Careless, incompetent staff

I have used royal pets for boarding my dog for 2 years. In the last 6 months I’ve noticed the service going down hill but continued to use royal pets since I felt my dog was still being well cared for. Many times when I call, I need to call several times before the hotel staff answers the phone. On our most recent trip, I brought in proof of my girls bordatella vaccine and let them know that she would not be getting it during her stay as I had gotten it done with her vet a few days prior. They person checking her in took the proof of vaccination and scanned it in. When I picked her up 2 days later I was charged for the Bordatella vaccine. It turns out that they gave my dog the vaccine anyway. I have a dog with severe allergies which is why I decided to have her vaccine done at her normal vet. They removed the charge for the vaccine and an additional $30 or so. The manager never came to apologize or speak to me directly. The excuse I was given by the associate helping me was that it was a busy morning.. when I dropped my dog off at 7am we were the only ones in the store. Needless to say this was complete incompetence on the hotel and veterinary staff. I will be finding somewhere else for my dog to stay in the future.

Oct. 19, 2022