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Pooch Hotel

22251 Wilmington Ave
Carson. CA 90745
(310) 847-6228

We have been taking our pup Banjo here for almost 2 years. We have seen them through the management changes and price increases/policy changes--this review won't be about that. I've seen so many negative reviews, I'd like to point out the many positives that have me smiling when picking up my dog. I'm not thrilled about the price increases, but I'd rather review two things 1) the customer service we've received and 2) my dog's reaction to daycare and boarding here. -We don't come every single day, but the employees all know our pup by name. All of them. When we walk through the door, we are always greeted with excitement. It's infectious and leaves me in a good mood. Even when we leave late at night, we've gotten excellent treatment! -When we first started coming to Pooch, the staff was apathetic towards us but NO MORE. I encourage all of you negative naysayers here to spend a few seconds talking to these awesome people who love on your pups so much: I will call out Brandy, Lanae, Darren, and Jeremy as being awesome, constantly pleasant, and helpful--and I'm sure many others whose names I'm forgetting. I will edit this space when I ask and/or remember everyone's name. I always get clear feedback from them on how my dog did and they care for my dog SO much--it means the world to me. -Our pup is a rescue. He has constantly had issues bonding with new people and is scared. We've been to many different training and boarding facilities and had trouble. In fact, we had some issues with him when we first started bringing him to Pooch because he was standoffish and struggled with all the employees and other dogs. Under the current staff of people, Banjo has bloomed into such a different dog--who ever said old dogs can't learn new tricks has not seen the transformation Banjo has had in the last year or so, in large part because of the positive experience he's had here at Pooch Hotel. So thanks, Pooch Hotel, for making it an easy decision to stick with you guys through personnel changes and rate changes. We're happy to trust you with the care of Banjo!

Well, just got back from the vet and my dog not only has yeast everywhere, but also contracted a virus while he was at the "hotel". He is on antibiotics for two weeks and the vet confirmed lack of sleep and stress was evident. Do not use this hotel. We paid so much money and they just do not care. I will never use a pet hotel again, not just this one, but one in general. STAY AWAY.

If I could give this place no stars I would. This place has the worst customer service ever and nothing but lies and excuses in this place. This was our first experience at a boarding/overnight stay place for my 10 month old puppy. She has no experience with other dogs and being at a daycare place like this. This place was so bad! Please do not subject your baby to this place! If it wasn't for the camera link, I wouldn't have known what my dog was going through. My dog is a shy, scared puppy. She would growl when they would try to take her out and leach her. We had her there two days prior to her stay and we and they knew this from the start. So her overnight stay was a nightmare! The first day Friday when we dropped her off at 9 am she played in the play yard til the 11:00 am break to go back to their kennels. She never came out the rest of the night. I would watch the camera and never saw her again. I called the hotel and they said she was being snippy so they kept her in her room. Ok with that. The morning comes, Saturday, 9:00 am and the camera shows she isn't there again. I call again in the morning and speak to Brandy, I tell her I am watching via webcam and she hasn't been out since 11:00 am! She says same thing, she was being snippy. I beg her to try to take her out because she has been in her room since Friday at 11:00 am. No playtime or dog interaction. Brandy says she will try to get her out. No more then 5 minutes later, my dog was out. I believe once I mentioned the camera, they took her out! The second play time at 2:00 pm, she was out again? We pick her up at 3:30 pm and the girl at the front desk, Becky gives me attitude and tells me how she didn't want to stress the dog out and that she didn't want to get bit and that they thought it was best she stay in her room all day! That it was a work comp issue? I told her why didn't they call me so I could get someone to pick her up or communicate with me so I know what is going on? She had no answer. After much talking and just fed up with their lies, I ask for the supervisor. Darrin the supervisor addresses the situation very kindly and understanding. He was great! Kept his composure and really made us feel better. He said the workers told him they called me. Lies? I called 3 times and not once did they tell me anything! He even said they lied to him? And that he would talk to them about it. While I am talking to him, Becky goes in the back and gets my dog. As she comes out, she hands my husband her stuff, not even put in the bag, hands me the leash and tells me and my husband, "Can you take the leash off IT, cause IT won't let me take the leash off IT! She couldn't even refer to my puppy as a dog anymore, she had become an IT! Then she rudely walks into the door and whisks my husband away with her hand! I asked Darrin the supervisor if he saw what she did and he said yes! That she needs help with her customer service. So apparently they don't have real trained professional people besides Darrin and lanae there? Lanae is the first Lady I talked to the first day I brought her there and she was really nice. So after all that, I am beyond disappointed with this place! I spent a lot of money here preparing her for this stay and the stay itself! Not worth the money. This place is horrible. Seriously if you love your baby don't do it! The place looks amazing but the workers are horrible. They don't care, they are there to work and nothing more! I expected so much from this place! They are supposed to be animal lovers and a safe place to board your dog. I didn't feel at all like she was even give any love or care! Hate this place! Horrible horrible horrible. 8/25/16- Still no call back from this place! I spoke to Lisa the General Manager for this location and also the Hollywood location. She was very sympathetic to my issues and told me she would follow up on Tuesday, 8/23/16. Thought I would give then another day, but nothing. Only this robotic response below from someone named Joanna. This place is simply terrible. I will not relent until I get some feedback plus a refund. Also this Pooch Hotel has past horrible reviews. It seems they haven't change anything. They have made no effort to improve or correct all of their old and new complaints. They don't care.

