Pet Suites Pet Resort & Spa

"Thank you for your feedback [Removed Member name]. We apologize that your dog fell ill after his stay. As referenced, you did purchase our Health Policy during Hershey's stay at a total cost of $8/per stay. We actually indicate in all capital letters near where you initialed to elect the policy that any illness for which your pet may have been vaccinated will not be covered. Additionally, there is a separate area in the contract that discusses the fact that no amount of sanitation, cleaning or personalized attention can prevent a pet from contracting canine cough. It is always a possibility when your pet is in a social environment that he or she may contract a cold, whether that social environment is the dog park, a PetSmart retail establishment, or a daycare/boarding facility. Like children in a daycare, pups cannot communicate that they feel they might be coming down with something; additionally, they are really bad at covering their mouths during a sneeze or washing their "hands." We do maintain the highest standards with regards to cleanliness and cross contamination - disinfecting each room daily, washing playtime toys between pets, and even disinfecting our outdoor yards to name only a few of our processes. We advertise the ability to "tour anytime" as we are confident prospective clients will readily see our attention to cleanliness and care. Regardless, we do understand that it is inconvenient and expensive to return home from a vacation and have an ill pet. We apologize for this inconvenience and expense. Since we recognize that no client wants to face this type of issue upon their return home, we offer our clients up to $100 towards vet bills for canine cough. We believe this is a very client friendly approach considering that we advise that we will not cover these issues at all. As I'm sure your vet advised, there is no surefire way to prevent canine cough; in fact, even the vaccine is only about 80% effective and does not protect against all strains. Since the illness has a 5-7 day incubation and your pet was diagnosed several days after your checkout, my guess would be he was asymptomatic in our care. Had we noticed any issues with your pet we obviously would have mentioned these, we pride ourselves on being extremely transparent and communicate any unusual behaviors observed during each pet's stay at check out. You mention that Hershey was lethargic following his visit, but this is pretty typical behavior. There is obviously a level of activity at a pet resort that does not exist in a home environment; we like to say that a visit to PetSuites is like Spring Break in Panama Beach, fun - but not very relaxing. Regarding the feeding, we apologize for this issue. It is possible that we incorrectly measured the food during feeding. One common issue that does arise from time to time is that we use standard, 8oz measuring cups, and sometimes a client's "one cup," does not translate well to our 8 oz. standard. I know I personally use a logo cup that is probably 12 oz for my pup, and he is fed "one cup" a day. If I were to tell our team to feed my dog "one cup," they would be feeding him 4 oz. less than I actually feed him. Please feel free to bring your measuring cup from home in the future and that will allow us better accuracy. I hope this has helped to clarify some of your concerns. I know your husband also spoke to our Regional Manager last week in regards to these issues. It is our goal to exceed our clients, both two and four legged, expectations with each and every experience. We apologize that we fell short in this instance. We greatly appreciate your feedback as it helps us to improve our clients' experience moving forward. We hope that you will give us another chance to show you what makes PetSuites the leader of the pack."