We left our dog at the Pet Hotel over the Thanksgiving holiday (6 days, 7 nights). We paid for (or thought we paid for ) a private room and for medication (one pill) to be given every morning with her meal (6 days = 6 pills). We also requested that she be given a bath and have her nails cut before pick-up.
We did call PetSmart once while we were away to check on our pet and we were told that she was doing great and that she was eating and sleeping well, taking her pill with no problems and that she was going to the bathroom.
When we went to pick her up we immediatly saw a deep cut on the top of her nose and we were told that it happened when she rubbed her nose on the cage... Cage??!!?? We paid for a private ROOM! no cage should have been involved with her entire stay and this was not a "rubbing" scar... this was a deep cut. We also had three pills remaining in the pill bottle which means if we only gave her 6 (1 a day) then she was not given her medication for three out of the six days... this led to urination problems and runny stool for the next few days (Thanks PetSmart!) ... also, they did not trim her nails or give her a bath before pick-up even though they said that they did when it was completely obvious that they did not.
When we got the dog home she drank water like she was never going to get water again.
She went to the bathroom like you would not believe, and she did nothing but sleep for two days (She is normally a very active, attention grabbing dog).
We were told that "it is a holiday, and very busy"... sorry, not a good answer!
So it is perfectly alright to neglect animals or not give a customer what they were expecting (promised) when you get a "little busy"
As for my wife, myself and our dog... we give PetSmart 4 thumbs and 2 paws DOWN!