Wag Hotels Santa Clara, California

I took my pup in for his first grooming session and he looked amazingly beautiful when I picked him up. I am so pleased. Thanks, Wag SC.

My dog had a last minute accident and they cleaned up his paws before bringing him to me he enjoyed his stay and the customer service was excellent.

Friendly staff and lots cut my dog to do, but expensive.

Previously I have boarded my dog and had him groomed here. Grooming was always quality— but it was really hard to get anyone to answer the phone to confirm the appointment time. Even though they tell you to use the app, it doesn’t let you pick an appointment time for grooming. Boarding used to be great but I would give specific requests for his boarding and then look at the video in my pup’s room and see they weren’t being met (i.e. my dog wouldn’t have a blanket, wasn’t get a nighttime snack as included etc). When I would call, nobody would answer, or I would get a call back 3 days later. Additionally, communication is not clear between the staff. I would talk to someone finally after multiple unreturned calls and then they acted like all of my requests were a surprise as if someone didn’t take them down in detail at check-in. I was paying a lot of money with the hope a team of people were communicating about the needs of my pet, whom I entrusted to their care. However, given my poor experience, I doubt this was the case. All of this just concerned me to the point where I dropped them completely for any services.

We’ve visited Wag Hotel Santa Clara several times to get our dog groomed. We love it, and, most importantly, our dog enjoys it. Our dog is less than twenty pounds, and we were always charged the price for size “S” (small) dogs. The last time we visited, we were charged for an “XL+” dog, bringing our bill up to nearly $150. The staff that we spoke to claimed that they charge “by breed.” That’s not consistent with our prior experience -- all of our prior receipts list his breed correctly and show him as size “S.” Also, calling our dog’s breed “XL+” is pretty far off. We enjoy bringing our dog to Wag Hotel Santa Clara, but we're concerned about customer relations.

I love taking my pet here, and he absolutely loves it as well (whimpers and screams as we’re pulling up to the building lol). While on vacation or away, I feel completely at ease, knowing my boy is receiving great care at wag. This means the world to me, considering my doggo means the world to me ❤️ 1000% recommend Wag Hotels!

The woman Christine at the desk was super welcoming and answered all our many many concerns. Helped to calm all our concerns as first time patrons.

Best boarding service we have found!

Wag Hotels is the absolute best. We have used other boarding locations in the bay (specifically in Hayward), and wag is by far the most attentive, and has the best infrastructure to allow owners to keep informed on their pet’s stay. 100/10 would recommend.

Wag is good for the price. Our dog seemed to have a good time

The worst. I use the app. The app seems to not be able to download my vaccines for my dog, yet I'm able to make a reservation. I try multiple times to send them her record only for them to fake accept it. I call to confirm. She said she has no room for the day I out the reservation and cancels. Horrible customer service. I will not be using again. Thanks for helping me save my money though! It's better in my pocket anyhow :)

The drop off and pick up was easy, which I liked. The one issue I had was during pick up I never received any sort of feedback as to how my dog did. I asked how he was and the reply was that he was a little shy during social time. Maybe a little more information would put me at ease to bring him again. I don't require anything formal but just a little info would be nice.

The staff at the corporate level were really helpful when booking a stay for our two dogs over the 4th of July weekend. The app was useless when trying to book them, so we had to call instead. Drop off and pick up were really simple (except for the lack of signs as to where to enter the drop-off area for this location). However, our dogs developed kennel cough shortly after their stay. We cannot be sure if they got the kennel cough here, but it is at this point the most likely point of contact. One of our dogs smelled of urine after 4 days of boarding which makes me question the attention our dogs got here.

I have taken my dog here countless times and spent hundreds upon hundreds of dollars. Go for a reservation that I made in advance, that according to our email records was not rejected or waitlisted, to be told they're completely full except for doggy daycare -- but I couldn't do that either because I was 15 min past drop off. I explained that I am leaving to see a family member who is having a major procedure and live hours away and they didn't care. Now I can't see them. Oh and my dog has caught kennel cough here before so be careful. Edit: the response is he needs special care, he only needs that because I requested after he got kennel cough. He doesn't have any special needs and is completely vaccinated and neutered

I called to make a reservation to drop my dogs off for the weekend after struggling with the app and website for an hour. They do not make it easy to book over the phone either, lots of pressure to use their buggy app. When I went to drop them off the folks at wag didn’t have an open room. Apparently the person I spoke with on the phone mixed up my reservation and scheduled the drop off a day later. I almost missed my flight while I waited for them to try to figure things out. Luckily I had a friend that could watch my dogs for me in an emergency. After reading other reviews it looks like this is pretty common for this location.

