Dulles Gateway Pet Retreat / Pender Pet Retreat

"Thank You for your review, I am so glad to see your senior dog does so well at the Pet Retreat, and of course, our medical staff at Pender Vet is always available is needed. Regards, Helen M., Pender Vet.Centre"

"Thanks for your review, Our facility has been upgraded a few times over the years, with a medical facility included. Your dog accepted our staff for his care, while you were away. All in all, a good result, a happy dog returned to his family. Regards, Helen M., Pender Vet. Centre"

"Thanks for your review, I am glad your dog enjoys the Pampered Pup activities, that's what they are for. Cameras in every area will have to wait until technology is less expensive, cameras are a pricey extra. Sorry your pup was dragged, usually dogs are so accustomed to the leash, they just follow along. Naturally a smaller dog may be used to being carried. Please tell the staff what you and your pet prefer, so we can make him happy while you are away. Regards, Helen M., Pender Vet. them up"

"Thanks for your review. Our canine guests are so charming, their reports are always good, wish I could say that about my report card days!! Regards, Helen M., Pender V et. Centre."

"Thank you for your review, We are so glad to hear when one of our boarders are happy with the "Spa" care they get at Pender. Most dogs appreciate a change of scene and activity, a vacation for them as well as you. Regards, Helen M., Pender Vet."

"Thanks for your review. Sorry if you had to wait, We do get extra busy this time of the year and try to treat our owners as well as we treat their pets. Still working on that. Regards, Helen M., Pender Vet. Centre"

"Thanks for your review, when a dog is glad to greet his caretakers, we know we are doing a good job Dogs would always rather be with "Mom & Dad" at home, but we can provide a happy playground for visits, and they probably don't even know it's healthy.! Regards, Helen M., PenderVet."

"Thanks for your review, We do work on keeping the place fresh and clean, but spending time with the pets is what we do best. Sorry about the expense, it's important to have a great staff, and the latest gadgets/tools to do a great job, and that costs lots. Regards, Helen M., Pender Vet.Centre."

"Thanks for your review, We love to hear dogs think of us as a play date, we do take care of them, but we also just plain like your pets. Regards, Helen M., Pender Vet. Centre."

"Thanks for your review, you really do know your dogs, but I have to admit the new building versus the old would not have occurred to me as a source of stress. Obviously the new building was not the "usual" your pet expected, glad the staff understood. (Maybe some of them were having trouble getting used to the new building!). So much for the latest equipment available! Regards, Helen M., Pender Vet."

"Thanks for your review, Check out times are always a nuisance, but are necessary at any business, We will continue to take good care of your pet until you do arrive, no matter what happens to delay you. Regards, Helen M., Pender Vet."

"Thanks for your review, This county is expensive, I am always surprised to find meals and entertainment so affordable out of town. At Pender, we explain costs and procedures, so our pet owners can decide what's the best way to go. I am glad your pet is doing well. Regards, Helen Mielo"

"Hello Ms. [member name removed], I am sorry for the confusion our “Request a Reservation” option on our website may have caused you . I have called you several times to explain the process, but I have only been able to leave messages on your voicemail. When clients select the “Request a Reservation” option, the system goes ahead and books a reservation, accepts a deposit for the reservation and sends an email confirmation to the clients regarding the reservation. The great news is that we have everything set up for Grant to join us later this month. If you would like us to resend the email confirmation or if you have made other plans and need us to refund your card, please just give us a call at your convenience and we will take care of this immediately. Thank you, Angela Johnson 703-631-9590"

"Dear [member name removed], Our goal is always to provide our boarding guests with the very best care. We are sorry that we underperformed while [member name removed] was staying with us. We have become an award winning pet retreat over the past 34 years by always placing a high value on client feedback and incorporating recommendations into our standards and training regimens. Mike, our Pet Retreat Manager attempted to call you to discuss your concerns but was only successful in reaching your voicemail. Please be assured that [member name removed] did receive her special diet, as you directed, both in the mornings and evenings. In addition, we posted a note on the outside of her Suite that [member name removed] has food allergies, so no one would feed her anything outside of what you brought for her. We did notice that on one occasion, one of our assistants cleaned out [member name removed] right ear, rather than her left. It was a mistake and this employee was counseled on being more thorough in following directions. Cleanliness is a high priority at our retreat, which is why we scrub the walls and floors and hose out each boarding area, rather than using a mop for cleaning. We use a squeegee and towel to dry out each suite before letting dogs back inside. There was a small amount of water in the corner of [member name removed] suite when you picked her up, which was caused by cleaning the Suite behind hers. When we built the suite that housed [member name removed] there was a flaw in the design of the walls that allowed water to seep in from an adjacent suite during cleaning. We originally thought we sealed this flaw permanently but our fix did not do the trick. Workers are scheduled this week to permanently seal this flaw so it won’t happen again. Our boarding guests in the Executive Suites go outside on our 6 wooded acres at least seven times a day, sometimes more. Outside activities start very early in the morning with potty breaks, continue throughout the day with playschools, hikes and more potty breaks, and end with a late night potty break before bedtime. We also have someone on staff throughout the night 7 days/week, so our guests always have someone keeping an eye on them. Our cameras show real time videos, so unless someone is watching the camera all the time, they may not see all of the activities our guests receive. We spoke with you on numerous occasions throughout [membre name removed] visit and responded to each of your requests. For example, each time you requested we remove and put on [member name removed] e-collar, we immediately followed through per your instructions. Regarding the appearance of the gentleman you spoke of, those clients who work with him know him to be a kind, caring, and compassionate individual towards people and animals. He has been with our retreat for 8 years and has successfully taken on increasing levels of responsibility. He enjoys his job, loves our clients and their animals, and is an asset to our company. We all care very deeply for our boarding guests and we enjoyed having [member name removed] stay with us. If you’d like to discuss her stay further please don’t hesitate to call me at your convenience. Sincerely, Angela Johnson Business Manager"

"I am very sorry and surprised you could not reach us, we pride ourselves on being available 24/7. Our staff carry phones wherever they are in the facility. We haven't had any outages or equipment failure, so we can't explain it. Even if Pender Pet Retreat was down, you could always try Pender Veterinary Centre for information, and a call back. I apologize for the inconvenience, I know we have any service for pets you may need, boarding, care, travel, emergency medical care, and plenty of TLC. Regards, Helen M. Pender vet."

"Thanks for your review, The very best way to enjoy a vacation knowing the dog is happy at "camp". No worries! Great News! Regards, Helen M. Pender Vet."

"Thanks for your review, We love hearing your dog loves to play with our staff (talk about an easy day at the office!), but we do have a clinic there, and even a staff expert in pets traveling out of the country if you ever need that. Regards, Helen M., Pender Vet."

"Thanks for your review, We love to hear you and your dogs were comfortable in our care. We look forward to seeing you again. Regards, Helen M. Pender Vet."

"Thanks for your review, The photos and progress reports are reassuring, or you could just ask the dogs, they will let you know how the feel, won't they! Regards, Helen M. Pender vet."