Best Friends Pet Hotel

Most Recent Comments

• March 2024 by Leigh Dugan
  Best Friends is great, we love them. My pets come home happy, well cared for and groomed! I highly recommend Best Friends ?
• March 2024 by Farhad Ferdaus
  Don't waste your time.We went to book with Best Friends as we see the vet next door. We were told ok after preliminary calling and asking general questions. When we called back to book we were told we could not because our dog had cancer REMOVED 3 years ago and is currently cancer free. We then spoke with our vet who thought this was ridiculous since we had recent blood work that showed she was cancer free, our vet spoke with them and explained our dog was perfectly fine to stay with them and we were able to book our dogs stay. Then we receive another call from them stating that it was canceled due to their policy that no matter when a dog has had health issues they cannot stay with them, AGAINST the recommendation of our vet. They stated if a 1 year old dog had cancer and it was removed and was healthy from then on even at 11 they could not stay with them. They admitted that if we had lied and not said our dog had cancer then she could have stayed there. Absolutely asinine policies from corporate that they cannot even explain or back when asked pressing questions. HORRIBLE communication and terrible policy.Just so everyone knows, their policy supersedes a veterinarians medical diagnosis. In other words, if a Vet tells them one thing and proves it to be a fact with medical evidence, their policy says they can and will ignore that diagnosis and do what they think is good for the dog. They are letting untrained people diagnose your dog. It’s very dangerous to have someone not trained in animal medicine make medial decisions for your dog. They will tell you “our policy is for the safety of the animal.” That is a huge lie. They don’t care about the health of your dog. They only care about the liability of their own business. DO NOT USE THIS PLACE. The manager Alfredo has the worst communication with the staff and also customers. Do not trust what Alfredo says. Make sure everything is in writing. Alfredo will tell you everything is fine then change it without notice. Be very careful of this place.
• March 2024 by Margaret Harding
  I'd give a zero if I could. The manager called and informed us they wouldn't take our dog 2 DAYS before our planned trip. They had the reservation for a month and knew our dog takes medication for seizures. He is well controlled and has been successfully boarded elsewhere numerous times. Their right to say no, but no excuse for such a late notice.Needless to say, we will never be back.
• December 2023 by Fred
  The last two times I’ve boarded him, he’s come home with minor injuries. Front toenails severely bruised, infected hairless patch under his front armpits, and a deep scrape on his left shoulder. As a Corgi, it is physically impossible for him to reach those spots on his body with either his mouth or legs.I took Gus in on Sunday, and got a call on Friday about his injuries. Why did it take 5 days to notice a puss oozing, weeping wound? Why was the 2 inch gash with very thick scab not noticed by the person giving him a bath?I’ve taken my dogs to this facility for the last decade, but due to your consistent quantity over quality approach my business will be taken elsewhere.
• December 2023 by Rosa Hernandez
  He came back so happy
• October 2023 by Nick Catalano
  I just picked up my two dogs from here. This is only the second time we have boarded with them. The first time, we didn’t have a great experience but my partner and I figured it could’ve just been an off day or new staff. Nope. The environment when we walked in there was VERY negative from the staff. We were told that we would get a call when the dogs were ready to be picked up. When it got to within an hour of this place closing, we figured they must’ve forgotten or be busy and we would just head over there and hope the dogs were bathed. When we are about five minutes away, a staff member called us asking, “are you going to pick up your dogs?” We said we had been waiting for a call and this staff said, “my associate called you and left a message.” My partner and I both checked our recent calls, voicemails, and even texts and had no such phone call in our records. When we got there, the attitude just got worse. When we asked how the dogs did over their stay, we got a shrug and a, “you’ll get a report card… I think they ate well.” This was so discomforting to know we had left our dogs in the care of someone so uncaring. Also, we hadn’t gotten a report card the first time we boarded with them, so were not anticipating getting a second one. I didn’t want to spend more than five minutes of my time in this hostile and unfriendly environment so I can’t imagine how my dogs must have felt being there for days. If you care for your pets at all, you’ll keep them far away from this place.
• August 2023 by Marylou V.
  Terrible groomer Cut my dog, did not tell me Had to take my pet to vet Do not take your pet to this groomer
• July 2023 by Jennifer K.
