I can't say enough great things about my experience with Pooch Hotel in Newton. Leaving your pet behind is never easy, but the staff truly make it feel like your furry family member is staying in a home away from home. Everyone is caring, attentive, and genuinely treats the animals as if they were their own. A special thank you to Talia, who consistently goes above and beyond. You can tell she truly cares and takes the extra time to make both pets and owners feel comfortable. That kind of personal attention and compassion is hard to find and makes all the difference. It's incredibly reassuring knowing your pet is not just being watched, but actually cared for and loved while you're away. Highly recommend for anyone looking for a place where their pets will be treated like family read more

Pooch Hotel Newton - Pet Training Near Me - Newton, Massachusetts

Communicative staff, flexible hours, attentive to our pets, and constant clean up! We needed a new solution after our dog walker of 6 years, and their reference were no longer available for walks or boarding. Pooch Hotel, has become our solution for our pet needs. We have been taking our two dogs to daycare for about one month now (few visits per week) and they are doing so well! The group of dogs here is a great fit for our dogs, making it a wonderful environment for them to interact with other dogs and people. We will be testing out the boarding next, but we are very happy with the daycare! The staff answers all our questions, and they are reachable anytime. We are able to share information about our dogs' quirks, food, supplements, etc. read more

Pooch Hotel Newton - Charlie - Pet Training Near Me - Newton, Massachusetts

They do not know how to handle a dog with any kind of behavioral challenges. They are not willing to accommodate dogs who can not be in a big play group. They encouraged us to work with their dog trainer and even when we did they still would not accept our dog as a boarder. If it's easy, they are happy to take your money. If it requires any kind of skill, they are not your facility and staff! read more

I took my Golden Retriever, Zeke, to be groomed by Stefany for the first time and I'm beyond impressed! I've never seen his fur so soft and smelling so amazing Highly recommend! read more

Be aware--there is currently no overnight staff at Pooch Hotel Newton. No human is on the premises. If your pup is boarding there and there is an emergency, it could be at grave risk. read more

We love the Pooch hotel, the staff is great and everyone is extremely attentive to the dogs. Our dog has been working with Jen, who is their in house trainer, and she is fantastic. Our dog loves her and has improved immensely in a short time. We are so thankful for her and the staff. Whenever I check in on our dog she is running around and having a great time, she is always excited for drop off. The facility never smells bad and is very clean. I am happy to recommend The Pooch Hotel to all my friends read more

I picked up my dog after a 1 week stay and he has a giant sore/scab on his chest, NO ONE called me or anyone on his contact list to let us know anything happened whatsoever, in addition to that the whole week I tried viewing their cameras to find that no matter what time I logged in there weren't any dogs in the group play areas or private play area Webcams, I also gave enough food for extra meals but when I picked him up there was no food returned to me and when I fed him he ate like he'd never seen food before which isn't anything that he normally does. I don't feel like my dog was cared for in a professional manner and for the price I paid for the stay the staff should show a lot more concern for my dogs well being besides telling me to send a picture to an email address to have it investigated, and then the final insult was that I was charged an extra $10 fee for dropping him off before 7am, they let me in the building at 6:55am by the time I left it was 7:10am. There is nothing professional with anything that I experienced at this place, and for $500 to board a 60lbs dog, I definitely expected a much higher level of care and service. I went from recommending this place to everyone to now, hoping no one or their pets ever have to deal with this poor quality of service. Update: I still haven't heard from the manager who was supposed to call me after emailing but after leaving my review I was called by Megean from Customer Relations who claimed that from an Illinois office phone number can guarantee me that my dog wasn't abused during his stay In Newton, Massachusetts also according to her they are supposed to do a daily health check of animals staying there, clearly that wasn't done at all or it would have been noticed and treated and I would have been called to be informed, also during the call I was told that I should take Apollo to his vet, so on top of it all now I have to take a day off from work to spend even more money due to their neglect WHICH IS ABUSE to my dog to have him looked at and that a credit was supposed to be given to me and a new statement sent to me after my call with her which was done but the credit I got isn't even close enough to cover the Vet visit or or my day of lost pay that now due to them I have to pay for and they aren't taking responsibility for costs they caused. read more

