Olde Towne Pet Resort

Please DO NOT take your dog here. I witnessed my dog via webcam alert the counselors in daycamp that he had to go to the bathroom. Instead of being taken out. He was sprayed in his face with a water bottle until he subsequently went to the bathroom inside, which is obviously want they wanted. The counselors sit all day long and ignore your dog. I was told, «If you want us to take your dog out we will take special note of that.» I wasn’t aware that they needed special instructions to let my dog out to go to the bathroom, but they definitely didn’t need special instructions to spray my dog in the face with water.
They are actually reinforcing bad bathroom habits. My dog was essentially taught– if you tell us you have to go out you get punished, but if you go inside it’s much better than being sprayed in the face. Absolutely ridiculous, please don’t allow your dog to go here.

This review is for the Springfield location of OPTR.
I left my elderly dog here for a few days thinking it would be a treat for her. I asked for extra playtime and swimming thinking she would enjoy it and it wouldn’t be too hard on her joints. Unfortunately, in asking for these things, I made the mistake of thinking the staff would have her health and well-​being in mind, but sadly they did not. She had some arthritis, but got around well enough on her own before I took her to OPTR. When I picked her up, she could barely walk. Then, when she hesitated, instead of allowing me time to work with her, the staff member scooped her up and rushed out to the car with her without my permission to do so. Honestly, I think the staff member was trying to hide my dog’s increased disability. Reviewing the receipt, I noted that in just a few days they took her swimming twice, and I think that taking a 17-​year old dog in the pool twice within a few days showed really poor judgment. Given how bad she was when I picked her up, I cannot imagine she was not still tired from the first swim when they took her the second time, and they should have noticed that. When I got home, my dog was so bad off, I ended up taking her to the vet the next day. The vet was worried about how little she was responding, and concluded that the people at OTPR wore her out. My dog never fully recovered, and her quality of life was greatly diminished.

I have been bringing my dog to to Olde Towne Pet Resort since the summer since she was about 6 months for Doggy Day Camp and she has always had a great time. The staff has always been friendly and happy to see my dog. She has no interaction with other dogs so I figured I would start her off early getting use to being around other dogs. Recently over the Thanksgiving holiday I boarded her there for a couple of days. I picked her up and a few days later she comes down with kennel cough.(She is current on all her vaccinations.) I also suggested to a couple of people that I know to bring there dogs there for Doggy Day Camp and they did for the first time last week and they just informed me this morning that their dogs have also contracted Kennel Cough. I called on Sunday to inform them about my dog and they said they had no other complaints of this, which I know is a lie because I work at an animal clinic and we do refer some of our clients there for boarding and grooming and some of them have been bringing their pets in to us to be treated for kennel cough and said that they have informed Olde Town Pet Resort of this. I don’t know how many people have ever been around a dog with kennel cough but it’s horrible, the constant hacking and coughing up mucus, it’s been going on continuously now for 3 days, it’s terrible. Although it is not a life threatening conditions and most times you have to let it just run it’s course, in some pets it can get serious and turn into bronchitis or even pneumonia if not treated with antibiotics (usually doxycycline for the course of a week) Not to mention the money you have to pay to take your dog to the Vet for an exam and the antibiotics, I’m lucky because I work in the veterinarian field and my costs are minimal, but for the average person that’s costly and you’re already spending above average taking them to Olde Town. They have this outbreak of kennel cough and do not inform clients, money hungry or just plain inconsiderate, not sure which one or both but we in trust our most beloved companions with these people and clearly they are not worthy. I will never bring my dog here again nor will I recommend this place to clients or friends.

When I took Nismo again to swim a different guy swam with him, and was much more knowledgeable about everything. He pointed out that maybe the first time the reason Nismo had been stressed was because he hadn’t had a vest put on which is supposed to happen (I wasn’t aware of this since it was my first time going previously). When I tried to walk into the pool area this time Nismo put on the brakes. He had no interest, started showing signs of stress (panting, tucked his tail, whining some). This guy said he would give Nismo a shot in the pool, but it was short lived as everyone recognized that Nismo wasn’t enjoying himself at all. It is a shame, because Nismo loves the lake and creeks.

Again never was I told by staff about the 5 day cancellation policy. Also the reservations staff is rude.

