I've been reading a lot of the negative comments and it made me want to post about my extremely positive experience with PHH. Individuals seem to get upset that someone does not answer the phone the moment you call, and that's usually because the staff are with the animals! I'd rather have a staff member tending to my animal than answering the phone. I usually get a phone call back within 30 minutes and usually it's just them saying "we got your call and your request, and your dog is all set." I would and do recommend PHH to all of my friends in the area. They make sure all their dogs are vaccinated and have the kennel cough vaccine, they have lofted beds in the kennel areas, they have toys and treats but also let you bring your own toys/treats/bedding, they have lots of open windows where you can see the animals, the animals always look happy and not stressed; these are all things that you expect to see in a quality kennel. All kennels and businesses will have their flaws, but if the biggest flaw with PHH is that they don't answer the phone, I can live with that. As a single person with a dog and with working odd hours and attempting to still have a social life, what I love most about PHH is their flexibility. I can pick my dog up at 9 or 10p after dropping him off at 8a for daycare, and it's never a problem. If I'm running late, I usually call to let them know and they always take it in stride. I can call the night before and they always take my dog for daycare or overnight boarding. I can even call the morning of to cancel, and they never give me a hard time. My dog always leaves happy and tired, which always makes me happy because I'm usually exhausted! Whenever I drop him off, the staff is always excited to see him and everyone knows his name. To me this demonstrates their affection for the animals who are in their care. My dog goes routinely for daycare and when he's been out for a couple weeks, staff members often say "we were so worried he wasn't coming back, we love having him here!" They also get really excited to hear that he'll be returning on a day when they're working, because they care that much about the animals. My dog's favorite game is fetch and I always hear all about how they played fetch with him for hours. My dog also has a digestive issue and will sometimes pass on eating his dinner (a behavior he demonstrates at home as well), and they always tell me if he did not finish his food or if he didn't eat it all. I know that they go through great length's to give him opportunities to eat his food which is something that I value from the staff. Oliver and I both love PHH. When I say "Oli, want to go to daycare?" He gives me a big ol' head tilt, his ears perk up, and he jolts to the door in a whole body wiggle. He sprints down the stairs, jumps in my car, and once we get to PHH, he just about breaks down the door to get inside to play with all his friends. This is behavior I'd expect to see from a dog who is EXCITED and HAPPY to be somewhere. Whenever I go to pick him up, he's usually with a staff member playing. In summary, this is a wonderful place for dogs to go and I feel confident giving them a strong and positive rating. read more

I will never bring my cat here again. I don't normally come here as it is out of the way and quite a bit more expensive than where I normally take her. My hand was forced because my regular groomer was booked until July and I could not put up with the tumbleweeds of cat hair all over the house for another month+. I called the hadley pet hotel and was pleasantly surprised that they had availability as quickly as they did, but I soon found out why. What they do, instead of setting up an appointment, is tell you to bring in your pet around a certain time and then expect you to wait however long it takes, depending on how many animals are ahead of yours. I was not told in advance that this is how they operate (which would be fantastic information to share with potential clients), so what I expected to take 20-30 minutes (like at my usual groomer) took 2+ hours (which I learned is the shortest amount of time it will take). Since i don't live a convenient distance from the pet hotel, I didn't want to drive home and then have to come back -- not knowing how long the "appointment" would take factored into this decision, and as a result my morning was pretty much wasted. Also, they never asked if my cat's rabies shots were up to date, which is cause for concern considering they groom and house animals here. When my cat was finished, the manager came out and apologised for causing such an inconvenience, but at the same time passive-aggressively blamed me for not asking these questions when I made the appointment. When I first started writing this review I gave this place 2 stars; after being charged $75 for a cat grooming and the the staff acting in a condescending manner (again, under the guise of kindness and understanding), and taking zero responsibility for causing the inconvenience (because again, it's my fault for not asking questions), I am now giving the hadley pet hotel 1 star. Never again. read more

Don't leave your pets here! Ours came home skinny, smelly and truly traumatized. They peed the minute we walked out the door and obviously hadn't gone in a long time. One dog was limping. We feel horrible about leaving them there. It was an Expensive disaster. read more

We just pick up our dogs. Their paws were covered in urine. They were left there for 2 weeks and the staining was unbelievable. Also the pads of their feet were red with sores. They were NEVER allowed outside as this kennel does not have either the zoning nor space for such activities. Apparently all dogs pee on the same pee area, which must be full of urine. I recommend you stay away. read more

This is the worst place to leave your dog. We left my sisters dog there for a wedding for the day and came back to utter chaos. They couldn't find her dog for a half hour and the staff was beyond incompetent. I had to break through the door to help locate the dog. He was in the smallest cage and had no food or water... AND he was labeled under the wrong name and information. The staff didn't even apologize and put the blame on the previous shift. This place had great reviews, but apparently the people reviewing this facility didn't see behind the scenes. Luckily our dog is safe, but do yourself a favor and don't put your loved pet there. read more

