She can put them in the carrier just fine. It's catching them that's difficult for her. And TBH, one of the reasons I was so hesitant to escalate the situation is that I am on the fence about using her again. I like her set up more than other boarding facilities, and I am not particularly comfortable with letting people in my home when I'm not here, to use something like Rover. So my husband talked me out of burning the bridge lol.

Right now I'm angry enough to say we won't use her again, but we'll see in six months when I am deciding if I want to leave my babies in a traditional cattery where they have to live in little cages. Which is basically the only other option here.