Wag Hotels, a popular pet boarding company in the Bay Area, is now required to implement significant changes to its animal care and safety protocols. These new mandates are part of a legal judgment following a $150,000 settlement over allegations of animal neglect and failure to report dog bites.
The settlement was reached last month with officials from Santa Clara, San Mateo, and San Francisco counties. The specific terms, which were made public this week, aim to create a safer environment for pets under the company's care.
Key Takeaways
- Wag Hotels settled a civil lawsuit for $150,000 amid allegations of animal neglect and unreported dog bites.
- The company must now create a dedicated animal welfare department and implement comprehensive employee training.
- New rules mandate the reporting of all bite incidents and require a designated 24-hour on-call veterinarian.
- Wag Hotels admitted no wrongdoing, describing the incidents as isolated exceptions.
Mandatory Changes Under the Judgment
The legal judgment imposes a strict set of operational requirements on Wag Hotels. These measures are designed to address the specific concerns raised in the lawsuit and improve oversight across all its facilities.
New Department and Staffing Requirements
A central part of the agreement is the creation of a formal animal welfare department. This department will be managed by a qualified animal safety coordinator responsible for ensuring compliance with the new standards.
Additionally, the company must appoint a corporate officer to oversee crucial aspects of facility management. This includes hygiene, pest control, and general maintenance to ensure a clean and safe environment for the animals.
Staff Training and Emergency Protocols
The judgment mandates a new, robust employee training program. All staff will be trained in animal welfare, disease recognition, and emergency response procedures to better handle health issues and urgent situations.
To further bolster emergency preparedness, Wag Hotels must designate an on-call veterinarian or an emergency pet hospital. This resource must be available 24 hours a day to assist with any animal health needs that arise.
Addressing Allegations of Neglect and Safety
The lawsuit was initiated by San Francisco City Attorney David Chiu and District Attorney Brooke Jenkins, along with district attorneys from San Mateo and Santa Clara counties. The legal action followed a San Francisco Chronicle story that detailed serious allegations from clients and former employees.
“For many of us, pets are members of the family,” San Francisco District Attorney Brooke Jenkins said in a statement. “When we drop them off at a boarding facility, we do so expecting that they will be treated like beloved family members. This settlement helps ensure that Wag Hotels lives up to these high standards.”
In 2023, more than a dozen clients reported instances of alleged neglect. These claims included failure to provide food and essential medications, which in some cases resulted in serious injuries to pets.
Nearly 30 current and former employees supported these claims. They described facilities that were often understaffed and unclean, contributing to an environment where animals were not treated safely or properly.
Focus on Bite Reporting and Playgroup Safety
A significant focus of the lawsuit was the company's failure to report dog bites. Officials stated that a "significant" number of bite incidents between 2018-2020 and 2022-2024 were not reported to the appropriate local health authorities as required by law.
Background on the Lawsuit
The civil lawsuit was filed after numerous complaints from both customers and staff came to light. The allegations painted a picture of systemic issues related to staffing levels, facility cleanliness, and adherence to animal safety regulations across multiple locations.
To prevent future incidents, the judgment requires Wag Hotels to implement several new safety protocols:
- Mandatory Bite Reporting: The company must now report all bite incidents to local health authorities.
- Video Surveillance: Video footage related to certain animal welfare incidents must be retained for review.
- Playgroup Safety Program: A new program will manage dog playgroups based on size, temperament, and energy level to prevent overcrowding and aggression.
- Separate Enclosures: At least one separate enclosure must be available for dogs that appear tired, overstimulated, or aggressive.
Wag Hotels' Response to the Settlement
While agreeing to the terms and the $150,000 payment for penalties and fees, Wag Hotels did not admit to any wrongdoing. A spokesperson for the company stated they were pleased to have reached a “favorable resolution.”
The company characterized the incidents detailed in the lawsuit as isolated and the “exceptions” to their service history. They noted that their facilities have handled “hundreds of thousands of visits” over a 20-year period.
The spokesperson also expressed appreciation for the collaboration with the district attorneys' offices and the San Francisco city attorney's office during the resolution process. The new measures are now legally binding and will be monitored for compliance.
