Approximately two weeks ago, we were notified that a grooming appointment--scheduled months in advance--was being canceled due to the groomer needing the day off. While I understand unforeseen circumstances arise, there was no effort made to accommodate us in a timely manner. Instead, we were told the next available appointment would be nearly two weeks later. During that gap, we received a call stating certain vaccinations needed to be updated and documentation provided to avoid further delays. Wanting to ensure everything was in order, I contacted the office this morning to confirm exactly what was needed for our upcoming appointment. The experience that followed was disappointing from start to finish. After explaining the situation to the first representative, I was placed on hold--only to be unexpectedly transferred to another employee, Alfonso, without explanation. When I expressed confusion, he responded abruptly and informed me our pets needed an updated Bordetella vaccine only. Mind you, their current vaccine expired at the end of March with them being home this entire period. I calmly asked what documentation was required, and at that point requested to speak with a Manager to address my broader concerns. Alfonso repeatedly interrupted me and stated no Manager was available "at the moment." When I asked to leave my number for a callback, he responded, "I don't need your number if we already have your contact info on file," despite my attempt to clarify that multiple numbers might exist on the account due to there being two possible contacts. His tone throughout the interaction was dismissive and unprofessional. I also requested basic contact information for an owner to address directly and denied. When I questioned the inconsistency--being told initially that a Manager was unavailable "for the moment," then later that no one would be available until the following day--I was transferred again, this time to Taylor who was shared to be the Assistant Manager. Mind you, I was just informed that a Manager was not present. Unfortunately, the experience did not improve. Taylor consistently interrupted and deflected my concerns with explanations rather than listening. I ultimately had to ask her to allow me to finish speaking, after extending her that same courtesy. She then attempted to locate additional leadership including a Facility Manager, citing possible shift changes, where the call continued to be picked up and placed on hold multiple times with no clear communication. The call was eventually disconnected by picking up and hanging up; no one returning my call. Shortly after, I received an email confirming receipt of vaccination records. However, I was then told I would need to reschedule yet again because the vaccine had not been administered at least two weeks prior--despite our pet being routinely vaccinated. After consulting both our veterinarian and regular daycare provider, I was informed that this "two-week rule" is not standard practice for pets who are consistently up to date on vaccinations. It is typically applied only in cases where a pet has not previously received the vaccine. For this particular vaccine, routine dog daycare facilities will provide this service of vaccination on same day allowing dogs to remain and play has always been our experience. We went through this same ordeal of providing documentation in the fall of last year and also provided documentation the day prior to a groom without incident and email receipts as proof. The lack of consistency, communication, and basic professionalism throughout this process is unacceptable. There was no ownership of the situation, no attempt to resolve concerns, and no demonstration of care for the Customer experience. This facility has the potential to be great--but currently falls short due to poor communication, lack of accountability, and an absence of genuine Hospitality. At this time, I would not recommend this boarding or grooming facility. Should Leaders (Manager and or owner) reach out and take meaningful steps to address these concerns, I would be open to updating this review and possibly using this establishment in the future. read more

The groomer at this Resort is horrible, bad attitude and cut the pom-pom off my dog's tail without advising me. She claimed it was matted, which was not true, as I brush out my dog before taking. I would not recommend this facility for any dog grooming whatsoever. In addition if you don't followup on your reservation, the Resort is not competent to insure you do have a reservation. I wrote the owner who was very insulting to me and protected his groomer. The facility is new and lovely, but my dog's safety is much more important to me....I will not return with any of my animals. read more

We left our dogs while we were on vacation. The four dogs that were in a suite were not receiving proper treatment. They smelled like they slept in pee. The two who were in cages and had their own play time were fine. This is not the type of service I expect when I pay $3000 for boarding. read more

Great staff, compassionate and thrives to cater to each of the guests needs. Goes above and beyond with communication and sends daily pictures of furbabies having fun. read more

We have utilized Ellis County Pet Resort for both day care, both half and full days, and for overnight boarding, and our cocker spaniel absolutely loves it! He gets excited as soon as we exit the highway, and he heads back with their personnel without any coaxing. He loves the (supervised) interaction with other dogs and the attention from the staff. They group the dogs by size and provide covered areas for them to play to keep them out of the elements. There is plenty of water play during the hot summer. I have toured the facility (during the middle of a work day) and it is spotless! There isn't even an odor to indicate it is full of animals. We have also utilized their bath services and have been very pleased. I highly recommend Ellis County Pet Resort for anyone looking for a nice place for their fur family member. read more

This place is a five star resort for your fur babies Clean and very friendly staff. I think my dogs really look forward to staying there. read more

A very, very bad experience dealing with these people. Rude, condescending, and basically accused us of lying. After having called and made a reservation, then having received a confirmation email from the company that the reservation was confirmed, we made a phone call, just as a precaution, to confirm the dates and drop-off time. We were told, in no uncertain terms, that we were wrong, that we could not have received a confirmation email since we did not have a reservation, that no reservation had been confirmed (despite the very clear email we received), and that they were now sold out and could not accommodate our pet. When the employee was read the actual text of the email confirming the reservation, the employee merely stated something to the effect of "the database just messed up". When we asked how the database could "just mess up" and if there was anything I could do to accommodate us, the employee hung up on us. The only "good" thing is that we are glad we called to confirm the reservation, since if we had not, we would've shown up with our pet for a four-day stay while leaving on an out-of-state trip only to be told that we did not have a reservation. read more