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November 2023 by Idessa B.
If I could give half a star I would. We brought our dog in for grooming services recently and from the beginning the experience was horrible. Not only was our pet accused of being aggressive and was threatened that he would be turned away normally and that we should book when other pets are not around was offensive. Keep in mind our dog has been visiting and was trained at this location! Not only was the grooming job half done (his tail was not groomed at all) there was nothing done to rectify this issue. We will not be returning to this location and will be searching elsewhere for a better groomer.
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September 2023 by Lisa K.
I experienced the worst customer service this morning at 7:00 a.m. in the grooming department. First of all, I arrived at 6:48 and an employee that was standing outside informed me that I would not be allowed in the store until 7:00. Fair enough, however my appointment time in the grooming salon was 7:00 a.m. So, I went back to my car for 10 minutes. Approached the store at 6:58 and an employee standing outside smoking opened the door to let me in. I looked at my watch and it was 6:59 a.m. I walked into the grooming salon where the same employee (I believe it was Lacey - long brown hair) informed me that I would have to wait a few minutes because she was not allowed to punch in until 7:00 a.m. Ok, but now I am starting to get irritated with the customer service I am receiving. She then informs me that she doesn't make the rules and gets an attitude while walking out. I am standing there waiting for her to come back and in walks "Jordan" the inventory manager. He tells me to step out of the salon because the girl that walked out needed to take her dog to day care!!!!! My appointment time was 7:00 a.m. Why do I have to wait for the employee to take care of her business on company time, and why didn't she ask me to step out? Not only that the way he talked to me was like I was his worst enemy. He was definitely treating me like I was inconveniencing him. At that point I told him I would be leaving and not coming back and I told him I have never been treated so rudely. Terrible customer service. Both employees acted like they could care less.
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June 2023 by Joyel E.
If you truly care for your pet, do not take them here. I used to bring my pet here quite often, but I noticed that they do not take them out for potty breaks and one day I kept my dog there for boarding for two days. When I came to pick him up, he barely recognized me because he had been under so much stress. It took him about three days to get back to his old self, but I will never put him through that torture ever again. When they brought me his bed and blanket, it was tied in a knot in a clear bag but when I came home and opened it, everything was soaked in urine. That is totally unacceptable!
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May 2023 by Nikki L.
If you're two minutes late to an appointment they'll make you reschedule. And from what I understand they throw away LIVE ANIMALS! I'll dumpster dive to confirm this. Cruel monsters.
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March 2023 by Obrad T.
I went in to get a big white cat tree for a little less than $100, it was on sale online. This was after the nonsense the Burbank petsmart put me through, so I have a credit card and the receipt for the same product, hoping it won't be faulty this time. I went up to an employee named Julian, showed him the price for the product online and told him the whole story from what happened last time. Long story short, the product was dysfunctional, it was the last one they had in stock with no extra supplies and they refused to call nearby locations to see if they have them elsewhere, so I had to do the legwork. Despite the blatant price difference on the card/receipt, he gave me the tree without having to pay a cent more, not even sales tax! I was expecting something about store policy or following protocol or some such nonsense, but Julian did me a major solid and genuinely made my day! I didn't get screwed out of my money and the tree works just fine, so I'm a happy guy!
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March 2023 by Jimmy Sullivan
Thank you for taking care of our dogs on such a short notice! Unlike the fru-fru pet “resorts” and “camps” the PetsHotel is fairly priced and doesn’t require a dumb interview or a daycare session to make sure that your dog can stay there. The employees were all super nice and you could tell they cared about their jobs. We originally booked here in a last minute pinch and we’ll probably be returning for all our other boarding needs!
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March 2023 by Jimmy Reed
People are super nice my Dog loves going there
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March 2023 by Albert Sanders
My experience with Pets Hotel Orland Hills was utterly most pleasant to say the least. The entire staff welcomed my lovely wife,my little boy Duchie/Capote Myself with warm smiles and kind attitudes Best place to leave your fur babies overnight hands down. We absolutely love this astablishmentt.
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December 2022 by Sarah G.