Verrrrry DISAPPOINTED. Not only did they leave our puppy (Maltese/ Shitzu) in her room for 22 hrs (due to her growling when they tried to leash her) but the customer service level of trying to diffuse our dissappointment by the individual there named Rebecca was horrible. We left our pup there overnight with the thought that we were leaving her with doggy professionals. While we were out of town, we monitored our pup on the webcam pooch hotel provides for their customers to see their dogs (which is great). Unfortunately, we noticed our dog was never let out for play time. When we tried to call numerous amount of times, no one would pick up. The next morning, this morning (22hrs later) we checked the camera again and she was still not let out, so finally we called and someone (thank you Brandi) picked up. As we politely showed our concern, they said she was growling when trying to lasso her to lead her out (keep in mind, she is a tiny dog) so they figured not to stress her out so they left her in there. When we explained to them our concern for her being not let out for now 22 hrs, IMMEDIATELY she was let out (thank you Brandi). So it left us in bewilderment like, "wow, if we didn't call she would have been left in there longer?!" This is where it gets worse. So we finally make it to pooch hotel to pick up our pup. We were immeditely treated with an unwelcoming attitude by rebeca (becky). She literally told my wife that our pup is not welcomed back and shouldnt be brought back. As i stood by letting my wife explain her concern to the supervisor (Darrin, young male, very professional) becky or rebecca was showing irritation and walks away to retrieve our pup. When rebecca brings out our pup, she says "can you take the leash off IT, cuz IT wont let us take the leash off IT." And when I handed the leash back to rebecca, she turns around flustered and when she thought i wasnt looking she gestures with her hand as if she's rudely whisping and shooing us out, like "get out already!" We left with the disappointed feeling like we were robbed of the joyous reuniting experience we expected to have with our pup. What a way to return from a trip to be reunited with your furkid with such unwelcoming attitude. This experience made us feel ashamed of even complaining as if we were in the wrong! I was in disbelief becky or rebecca (whatever her name was) worked with dogs and showed such a hostility towards a dog that was acting the way she thought she shouldn't. Calling her "it" and whisping us away. Im glad we picked her up. God only knows what this unprofessional (non dog lover) hireling named rebecca would have done to our pup. She clearly does not have her emotions intact and should not be working in an environment where customers pay and trust the wellbeing of there furkids with assumed professionals, that will know how to handle situations that may come up. We will not bring our pup here no longer. We were bringing her here for the past 4 days leading to this point. We will never return. And i will be sure (if not contacted by anyone here) to tell all my contacts about this situation on all my social media accounts.

