Unprofessional, neglectful and hostile.
I booked with Safepaws after a meet-up with Swathy. She took my dog to meet her dogs (away from us and out of my sight) and returned saying everything went well. When I dropped my dog off with her (for a two night stay) Swathy informed me her dogs were in heat. I told her my dog was also in heat. I explained how this is my first dog and I didn't know what to expect. She said that her dogs can be a bit "bitey" when in heat and so she would keep a good eye on the dogs as there may be tension.
I explained the medication that my dog was on and had also included a note with all the information. Despite this, I later received a text saying she had given my dog her meds but had actually given her the wrong meds. She had given my dog all the medication at once(some of which she had already had that day).
The next day I received photos of my dog getting along well with Swathy's dogs (even sharing a two-dog lead). She also sent photos of my dog off-lead which I explicitly told her not to let happen.
On the second evening Swathy informed me that my dog had toileted inside. She sent a video of the mess explaining that she had left the room to go to the bathroom. In the video both her dogs and my dog were in the room leading me to believe that she had left them alone together.
Later, Swathy texted again. She said that the night before, my dog had bitten her dog during feeding time. She sent me a picture of her dog's face with a small wound on the head and told me she was taking her dog to the out-of-hours vet. She then cancelled future bookings saying she would refund us. Lastly she said that "some dogs just don't get along with other dogs"
I was very confused. Why didn't she tell me when it had actually happened, the night before? She did not keep me informed and then sent photos of all the dogs getting along during the day after the incident. I had never had any occasions of my dog being aggressive, physical or otherwise, with other dogs.
According to her, she was getting dog food out of the cupboard when she heard noises. She turned around and noticed that her dog had a wound. In truth, she did not see what actually happened but only the aftermath. When I collected my dog and returned home I found a small wound on her shoulder.
Ways in which Swathy did not follow guidelines (which can be found on the Gov website if you google: "Home boarding for dogs licensing: statutory guidance for local authorities")
1. New dogs should not be without supervision and especially should not be left alone together - which she did when the toileting occurred and when the biting occurred.
2. Toileting messes should be cleaned quickly and dogs should be kept away until the space is clean. In the video we received all three dogs were roaming the room in which the toileting had occurred.
3. New dogs should NOT under any circumstances be together around food. Swathy left all the dogs in the same room, and with her back turned, as she was handling dog food. Hence, we believe that, as all dogs were facing the food, her dog turned and bit my dog (wounding her shoulder) then my dog turned (coming face to face with her dog) and made the wound on the face.
4. This is particularly alarming as the guidelines state that a dog in care must be kept safe and must be checked over especially after an incident. Swathy did not check to see if my dog had sustained injury.
5. Dog boarders must keep owners updated on important matters. Swathy chose not to tell me about the incident until over 24 hours later.
Afterwards, Swathy said she would be keeping the refund money from the cancelled bookings until I paid for her vet bills. She sent a photo of a credit card receipt for a vet. It was not itemised therefore I had no way of knowing what I would be paying for. Why had she waited over 24 hours to take her dog to the vets? This meant she had to see the out-of-hours vet who charges more. I did not think this was fair.
Once I explained this and asked for my money back, she began to disclose inappropriate personal details as way of convincing me to send the money, accusing me of causing her stress which may damage her health. Days after, Swathy said she could have called the police or dog warden and reported my dog as a dangerous dog. She then said she still had that right even now. That threat was the last straw and I stopped communication.
Not only was my dog not treated fairly while under Swathy's care but she was over-medicated and neglected. Swathy did not make very good decisions and did not follow guidelines while caring for my dog. If I had known about the biting incident when it had occurred, I would not have wanted my dog on the same lead as her dog. I would have wanted to take her away immediately.
Luckily, my credit card company was on my side and gave me the full refund.
Swathy was inappropriate, unprofessional and hostile to the point of threats. I would not recommend.