Pooch Hotel Newton - This is not ok, looks like they kicked my dog in the chest - Pet Training Near Me - Newton, Massachusetts

Brought my healthy & happy 18month old cockapoo yesterday (7/9) only for them to give her back to me limping. Make a very upsetting, long story short, my pup has two, yes two broken weight-bearing bones in her left paw. After an ER Vet visit, left vms at Newton& corporate, almost twelve hours later received a call back saying "Penny jumped from a handlers arms after morning play group" They not only took no responsibility at all but the manager hung up on me. Wish I had this warning, Stay away! Horrible care & Horrible customer service! Tomorrow we see a surgeon read more

If I could give this place 0 stars I would. The facility is dirty, and the facility is grossly understaffed. Service is marginal at best, and employees were unfriendly. I highly recommend boarding your pet(s) elsewhere. 0/10 - would not recommend. read more

We left our puppy at the pooch hotel for a long weekend as we liked the idea of being able to see him via webcam. When we arrived at the hotel we were hoping to get some sort of tour of the facilities however they said that wasn't allowed (strange as that's normal procedure at other places). We also requested that they clip his nails which they couldn't guarantee as they don't have someone onsite at all times to do that. When we picked our dog up at the end of the weekend he smelt badly of pee (like he was laying in it), was noticeably wet, had completely lost his voice, and had a rash/bumps on his neck where his collar is. His nails also weren't clipped yet we were charged for them (which they removed after a phone call). While we can't definitely confirm the dog had a bad/good time we won't be bringing him back due to the condition he was in when we picked him up. I'm giving two stars here for the webcam (guy in the room with the dogs seemed friendly to them) and their responsiveness over the phone. read more

My dogs been there 2 days and the people were nice when we dropped her in. They let her have a experience day to get to know the place and we can watch her over the camera link. They greeted her with a smile and over the camera it seems like they are giving her a lot of attention. She gets some doggy play time with other dogs her size for a few hours in the morning and then she gets some separate play time during the afternoon. She seems to be getting a good bit of socializing but also rest time in her room read more

Pooch Hotel Newton - Pet Training Near Me - Newton, Massachusetts

This a jail and not a loving and caring environment for your dog. We will never send our dog there ever again. Out of the 4 days, 3 nights he was there, we saw him with dogs once and we kept on checking through the webcam. Every time we checked he was in solitary confinement in his cell. It was so hard to watch being so far away. He came back thinner and hadn't eaten his food and when we picked him up in the evening he made the biggest pee ever which made us wonder when he was last taken out for a walk. Don't send your dog here if he/she needs interaction with other dogs and humans. read more

Didn't love it. PROS: the hours. The fact that they have a webcam. CONS: The whole operation is way less professional than others in the area. For the price you'd think they would have their act together. The place smells... bad. They should invest in some kind of industrial air exchanger to get fresh air in there. The dogs go to the bathroom in the closed off playrooms, so I feel like you need something to keep the place smelling better. There is no outside play area. OVERALL: Probably won't go back. I don't think my pooch was a fan. read more