We were long time patrons, bringing our dog 1-3 times per week. It saddens me that this place has fallen so far. The staff have become apathetic and lost their passion with the animals - and are short staffed frequently which concerns me for the dogs safety. Policy changes: 1. Check the cameras, I don't care what they say about play time / yard time, my dog was in the yard 9-11am and 1ish-4. That's a lot less than before 2. New early drop off and late pickup fees, which they're even charging people that had purchased packages before policy change ($20 for before 7am and $20 for after 8pm pickups). 3. Boarding rates increased by $10 4. Increase daycare prices 5. Other "extra care" fees they try to sneak on My dog has always received high praise from staff (prior to ownership change), so I knew this extra care fee was BS - no phone call to authorize, no explanation as to what the fee was for ($45/day). After 2 years and over $3,000 in daycare and boarding, the time to sever relationships with this establishment is now for me. When you guys get your pricing and priorities back in order, give me a call. I really want to come back, just not under current ownership + management + pricing.

There are many things I love about this dog hotel. 1. Great staff that loves dogs! I felt very happy knowing my Posh was being taken care of by Jeremy and the staff there. They love dogs! 2. Tonight after a delayed flight, I didn't get to the hotel until midnight. Most pet hotels are completely closed at that time and I'd have to wait until the morning to pick up my heart, but because they always have someone on duty watching over our precious pups, I was able to pick her up right away. 3. They fed her the correct portions and she had no bowel issues when she came home. (This sounds like a no-brainer but you'd be surprised.) Overall, very happy with the experience. Highly recommend.

I poorly rated this establishment with somewhat of a heavy heart because of SOME of the decent employees that work there seem to really care for dogs. Having given them the benefit of the doubt the first time, I can't do it a second time. First time I dropped off my Boston Terrier during the weekend, I came back to find him with an injured and bloody/dried up dewclaw that was becoming infected and had to be eventually removed (not cheap!). What bothered me the most was that I was handed back my dog with no explanation or mention of the incident until I questioned it. I was told that sometimes dogs play around and it's very easy for my dog to have gotten it caught on something. I wasn't happy with how it played out but I wrote it off to poor communication from the staff towards me. The second time, I found myself in need of early day care for a week during a family emergency. I was dropping off my dog every day around 5:30 am which was very convenient for my schedule and needs. After the second day, I was told that rates would be soon changing and that early drop offs before 6 am would require an additional $20 fee going forward. During the 4th day, I noticed that my dog had serious scratches on both sides of his neck. When I approached them about this, I was told that one of the trainers' dogs had played "a bit rough" with my dog but it wasn't a big deal (the irony of their temperament test and having a "trainers dog" attack your dog). Again, lack of communication until they are questioned which really makes you lose confidence in the level of care they provide for your pets. When I got home and started cleaning and healing my dog, I noticed that the scratches were worse and deeper than what I initially had thought. Having no choice but to take my dog one final time, I politely asked that they keep a closer look at dogs during play time and told them that I was not happy with the way my dog had been attacked. I requested that my dog be kept away from the trainers dog and called a couple of times during the day to check up on him. Had it not been a trainers' dog, they probably would have stashed the aggressor away! Upon picking up my Boston on the last day, he started hacking away, didn't want to interact much and had no energy. He caught kennel cough during his last stay as a final farewell gift from Pooch Hotel. Another visit to the vet who also mentioned the now scabs on his neck were more of an attack rather than rough play. In an nut shell, prices and policies are changing for the worse. The place seems fairly clean but most of the staff is clearly not skilled to provide adequate care for your pet. They can hand you back your mangled pet and won't say a word or offer any explanation unless you question them. Again, some of their employees do seem to care for pets but it's not worth the risk. As convenient as they can pretend to be, I won't be taking my pet back again any time soon!

I think my dog had a great time here. The price is right at $50 for an overnight stay and the staff seems good and friendly. I like that they are available 24 hours a day. I picked up and dropped off after hours and was greeted with really nice lobby staff members. I had a good experience and will likely be back. 4 stars and not 5 because although the staff was great I'm not sure they really knew a lot about animals or the business. I got the feeling they may have just been employees working for a wage and not knowledgable in veterinary matters.

Pooch Hotel is no longer owned by Petco so now the new management Paw 4 Paradise has raised prices. Pooch hotel has crazy expensive fees now. $20 early check in fee if you check in before 7am and $20 late check out fee if you pick up your dog after 7pm. Day boarding rate raised as well. Not as affordable as before where it was a set price. They are very understaffed. Staff was kind but they needed more help. I would look elsewhere for boarding unless you are desperate.