Pros: Great place. Great swimming pool, daycamp is great too with web cams available. Great staff:
Cons: Poor management: Dog got bitten in daycamp and was treated in a way from the general manager that because my dog was a pit bull it was his fault. All other staff are nice and courteous. I was really annoyed at the GM trying to spin the fact that Oden was being aggressive however, from the one of the guys on the daycare staff told me Oden specifically chewing his toy and the German Shepard attacked him and bit a hole right in in his side. This is not the first time that Oden has had blood marks. The first time I did not noticed until I got home and Oden had scratches and a lesion right below his eye. I was told that because the dogs were going home some of the dogs got excited and probably scratched his however, Oden is an 80lb APBT, so I am not sure how this happened. When picking him up for the day when they did give report cards daily, the report card stated the normal Oden compliments and love. The staff love Oden and its such a shame I had to remove him of OTPR. I wish the day care staff had much more training and supervision and special attention to all the dogs instead of just watching the clock and hoping the dogs will sleep. For other dog owners in the future this should be a demand, because they are on camera.

Look bottom line is that these people spin everything. They do not take responsibilty when a dog is hurt. I should and expect to be reimbursed for my dog’s grooming bill during her weekend stay. However, I’m sure after this review Dixie or someone else will put their spin on it. They are only interested in $$$$$, which we paid for to have quality care. The staff Diego and Kate are great in treating the dogs. However, try to get to the owner with a decent reply forget it.
Offer to pay for my vet bill, the right thing to do. NOT Refund the money that is the right thing to do for the entire stay NOT. Read all the bad reviews; following is a spin by Dixie always defending OTPR actions not taking responsibility. Here is the my letter.
My dog Stella, stayed at the OTPR in Springfield last Friday night through Monday at 5. June 5^th — 8^th. She had a suite with a window. I scheduled her for walks sat and sun and mon got her agility training. I told the staff many times that i did not want her nails cut. I just had them done and in fact, the vet said give Mrs. Malinchak-​McCann her money back because Stella’s nails were in good shape.
I walk her at least 2 – 4 miles every day. She is my German Shepherd. In fact, she helps me get out of bed in the morning; my beautiful daughter was murdered and it is still an ongoing case. So you know Stella is my baby.
When we picked her up Diego and Katherine (who were absolutely wonderful and just so great – cannot say enough) said she got her nail caught on some cement and the groomers used the stick that stops bleeding. I wasn’t that concerned because yes things happen. And, at the time, Stella was so happy to see me and my husband. We were just giving cuddles and she even cried when she saw me.
However, I was horrified that when we got home there was blood all over my rug in the living room, blood on the rug on top of my stairs and blood on my daughters quilt on her bed where Stella sleeps. I was horrified for Stella. Two or three blood soaking paper towels. I babied her and didn’t walk her for a day or two.
Dixie is terrible. She has an answer for everything. First, i called her immediately that night. She didn’t leave a message until Tuesday evening. She didn’t want to refund my money for the grooming, apparently too much work for your accounting. However, she finally relented. I spoke to a man at Dulles, don’t know his name and he didn’t want to give me Dixie’s direct line, which I had but wasn’t sure. Finally he did. He said, «well Dixie was on vacation last week and she is catching up.» You make a big deal about leaving dogs in cars at the front desk. How about making a big deal about a dog being hurt by your groomers. MY DOG WAS INJURED BY YOUR GROOMERS, WHICH I TOLD THEM NO NAILS CUT. THAT WASN’T DONE.
The man at Dulles was screening Dixie’s calls and it was like a cover up. Don’t you care? I chose you because I love the staff that works with the dogs. I even saw Dixie at a dog event at South Run Park the prior weekend. I was so proud that I go to otpr and trusted you. (I forgot to mention last time, Stella came home with a cut on her ear, but i let it go – accidents happen – i get it) When I looked on Unilocal,Dixie had an answer for every complaint. She certainly knows how to spin. Where is your concern for my Stella. Her paw still hurts today. I may take her to the vet if it doesn’t get better. One nail is really jagged. I would like you to pay for that vet visit. At this point, i feel Stella’s stay should be free. However, I know that is not part of your customer service policy. If an owner left a dog in the car, or hurt the dog, someone there would be the first to call. But, if you hurt the dog, you don’t even notify me to tell me, you don’t bandage my dog, you don’t clean my bloody rugs, and you don’t offer to let her see a vet. Dixie said take a picture of her paw. Are you kidding. She should have said take her to the vet and we will cover the cost to make sure she is okay. Take a picture of the bill and I will pay it. I am so disappointed with your service. With Dixie, and the man who was screening me to see if he would let me talk to her. I am sick over this. I love Diego and Katherine. They couldn’t have been nicer. That is what you want. The groomer should have come out to talk to me directly. I do not want to speak to dixie anymore. Perhaps you don’t think $ 385.14 is a lot of money. To me it is, but it is worth the peace of mind to know that Stella had quality care. She did not. I cannot believe the callousness of Dixie and the man i spoke with at Dulles. The president Leah Sedwick did reply. Offered Stay at their Dulles Place. NOT ACCEPTABLE WHY WOULD I LET THEM HURT STELLA FURTHER! Always Platitudes, not actions.

