Pet lounge Disgusting Experience

I am writing to express our extreme disappointment and frustration with the appalling service and conditions experienced by my Director at your Bidvest Pet Services facility at George Airport.

The staff on duty were unhelpful and appeared indifferent to both the pets’ welfare and the customers’ needs. The facility itself was in a shocking state — unsanitary and entirely unsuitable for animals or paying customers. We witnessed chemicals, plastics, cigarette butts, and even used ******s scattered around. There was no fresh water available for the pets after a long journey, which is wholly unacceptable and a clear health and safety concern.

The area appeared more like a staff hangout than a professional pet-care facility. It also lacked any provisions for customers in the event that clean-up or assistance was required. To make matters worse, the manager was not on site, and when contacted, they were rude and dismissive rather than helpful.

This experience was not only unpleasant but deeply concerning from an animal welfare and customer service standpoint. We have video evidence of these conditions and are prepared to escalate this matter if it is not addressed promptly and appropriately.

We expect a formal response and clear corrective action to ensure no other customers or their pets endure similar treatment.