Dog owner accuses Joo Chiat pet hotel of neglect, declines compensation and calls for better care standards
A dog owner took to social media to voice her disappointment with a pet hotel in Joo Chiat, claiming that her dog's care fell far below expectations during a recent stay.
Stomper Dawn alerted Stomp to Instagram user @giselle910428's post on June 17 in which she alleged that Hello Human Wellness East had neglected her dog while it was boarded there from June 13 to June 17.
She wrote: "We trusted this pet hotel to care for our dog, but the experience was unacceptable."
The owner said that three pre-prepared meals were skipped without explanation, her dog's poop was left uncleaned for over five hours despite calls and messages, and the dog vomited multiple times with no updates given.
"This kind of neglect is completely unacceptable," she said, adding that she had reached out privately to the pet hotel and hoped the management would take responsibility and improve their standards.
In response to a Stomp query, Ms Chalene Aw, Hello Human's Chief Puppy Officer, apologised and said the company took the feedback seriously.
"At Hello Human, our mission has always been to serve with love, responsibility, and trust - and we take any lapse in that commitment very seriously," she said.
"We've been in direct communication with the client and have provided full transparency, including access to CCTV footage."
Ms Aw said through their review, they confirmed the dog was fed every meal which consists of kibbles and cooked food, but acknowledged that the cooked portion was missed on two occasions due to staff error.
"We are sincerely sorry that the level of care fell short of both the client's expectations and our own standards," she said.
"This occurred during a period of management and staff transition. While this doesn't excuse the lapse, we recognise it contributed to the breakdown in communication and oversight - and we take full responsibility."
Hello Human has since issued the owner a full refund and a $1,000 service credit, which includes Ms Aw personally taking care of the dog should the owners choose to use their services again.
"We've also shared a personal invitation to meet and apologise over a meal," she added.
"We are actively strengthening our internal systems, retraining staff, and improving daily operations in order for us to serve better.
"We will also issue a public apology on our platform to address this matter.
"We welcome accountability and see this as an important opportunity to grow and serve better."
In an update on June 19, the pet owner shared that Hello Human had reached out to her but wanted to clarify that her intention in sharing the incident was never to seek 'credit, personal meetings, or any form of individual compensation'.
She maintains that her priority is set on raising 'crucial public awareness regarding the standards of pet care and accountability'.
"Therefore, while I acknowledge their communication, I am publicly declining the invitation for a personal meeting and wish to reiterate that the focus of my concerns is not financial gain," she said.
"As previously stated, due to the severe incidents Money endured and the consistent feedback I've received from other pet owners dating back to last year, I have formally lodged a complaint with the local authorities.
"My hope is they will conduct a serious and thorough investigation to ensure such incidents are prevented for any other pet in the future.
"This fight is about ensuring the well-being and safety of all our furkids."
