Good post and the reason why I think it's a good post is because i do think it's important to question where you leave your pets and your children as it's a big trust issue that needs to be considered AND being a pet owner myself and knowing the anxiety I have about ensuring my pets are being cared for, I fully understand it.
Before I continue, I should mention that I'm the Glenn that oversees the operation for Pet resorts Australia, both Dural and Terrigal and like all business's we do our best to get it right to the best of our abilities, however there will always be pets that are not perfect candidates to stay in kennels, just as there are some children who don't cope well at day care. Most of the kids will run off and play while some will stress and cry for their parents.
Having said that 99% of the pets who stay with us have a great time and go home with the same happy attitude they arrived with. We have made mistakes in the past and probably will in the future (hopefully not) but we are always willing to work through the mistakes and learn from them while maintaining an honest, transparent relationship with the owners. Any facility that pretends they don't have the occasional hiccup is being less than honest and having worked in the industry for 21 years I have pretty good knowledge of whats going on and I pay attention when people speak to me.
Some of the online comments may be justified by former disappointed clients but we also feel that most are staged which is very easy to do. the reason we feel this is because we have taken the due diligence to attempt to look for and contact these people in the hope that we could satisfy their concern and listen to their grievance.
We are transparent about our operation and always working at getting better at what we do, in fact our staff demand it. We had a visit from the RSPCA a while ago with a report that we were doping dogs to keep them quiet. I laughed and told the inspector to take his time and go look at all the dogs and then tell me what he thought. I also said if he found any dog that even looked suspiciously intoxicated then we would pay an independent vet to do a blood test and give the report directly to the RSPCA. He was there for several hours looking through the facility and how we store and supply medication. He then shook my hand, congratulated Pet resorts for having a happy environment for the dogs, appologised for wasting my time and went on his way. In addition, i did tell him he was welcome to call anytime if he wished to as we have nothing to hide.
Our staff are all avid Pet lovers and that's why they turn up to work. Pet care at our level is hard dirty work but they love the animals so much they are passionate about it and do their best to ensure their stays are enjoyable and as stress free as possible. We have great people at Pet resorts and I'm very proud of them.
If you're concerned about leaving your pets anywhere, go have a look and ask the questions you need to feel better about your decision. Most pets do exceptionally well in kennels and a small percentage wont but good staff will always ensure that they work with those pets to reduce their anxiety AND explain to the owners that they did feel the stress.
A big thank you to our loyal clients on DOL and thanks for your kind words and support, particularly BorderBo, whose lovely boy was only just with us at Dural not long ago.
If you have any questions, fire away.