"We regret that Sammie’s otherwise outstanding stay here was spoiled by his appearance and/or odor when you picked him up. According to our internal reports, Sammie ate well, slept well and enjoyed his playtimes. Our Hotel Managers reported that Sammie did have multiple accidents in his suite over the course of his 10-day stay with us - and that’s okay! We cleaned him (and his suite) up after each incident, but he should have been scheduled for an additional courtesy bath before departing, as is our policy. For that, we are truly sorry! We go to great lengths to keep our guests (and their suites) as clean as possible during their stay - both for their comfort and health. We have been known to offer free bathing/grooming to guests who seem ‘less than fresh’ to their parents at pick up. A word to us at pick-up or a phone call once you got home would have at least provided us with the opportunity to try to satisfy you. We stand by our reputation of maintaining the cleanest, most sanitary pet care facility in Indianapolis. Our open door policy of “Facility Tours Any Time We’re Open” exists to assure pet parents that our high standards are constantly maintained. Dogs can get dirty - sometimes even stinky! - over the course of a 10-day stay with outdoor play, but we do try to send every guest home as clean and fresh as possible. We sincerely apologize for failing to provide Sammie with an additional courtesy bath before his departure."

"We hope Cooper is feeling better! We know how upsetting it is to see our pet in distress - we’re just so glad that he’s alright! When Cooper checked in, he was panting heavily and the Front Desk Attendant that handled his check in was told that this was normal and that he ‘doesn’t do well in the heat’. Mom told the Attendant that Cooper gets worked up and will calm down soon. Just after his mom left, another Attendant brought Cooper back up to the Front Desk because she was concerned about his jumping, barking and panting - she was told ‘his mom said this is normal’. Hotel staff were alerted and keeping close watch on him - this is how we quickly noticed when he soiled himself in his suite. Out staff sprang into action and immediately took Cooper to the bathing room to cool him down in room-temperature water according to our procedures. It was determined that Cooper needed veterinary care and that his owner should be notified immediately. Before the call could be made, the owner called us. We told her what was happening and what we were doing for Cooper to keep him stable until we could get him to a veterinarian. Mom arrived quickly - we had removed him from the cooling tub and placed him on the floor to finish cleaning him up. Understandably, mom wanted to take Cooper to the vet, however, if she had been unavailable (as most of our lodging guests’ owners usually are), our staff would have rushed Cooper to receive immediate emergency veterinarian care according to our procedures. It should also be noted that, while our staff are generally youthful and energetic, it is Barkefellers’ policy to employ only individuals over the age of 18. After our thorough investigation of this incident, including interviewing all staff involved and reviewing our procedures for dealing with suspected overheating, we are confident that our staff was able to identify the signs of possible overheating, took appropriate action and provided all of the services that were promised. It just so happened that Cooper’s mom called us - as the incident was occurring - and just before we were able to call and notify her of the situation. We hope that Cooper’s mom will come to appreciate the fact that the careful attention and quick reactions of our staff did result in Cooper’s treatment and positive outcome."

"We're so sorry to hear that your pet wasn't feeling well! We sure hope she's feeling better now! (Note: we do not use crates - we have spacious stainless steel / glass front enclosures for the comfort of our lodging guests!) Since kennel cough has an incubation period, it's not unusual for symptoms to develop several days after checking out. When a guest becomes noticeably ill while in our care, we are extremely proactive in notifying the pet's parents and getting veterinary care! We tried to track down the details of your pet's stay - to check notes and report cards - but we can't find your name in our client database. Did you book your pet's stay under a different name? Since we have no dates or contact information for you, we cannot research your pet’s stay or contact you as we normally would try to do. We encourage you to contact us directly - by phone, in person or by email - and allow us the opportunity to try to resolve your disappointment."