Overall a poor experience. This review would have been one star, had it not been for my conversation with this location's manager (Christen) who listened to my concerns and alleviated them. I want to be clear that the failings of this business, I believe predominately stem from a poor corporate oversight of the facility. The on-site staff were relatively friendly, and I believe they do care about the animals. This service is expensive and the cost of it has warranted a longer review. Context: - We boarded our dog for 7 nights, with "Special care" provisions. - Our dog is older, 13, and requires special care. - We left instructions with this location to provide that care. - Used the video service (Petzi) to monitor our dog. - Noticed after the first day that our dog had urinated in his room and attempted to bury it, causing urine to mat his facial hair. Key Issues: - Communication with the Santa Clara location was non-existent. My partner and I attempted to call 6 times over 3 days at multiple times of day. Not once was the phone answered. The answering machine was also full every time. - We emailed Wag corporate and did not receive a response (still waiting after 5 days) - Instructions for use of pee-pads were not followed. - It was unclear to us when our dog was receiving "Special care," for example we were never informed if he was receiving his daily medication. - The "Wag" app was relatively useless. The "Petzi" app which allows you to monitor your animal was okay, but it was unclear to me why it was separate from the wag app. -------- Improvement areas: - Wag (Corporate) needs to create a consistent and clear roles & responsibilities delineation between the staff on-site and their corporate offices. When we call a hotel, pay extra for special care, we expect someone to pick up the phone and address our concerns. Wag Customer service is either understaffed or undertrained and they have attempted to put their on-ground staff in charge of both care of animals and their owners. This seems like a serious oversight and should be addressed from the top down. Do not make it the responsibility of on-site staff to handle all the issues. - Send notifications via the "Wag App" to owners when their pets are receiving special care. A simple notification push to my phone telling me that my dog had received his medicine for the day would have alleviated my concerns. - Send pictures of our animals to us daily. Not every 3 days as is the current policy. --- I do not want to receive a response from Wag corporate to this comment, I want you to fix your customer service and fundamentally change the way that you manage customer expectations, communications, staff training and the use of your app. Pay your people, train them, and learn from these reviews.

Dropped off our two dogs here for overnight boarding. They sent us a picture update in the afternoon from the app before we even started worrying about our fur babies.

Awesome place between the beach and town. Friendly staff very clean and well maintained property. We will be back

Been doing great since my last review. Cameras still need work! Employees are very nice!

Will not be coming back to Wag Hotel. As others have mentioned in some of the reviews, they do not take the dogs outside at all during the day. We dropped our dog off at about 7:30am and picked her up at 7pm, and all day the dogs are just in the one room walking around without being taken out at all. I wasn’t aware of this before hand because I didn’t look into the reviews as much as I should have. I just kind of assumed they would take the dogs outside every once in awhile to play and go to the bathroom. I was wrong. I asked about it when I picked my dog up and the lady at the front desk just said “if they happen to go on the floor, it gets cleaned up right away”. Well that’s great and all, but to me it just seems like you are teaching the dogs that it’s okay to go to the bathroom indoors. I understand that their floors are cleaned with a Zamboni and the material is more sanitary than fake grass and other materials. That’s fine and dandy but it just doesn’t seem right that the dogs are never taken out. It’s teaching bad habits in my opinion. Also, I watched the cameras quite frequently throughout the day and the workers don’t really seem too enthusiastic to be there. They just kind of walk around, giving the dogs pets every once in awhile and that’s about it. A lot of the dogs just lay around in the corners and are not pet or given attention all day. I guess I just expected more when you are paying good money to take them to a daycare. The rooms are full of a ton of dogs and only one worker, and the playtime during the middle of the day consisted of some toys just being thrown down on the floor and the worker having a rope toy and just kind of waving it around as she walked, not even interacting with the dogs. Most of the dogs didn’t even play with the toys and they are only offered for a little while. I guess that was the scent work, obstacle course, and scavenger hunt that they claimed was happening that day? Just doesn’t seem to be ran very well and I just don’t understand how people pay so much for their dogs to come there, and for what? To just be in a room all day with some other dogs, hardly be paid attention to because the worker has 30 dogs to watch all at the same time and is too busy constantly cleaning up messes on the floor because the dogs aren’t offered potty breaks for 12 hours? Nope it’s just “oh yeah if they happen to go on the floor it’s cleaned up right away”. Doesn’t seem right to me and I won’t be coming back, but that’s just my personal opinion. I’d expect more from daycare personally.