New owners equal lousy business decisions. Higher rates and no staff. literally. I have several days left in my package but nowadays dogs are stashed away more than they play. Petco no longer owns business and new owners seem not to care that they are driving the business standard down. Dogs used to play all day and now they are bought out sparsely throughout the day. Very disappointed.

We have been taking our pup Banjo here for almost 2 years. We have seen them through the management changes and price increases/policy… Read More

We have been taking our pup Banjo here for almost 2 years. We have seen them through the management changes and price increases/policy changes--this review won't be about that.

I've seen so many negative reviews, I'd like to point out the many positives that have me smiling when picking up my dog. I'm not thrilled about the price increases, but I'd rather review two things 1) the customer service we've received and 2) my dog's reaction to daycare and boarding here.

-We don't come every single day, but the employees all know our pup by name. All of them. When we walk through the door, we are always greeted with excitement. It's infectious and leaves me in a good mood. Even when we leave late at night, we've gotten excellent treatment!

-When we first started coming to Pooch, the staff was apathetic towards us but NO MORE. I encourage all of you negative naysayers here to spend a few seconds talking to these awesome people who love on your pups so much: I will call out Brandy, Lanae, Darren, and Jeremy as being awesome, constantly pleasant, and helpful--and I'm sure many others whose names I'm forgetting. I will edit this space when I ask and/or remember everyone's name. I always get clear feedback from them on how my dog did and they care for my dog SO much--it means the world to me.

-Our pup is a rescue. He has constantly had issues bonding with new people and is scared. We've been to many different training and boarding facilities and had trouble. In fact, we had some issues with him when we first started bringing him to Pooch because he was standoffish and struggled with all the employees and other dogs. Under the current staff of people, Banjo has bloomed into such a different dog--who ever said old dogs can't learn new tricks has not seen the transformation Banjo has had in the last year or so, in large part because of the positive experience he's had here at Pooch Hotel.

So thanks, Pooch Hotel, for making it an easy decision to stick with you guys through personnel changes and rate changes. We're happy to trust you with the care of Banjo!

If I could give this place no stars I would. This place has the worst customer service ever and nothing but lies and excuses in this place.… Read More

If I could give this place no stars I would. This place has the worst customer service ever and nothing but lies and excuses in this place. This was our first experience at a boarding/overnight stay place for my 10 month old puppy. She has no experience with other dogs and being at a daycare place like this. This place was so bad! Please do not subject your baby to this place! If it wasn't for the camera link, I wouldn't have known what my dog was going through. My dog is a shy, scared puppy. She would growl when they would try to take her out and leach her. We had her there two days prior to her stay and we and they knew this from the start. So her overnight stay was a nightmare! The first day Friday when we dropped her off at 9 am she played in the play yard til the 11:00 am break to go back to their kennels. She never came out the rest of the night. I would watch the camera and never saw her again. I called the hotel and they said she was being snippy so they kept her in her room. Ok with that. The morning comes, Saturday, 9:00 am and the camera shows she isn't there again. I call again in the morning and speak to Brandy, I tell her I am watching via webcam and she hasn't been out since 11:00 am! She says same thing, she was being snippy. I beg her to try to take her out because she has been in her room since Friday at 11:00 am. No playtime or dog interaction. Brandy says she will try to get her out. No more then 5 minutes later, my dog was out. I believe once I mentioned the camera, they took her out! The second play time at 2:00 pm, she was out again? We pick her up at 3:30 pm and the girl at the front desk, Becky gives me attitude and tells me how she didn't want to stress the dog out and that she didn't want to get bit and that they thought it was best she stay in her room all day! That it was a work comp issue? I told her why didn't they call me so I could get someone to pick her up or communicate with me so I know what is going on? She had no answer. After much talking and just fed up with their lies, I ask for the supervisor. Darrin the supervisor addresses the situation very kindly and understanding. He was great! Kept his composure and really made us feel better. He said the workers told him they called me. Lies? I called 3 times and not once did they tell me anything! He even said they lied to him? And that he would talk to them about it. While I am talking to him, Becky goes in the back and gets my dog. As she comes out, she hands my husband her stuff, not even put in the bag, hands me the leash and tells me and my husband, "Can you take the leash off IT, cause IT won't let me take the leash off IT! She couldn't even refer to my puppy as a dog anymore, she had become an IT! Then she rudely walks into the door and whisks my husband away with her hand! I asked Darrin the supervisor if he saw what she did and he said yes! That she needs help with her customer service. So apparently they don't have real trained professional people besides Darrin and lanae there? Lanae is the first Lady I talked to the first day I brought her there and she was really nice. So after all that, I am beyond disappointed with this place! I spent a lot of money here preparing her for this stay and the stay itself! Not worth the money. This place is horrible. Seriously if you

