PetSuites Gahanna

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• Adia
  May 5, 2023
  I want a refund!

  TLDR: I spent $815 for 5 nights and their stay was unacceptable and I want my money back! They overfed my dogs and forgot to give back their meds!

  This was my 5th time that I had my 2 dogs staying at this location, and this was the worst experience. I should've known that they would do a horrible job when they called me 30 minutes after dropping them off saying that they're unable to take Lola's harness off, because she kept growling at them. The staff told us that we need to come back to take it off or they couldn't keep her. We did offer to take off her harness while we were checking in, but they insisted on doing it themselves. And then they called us complaining that Lola won't let them take it off. Lola has stayed with them multiple times, and they knew that Lola is an anxious dog and they she's always shy on her first night. The staff was lucky that we were on a roadtrip, and not trying to fly. We would've been screwed over. So they decided to inconvience us when they should've just allowed us to remove the harness off of our own dog. Word of advice: if a pet parent offers to do something for you, LET THEM. They know their pet better than you!

  I should've just taken my dogs out at that moment, but we had to leave for a trip and didn't have any last minute options at that point.

  We checked them in on Saturday afternoon. On Wednesday morning, they texted us saying that Lola was out of food. And asked us if we'd like to have her eat the Purina they have on hand or DoorDash a pack of our preferred food. We always pack more than enough food whenever we board them. We planned for 8 nights, and we packed enough food for 9 days. So they had to have been overfeeding her. Why would you ask us how much they eat, and then overfeed them? We just said to give her Purina since we were six hours from home, and we didn't want to pay for DoorDash.

  On Thursday night, we picked up Coffee and Lola at 7pm after coming home from our trip a couple days early. I asked the staff member how did Lola run out of food in 5 days when she had enough for 9 days. The staff member had no idea. After we got Coffee and Lola back and we got their bag and paid, we were about to go home. But when I checked our bag for all of their toys, blankets, and medicine; Coffee's leftover food was missing along with his and Lola's prescription medication. I went in and told the staff that and they apologized, and took the meds from their safe and gave it back to me. I also asked where Coffee's leftover food is. And a staff member told me that, "If it's not in the bag, then he must've eaten it all." So they were overfeeding Coffee too. Again, we packed him with more than enough food, and we picked them up a couple days EARLY.

  This was the THIRD time that Petsuites has checked us out and forgot to give us back our stuff. The last couple times it was just a blanket and some toys. Forgetting to give us back prescription medicine is unacceptable.

  I felt that the staff was rushing to get us out of there even though pick up is until 8pm. I know that we were picking them up a couple days early, but that's no way to treat someone who's trusting you to take care of their family members. If you offer pick up times up to 8pm for the Silver and Gold package, don't get mad at us for utilizing it. And definitely take the time to make sure that your guests have all of their personal belongings.

  On our way home from Petsuites, we noticed that Coffee and Lola's blankets and harnesses were damp and smelled of urine. So they must have had an accident in their room and it got on their stuff. Petsuites staff didn't tell us about that. They just packed up their stuff and checked us out. We had to drive home with our dogs and car smelling like urine!

  I don't know if they're under new management or they're understaffed, but Coffee and Lola's stay at Petsuites Gahanna was unacceptable. I want a refund!

  Pictured is my text saying that Lola ran out of food. I don't have record of them asking us to take off Lola's harness, because that was a phone call.

• Wendy
  May 8, 2022
  Happy dog!

  This was our first experience with boarding and both us and our dog were nervous. The staff was very professional and kind, and made checking in so easy. Turns out our girl loved it there, was all smiles on the way home. Would definitely take her back in a heartbeat!

We dug up a dog picture at PetSuites Gahanna.

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