  I've now had the second horrific experience in 7 months and mostly result of front desk. I went to pick my cat up this morning. The gentleman whom I learned was the owner, yes owner came out back to take dog back to day care. He had miserable look on face and didn't interact with the owner. Just took dog. Comes back with miserable look on face. I said who I was there to pick up. Then asked to make sure nails clipped per my booking. He said well no groomer there who is comfortable trimming cats nails. Whaaaat? Proceeded to say they did best and couldn't do one leg. No apology or anything. Just a miserable look on face. This is where I lost composure and said then I need a refund since I didn't get what I paid for and now have to pay someone else. Instead of being nice to have a discussion he said services were rendered and no since my cat wasn't cooperative. Um no. Not my fault their groomer doesn't do cats. They should have reached out to me. Then he asked me if I can do them almost like if I can't how can they? Ummm moot point. I paid for professional to do them. After horrible exchange I did get money back. I then found out he was owner and said he wasn't very customer service oriented. He said he gives off energy he receives. I started out smiling and nice but I was angry. I then found out he's new owner as of a year ago which explains everything! For about 6 years it was a great experience and now front desk is so rude with attitude. When I walked in, the place smelled so bad and the rugs were covered in dog hair. Never ever have I experienced unsanitary conditions here. It's so unfortunate it's under nasty management. He nodes himself with degree in hospitality which is quite funny. Not knowing who he was when I dropped my cat off, I saw him sitting at front desk not smiling or acknowledging any customers. It makes me so sad that a former hidden gem has gone terribly wrong. Not only in unfriendly staff but sanitation. It's not a place I want my cat at. So so sad about this. Hopefully my cat doesn't get fleas or anything from the wads of dog hair in lobby and feel terrible I left my cat in a smelly place.
• July 2023 by Oscar Balza
  Awesome service. They took excellent care of our pets. Our pets love the staff and know them "almost by name" - will definitely go back to Best Friend Pet Hotel
• July 2023 by Barbara Carroll
  Took days to return my phone call. Spoke so quickly that the message was unintelligible. Would not recommend!
• January 2023 by Jen Kuhar
  I have boarded my cat here for years. This last time, the staff was not friendly. I could feel negative vibes the second I walked in to check in my cat. The woman behind desk was not friendly and didn’t smile. I tried to review what I wanted for my cat (play time, nail clipping). She basically walked in back without ending our conversation and her colleague had to take over. I specifically asked his nails be clipped day before he went home because in past, he’s not been ready when I went to pick him up. I confirmed before I left.Today, I came to get him and was told by the same unfriendly woman that his nails hadn’t been clipped yet. When I asked why I was told they didn’t have time yesterday. Um, i requested 10 days ago. She said they were booked yesterday with dogs. A simple call this morning to let me know and provide a time he would be ready was all they needed to do to avoid my displeasure. When I inquired about playtime, they said he didn’t always feel like playing. I sent her m with several ball type toys. He loves to chase them when you throw them. Although might be accurate, my guess is they were too short staffed for active play.Additionally, a man walked in to book grooming for his dog with same woman. I witnessed her being unfriendly and didn’t even tell him the different options. He had to ask.Not the same place as it once was. The staff was always so friendly and thorough. It’s unfortunately changed and not for better. Seriously considering finding another boarding place over giving them another chance. So bummed.
• October 2022 by Drea D BJ
  ZERO STARS! Do not send your pets here. This facility has the shadiest business practices and are entirely unprofessional. I don't ever leave negative reviews, but I feel it my ethical obligation to steer people clear from this business. We moved to the area two years ago and travel quite regularly. We board our 3 dogs here each time we leave town-- I'd say we've boarded them at least 10 times at this point. Each time we board with them we run into some issue (i.e., random, unexplained fees, ignoring our attempts to check in on our pups, etc), but we chalked these concerns up to their busy schedules or a mistake on our end and have let it go each time. Today's interaction when attempting to board our pups was the straw that broke the camel's back... Usually, I make a boarding reservation through the website, but because one of our dogs had surgery 3 weeks ago, I called them directly to be sure that they'd take him and give him the care he needs. I carefully and thoroughly described the circumstances and the care our dog would need during his stay. My dogs are my children. I was not going to agree to drop him off anywhere unless I was sure that he would be given the appropriate care. I was reassured on the phone that they can take him and adhere to his post-op plan (isolated from other dogs, and taken on leashed bathroom breaks to limit mobility). The person I spoke to on the phone requested that I reach out to our surgeon and request a letter verifying the administration of his pain medication. Immediately after the call, I did exactly that. I sent an email to our surgeon, copied Best Friends in that email, and a letter clearing our dog for boarding and verifying medication administration was sent. In my email request to our surgeon, I reiterated the agreement that was made over the phone so that our surgeon’s office knew that the Best Friends were made aware of our dog’s recent surgery and were willing to adhere to his treatment plan. The person I spoke to made the reservation for us over the phone and again, reassured us that our dog would be in good care. Today was supposed to be drop off for a 5 day stay. We leave on a flight tonight. My husband showed up this morning for drop off and THEY TURNED HIM AWAY stating that they can’t take a dog with post-op care DESPITE MY ASKING THEM THIS QUESTION DIRECTLY OVER THE PHONE AND BEING TOLD THE OPPOSITE. So now we leave in 5 hours with nowhere to board our dogs. To add insult to injury, after 4 hours, I finally heard back from the manager Alfredo (despite being told he would call be as soon as he got into the office) who took zero accountability and was painfully defensive. Don’t bother giving this place your business.
