Very disappointing customer service.
Very disappointing customer service.
I had a tour booked that had been arranged over a week in advance, and I even took a day off work to attend. After several conversations beforehand about my dog's specific needs, I was looking forward to seeing the facilities.
Instead, I was contacted just 30 minutes before the appointment and told the tour could no longer go ahead because they were "too busy" and that they don't do tours during the summer. If that's their policy, it should have been made clear when the booking was made, not half an hour before I was due to arrive.
What made the experience even more frustrating was the complete lack of an apology or any attempt to rearrange the appointment. I was also told they had tried to contact me before the day, but I received no calls, emails or messages to support that claim.
I emailed to express my concerns and received no response. I then contacted them through Facebook, where instead of acknowledging the inconvenience or apologising, I was simply told they would ask the admin team for evidence that they had tried to contact me. The focus seemed to be on defending themselves rather than recognising the poor customer experience.
I can't comment on the care they provide because my dog never stayed there, but based on my experience with their communication and customer service, I wouldn't have confidence in using them.








