I really hate to do this, but I have to say this business needs Ritz Carlton training. It is by far the best place in town to place your dogs as far as their care, or to have them groomed. HOWEVER, as far as customer service when there is a problem, well...forget it. First of all, you cannot speak directly to staff. Period. They communicate by email, even when there is an immediate problem. Second, they are totally intractable as far as their ""rules"" (and these aren't necessarily clearly spelled out on the website) are concerned. I have in the past been a very satisfied customer, but have decided based on a recent experience, not to use them again. Please make sure you understand all the finer details when you book your animals. As long as there are no issues, it is a great place to board, but don't expect any help when you have issues. It just won't happen.