It is upsetting to me to see a couple bad reviews and not enough good ones. I have boarded my dog Chance here 3 times in the past year and have had nothing but great experiences. Over a year ago I moved from California to Mass and had no one to watch my dog when I went out of town. Boarding is very expensive and basically doubles the price of vacation. Pet Hotel boarded him for $36 a night, which can add up quickly but is also much less expensive than other places in the area and he gets numerous amounts of doggy daycare! Chance is very social and I know when he comes here he gets a mini vacation as well playing with other dogs. The staff have always been super flexible with drop off and pick up times which is a HUGE bonus. When no one is at the reception desk, it can be difficult to get in contact by phone if you are running late but who can complain about that? They have never given me a hard time when I showed up an hour late, plus in the evenings all staff is with the animals. I loved one night when I showed up to find Chance sound asleep on their slide. This validated he was exhausted from having such a great time and making new friends. Someone noted they do not give a report card when you pick up your animal? Each time I have been provided a card stating his best dog friend, staff member, how he behaved, ate, and potty schedule. As for vaccinations, upon reservation they let me know if he is out of date and if I do not act quickly, they call me with enough notice in advance. Website reservations don't work very well but what do you expect from a small business that has nothing to do with the internet? That should not be how this place is judged. I will continue to bring Chance here when I need to go out of town and having nothing but great things to say about Pet Hotel Hadley! read more

I agree about the incredibly bad phone service......nobody answers the phone! I wanted to make appointments & ask some questions.....for get it! You have to leave a msg & wait & wait till someone calls you.....at their convenience, not yours! So, I filled out a form online to make a reservation for boarding......no phone call back, no email.....acknowledging whether I had an appointment or did not?? Who runs a business like this? I am sure they will not be in business very long! read more

Flawless. We were overseas for ten days and put complete trust in PHH. Our dog gained the ability to get along with other dogs while being well cared for. He was exhausted for all the hard play time he got. Came back clean and well cared for. Despite our late arrival, we were able to pick him up Saturday evening. We were even able to check by e-mail while overseas. read more

We've left our 2 dogs here on many occasion. My dogs look forward to going to the Pet Hotel -- always lots of happy people and other dogs to play with. I completely trust them to take good care of my pets while we're away. Highly recommend. read more

I moved to the area about a year ago and have used Hadley Pet Hotel for both grooming and day care. The staff is great and extremely helpful. One of the dogs is a nervous Nelly and I have to say that these people are so patient and calm with her. The rates are reasonable and I don't worry that the dogs are being well-looked after. read more

We will not be taking our dog back to the pet hotel. My first impression of the place was great. The staff seemed very nice and I loved the whole "hotel for pets" concept. We were concerned about leaving our dog in a kennel. We got her from the pound and we were not sure if kenneling her would be too traumatic. We decided to leave her for a long weekend just to see how she would do. We explained her background to the staff and were reassured that they would keep a close eye on her. We called to check on her daily. We were always given the same standard answer of "she is doing great". We asked for a picture to be emailed to us as that was offered during check in. It took two days after our request was made before we finally received a picture. When we finally did go to pick her up we were horrified. She would not look at us when we first arrived. She had lost so much weight we could see her ribs. Clearly she was traumatized and not eating and we were never told. We were handed her belongings with an almost empty bag of dog food. The only feedback we got from anyone on staff was the usual "she did great". I was furious. Not because our dog did not do well being boarded. We knew that was a big possibility. But because not one person we spoke to told us the truth. I would have rather known she was depressed and not eating rather than told an outright lie. Maybe we could have trouble shot together about how to help her better adjust. I would have liked to have known if any staff at least tried to hand feed her. The worst case scenario would have been that we picked her up early. At least the pet hotel would have gained our trust for their honesty and true concern for our dog. If they had just told us the truth this review would be completely different. read more

Jessie's comment ignores the fact that Ray-Ray's health had no issues and the he was only 7 years old. Healthy cats do not suddenly die of heart attacks, especially young ones. However, most cats can suddenly be stricken by a heart attack when under attack by another critter--especially when confined within a small space (such as the PH's 'cat condos' play area) with no route of escape from the attacker. Noteworthy: Ray-Ray is a miniature cat, his attacker was a huge one. Also: Jessie did not comment on the fact that a new-hire was on duty that night. I am certain that Jessie and her husband mean well, are dog lovers/owners and are dedicated to the business. But the taking of a life way-before-its-time of a healthy cat is the price paid for their inexperience of managing an animal care facility as large and complex as the Pet Hotel, coupled with Jessie and her husband's youth. I suggest that they step to the plate and admit their mistakes, learn from this particularly tragic one by establishing higher standards of safety such as turning away clients that present animals that are known to be aggressive--or that display aggressiveness when being checked in. Also put into strict practice a methodology that assures that unfriendly animals that are discovered to present a danger to others after check-in are isolated in a fail-safe manner. [Visit virtually all animal shelters where you will see notes posted on cages that warn the attendants of the critters temperament. For several years I was a volunteer at the premier Monterey County SPCA .in California, one the the shelters underwritten by actress Doris Day. All cages were posted and all workers/volunteers were required to sign in and out of the locked kennels, and to post comments re observations of specific animals visited, played with or walked. read more