• October 2022 by Andrea D.
  ZERO STARS! Do not send your pets here. This facility has the shadiest business practices and are entirely unprofessional. I don't ever leave negative reviews, but I feel it my ethical obligation to steer people clear from this business. We moved to the area two years ago and travel quite regularly. We board our 3 dogs here each time we leave town-- I'd say we've boarded them at least 10 times at this point. Each time we board with them we run into some issue (i.e., random, unexplained fees, ignoring our attempts to check in on our pups, etc), but we chalked these concerns up to their busy schedules or a mistake on our end and have let it go each time. Today's interaction when attempting to board our pups was the straw that broke the camel's back... Usually, I make a boarding reservation through the website, but because one of our dogs had surgery 3 weeks ago, I called them directly to be sure that they'd take him and give him the care he needs. I carefully and thoroughly described the circumstances and the care our dog would need during his stay. My dogs are my children. I was not going to agree to drop him off anywhere unless I was sure that he would be given the appropriate care. I was reassured on the phone that they can take him and adhere to his post-op plan (isolated from other dogs, and taken on leashed bathroom breaks to limit mobility). The person I spoke to on the phone requested that I reach out to our surgeon and request a letter verifying the administration of his pain medication. Immediately after the call, I did exactly that. I sent an email to our surgeon, copied Best Friends in that email, and a letter clearing our dog for boarding and verifying medication administration was sent. In my email request to our surgeon, I reiterated the agreement that was made over the phone so that our surgeon's office knew that the Best Friends were made aware of our dog's recent surgery and were willing to adhere to his treatment plan. The person I spoke to made the reservation for us over the phone and again, reassured us that our dog would be in good care. Today was supposed to be drop off for a 5 day stay. We leave on a flight tonight. My husband showed up this morning for drop off and THEY TURNED HIM AWAY stating that they can't take a dog with post-op care DESPITE MY ASKING THEM THIS QUESTION DIRECTLY OVER THE PHONE AND BEING TOLD THE OPPOSITE. So now we leave in 5 hours with nowhere to board our dogs. To add insult to injury, after 4 hours, I finally heard back from the manager Alfredo (despite being told he would call be as soon as he got into the office) who took zero accountability and was painfully defensive. Don't bother giving this place your business.****I'm adding this part of the review after Alfredo's response to the review. I also added a photo for reference of the email that all staff at Best Friends saw:The team at Best Friends had ample time to communicate with me that they cannot care for my dog in his current post-op state. They didn't. I did my due diligence as a pet owner to ensure that my dog would be given the care he deserves. I asked all the questions, and shared all the necessary information about my pet's care. As I said to Alfredo on the phone, my issue is not with the fact that they have boundaries around what care they safely offer. Frankly, if they don't think they can offer the right care, then I don't want my dog to be there either. My issue is that they ASSURED me over and over again that they could care for my dog, they even saw the email were I reiterated the agreement, and never, in 2 weeks, thought to correct it. Zero accountability. Zero professionalism. Zero stars. Now I understand all the negative reviews.
• August 2022 by Jill D.
  We've been using the boarding services for several years. I've liked it enough, clean facility and next to animal hospital, which made me feel a little better about leaving our dog. However, several recent experiences with the person at the front desk has made me change my mind about taking my dog there again. He is one of the most unfriendly, rudest people. This is not the first time I've encountered him and his attitude. I sure hope he treats the pets better than the people.
• July 2022 by Casey C.
  I board my 3 pups here. Prices are reasonable. There's promotions & coupons. It's clean & friendly. You can have your dogs groomed on their last day there so they're nice and clean when they go home& you also get a later pick up time if you do that. Great place!