Pet hotel safety alert: Wag Hotels pays $150K for neglect

A pet hotel chain with facilities in the Bay Area and Southern California will pay $150,000 to settle allegations that it mistreated animals and failed to report dog bites as required by law.

Wag Hotels, which operates day care and boarding facilities, faced a consumer protection lawsuit filed in August by district attorneys from San Francisco, San Mateo County, and Santa Clara County. The complaint alleged the business neglected pets in its care, according to officials.

The lawsuit followed a San Francisco Chronicle investigation that uncovered allegations of inadequate animal care and employee training that resulted in animal neglect. The Chronicle spoke with 29 current and former employees who confirmed client complaints that pets were not properly fed or medicated, or were returned to owners covered in urine and feces, as reported by The Los Angeles Times.

The complaint came two years after the Chronicle investigation revealed that Wag was hiring inexperienced employees, staff had insufficient training, and Bay Area facilities were understaffed.

In one incident at the Santa Clara facility, a dog attacked four employees, sending them to the hospital, the Santa Clara District Attorney’s Office said in a statement.

“Pets are family,” Santa Clara County District Attorney Jeff Rosen said. “When you leave a family member in someone else’s care, you are relying on that caretaker to provide the highest standard of safety, comfort, and care.”

In a statement to The Times, Wag said it reached a mutual settlement with the district attorneys’ offices. “Resolving the matter in this fashion will allow us to avoid the cost and distraction of litigation so we can continue to focus on the exceptional care, safety, and service we are known for,” the statement said.

Under the settlement, Wag will pay $150,000 in civil penalties and fines. The company has also been ordered to make improvements to protocols for animal safety, employee training, and monitoring of dog playgroups, according to the agreement.

Pet owners can take steps to ensure their animals receive proper care at boarding facilities. Reputable kennels should allow tours, let owners inspect pet areas, require vaccination paperwork, have clear emergency plans, and employ trained staff who can meet each pet’s unique needs, according to PetMD.

If pet owners suspect abuse or neglect, they should contact local authorities, providing detailed information such as dates, times, and locations of the alleged incidents. The ASPCA advises reaching out to local police, animal control, or the SPCA, and calling 911 for crimes in progress. Keeping records of reports, including who was contacted and promised actions, helps ensure proper follow-up.

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