who struggles with separation anxiety. He loves coming here and it's his home away from home. The staff takes the time to get to know him. I know he is well taken care of when I drop him off and if helps me have the flexibility to get my errands done. They are open every day of the year and allow for early/late pickups with the packages.

Otherwise it costs an additional. My bichon frise poodle mix has also trained with Alexa several times and she has so much patience and helps guide you on things to practice. My dog loves training with her.

FIRST TIME REVIEW: Trying calling their number but kept getting their 800 customer service number. why isnt there a direct line to these hotels? so i can call before going! I live about 30 minutes away and to get here its kinda far. Anyways, i spoke to gentleman on the customer service line and he specifically said i can come anytime no appointment is needed to do a tour.

So i went to today and of course when i get there the gentleman said no one was here to give me the tour?! Okay why do they tell us to come anytime and if theres no one to help us! Please have a scheduler online to take care of this issue. not a good thing at all for a first time customer! Will update once i do the grand tour! Horrible! Ur gonna lose customers with this type of service!

TL:DR- Our labrador stayed at Wag for eight days, and ended up contracting a flesh-eating bacteria resulting in a leg amputation. We believe that the quality of health and safety at Wag has drastically decreased, and warn you away. This past September, our dog, Paige, stayed at Wag Hotels Redwood City while we were on a family vacation. On the 8th and final day of Paige's stay at Wag Hotels, Wag staff rushed her to a vet's office for what would later be diagnosed as necrotising fasciitis (commonly called flesh-eating bacteria) in her right, rear paw.

After three grueling days battling the infection, we were forced to amputate her leg. Only then did she finally turn the corner and begin to stabilize. The ordeal was excruciating for her, heart wrenching for us, and cost an insane amount of money. Paige had visited Wag many, many times; between 2014 and 2018 she enjoyed All Day Play over 340 times and never had a problem.

We were floored that this had happened at Wag and we tried to understand what had changed. To investigate, we collected all the complaints related to health and safety that were posted on Yelp and Google since Wag RWC opened. What we found was shocking: in the last 6 months of 2021, the number of complaints posted has increased so much that they received approximately the same number of complaints for the last half of 2021 as they had accumulated for all of 2014-2018.

We then calculated their rating on Yelp for the last 6 months of 2021: ~2.5 stars! The Director of Customer Experience informed us that Wag is aware of such quality issues. She claimed that increasing staffing after suffering through the pandemic is challenging. We understand things have been hard for all kinds of businesses, but we don't believe it is ethical to board more dogs than staffing safely permits. Wag has not taken any responsibility for Paige's illness. Don't risk your animal's health, your peace of mind, or your bank account. Please look for a safer, properly staffed alternative for boarding your pet.

UPDATED Based on my past experience, we decided to board our dog here. We used the app, and got through every step and the dog was successfully registered.or so we thought. We kept seeing "pending "on the app for our reservation, so my husband finally called to see what was going on. There is no way to reach the exact location: you get routed through a call center like a hotel.

When my husband finally got in touch with them, we were told that our dog would not be allowed to go to the play sessions because "he is intact. " when my husband inquired about what this meant, the reply was "oh, your dog will get to watch the play sessions, but they won't get to actually play." That is torture. We felt like we had been misled about the boarding process: we specifically wrote that the dog was an intact male, but there was no warning on the reservation site about not allowing intact male dogs at the play sessions. Had the reservation system told us that an intact male dog would not be allowed to have FreePlay, we would never have gone through with the reservation. We canceled. Avoid this place if your male dog is intact. The "no free play allowed" apparently only applies to intact males-intact females have no such restrictions.

Find somewhere else to board your dog. This was my second time boarding Dante as his regular sitter was unavailable. I noticed he was a bit more anxious the first time but this time was worse. They wanted to charge me quadruple what I was quoted at first. Turns out HE WAS LISTED WITH A ROOMMATE. A random dog. The lady kept insisting that I pay for both and Once she realized that This dog wasn't mine ( it took more convincing than it should have) she took my information and finally gave me my dog after a very drawn out process.

