I have been trying to set a "profile" (because that is ONLY way to book an appointment) for the last 36 hours & am just done with the service. They did however send me emailed documents to fill out, WHICH I DID with my dogs & my personal information & submit it with no response. All I wanted to do was sign up for classes for my pup during a pandemic to get social skills. But being handicap, this has been a terrible experience before I even got the service. Seemed professional over the phone..
We had our dog, Sophie, stay at this Wag Hotel in Redwood City from 9/27 until 9/29. She is a small (10 lbs) dog. When we picked her up today she came out with injuries above her left eye (picture attached below). She is in pain and cries when we try to take a look at the injuries. We are going to take her to the vet as soon as possible. We asked two employees who were there and they said they only noticed the injuries today and they thought it wasn't a "big deal". They said it may have been from the feeding slot that has sharp edges but they couldn't explain it well and sounded like they were trying to come up with excuses. She could have been bit by another dog or something else. It is not acceptable that they didn't "notice" such noticeable big injuries and they didn't treat them nor reached out to us to let us know. We will never take our dog back to this location and based on what the vet finds we will be taking actions accordingly. It's been a few hours since we picked her up but we have not yet heard from the manager.
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