We’ve been going to Wag for a few months now after my previous daycare shut down during the pandemic and I’m very happy with my experience there. My dog gets excited when we pull up and he comes home tired! The staff (such as Yarely) go above and beyond my expectations, and the pickup/drop-off process is fairly organized.

If I can give zero stars I would. My sister left both her pups Ziggy & Luna there during a trip & it was the worst mistake ever. Both of them developed a severe cough/cold there & Luna looks like she got hit or bit by another dog. Aside from them getting sick Luna has been in so much pain & limping ever since. It’s been a trip to the ER & two vet visits since & it’s only been a week, so stressful.

Disappointed by the lack of transparency in their pricing and services offered. Having such a rigid structure that doesn’t cater to the needs/wants. Unfortunately, this was our only option given our needs.

Disappointed overall with how this experience ended. Had been expecting more based on the pricing paid. Pick up and drop off we’re very simple and easy to navigate which was good. My pup had all up to date vaccinations, clean and healthy overall. On the 3rd day she was there (and pick up day), I was informed at pick up that for the first time that morning they had found TAPE WORMS in her feces (She had never had this before and had been de wormed rather recent. I always check her feces before drop off and everything was normal). Meaning that while she was there she picked this up, which is very disappointing and frankly disturbing this had to even be a worry. She also smelt rather bad (Given I kind of expected this), although I did give her a bath the day before drop off and did not expect it to be that bad. I have already scheduled an appointment at the vet. Usually these places are hit or miss. For me was on the short end of the stick. Overall, I more than likely won’t be back ????????

Tbey were great during check-in even though they had a line forming. They were calm and collected our two puppies well. They have been great to deal with so far and the cams are awesome to keep up with the pups while we're out. The staff gives them some lpve while they're playing which I know makes my pups very happy.

Wonderful staff,great 1st time for my pup! Would highly recommend!

I have used Wag’s services 3 times for my now 1 year old maltipoo, with mixed results. The first was for boarding for 5 days and a grooming session before pickup. I was anxious about leaving her for the first time, and was grateful they permitted a COVID-safe tour of their facilities before her stay. When I dropped off the young lady helping with her intake offered to send me pictures. I was surprised but grateful! No pictures ever came, but I knew that wasn’t a normal service they provide. When I picked her up she was happy, healthy, and her grooming was perfect! Second experience was for grooming only with the same groomer, Elena. She made suggestions for her cut and we loved the longer look so much that we decided to keep growing out her hair. Third experience was again for grooming. Elena wasn’t available but we were okay with trying someone new out. We said we wanted the same cut she had currently, but just to trim the top of her head a bit shorter and trim the rest up. What we got is a shave, to include even the plume of her tail! She looks like a completely different dog, even freaked out when she saw her reflection ???????? It is January and the poor girl is freezing. On top of that I ended up needing to call when my husband hadn’t gotten the pickup call 5 hours after the start of her appointment. They said they called my number and left a voicemail, but they must have misdialed. So disappointed, but now we know to stick with Elena and not accept alternatives. I will likely still use their services, but will keep a watchful eye out.

Best place to board your dog.

Bad experience! As I was comparing regular and deluxe rooms, I found there was no special care option for deluxe so that I thought that must been included. At checkout, I was charged with two-day special care fee even though my dogs stayed one night. I was never informed of the special care for my unfixed puppy. Not over the phone, not at checkin. Every time I check the webcam, my dogs were left in the room. I’m not sure what they the actual special care is. I was expecting them to be in the play room more. One of my dogs was shaking at pickup. He did not seem to like the place at all.

Dropped off our 5 month old puppy who was not yet neutered for two days. Unfortunately, they didn't allow him into the play area and kept him in the room all day as he wasn't neutered. Because of covid-19, they didn't allow any of his personal items in his room as well. Our puppy was so stressed, cried all day and had lost his voice when we picked him up. They should have notified us that he won't be allowed in the play area when we called in to make the reservation. I don't see any mention of it in their websites.