Pet Palace - Columbus

I recently had a rather disappointing experience with Pet Palace. Despite booking my dog's stay well in advance and clearly communicating my intentions for an early pickup upon arrival from international travel, the service fell short of expectations. On 1/3, I arrived from my trip after 29 hours of travel. On 1/4, I called to set up a pickup time for my dog. I was informed over the phone that he had never received grooming and was going to be rescheduled, even though grooming was scheduled for 1/3. This change was never communicated. When I had questions, the acting Assistant Manager, Nina, attempted to justify this by insisting they weren't expecting pickup until Monday, 1/8, despite the prior communication of the intended early pickup. I asked about the impact on my total amount, believing the boarding day fees would be waived when paired with grooming. The acting assistant manager became aggressive, interrupting me multiple times to correct me. The boarding fee would only be waived if pickup was the same day as grooming. My confusion over the phone was met with stern pushback. I decided to pick him up on 1/4 and set up a date with his usual groomer (not Pet Palace) at a later date. Upon arrival at 1:45 pm, I paid my dues and expected a quick pickup. However, I was left waiting for 15 minutes before another employee greeted me and asked if I had been helped. I communicated that I had already paid and asked her to check on the delay. She returned with my dog, explaining they were washing the blanket he arrived with. We had agreed that I would pick it up later, and I left with my dog. He was very wet. Overall, the lack of communication, mismanagement of grooming arrangements, and unexpected delays made what should have been a joyful reunion a massive headache. Pet Palace needs to improve its customer communication and service coordination to avoid such inconveniences for future clients. Update: 1/5, I called to set up pickup for his towel they were washing, and I was told they misplaced it. I'm told they will contact me when they find it. Nina continued to interrupt me mid-sentence during this call.

We recently boarded our cat Trixie from 2/12-2/20 while we were on vacation and we were very very pleased with the boarding experience (Trixie included). The staff is very professional and super sweet. You can tell that they really love our fur babies as if they were their own. We had never boarded our cat before so we were a little anxious but the staff is totally fine with you calling daily or as many times as you'd like to check in on your baby. They even sent me pics and videos of Trixie on her one on one's and in her suite. If we ever go on vacation again, we will be boarding our cat there again. Thank you Pet Palace :)- TR, Mary Dee and Trixie

Disappointed with our boarding experience with pet palace. Our dogs stayed for two days and we didn’t get any sort of update during their stay, or any report card when we picked them up. This was our first time boarding our two dogs here, and I’m not sure if this is typical or if they forgot. Either way, I don’t like not knowing what’s going on with my dogs for two days. We also were told they didn’t eat their last bag of food each, but no food was returned to us.

I’m definitely an over-protective pet parent, and let me tell you they meet my standards. I’ve boarded my yorkie here multiple times and I’ve had her groomed. I’m always so nervous to leave her and they make sure to write down all my ridiculous routines including her multivitamin and bedtime treat and melatonin. They remind me to call in anytime to check on her, and they also offer cam rooms which is nice. On top of it all the prices are very reasonable. I love it here, and so does Noel!