love your baby don't do it! The place looks amazing but the workers are horrible. They don't care, they are there to work and nothing more! I expected so much from this place! They are supposed to be animal lovers and a safe place to board your dog. I didn't feel at all like she was even give any love or care! Hate this place! Horrible horrible horrible.

8/25/16- Still no call back from this place! I spoke to Lisa the General Manager for this location and also the Hollywood location. She was very sympathetic to my issues and told me she would follow up on Tuesday, 8/23/16. Thought I would give then another day, but nothing. Only this robotic response below from someone named Joanna. This place is simply terrible. I will not relent until I get some feedback plus a refund. Also this Pooch Hotel has past horrible reviews. It seems they haven't change anything. They have made no effort to improve or correct all of their old and new complaints. They don't care.

Comment by Johanna N. of Pooch Hotel:

Barbara, As we always strive to not only meet but exceed our clients' expectations, I am so sorry we have disappointed you. I want to let… Read More

Barbara, As we always strive to not only meet but exceed our clients' expectations, I am so sorry we have disappointed you. I want to let you know that we received the reviews from you and Rodney. We take your concerns very seriously and are looking into this with our team and will follow up with you shortly. Sincerely, Johanna

Verrrrry DISAPPOINTED. Not only did they leave our puppy (Maltese/ Shitzu) in her room for 22 hrs (due to her growling when they tried to… Read More

Verrrrry DISAPPOINTED. Not only did they leave our puppy (Maltese/ Shitzu) in her room for 22 hrs (due to her growling when they tried to leash her) but the customer service level of trying to diffuse our dissappointment by the individual there named Rebecca was horrible.

We left our pup there overnight with the thought that we were leaving her with doggy professionals.

While we were out of town, we monitored our pup on the webcam pooch hotel provides for their customers to see their dogs (which is great).

Unfortunately, we noticed our dog was never let out for play time. When we tried to call numerous amount of times, no one would pick up.

The next morning, this morning (22hrs later) we checked the camera again and she was still not let out, so finally we called and someone (thank you Brandi) picked up.

As we politely showed our concern, they said she was growling when trying to lasso her to lead her out (keep in mind, she is a tiny dog) so they figured not to stress her out so they left her in there.

When we explained to them our concern for her being not let out for now 22 hrs, IMMEDIATELY she was let out (thank you Brandi). So it left us in bewilderment like, "wow, if we didn't call she would have been left in there longer?!"

This is where it gets worse.

So we finally make it to pooch hotel to pick up our pup.

We were immeditely treated with an unwelcoming attitude by rebeca (becky).

She literally told my wife that our pup is not welcomed back and shouldnt be brought back.

As i stood by letting my wife explain her concern to the supervisor (Darrin, young male, very professional) becky or rebecca was showing irritation and walks away to retrieve our pup.

When rebecca brings out our pup, she says "can you take the leash off IT, cuz IT wont let us take the leash off IT."

And when I handed the leash back to rebecca, she turns around flustered and when she thought i wasnt looking she gestures with her hand as if she's rudely whisping and shooing us out, like "get out already!"

We left with the disappointed feeling like we were robbed of the joyous reuniting experience we expected to have with our pup. What a way to return from a trip to be reunited with your furkid with such unwelcoming attitude.

This experience made us feel ashamed of even complaining as if we were in the wrong!

I was in disbelief becky or rebecca (whatever her name was) worked with dogs and showed such a hostility towards a dog that was acting the way she thought she shouldn't. Calling her "it" and whisping us away.

Im glad we picked her up. God only knows what this unprofessional (non dog lover) hireling named rebecca would have done to our pup.

She clearly does not have her emotions intact and should not be working in an environment where customers pay and trust the wellbeing of there furkids with assumed professionals, that will know how to handle situations that may come up.

