Sounds like the above instance was an isolated one. We have used them several times for our Cavalier King Charles Spaniel. They have a new small dog facility out the back that is great, well heated with large runs. The prices have been almost half anywhere else.
One on occasion they even took our dog outside hours for an emergency trip to Canada we needed to make. We were very fortunate and they were certainly friendly enough and understanding of our plight when we came knocking on their private residence.
Our dog has always been returned happy and in good condition. I would have no hesitation in leaving him there.