I have to agree with Nicksr1200rt's review. I have been a customer for 3 years, but my last visit this March will be my last. Their service is at best inconsistent and at worse negligent.
For starters, I used their online RSVP form which sent me a confirmation of my dog's stay. When I called the day before just to confirm, sure enough, there was no record in their system of my reservation. The woman I spoke to this day was lovely and helpful. She assured me that my older JRT could use his muzzle, which I explained is the only thing that relaxes him once he starts barking out of nervousness and which the kennel was bound to make him feel.
When I arrived for drop off, however, the director returned my muzzle telling me they wouldn't use it. I re-explained my dog's need for it, and he REFUSED! He didn't even consider that I know my dog! I also had to ask 3 times for the dog toy that my dog selected to purchase please be included in his room, but I never saw it go back with him. (However, it was returned to me upon pickup, stained with feces.)
After 5 days at the kennel, I picked up my dog. The female attendant at the counter this day was aloof and somewhat rude. I asked about a $5 charge, which no one had told me to expect. No customer likes that! I was told all customers are charged that fee. Then they need to be informed about it in advance!
But what upset me most was that my dog, as expected, barked the entire 5 days. He had 2 abscesses on both sides of his lips from the constant rubbing of his teeth on that soft skin. I showed the girl who brought me my dog, but she just said to keep an eye on it. No one had noticed this. My dog was weak and completely hoarse. He didn't regain use of his vocal cords for 4 days. I was livid! There is no excuse for my dog to have experienced this when I specifically told them how to calm him down and what he required. With his muzzle, he relaxes and takes a nap, and that at least reduces the physical stress on his vocal cords and lips.
To add insult to injury, I forgot to leave his leash in the car, and at pickup I needed to use one of theirs, which they asked me to return. For a $200 stay, I think they might let me keep a cheap leash, or at least have complimentary rope ones. I drove back the next day to return it, adding more expense to my dog's stay.
I am searching for a new boarder now. And these review boards shouldn't be stalked by Holiday House employees and the owner who seem to comment or post a favorable review in opposition to the upset customers. They need to allow us to voice our concerns to the general public, and then change their customer care, which has deteriorated rapidly, in my opinion. To review readers, please listen to those customers who take the time to tell their stories. We're not out to make up tales and bash a business. These are real experiences, and we hope to prevent a bad one for you. Holiday House used to be a great place for my dog and the only place I would use (I used to tell others about it too), but after this time, there's no way I would send my pet back. It's just too inconsistent of service and comes at the expense of a member of my family.
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