We will not bring our pup here no longer. We were bringing her here for the past 4 days leading to this point.

We will never return. And i will be sure (if not contacted by anyone here) to tell all my contacts about this situation on all my social media accounts.

Comment by Johanna N. of Pooch Hotel:

Rodney, As we always strive to not only meet but exceed our clients' expectations, I am so sorry we have disappointed you. I want to let… Read More

Rodney, As we always strive to not only meet but exceed our clients' expectations, I am so sorry we have disappointed you. I want to let you know that we received the reviews from you and Barbara. We take your concerns very seriously and are looking into this with our team and will follow up with you shortly. Sincerely, Johanna

There are many things I love about this dog hotel.

1. Great staff that loves dogs! I felt very happy knowing my Posh was being taken care of… Read More

There are many things I love about this dog hotel.

1. Great staff that loves dogs! I felt very happy knowing my Posh was being taken care of by Jeremy and the staff there. They love dogs!

2. Tonight after a delayed flight, I didn't get to the hotel until midnight. Most pet hotels are completely closed at that time and I'd have to wait until the morning to pick up my heart, but because they always have someone on duty watching over our precious pups, I was able to pick her up right away.

3. They fed her the correct portions and she had no bowel issues when she came home. (This sounds like a no-brainer but you'd be surprised.)

Overall, very happy with the experience. Highly recommend.

I poorly rated this establishment with somewhat of a heavy heart because of SOME of the decent employees that work there seem to really care… Read More

I poorly rated this establishment with somewhat of a heavy heart because of SOME of the decent employees that work there seem to really care for dogs. Having given them the benefit of the doubt the first time, I can't do it a second time.

First time I dropped off my Boston Terrier during the weekend, I came back to find him with an injured and bloody/dried up dewclaw that was becoming infected and had to be eventually removed (not cheap!). What bothered me the most was that I was handed back my dog with no explanation or mention of the incident until I questioned it. I was told that sometimes dogs play around and it's very easy for my dog to have gotten it caught on something. I wasn't happy with how it played out but I wrote it off to poor communication from the staff towards me.

The second time, I found myself in need of early day care for a week during a family emergency. I was dropping off my dog every day around 5:30 am which was very convenient for my schedule and needs. After the second day, I was told that rates would be soon changing and that early drop offs before 6 am would require an additional $20 fee going forward. During the 4th day, I noticed that my dog had serious scratches on both sides of his neck. When I approached them about this, I was told that one of the trainers' dogs had played "a bit rough" with my dog but it wasn't a big deal (the irony of their temperament test and having a "trainers dog" attack your dog). Again, lack of communication until they are questioned which really makes you lose confidence in the level of care they provide for your pets. When I got home and started cleaning and healing my dog, I noticed that the scratches were worse and deeper than what I initially had thought. Having no choice but to take my dog one final time, I politely asked that they keep a closer look at dogs during play time and told them that I was not happy with the way my dog had been attacked. I requested that my dog be kept away from the trainers dog and called a couple of times during the day to check up on him. Had it not been a trainers' dog, they probably would have stashed the aggressor away! Upon picking up my Boston on the last day, he started hacking away, didn't want to interact much and had no energy. He caught kennel cough during his last stay as a final farewell gift from Pooch Hotel. Another visit to the vet who also mentioned the now scabs on his neck were more of an attack rather than rough play.

In an nut shell, prices and policies are changing for the worse. The place seems fairly clean but most of the staff is clearly not skilled to provide adequate care for your pet. They can hand you back your mangled pet and won't say a word or offer any explanation unless you question them. Again, some of their employees do seem to care for pets but it's not worth the risk. As convenient as they can pretend to be, I won't be taking my pet back again any time soon!

Kim P.

I think my dog had a great time here. The price is right at $50 for an overnight stay and the staff seems good and friendly. I like that… Read More

I think my dog had a great time here. The price is right at $50 for an overnight stay and the staff seems good and friendly. I like that they are available 24 hours a day. I picked up and dropped off after hours and was greeted with really nice lobby staff members. I had a good experience and will likely be back. 4 stars and not 5 because although the staff was great I'm not sure they really knew a lot about animals or the business. I got the feeling they may have just been employees working for a wage and not knowledgable in veterinary matters.

