Frolic Inn

I had a very negative experience at Frolic Inn — mostly concerning the customer service. I called a week before to make sure I could drop my two dogs off on 4^th of July (Friday) and pick them up Sunday. I let the young man know that we were driving from out of town to board our dogs closer to where would be. The young man said everything would be fine and he looked forward to seeing our dogs.
However, when we arrived we were greeted with a sign that said they were currently closed. After driving over 4 hours we were upset since we were not told there was a certain drop of time. There was a sign that said, «If you missed us Please Call John» and left a number. So we immediately grabbed our phone and called. The conversation was extremely unpleasant. I told him we were here to drop our dogs but nobody was around. He rudely responded with «Well it is the 4^th.» I said I understood but we were told we were okay to drop the dogs off when we scheduled the appointment. He then replied with «They are back at 4.» When I said «That would’ve been nice to know when we called.» He interrupted me and told me he would come from the house a few yards away and let us in. I already had a really bad taste in my mouth.
John, was not the person who showed up but instead a very lovely girl who brought us in and started getting us ready. We had both our dogs which I had set appointments for but only one of our dogs was in the system. Then John came in behind us. Since I already had a bad feeling I asked if it was still okay if we picked up Sunday. The girl responded that they are closed on Sunday. For the second time I had to repeat that I was told it was okay when I called and scheduled and quickly John butted in once more…“It is okay this time but next time you need to know our rules.“
First off, I have never been to this place so the knowledge I had was the knowledge I was given by the guy I set the appointment up with. That would be HIS employee. Maybe instead of talking to me like I was the idiot he should train his employees to tell their new customers what is going on. Also, it might be helpful to train them to put ALL the information in the computer so we didn’t have to wait around for an extra 5 minutes. Including that we were from out of town.
I told John, «There probably wouldn’t be a next time… because we aren’t from Chesterfield and drove 4 hours to get here.» All of a sudden his whole attitude change. He went from snobby (his own words) and condescending to talking bad about other clients to apologetic for being so rude. He apologized then left but the apology was insincere and the damage was already done.
I had never been talk to so rudely before by someone who failed on their end. Not mine. It is not my job to know your policies unless they are given to me. As we drove off, me in tears, I wanted to grab the dogs and try to find a new place for them to board.
Here is a tip: Ask, Listen, Problem Solve, Apologize. And use some tact when you start talking bad about other paying clients. I do not want to know how you feel about others. Make your rules and guidelines clear. Boundaries can be made in businesses but only if you establish them.
I felt accused, belittled and like I was a inconvenience to his life. I would have easily boarded somewhere else if I knew it was going to be such a problem and I was going to be met with such an attitude. The girls when we picked up were pleasant enough. There were no thank yous for boarding with us, hope to see you soons, or pleasantries but honestly I wanted to get my dogs out and never look back.
The only reason I’m giving it two stars is because the dogs seemed fine enough when they got in our car but for 108 dollars for two nights I at least expect some thank yous or have a great trip home. Ick.
I will probably board our dogs again in Chesterfield but as far away from John and Frolic Inn as possible.