There was no other dog in the system by that name and breed but mine and to make matters worse, the same add ons were listed. I've never been more upset and there was nothing but a defensive attitude to make things worse. After reading some other concerning reviews, it's clear this place just wants to make money and doesn't see our pets as innocent individuals. Ps: I added extra walks but he smells of urine. A common theme on the less Favorable reviews.

DON'T CHECK IN YOUR DOG HERE, dog can get sick besides other things Checked in our frenchie, last friday for 5 days. All through out her stay NO UPDATE whatsoever was given to us after following up 3 TIMES while we were away. So much for not having to think about my dog since shes in a dog hotel. We paid for a bunch of add ons to be given to our pet but because there was no update, photos etc how would we know it was really given? Paul, the customer service manager called us the day we were picking up our dog telling us a bunch of excuses such as their app is not working properly and their wifi is no good- dog hotel that has more than 50 check ins per day (as per the person who checked in our dog) doesnt have a decent wifi to send photos as promised?

When we arrived we asked for the photos and paul did say he had photos, after a couple of minutes apologized because he didnt have the photos after all. How embarrassing Lastly, our dog looked like she lost a couple of pounds turns out has diarrhea and we had to take her to the vet the next day we picked her up. Read other reviews of pet owners with their dogs having diarrhea after checking out.

The employees are incredible, always pleasant, professional and they take good care of the all the fur baby guest. Bella and JJ's nanny

I took my dog in for boarding and all day play at the West LA facility and they failed to feed him a meal. He only gets two meals a day and I even doled each meal into its own Ziploc bag to make it easier for the staff. Upon pickup, they handed me one bag and when I said there shouldn't have been a leftover bag, they responded with "oh, they probably forgot to feed him a meal, " as if it's a normal thing.

I left an email complaint and they called me to explain that they DID try to feed him but he didn't eat, so they scooped the food back into the Ziploc bag. First of all, if that were the case, I would've expected a call letting me know my dog isn't eating. Secondly, the person who checked his feeding chart would've mentioned this. Thirdly, I caught them in a lie because his food was frozen when I initially filled the bag, and if what they said was true, then the food could not have kept it's square shape in the Ziploc after being fully thawed and supposedly poured into a bowl and re-packed into the Ziploc bag.

I'm paying a lot for them to take care of my dog and they missed a truly basic task - feeding him. This is not acceptable and I will never trust them to take care of my dog again. I understand that the facility is extremely busy, but when the quality of service declines because of it and something as basic and expected as feeding my dog is missed, with no answers as to how that was overlooked, then it's time to take another look at their business model. My dog deserves better than this. The good news is I asked for a refund for my remaining 10-pack all day play package and was able to get that without any issue.

I boarded my German shorthaired pointer for 7 nights. My girl is very energetic and loving. She wouldn't harm a fly. It's pretty bad when you call to get an update because they put nothing on the app like their supposed to. We paid a bunch of money for her to be boarded. When we picked her up, you could see her hip bones and she got kennel cough.

I had to spend money to take her to the vet. I'm guessing it's not a sanitized place if my vaccinated 1 year old got kennel cough. She wasn't acting like herself. I mean anyone in their right mind should know when a dog looks skinny! The only reason I boarded was because I was desperate to find someone that allows non spayed females. And they also sent me home with a report card that was literally blank! Nothing on it. They need to really get some new management.

We just picked up our dog Suki (10 months puppy) from Wag Hotel Redwood city and we couldn't be more angry. She spent there 10 days while we were out of the city, we had several issues during this time but probably the most worrying part was that they returned her back with a wound on top of her right eye. When we asked them about the wound, they said that they haven't noticed anything.