Christine A.

Pooch Hotel is no longer owned by Petco so now the new management Paw 4 Paradise has raised prices. Pooch hotel has crazy expensive fees… Read More

Pooch Hotel is no longer owned by Petco so now the new management Paw 4 Paradise has raised prices. Pooch hotel has crazy expensive fees now. $20 early check in fee if you check in before 7am and $20 late check out fee if you pick up your dog after 7pm. Day boarding rate raised as well. Not as affordable as before where it was a set price. They are very understaffed. Staff was kind but they needed more help. I would look elsewhere for boarding unless you are desperate.

Free Your Mind G.

New owners equal lousy business decisions. Higher rates and no staff. literally. I have several days left in my package but nowadays dogs… Read More

New owners equal lousy business decisions. Higher rates and no staff. literally. I have several days left in my package but nowadays dogs are stashed away more than they play. Petco no longer owns business and new owners seem not to care that they are driving the business standard down. Dogs used to play all day and now they are bought out sparsely throughout the day. Very disappointed.

Comment by Amber K. of Pooch Hotel:

Free Your Mind G.- First of all, thank you for taking the time to share your feedback with us. We take all feedback as an opportunity to… Read More

Free Your Mind G.- First of all, thank you for taking the time to share your feedback with us. We take all feedback as an opportunity to grow. In this case, it seems that our opportunity lies in communicating changes with our clients. I would like to clarify that, as of right now, the daily schedule at the hotel remains the same as it has been. We will be making some changes to the daily play schedule in the near future, however those changes have not taken place yet. Paradise 4 Paws, the new owners, have several years of experience with daycare and boarding operations at resorts across the country. We consult with some of the industry leaders in dog behavior and veterinary health when making decisions that impact our guests, and these decisions are not taken lightly. While we do not expect that all of our clients will agree with changes coming down the line, we do hope that they will at least take the opportunity to consider the science behind the changes once they are introduced. All of our clients will receive notice with details about the new all day experience before that is rolled out, so you can expect that communication prior to any major changes to the guest's play schedule at Pooch Hotel.

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Alex V.

My dog stayed here for boarding 4 nights over the Christmas holiday. From the outside this place looks awesome. You walk in and see the beautiful doggie suites and the fun play area. I was super happy to be able to see him on the webcam during the day and excited to go pick him up. When my boyfriend and I went to pick him up yesterday, the guy brings us our pup and then hands us all of his bedding, toys, etc. and EVERYTHING was covered in urine including our dog. REALLY. First of all, he didn't even apologize for the issue. Second of all, I can't even imagine how many nights he had to sleep in a bed covered in pee. For $50/night and $25 for late check out you'd think they could at least wash the bedding if something like that happens and him before sending him home. Who knows where he was staying - the pictures of beautiful suites are for those paying $100/night. You can't find pictures of the $50/night "suites" anywhere. I'm sure they are tiny because if given a choice, a dog will never pee on his own bedding (especially my dog who is crate trained). Never again will I bring him back here.

Irna C.