I heard about OTPR from my friend Ashley who works there. I was hesitant about bringing my dog Lola because she’s usually not great around other dogs. But I brought Lola there for the second time this past weekend and I have to say I’ve never been more comfortable to leave my dog somewhere. She’s done great in dog day camp and I can already see improvements in her socialization skills with other dogs. The entire staff is amazing with her and they spoil her rotten. Ashley always helps me schedule Lola’s time there and always makes sure I’m getting the best bang for my buck. She’s also been really understanding and flexible when my pickup times or drop off times change last minute. Lola will be coming back for many more visits because there is no other place or people I trust with my little baby!

Just took my pup here last weekend and he had a blast!!! Amazing facility. There was a webcam in his suite which I was able to watch while I was away to check in on him! I highly suggest it.

I was recommended OTPR by my dog’s orthopedic specialist for the use of the pool. My dog seems very excited to come here and swim, and loves all 3 swim instructors that he’s worked with. They listen to my worries about his handful of orthopedic problems, and make sure he’s having fun in the safest manner for him. My other dog comes here for daycare and she is always very excited to come… And exhausted when she leaves :). Should I have to board my two dogs, I’ll definitely be using OTPR because I know they’ll take great care of my kids. :) they offer many different kennel sizes and amenities, which is nice.

My dog goes to daycare here occasionally and after trying out other daycares in the area this is the one that works the absolute best for us. Dogs are divided into small and large dog play groups without toys mostly. Since I have a small dog with some sharing issues, this set up is really good for her, she can socialize without the anxiety of resource guarding. The dogs have the ability to access an outdoor play area intermittently throughout the day, which is also awesome since I have a dog that will try to hold it all day at a daycare without an outdoor elimination option. Another good thing about this daycare is that there are multiple attendants in each daycare room throughout the day and webcams so you can feel comfortable seeing how your dog is doing and knowing there is someone there to address any needs that might arise.

If there was a negative star rating, I would have placed a –5 star review. I boarded my dog there in February. They put my «aggressive chewer» at risk of choaking on a tennis ball left in his room. I had called prior to the stay to explain that the toys should never be left with him outside if play time.
Additionally, the safety issues continued at the day camp. The personnel who run the day camp said the my high energy pup is too bouncy and sometimes doesn’t «get it» when other dogs don’t wish to continue play. Ultimately, the staff doesn’t want to work, so if the dogs don’t lie around all day, they are considered «too bouncy.» My playful pup who flourished at every day care he has ever attended was returned home with 3 large (2″) wounds on his back from «rough play» in the day camp.
Finally, I needed to take him there again and I ended up having to go back and pick him up (3 hours after dropping him off!) because they were «really busy» so there was no room for my bouncy dog and they kicked him out. Their explanation of the «correction» methodology was the stupidest thing I have ever heard and further confirmed that their «training professionals» are clueless.
I am a certified dog trainer and I have properly socialized my 20-​month-​old pit bull. He is now attending day care at frolic dogs and having a blast.
Olde Towne Pet Resort is over priced and horribly staffed. The building is pretty, and the facility is impressive, but the management and methodology is unacceptably neglectful.

Old Town Pet Resort is a lot of fancy nothing. I boarded my dog there when she was 2 and she came home with a serious back injury… my guess was something happened on the grooming table. She is 8 now and I am reminded daily of that stay 6 years ago. Don’t expect them to take accountability for anything. The boarding prices are outrageous for low quality care. One star is too generous.

The people are super nice to our little dogs. They spend time playing with them when we keep them there in boarding. Kim in grooming is awesome because she gets to know them and is gentle. Would definitely recommend this for grooming and boarding. The live webcam rules!

