Noah’s Ark Dog and Cat Boarding Resort in Millersville, MD used to be a nice place to drop our cats off at when we went on weekend trips or week long vacations. That is no longer the case though as the service has gone downhill and the costs have gone up. We actually for many years dropped both our cats off at NOah’s Ark Dog and Cat Boarding Resort, which is located in between Baltimore and Annapolis since 2000, until one passed away due to old age. We continued to drop our one cat off for two weekend trips a year and one vacation of close to a week. Over the past couple years though, we have found them to have declined in service and also raise their prices.
The service issue started two summers ago. My wife and I went away for three days when she was 8 months pregnant to have some time alone at the beach before the birth of our first child. We received several messages from my wife’s cousin who was our emergency contact indicating the boarding resort had called her and said we never gave them our one cat’s insulin when we dropped the cat off, even though we did in the same bag with her food. By the time we received the voicemail on my cell phone it was after they closed for the evening and nobody was there. We left several voicemails asking they call back first thing in the morning, but they didn’t call back. We called that next morning and they said that it had been misplaced and they found it. The did not call us or our emergency contact back though to let us know that. It was great our cat was ok, but they could have at least called us or our emergency contact.
This summer my wife called two weeks in advance to make a reservation for our one cat for a two night stay. I heard her on the phone as she made the reservation. Part of the blame could lie in our hands as we didn’t call two days in advance like we usually do just to be sure everything was set with our reservation. This is not a requirement though, it’s something we did out of habbit of our own. When I went to drop our cat off the night before our trip and was told “we don’t have you in our computer and we are booked”, I explained that I was sitting in the room when my wife booked our reservation. They grumbled and chatted for a few minutes and then said “we’ll squeeze him in somewhere”. We gave them one more chance with our last reservation a month ago, but didn’t see enough to warrant using them anymore.
As far as treatment of the customers, they have been rather short with me in recent visits. When picking up our cat after the visits I was told they’d show me where he was and I had to put him in his carrier. This along with the games they have played with pricing recently finished it off in our mind and we will not be back.
If you wish to pick up your pet on a Saturday you must pick them up by 5:00 as they close at that time. They also will charge you a half day if you pick up your animal after noon on any day. Here’s the kicker, they are only open from 5:00 pm until 7:30 pm on Sundays. So even if you want to pick up your pet Sunday before noon , you aren’t able to. In effect if the pet stays Saturday night you MUST pay a day and a half for that one night since Sunday is an automatic half day charge even if you could pick up your pet before noon. Again, they don’t open until 5:00.
The last straw with us was when we were booking our cat’s reservation for Labor Day week. We didn’t think we had any other alternatives so we were going back to Noah’s Ark Dog and Cat Boarding Resort. We fully expected they would be closed on Labor Day which is the day we were leaving on vacation so we were more than willing to drop our cat off the day before in the evening which was a Sunday. They said that wouldn’t work as not only would they be closed on Monday they would be closed on Sunday as well. This was it for us, we knew people had to be there to walk the pets and feed them, so it’s not like they had no staff there. Instead it was clear they were just trying to get more money from us. At that point we contacted my wife’s mom and she agreed to watch our cat for us during vacation. Just think about this, if someone was coming home on Saturday after five from vacation for the week before Labor Day or on that Sunday they would not be able to get their pet until Tuesday, and if they worked probably incur another half day fee if they picked it up in the afternoon or evening.
In effect someone who came home Saturday night at 6:15 could not pick up their pet and would be paying for a full day on Sunday, a full day on Monday, and a half day on Tuesday if they could not get there before noon. This means 2 1/2 days of fees that the resort made them pay due to not being willing to be open on Sunday. For us we would have had to drop our cat off on Saturday and pay for Saturday, which would only be an additional $13.50, but it was the principle of the whole ordeal. As a customer for over six years we felt we had been slapped in the face and will not return to their business unless changes are made.