PetSmart

Reviews 4

ER

Ernesto Raya

Pets Hotel Review Only - We had our dog trained at this location before and it was a great experience. We recently boarded him here for the first time however, and I wish I could say the same about the Pets Hotel. I decided to board him here because its close to home and they offered a free night for being a first time Pets Hotel customer. I made, or at least thought I had made, the reservation a month in advance. I made this reservation in person, since I happened to be driving by. A young gentleman started helping me but then he had to take a call and had another lady finish the rest of the reservation. We went over everything: dates, day camp, feeding times and amounts, and even the brand of food my dog eats. Everything was set and I was to fax over the vaccinations record later on, so they gave me a business card with all the information. The following week I faxed said record and the fax machine showed "successful delivery." I called the next day to make sure that they had in fact received it. They said no. I faxed it again. Called once more and they said no. I verified the fax number that was on the card and they said it had to be faxed to a different number and didnt know why I was given that one. I then faxed it to the new number but the fax showed as "unsuccessful." I decided not to mess around with the fax anymore and just drop it off next week when Id be free. When I went there, they told me that NO RESERVATION had been made. I was shocked to hear this because I was there in person making it. They said they didnt know why it didnt save in their system and so I had to make a new one. So I finally dropped of my dog for a six night stay w/ doggy day camp. I forgot to bring his toys so I had to come back later the same day to drop them off. I called almost everyday to check on him and was told that he was doing great: eating, potty, and playing with others. When I picked him up, I was again told that everything had been great. I asked about the toys and they said there were no toys. I explained to them how I had dropped them off and someone went to look for them. They were still in the same bag and didnt look like one of them was used at all. As Im walking to the car with him I noticed that his eyes were very red, and hes constantly sneezing. On the drive home I noticed that hes wheezing as well and had a runny nose. Upon getting home I called the Pets Hotel to 1) ask if they had noticed this because he looked BAD and 2) let them know so that other pets that may have been exposed could be taken care of. A manager called me back a few minutes later and insisted that they had not noticed anything wrong with him and that the guy that dropped him off with me said that the dog was perfectly fine when they gave him to me. Therefore it could probably just be seasonal allergies. I told her that he doesnt get those but that Id keep an eye on him and again, just wanted to make sure that they were aware. So it turns out the dog was in fact sick. He continued with the runny nose, sneezing, coughing, wheezing, lack of energy (slept the whole time), and lack of appetite, which is very unlike him. Hes been treated and is now doing much better. My low rating for the Pets Hotel isnt because my dog got sick while there. Its because there is no way that his symptoms started so suddenly and aggressively within the thirty seconds it took me to grab him and head to the car. This was overlooked by the staff and it was pretty darn hard to miss. The whole time I was under the impression that he was doing great. Maybe his symptoms started towards the end of the stay, who knows, but to still claim that when he was handed to me he was fine is a bit of a stretch. Also, the issues with the missing reservation, and the faxes arent exactly appealing for someone to want to return. The free night wasnt worth the vet fees, and the the troubles. I certainly will not board my dog here again, Im sure this doesnt happen all the time but it happened to me and once is enough.

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DA

Dawn Friend

This review is for the Petshotel only. Petshotel is the only place my 15 year old dog has ever been boarded. She is familiar with them and in the past we have had good experiences. This past Thanksgiving she and my daughters dog were to be boarded for 7 nights. On the day before Thanksgiving we got a call to let us know one of my dogs many "lumps" had started to bleed; we OKd the cost of the visit to Banfield, who is her normal vet. The vet at Banfield treated the lump by her ear and put a cone on her head. Shortly after, we received another call from the Petshotel stating that we must come and pick up our dog because she cant be boarded with a cone. We suggest taking the cone off and the answer was "no" because the vet put it on. We were half way across the country at 6:00 PM on the day before Thanksgiving. Our emergency contact was 2 hours away. I was told I must get the dog in the next 3 hours. Candace, the Petshotel manager in charge commented at one point that she "didnt want to be bothered at 2 AM because your (my) dog is bleeding again". I was able to find a space at another boarder (they had a cancellation fortunately) and a friend (who dropped Thanksgiving prep) to pick her up and move her to her new lodgings. I have never dealt with anyone quite as rude as Candace. She was clearly only interested in the inconvenience my dog would cause her over the holidays. Later, when I picked up my daughters dog, we found that he had not been given his canned food or treats and his toys and blanket were missing. Petshotel eventually found the toys, but offered no explanation why all of the food and treats were in the bag even though the instructions clearly indicated the time of day for each. That was the last time either of these dogs will visit the Petshotel in Orland Hills.

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HA

ha mam

They give great haircuts. But heres my story, I dropped my dog off for grooming and he has been going here for so long. It took them 6 hours before I could pick him up. After 5 hours I called and they told me "He was being aggressive and wouldnt let me trim his face". We asked them to let a specific person who always does his haircuts to groom him. He let her. I am annoyed that it took this long and they should be used to dogs being aggressive. Whenever he goes there a few days later he comes back with a few bumps I assume from the razors or whatever they use. Nice haircuts but this grooming could use some work.

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KE

Kevin Koester

Staff is absolutely great! No complaints with the people. Wish PetsHotel wasnt so costly, but I had trouble finding other options for boarding our cat. But at least there is a hotel here--it would be far more convenient to have one at the Countryside location. Over this past winter, our cat caught a cold during her stay. She got so sick that she wouldnt eat--had to shut her in the bathroom with a humidifier for a few days, and what a bloody, snotty mess she left from her sneezes to clean up. But I guess everybody gets sick once in a while. Thanks for offering the service.

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