I used to work in the Hotel in Orland Hills. That is my one star rating. I won't criticize the salon or store because I didn't deal with much on their end. I'm making this as short as possible. The hotel manager is a snake! If she like you , you are all good. If she doesn't like you, she find ways to write you up, manipulate you, and eventually make you want to leave. She looks for a weakness in you making it seem like she cares but just uses it against you in the long run. She doesn't train you at all either. The management at the hotel all talk about each other. Every single one. Again only speaking about the hotel. The kitchen has flies everywhere! Even when the dogs get pumpkin for their upset stomachs , I have seen the flies in the pumpkin, in your dogs bowl in their kennel! It's disgusting!!!! The dogs get extremely stressed over there too. The manager yells as soon as she goes in camp. Also, we are trained to spray your dog in the face to correct them. The sit in their bowel movements! Seen it many times! The cats are rarely looked at . It's a toxic place to work. Some people their are amazing and care deeply for the dogs and work very hard! But the hotel manager never acknowledges the hard work. She just talks about every one thinking she is perfect. I've seen hotel customers unhappy with her too. A lot of hotel workers want to leave and some have. I was excited to work there and loved all the dogs! The hotel manager ruined my time there and made my job miserable. Which is to bad. I hope that kitchen gets cleaned, the hotel workers get treated equally and respected for their hard work. It won't be coming from their toxic hotel management. I would not trust my dog over there and nobody could pay me to do so!!!!
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November 2022 by Allen M.
I went to PetSmart with my dog Farfalle to pick out a new collar. I brought him with me so he could look at the collars. I didn't want to have to take it back if he didn't like it or it didn't fit correctly. I used to like the idea of being able to bring my pet into the store, until yesterday. As I was walking down the aisle, I stepped into a large pile of droppings, left perhaps by a rhinoceros or a hippopotamus. It was a VERY large pile. It smeared all over my Oxfords. I could not find anything to clean the excrement off of my shoe. I removed the shoe and tossed it in the trash receptacle. My sock got wet because it was raining. This was unexpected and I had left my umbrella in my vehicle.
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May 2022 by John W.
Terrible treatment by the "Karen" in charge. I had a reservation for my dogs due to a business trip I had. They have stayed at this PetsHotel location several times with no issues before. One stay was over a week. I drop off my dogs and was completing the paperwork when the "Karen" in charge comes out from in back screeching at me that one of my dogs is dangerous and attempted to bite her. She claimed the dog refused to let her remove its collars and nipped at her. This confused me as she was actually holding his collar and harness in her hand as she was going ballistic at me. She then continued yelling at me saying they are now refusing me service and to take my Husky home but leave my other dog. Sorry, but you just killed my trip as I'm not going to leave a dog unattended at home for several days. I asked if PetsHotel was going to reimburse me for my lost travel expenses and she stormed away. The gentleman who brought my dogs out to me after "Karen" threw her tantrum was extremely nice about the situation and said he would try to calm "Karen" down so my dogs could stay but said she was the boss so what she says goes no matter what. I appreciated his attempt to help me but the manager of PetsMotel is a completely unprofessional drama queen who went ballistic over a minor incident involving a senior dog that she apparently upset when and however she took his collar off. I will never book at PetsHotel again, and will advise anyone that considers that location to go elsewhere as the actions of this manager were rude, indifferent, argumentative and basically completely unprofessional for someone in that position that is supposed to be trained in how to deal with animals. Total rip off only concerned with money as shows by wanting to keep one dog while sending the other home.
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March 2022 by Liena Rose A. A.
Love this place, they take such good care of our pup. Nail trimming can be hit or miss but my dog always comes home happy and the staff is just great!
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March 2022 by Rick Hansen
I've never boarded my cats before and was very nervous about leaving my beloved pets in the hands of strangers. Candi, the PetsHotel manager, eased my fears from the very moment I arrived. She was friendly, efficient and painstakingly thorough to make sure that everything went smoothly during my cats' stay. I was very happy to pick them up, but thanks to the fine folks at this PetsHotel, I wasn't too anxious while they were being boarded.
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March 2022 by Angela Bolton
I visited this store last week to make preparations for my dog to stay at the hotel but when I returned on Monday to register my dog I learned of the vaccines that are needed prior to boarding. My dog has vaccinations up to date. If I was told of the additional needed vaccinations last week- I could have planned appropriately instead of being told at the last minute that my dog will need other shots to take place 48 hrs prior to me boarding my pet there and my flight leaves 48 hrs later (Wednesday). Even on the website its not mentioned of the necessary requirements for boarding. I felt this was such a waste of my time. While I have enjoyed Petsmart as a grooming salon for the last 8 yrs-this kinda put me in a bind especially at the last minute. Only help I did received was a referral to a pet Hospital that doesn't take new patients - which wasn't Banfield that is in the store. I won't use them anymore for any other services.-Disappointed customers.
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March 2022 by Yvette Landis
They are very professional extremely kind to the pets I could not ask for anything better for my dogMy eight-month-old rescue dog is quite a handful but they’re very patient with him and because of their wonderful kindness and how they treat the animals he’s a new dog he looks forward to going there every day