When I made the initial phone call to see how much it would cost to board my 2 dogs for 3 nights they gave me a price and told me it was booked and I gave them a deposit over the phone. Upon arrival and dropping my dogs off it took well over an hour for check-​in to determine which type of rooms we would like and they gave us a different price assuming we wanted bigger rooms for our dogs even after I had already discussed all of this when I booked over the phone. It was as if nothing was written down under our account from my phone conversation. They also told us then that when they stay for 3 nights or longer there is a required spa bath for $ 50 per dog and that was WITH a discount.
After we spent a very long period of time at the front desk discussing the details above (greater than 45 mins) we were taken to another room where our dogs were inspected and another employee went over which type of dog food we brought to feed our dogs and which type of medications were added. Mind you it was fish oil and a joint supplement we give to our older dog which I had already separated into the zip lock bags of dog food that I had labeled with each dogs name and written the day and whether it was for the morning or night so literally all they had to do was give each dog their labeled bag of dog food for that day and dump it in their bowl.
Today when we picked our dogs up we were charged over $ 400 (our dogs were in the smallest rooms they had because we couldn’t bring ourselves to pay even more money than we were paying for our own hotel room that was slopeside for the weekend) and then we look at the itemized bill and there was a charge for medications! This was not explained to us at time of drop off when we were discussing the «medications» that are really just vitamins. After inquiring about this they explain that they charge extra for administering medications because they have to make sure it doesn’t get mixed up and another dog gets something they’re not supposed to have. Now I’m confused. To my knowledge my dogs are fed in their kennels not near other dogs where things could be mixed up. And when we were escorted back to drop our dogs off to see where they would be staying they put our food in a little holder on the outside of the kennel door so I’m very confused how it would ever get mixed up with another dogs food. And whoever was the person feeding them would have never had to even take meds out of the jar and add it to the food because we already had them mixed in the food. After going through this and explaining how ridiculous it is that we’re getting nickel and dimed at a place where we’re already paying over $ 400 they decide to refund us the medication charge. We take the dogs and belongings to the car she said she would walk out the refund receipt to us. After she hands it to us and walks back inside we realize they didn’t refund us the whole cost of medication administration but $ 2.20 less than what we should have been refunded for. Talk about being nickel and dimed.
Absolutely NEVER bringing my dogs there again. I’m positive for the money I paid I can find a better place. They do all the small things like send you home with a report card and tell you how your dog did to make you feel like you’re getting the best care but it absolutely cannot make up for all the other shortcomings.

We use OTPR for swimming. Our arthritic dog has really flourished going weekly for the past year. Some swimmers are better than others but they have some outstanding employees, Amanda and teddy come to mind. We’ve also used their daycare and grooming with lots of praise. The groomers are better than any Petsmart. And he comes home with a report card when he goes to daycare. Never used their boarding but we’d probably pay for the more expensive options since the basic service doesn’t come with play time and the kennels look a little sad.

My dog has stayed with OTPR on three separate occasions, each varying in length. While the staff is friendly and always happy to see everyone’s dog, our last experience was a nightmare. After spending a week at their facility, our dog came home with kennel cough that actually turned into bronchitis the day after we picked him up. (Yes, our dog has had the shot for kennel cough). Additionally, we found a scratch 3 – 4 inches in length on his leg with deep scabs.
When I called the facility to notify them that our dog came home with kennel cough and of the scratch, they said they weren’t aware of any incidents and had no notes of either. I understand that kennel cough can happen, but when you advertise that your facility has special ventilation to prevent such things and every time we take him in it takes at least 30 minutes to check him in and do a quick physical, I’m not sure how this is possible. Also, how is it possible not to notice a huge, deep cut on his leg? With the scabs left over he would have bled quite a bit. I also understand that incidents happen, but not to be notified or at the very least, make a note of it, is ridiculous.
The final straw was being put on hold for 15 minutes while searching for a manager to speak with me and then never call me back after I explain to the front desk what happened, leave my number with you, and specifically ask to be called back.
When paying $ 70-​$ 100 a night (for the cheaper kennel rooms), including a $ 50 required spa bath, I expect excellent service, and at the very least, a healthy dog.

