Pampered Pet Inn

EDITED: I am revising my original post. The owner reached out to me and explained the situation was the result of the prior owner of the facility. We've agreed to start things fresh and I appreciate him contacting me to resolve this. We boarded our dog here in 2022 and shortly after coming home, he was diagnosed with an ear infection. When we raised this with the facility, we provided the vet notes and they kindly agreed to pay for the vet bill. That was the good. I recently called to make arrangements to board my dog and was told there was a note in our file not to accept him anymore due to the incident in 2022. However, he was boarded there (without incident) earlier this year (2024). I received a text message with this note, not a phone call or further explanation. That's a pretty chicken way out. One other time I made a reservation and I called a couple days prior to the drop-off date to confirm and was told the reservation had been cancelled but the facility never communicated that with me, leaving me in a bind to find an alternative option just before my trip. The customer service is unprofessional and they're free not to do business with whomever they want but I am similarly inclined not to recommend them to anyone I know for behaving in such a petty manner.

I would give about a 4.5 here's why: They were *awesome*. Was super nervous about leaving my dog. He has separation anxiety, is a rescue and frankly is honestly one of the few things in my life right now that make everything worth it. But, I had a trip planned and had to leave him somewhere. They were incredibly friendly from the moment I walked in. I think they picked up on my nerves and did everything they could to answer my question and ease my concerns. I was there probably for a good 15 minutes before I left him there and even got to tour where they would put him. They sent me daily updates when I was gone which included pictures, outside play time, story time, cuddle time and brain stimulation activities (an enrichment activity I paid extra for). My dog came back and he looked super content initally. I also had to extend my dog's stay last minute due to my return being delayed. They were very accomodating with that. Here's where they get points off: Later that evening my pooch started to cry out of one eye, his skin got red around the eyes and nose and he was super lethargic. He got fine within a day later and didn't need to take him to the vet but I think he was allergic to something there. My hunch is that the shampoo they used on his bath the last day gave him this allergy because in the pictures they sent me up until the day I picked him up, he looked fine and quite happy. So... I can't really fully fault the place for this, this stuff does happen at boarding facilities, but I also can't provide a full 5 stars because of it.. That being said, please enjoy some pictures of my dog. These are the updates they sent me every day. You can see he's quite happy.

Booking boarding for our cat was easy and convenient. Price was competitive with other facilities in the area. My complaint was the check in and check out process. It just seemed very cold. When we checked in, they asked me the same questions I had answered in the pre-check in form, including if I wanted any extra services, and then told me I was all set and began to walk around and away from us while we were still in the lobby. We didn't even get to say a proper good bye or check out the facilities that our cat would be staying in for the next several days. Then when we checked out, they just told us we were all set in terms of payment and had us on our way. I was expecting some kind of "progress report" since this was the first time our cat had ever been boarded. Had she eaten well? Did she drink a lot of water? Did she use the litter box consistently? Was she meowing constantly? Was she cuddled with? Did she stay hydrated? (She has CKD) We wouldn't know. Again, it seemed very cold, like we were just dropping off and picking up a piece of property, not a pet. She came back with a crusty tail, dull fur, and a weird smell. And her wet food can cover wasn't returned. The last thing I wanted to say that I feel like $10 a day for a e-postcard seems like a bit much. And we can't leave them with any toys that smell like their owners or home? Boo. All in all. Glad our cat was looked after but I won't be returning to this facility!

The good: they tend to be flexible as far as dates and timing. It’s convenient. Also, since it is a smaller facility, our dog doesn’t come back as “shell-shocked” as he sometimes does from boarding places that have lots and lots of dogs. The bad: On the two most recent visits, our dog came back with some sort of skin condition that wasn’t there before. After the first one, he was scratching himself like mad. Had to take him to the vet. Vet said it was probably an allergic reaction of some sort and gave him an injection. A couple month’s later, we had another stay at the Pampered Pet Inn for boarding. Our dog came back with a 1” x 3” patch of fur on his neck totally missing, and an angry reddish coloration on his belly and in his front armpits. How did they not notice this a? Again, our dog was scratching himself like mad. We took him to the vet, who said he had an infection. It wasn’t a staph infection, but rather a “rod” infection (presumably based on the shape of the bacterium). So we started on a course of antibiotics and some pills for the skin irritation. Also, we’ve been giving him medicated baths twice a week. It has helped but it has been a bit of an ordeal dealing with this infection. I would suggest that the Pampered Pet Inn needs to figure out some sort of better cleaning/hygiene regimen that might keep a dog from coming home from their facilities with a serious skin infection.

We love Pampered Pet Inn! The staff is so caring and friendly with our fur baby. We have boarded our chihuahua with them multiple times over both short and long trips and they always take wonderful care of her! Their hours are great as well for drop offs and pick ups. Definitely would recommend!