The wound was very visible and it was clearly untreated (see picture). We understand that accidents happen but the fact that they didn't reach out to us when it happened or at least treated the wound says a lot about this business. We also had other issues during Suki's stay. We payed for a Deluxe room, which includes a dog bed and a webcam.

Before leaving, we asked for the link to see the room but they told us that they were going to send it later. After waiting a day, we had to call them and create a ticket in order to get the link to the webcam. Once they gave us the link we noticed that the room they gave her had no bed (see picture), she spend that night and probably the night before without the bed that we paid for.

The day after receiving the link they gave her a bed. After 5 days, the link to the webcam stopped working, again we had to call several times and wait two days to see our dog. We also paid for several other activities like a morning and evening stroll or playing fetch. They never sent us any pictures of Suki doing these activities and considering what we saw with the bed and the wound, it is really hard to trust that they have done any of those activities.

1 star as a result of our first boarding experience. DO NOT RECOMMEND AT ALL! We boarded our french bulldog, Chicken from 7-15-7/17. Their app doesn't even work! My bf made a reservation via the app and uploaded all updated vaccination docs. We went in the day before to get a tour of the facilities and they said they never got the reservation or the updated documents.

After confirming IN PERSON that the reservation was all fixed and we just had to email the documents again I thought everything was set. The morning we dropped off Chicken they STILL didn't know about his reservation and it took the front desk girl a long time to even find what we were talking about. She brought up the expired vaccines and we told her uploaded AND emailed them.

Extremely poor organization and definitely no communication amongst workers. The girl working the front desk on 7/14 in the early evening also didn't let us know that morning play ends before 9 am. I would have dropped Chicken off before 9 am if I had known that and instead decided to just add another all day play (more $$) so he wouldn't be stuck in the room for so long.

When we picked Chicken up on 7/17 around 2:30 pm I noticed the girl working in the all day play room had very frustrated body language and didn't even seem to like dogs. I witnessed her actually push a dog off her and spray him with a spray bottle or at least make the lunging motion to make him scared.this was extremely concerning as she did this knowing there's a camera and even with the big glass see through window with people watching.

What happens when no one is watching? Don't even advertise the app if your location doesn't use it. No pictures were uploaded of our dog via the app. I even sent an email request asking how to ask for pictures from the handler and we never got a response. The report card was NOT uploaded, nor given in person. My bf asked the girl working the desk on 7/17 around 2:30 if she could email the report card and all we got was a disinterested "yeah".

No surprise that the report card was STILL not emailed. We had left 3 toys for my dog and they also forgot to give it back to us and clearly didn't check what belongings he had before handing him back to us. We had to go back and ask for his things. Icing on the cake was Chicken had irritated, red and swollen paws! Hire workers that actually care about animals and know basic customer service skills.

I boarded my dog here for a long weekend, Friday afternoon through Monday morning. Upon pickup, my dog smelled terrible and had what I assume to be dog feces matted to his neck/collar area. When I told the employee that, all I received was an "oh, yeah" and I was sent on my way. For $300 for three nights, I'd expect a bit more care. This was our second time using Wag Hotels, and we only did so because our usual dog sitter was away. I'd highly recommend using Rover or a similar service to find a person to look after your dog. I don't intend to use this business ever again.

We love wag! I've been taking my golden retriever to Wag for over a year for daycare and to board when I go out of town. She has the best time and I know she is safe and in good hands when I drop her off. The staff is friendly, helpful, and always welcoming. The facilities are great - new and clean, the play area is massive, and the individual rooms for boarding are spacious. They have a ton of options to spoil your pup and always have fun activities going on. Highly recommend.

We boarded two dogs for days days and one night. Front desk attendant was friendly and answered all questions confidently. They were able to adjust our reservation on the spot without hassle. My only complaint would be that the deluxe suite we reserved for our dogs resembled jail cells. The reason we spent the extra money for a larger room was so our nervous dogs felt more at home instead of in a kennel. We were able to check in on them at all times via the playcam and roomcam. Overall good experience.