I received a gift card from Olde Towne Pet Resort through a Unilocal Elite event last weekend and was really excited to get my pup in for playtime, grooming, and had the desire to learn more about agility and training classes.
I called the main line and set him up for an evaluation, doggie day care for the day and a bath afterwords. The person I spoke to was very informative and indicated that if I had more questions I could ask when I got there. She also indicated they would give me a tour of the facility since it would be our first time there.
We showed up right at 11 when they opened and were impressed with how pretty the lobby is. It is a different layout than the Sterling resort, but feels just as luxurious. The front desk staff was also nice and told me to have a seat while someone from daycare came out after I filled out all the initial paperwork.
One of the things that impressed me about OTPR (aside from how pretty it is) is that they want all the dogs to get along, so you have to be vetted before being allowed to daycare. Unfortunately when the rep came out she said they didn’t have enough dogs in at that time to get an accurate evaluation. But as we sat there and talked more dogs came in and she said she thought that maybe in between his bath and when we were due to pick him up they would have enough to be able to get him evaluated. She said she would coordinate with the groomer and let me know what happened.
The groomer came out and was also very nice, went over the services we wanted, gave a time estimate for when he would be done and told us he would call.
We left feeling like our dog was in good hands.
We ran some errands and it was getting close to the time we thought he would be done, so I called the main line to check on him. Apparently the main line is not the front desk, so they put me on a hold for a while before coming back to tell me it was going to be about 30 more minutes. No problem, we had one more errand to run. Except for not even 5 minutes later, the front desk called and said Rusty was ready to be picked up. That was a little weird, but whatever, we turned around.
While I am waiting for Rusty to come out I asked the guy at the front desk what their training schedule was since I forgot to ask when we first got there and he said he didn’t know, I should check their website.
So I guess here is where I weigh the pros and cons.
On one hand the place was beautiful, the store is nice (my dog just LOVES their cookies), everyone I interacted with was nice, they have everything you can ever imagine under one roof and his coat came out nice and shiny.
On the other hand, I was promised more than was delivered, and obtaining information proved harder than I anticipated. No one ever got back to me about Rusty being admitted to daycare or discussed getting him into a future evaluation.

We love this OTPR location! The staff is super friendly! The facility is huge: lots of outdoor and indoor play areas. There is a nice big lobby that sells boutique dog/​kitty things. They don’t sell dog food, but do have some gourmet snacks. They support dog rescues and meet up groups.
We held a dog adoption play day here and everyone was so flexible and accommodating. The dogs enjoyed their off-​leash play time. We had some potential adopters come out to tour the facility and visit with the dogs.
It was a fun day for two and four legged visitors!

I was so hopeful that our puppy, Poesy, would have a good experience at Olde Towne Pet Resort — but that was not the case. My husband and I had previously toured the facility and decided that Poesy would attend day camp on January 22 for 6 hours to see how she did. January 22 ended up being a snow day but, after calling to make sure they were still open, we decided to take Poesy in anyway.
When we arrived at 10:00 AM we were told that Poesy would be taken by an evaluator to be checked-​out and then kept in one of their suites (without a camera) until 11:30 AM when they would separate the small dogs and the big dogs into their separate rooms.
Around 11:45 AM we started checking the pet cams (small dogs are usually on camera 3) to see if we could find Poesy, but the pet cam for room 3 was not working. I called OTPR and, after being transferred and put on hold multiple times, was finally told that Poesy had not been evaluated yet and would not be going into day camp as they had decided not to split the dogs up into separate rooms. I was, of course, appalled that they had made the decision to leave Poesy (a 5 month-​old puppy at day camp for only the second time in her life) alone in a suite for 6 hours without consulting with us beforehand. As soon as I heard this I told them that we would be picking Poesy up immediately — I was at the location 10 minutes later.
When we arrived to pick-​up Poesy we were offered excuse after excuse — I didn’t really care what they said at that point — I just wanted to get our dog and go. When we finally got Poesy (who was freaking out) they had brought only half of her things — and we had to wait while they retrieved the rest of her stuff.
This entire issue (and review) could have been avoided if OTPR has just picked up the phone and said «Hi — we ended-​up having some staff and several dogs call out because of the snow so we aren’t going to separating the dogs into separate rooms. We are happy to keep Poesy in the suite or you can come and pick her up.» ALL they had to do was communicate to me what was going on — Poesy was never evaluated, and never interacted with other dogs in the entire 2 HOURS she was at OTPR.
I fully understand that OTPR has the right to change their plans for the day based on the number of staff and the number of dogs — but they DO NOT have the right to make decisions about the care of MY dog without consulting me. Again, ALL they had to do was call me and tell me what was happening and I would have just come and picked her up and rescheduled for another day.
Obviously, I did not pay for the two hours Poesy was alone in her room and I had my credit card removed from their system. However, it is my opinion that if I had not called and questioned them that I would have been charged for the day when I picked her up and never told that she wasn’t in day camp.