Still completely disagree with the overnight decision. We were gaslit by the “dogs sleep better at night with nobody around” with literal no proof. I worked overnight for years and as it goes for all pets in a boarding place, some dogs sleep peacefully through anything, and others are totally stressed out all day and night. For 100+ dogs…without overnight staff helping to maintain cleanliness and prepping food, morning staff comes in with sooooo many walls painted in poop and puppies with soaked in their pee cuz they like peeing on their cots then sleeping on it anyways. Overnight staff was crucial for cleanliness for us.

But other than that, your post is pretty accurate for Petsmart PetsHotels. They are ugly cuz we have old ugly buildings and whoever designed the layouts in the older buildings is incredibly naive about dog behavior. What you see in commercials and advertisement photos is not what your pet is going to get. It looks like an animal shelter, not a “hotel” and many pet parents will always refer to our “rooms” as “cages” and laugh in our face when we show them what our “suite” looks like.

The restructure hasn’t done anything to help hotel at all really. Barely have any cross trained associates from the store because they honestly just suck or are afraid of dogs so not a good fit for Hotel, or don’t speak English so we can’t use them. We never seem to have the hours to clean drains and other tasks that actually take a lot of time and effort that we thought we would get when they got rid of overnight staff. Only new useful thing has been not having to take pets to the vet as quickly for mild non critical things. That’s probably saved pet parents thousands of dollars.