Completely disappointed! Furious! And DISGUSTED. By the Manager named Lisa. She Mishandled my dog. DRAGGED HIM WITH HIS LEASH TO THE DOOR WHILE MY POOR DOG WAS NERVOUS AND ANXIOUS. I cannot believe how she handled him cruelly. She is the worst person and I do not know why she was in a place where she clearly doesn't belong! Does Pooch Hotel doesn't have standards on how they hire their employees? Pooch hotel was recommended to us by our close friend to take our shihtzu, Zero for pet boarding and after a thorough researching and reading most of the yelps review here, we have decided to try there services. First, I called to schedule Zero for grooming, spoke to the manager Lisa, was sched Sat Oct 10, came in and had been informed that there is no groomer on that day and instead she originally sched Zero Sunday without letting us know. I let it slide and tried to understand, so instead of leaving I had Zero do the temperament test on that day. Eddy, very helpful guy, helped us a lot, he pet Zero and took good care of him while we were given the tour. He was behave and calm with him, so I thought everything will worked out fine. After couple of hours, we picked him up and; I met Helmut - awesome guy- who did his temperament test and everything turn out ok. Zero was anxious and fearful during the test. And he says that's normal since he is not use to being socialize as I had explained to him. Recommendations where given and I considered to daycare as I want him to get used to be at Pooch Hotel so by the time we board him he will enjoy the experience. Helmut told us that he is manageable but just not socialize and I get that, I understand that; that's why I want to enroll him on classes just to get him started. Also; as suggested by Helmut and Eddy, that it will help to bring Zero to the hotel couple times a week and I agreed. Next day, Sunday, Oct 11, day of Zero's sched grooming. We came in early was informed that the groomer was overbooked and that they won't be able to accommodate Zero. Again, they didn't informed me, so I just took a deep breath and tried again to understand them. Since i really wanted to work this out. The groomer was apologetic and she said to me that Lisa (same manager earlier) overbooked her without checking her scheduled. I told her that's alright, but can you schedule me for a sure day that she's not overbooked. She ended up putting Zero for next week, Sunday Oct 18. So again we stayed for the whole day and Zero did well. We came in Oct 17 to again bring zero and this time it was with Mochi our other day since we are attending birthday parties the whole day. Lisa the manager check us in, face so emotionless and didn't not even greet us with good morning. She checked us in, and did Mochi's paperwork as she needs to have a temperament test that day. I was holding Zero, and gave him to her, telling her if she can hold zero to start with some calm interaction before him getting him down. She ignored me and let him down, and forcefully Dragged him towards the door inside. I was so shocked, even my bf couldn't believe what just happen. My dog was looking at us horrified, scared and tried to approach us and this insensitive, cruel, lady manager just Drag him to the door without us saying goodbye to him. I was furious that when she got our second dog I told him, I will walk with Mochi to the door. She allowed me but I was so furious. So mad. My bf even told me that this would be last time we are bringing our dogs there. So the afternoon came and I picked him up, Helmut and Eddy was there and told me about Zero. He was at the corner, the whole day, no one can go near him, he growled at the Lisa, snapped at her and she prohibit him from going back to Pooch. That's fine because to be honest I refused to bring my dogs to a daycare that mistreated them. I refused to have my dogs suffer in the hands a cruel human who is not at all compassionate to her work.

Carolyn S.

I was really hopeful about this place. Don't judge a book by its cover. I agree with other people on here saying the workers are snobby. SUPER snobby. I get it that your job is to know about dogs and temperaments, but you don't have to be so patronizing and condescending. We had an initial temperament test which one of our dogs failed even though we take him to the dog parks all the time and he's been fine. I get that pit bulls have a bad rap, but I really think they just don't want the liability. Then they just had to lay on the nit picky snobbery about our other puppy. I think they just like seeming like they know more than you. I get it that my puppy is nippy. she's a puppy. You don't have to act like it's the end of the world. We left them there for boarding a couple days. Not only did they take the bed away, but they took away the blankets and dog beds we left for them because waste got on them and as I watched on the webcam they were never put back. So they had nothing really to sleep on. We picked them up and were notified that the older dog is injured on his leg and is limping and they blamed our other puppy for doing it. Needless to say our dog was super freaked out when we picked him up and wouldn't calm down. We know our dogs, and how they play and theres no way our puppy could have hurt our pit bull that much. Its just funny they instantly blamed our other dog. There was one instance where I was watching on the webcam and saw him try to get out of the pen when putting the puppy back in, and he tried to get out and I saw the employee struggle to push him and and get him back. maybe THATS where it came from. I'm monitoring our puppy right now as well, she's very lethargic and I'm hoping its just from playing. She woke up once to eat and once to go to the restroom. But even when we go to the dog parks she at least is up and about by now. Oh and when we picked her up they had the nerve to tell me she was rough housing too hard with a St. Bernard. Um ok sorry that my 40 lb puppy is playing with a 120 lb St Bernard. What else can you throw on me about my dogs. I digress. All in all, for the money I put down I'm NOT HAPPY with how not only I was talked to and treated as a customer or how my dogs were returned to me and treated.

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Pooch Hotel

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Exceptional care of dogs for as long as you require: hours, days, or months. Climate and safety controlled environment with oversight 24/7/365 days a year. Passionate animal care givers who confidently and proudly provide unsurpassed boarding, daycare, grooming and other services.

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Source: m.yelp.com
Category: Pooch

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