Sleep Rover Doggie Hotel & Daycare

It was good until it wasn't. After years of going to Sleep Rover with 3 dogs in total, we ran into a few issues. First, my pup was bleeding, raw and had scratched nipples after a grooming. After calling my vet, I inquired and sent pictures to SR given my pup was in distress. Joyce responded, not the groomer, whose name I don't even know, have never met and have never seen any information about on their website, by emailing me, stating that it must be from the grass or irritants in the air or that my dog must have scratched herself. She took no accountability. Second, was an unfiltered negative comment about a certain medication that my dog was on that was prescribed by an allergy specialist. Third, was my dog being kept in a private room for over an hour by herself because Karin said she needed "space". Not that I have an issue with my dog needing space, it's the accusation from Joyce that she doesn't isolate the dogs. I was specifically told she was isolated. Fourth, my (2) dogs are more "people" dogs than "dog" dogs even though they have been to SR MULTIPLE times for years as I travel often. I rarely see my pups on the Instagram stories partially because they are shy and don't like cameras in their face but also because you often only see the dogs who are playing and who are the life of the party (or because the camera moves way too fast and you can't see anything anyways). When I receive the report cards, they are "cute" but tell very little of how they actually are. I've asked the ladies at the front what does "being so silly" on the report cards mean? How did they do? Did they make any friends? I am told they don't know so it's quite frustrating to feel like I know nothing of the stay at SR. This also worried me because when I went to pick up my pups a few months ago, the girl at the front said she forgot to notify me, but my one pup vomited in her crate. She took pictures and sent them to me after I was already home. The energy is, hurry and pay, get your dogs and go! Joyce told me in our last communication that I needed to bring my dogs in at least once a week as that was the reason they were shy as well as because that was their new policy as of 2020 in order to be approved for overnights. The email that all members received was for once a month - not a week - it also states once a month on their website. I travel often enough that a weekly drop off is not a reasonable ask IMO, so some months, it's just not feasible. I have also spent tens of thousands of dollars at SR. It has never been brought up to me that their current stays were still not enough. Fifth, my one dog came home in December with a missing paw nail! It was very raw and before contacting SR I searched my car to see if it had happened on the way home. There was zero evidence of this, so I called and sent pictures to SR to see if they knew anything about it. They had no information, so I considered it a freak accident. Sixth, was this last week I came home from a vacation and the amount of food and treats left over was way too much especially given they recorded that they ate all their meals. I always leave an extra day of food just in case and I also leave their own "1 cup" food scoop in with their food. Joyce told me that they instead use a basic one cup measuring utensil that when measured against my scoop, is missing almost half a cup for each feeding. This has happened a few times but is often inconsistent. She also just told me that in my dogs notes it says to NOT give my one of my dogs treats and my other one may only receive two treats. What human on earth would ever say to not give their dog treats? The only note that should be in there is that she can't have chicken. So, if there was a treat with chicken then that would apply. I have spoken to the girls at the front often about giving them treats especially after their meals because we call it their dessert and it's something they have come to expect. The treats are the tiny, dried beef and so for two big dogs, two would be an absolute joke - and zero-unfathomable. The last item I will mention, is Joyce had the AUDACICTY to say that my complaints are without merit. I have proof, pictures and all the receipts to validate my concerns. I have never accused, or blamed any of the staff of anything but I do have the right to inquire about the safety and wellbeing of my dogs. I'm not saying Joyce is a bad person or doesn't love or take care of the dogs at SR, but I am saying she has never once taken accountability or apologized for anything that I have brought to her attention. She is extremely defensive, and I believe has failed my dogs. This is just my experience but after her accusations that my concerns were without merit, there was no way I was going to let these issues not come to light. My dogs are everything and I trusted SR. Trust is completely broken, and I will be taking my pups elsewhere.