Hi [redacted] , I want to start off by saying that we appreciate your feedback in regards to [redacted] falling ill after bringing him in. We loved having [redacted] stay with us and we were truly saddened by the news of his passing. There are some things I think are important to discuss about an open,... cage-free environment like Wagtime. We pride ourselves on providing a safe and clean environment for everyone. Our boarding facilities are maintained using state of the art sanitation equipment. We do a deep clean of the daycare three times a day, while having our daycare attendants (who are in the room 24/7) spot clean throughout the day with pet safe cleaners. In addition to a strict cleaning protocol implemented by our owners, we also do a thorough check of the dogs in our care both when they arrive and depart. While we do maintain and continuously clean our facilities, it is not uncommon that a dog can come down with something. Older dogs, like ***, tend to have a weaker immune system making it easier to contract things like infections or Kennel Cough. Some dogs are also more susceptible to illness when they aren't regularly exposed to the different germs that every dog in the facility has. The exact reason that [redacted] fell ill is unclear, but what we do know is that different types and strains of germs develop every day. While we do require and can verify that all of our dogs are up to date on their vaccinations, there are still inherent risks that come with boarding at an open facility like Wagtime. We generally waive liability for illnesses and injuries; which is why we don't usually issue refunds for situations like these. If you could provide us with the email from the owner approving your refund I would be more than happy to take care of it for you.
Hi [redacted] , I want to start off by saying that we appreciate your feedback in regards to [redacted] falling ill after bringing him in. We loved having [redacted] stay with us and we were truly saddened by the news of his passing. There are some things I think are important to discuss about an open,... cage-free environment like Wagtime. We pride ourselves on providing a safe and clean environment for everyone. Our boarding facilities are maintained using state of the art sanitation equipment. We do a deep clean of the daycare three times a day, while having our daycare attendants (who are in the room 24/7) spot clean throughout the day with pet safe cleaners. In addition to a strict cleaning protocol implemented by our owners, we also do a thorough check of the dogs in our care both when they arrive and depart. While we do maintain and continuously clean our facilities, it is not uncommon that a dog can come down with something. Older dogs, like ***, tend to have a weaker immune system making it easier to contract things like infections or Kennel Cough. Some dogs are also more susceptible to illness when they aren't regularly exposed to the different germs that every dog in the facility has. The exact reason that [redacted] fell ill is unclear, but what we do know is that different types and strains of germs develop every day. While we do require and can verify that all of our dogs are up to date on their vaccinations, there are still inherent risks that come with boarding at an open facility like Wagtime. We generally waive liability for illnesses and injuries; which is why we don't usually issue refunds for situations like these. If you could provide us with the email from the owner approving your refund I would be more than happy to take care of it for you.