We have always been happy with Pet Hotel in Hadley and began doing business with them very soon after they opened their doors. Our dog is a high energy chocolate lab and very sociable. We know that when she stays at Pet Hotel that she is being well-attended and will leave there exhausted. The prices are reasonable and the staff is great. My only hesitation in writing a five-star review is that I would like to keep this place a secret. read more

I WOULD NOT recommend this place to anyone with pets. We tried to visit them before entrusting them with our 2 family dogs. They told us they could not make the time to show us around their facility so we left. Our dogs are our family, our children. Would you leave your child at a daycare facility if they refused to let you see it before hand? I think not...we will NEVER go back there. read more

I was not impressed with the pet hotel at all. When I first walked in it seemed chaotic. There were a couple customers waiting and no staff around. Finally someone came and helped everyone but they were somewhat rude. This was my first time boarding my dog and I was a little nervous about leaving her so I was asking questions about what the dogs schedule was and the receptionist seemed irritated answering them. To me first impressions mean a lot and this was definitely not a good first impression. I asked that they please make sure to put her blanket and teddy bear in her room cause it would keep her calm and they said they would. When I called to check on how she was doing I got the same 3 answers to the same 3 questions, it all sounded scripted to me. When I picked her up the bill was more than I was told because they said they had to move her to a different room because her room was double booked. They could have let me know they changed her room, I feel like they were trying to be sneaky about it. They also said she would probably need to go to the bathroom because she was just in nap time. Well I walked her around the building and she pooped 3 times and peed twice, how long is nap time? When I looked in her bag I noticed her teddy bear and blanket were exactly how I put them in, so they didn't even give her her stuff! A friend of mine was boarding her dog here and she said when she was dropping off her dog, that a small dog was left alone on the grooming table and had fallen off and was hanging there by it's neck until someone ran in and grabbed it. After hearing that and from what I experienced myself I will never bring my dog back here nor will I ever recommend it to anyone! read more

this is first time we boarded our 2 year old yellow lab stella? we were a little nervous because she is a little shy around other dogs and people? my daughter brought her lab there and was very pleased so we kept stella there for 11 days the staff was very friendly and help-ful answered all our questions and concerns my wife and i were very very pleased . it took her a few days to adjust but they say she played with all the dogs and loved the staff one staff member Chrissy i will be bringing stella back for a few play dates with other dogs and to meet the staff i would highly recommend the pet hotel in hadley thanks to hotel staff brian linda read more

I have to agree the customer service needs some improvement. The receptionist was very busy, not friendly at all. There were only two people at the facility, one was taking care of the dogs, about 12 of them all on her own, and she was having difficulty keeping them under control. A water bottle was used to introduce new dogs to the pack. the water bottle was to keep the other dogs away from the incoming dog. I was also told that there was no outdoor area for the dogs to go, meaning they have to relief themselves inside in a potty room that is sprayed with something that makes the dogs go to the bathroom. I also noticed a dog peeing in the play area. Which means there is no keeping track of when they go. I am also concern of the lack of space for that many dogs to play inside. When I left I told the receptionist that we didnt feel a good vibe and he responded by saying that it was always busy. We were hoping for a tour of the facility since it was our first time there. I hope customer service improves and additional staff are hired. Hopefully in the summer they can do a fenced yard outside for the dogs to play and potty breaks. read more

I don't like writing negative reviews so I have been hesitating doing a review on the new Hadley Pet Hotel but I feel I should contribute my two cents for those who might be considering leaving a little dog at this "hotel". First of all, I must add that this place is beautiful and that is one of the reasons we decided to rescue a dog was because we figured we had a beautiful, reliable kennel nearby if we wanted to travel for a few days. When we checked her in you would have thought we were leaving our child at nursery school. Everyone seems so assuring that she was going to be fed on time, have play time, be safe, and the time of her life. However, we left our little six pound healthy dog there for a long weekend this past fall but picked up a very sick little dog. She had lost 1/2 pound in the three days. For a tiny dog, that means she must not have eaten anything- didn't they notice? She was curled up in a little ball and didn't want anyone to touch her - even us. She was warm to touch and had no response to anyone. This was on Sunday night and on Monday our vet said she had contracted kennel cough. After two antibiotics and four weeks later she recovered. She had contracted the kennel cough although the owners claim that they had no idea she was even sick when we picked her up. When I informed the owners what had happened and to warn them that the condition exists in the kennel, they assured us that they were not aware of any such condition in their place. The owners says "it happens" in spite of kennel vaccines. As our dog had not been near any other dogs months before we took her to the kennel, she had to have picked it up there. Because our dog is so small and was so sick, our vet has asked us not to leave her at this kennel again. read more