DON'T BRING YOUR DOGS HERE! I was so excited to have my dogs board at Pooch Hotel. On the website, it looked like a clean, organized, safe, and fun environment. I signed them up for a couple of daycare sessions so they could get used to the facility and staff before their board. What actually happened... I dropped them off in the morning and I truly believe my dogs were locked away for hours in a "suite". How do I know this? I watched the webcams from 12-2 (the time they were supposed to be having their afternoon playgroup and NO DOGS WERE TOGETHER IN ANY OF THE ROOMS!!! That means not just my dogs weren't getting an afternoon playgroup... no dogs were. Yes, at a doggy daycare and in ALL of the playrooms there were no dogs together for multiple hours! It was about a 45-minute drive to go pick them up... so when I got there the lady at the front desk lied to me and told me they'd been playing in "Playroom A" since around 12:30. When I told her I didn't see any dogs together on the webcams... she said oh, sometimes they don't work. No, I told her they were working there were just no dogs in the rooms. I saw staff members cleaning or walking by with a single dog briefly so they could urinate but I didn't see an afternoon playgroup or any dogs together AT ALL. I don't think she realized I had the webcams on the whole time, so she couldn't lie to me. Then the lady at the front desk just left and never came back! Then when I looked through the playroom window I saw over twenty dogs in a small room just standing or sitting just in time for pick up! None of them were wagging their tails. It was so traumatic. My two dogs sat huddled next to each other and my dog had tear stains which he didn't have six hours earlier. There was no love in this facility... When I got them into the car I noticed my dogs didn't smell dirty like they've been playing with other dogs. They weren't tired like they've been playing but they also weren't wagging their tails. They were seriously traumatized. read more

Can only speak on the Customer Service since I am unable to book a reservation. I have been trying for 6 months to get an appointment for my two dogs but have not had any success. I have called this establishment five times and not only does anyone ever answer the phone but they never return my call after I leave a message. Finally after my 3rd email someone responded instructing me to fill out a form and profile around March 3rd. I return the form and no one has responded to it. Finally I actually visit the Hotel and after over 5 minutes someone answered the door. I explain my situation and was told that there was no record of my emails, profiles, or phone calls and I should fill out another profile. I go on the website and clear as day I see my profile I filled out previously. At this point I am out of options and must look elsewhere. Never have I had to work so hard to give someone money to perform a service. read more

Staff is friendly, Rory was so kind in being able to make room for my puppy Eloise for the group play day care (they have done this countless times) Love being able to see Eloise on the live camera's playing with all the other dogs. Staff will even upload pictures of your dog during their stay. Eloise loves her social life at the pooch hotel. I even got a hand made paw print art piece for mother's day. Leaving your puppy can be scary for both the owner and dog but it is so reassuring when I can view her on the cameras and she is happily greeting all the other dogs in the play groups. I know she is in good hands. Only thing that we have ever had an issue with is once we needed medication given to our pup and it was not fully communicated between employees if both doses were given or not. Maybe our bad on leaving it up to them to communicate rather than being up front and asking for both doses to be given with her meals but lesson learnt on our end. We also ended up leaving our lunch bag there for at least a good month and they never lost it and always knew who it belonged to, may be small but a great gesture for their organization for each pup that visits and their belongings. Wish there were more locations through massachusetts! read more

Pooch Hotel Newton - Pooch Hotel 2023 Mother's day - Pet Training Near Me - Newton, Massachusetts

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I like that Pooch Hotel sends the video link so you can see your dog in the play room, and the staff is very friendly. Unfortunately, our dog always comes home filthy and disgusting, covered and reeking of urine apparently from running through it in that big room. read more

Elena does both of our labradoodles and they love her. She has groomed them since they were puppies: now they are full grown at almost 2 years and approx 75 lbs each. She makes them look like rockstars! We followed her here from her previous job, and we will probably never take them to anyone else. Plenty of parking, as well read more

Pooch Hotel Newton - Treats after Elena's grooming - Pet Training Near Me - Newton, Massachusetts

On a busy day they rotate through groups in the playroom i.e. one group goes to kennels and one group gets to play. While breaks in playtime are good, it seems that dogs spend way more time in the kennel than actually playing. For example my dog (when I called at 3pm on her last day) had so far only gotten 45 minutes in the playroom which meant that she had spent the rest of the day - almost 6 hours - in a kennel. I personally do not think it is ok to advertise that as "doggy daycare". I had wondered why my playful and social young dog was crying and pulling away when I brought her to the door and now I think I understand. The Pooch Hotel is clean and the staff are friendly. We had many seemingly fine experiences before deciding that we would not take our dog there anymore. They just need more space and more staff for the amount of dogs that they take in on any given day. There needs to be more transparency about how much time the dogs are actually spending in playtime and in "quiet time". The more positive reviews you read are likely from customers with small dogs who seem to get their own playroom and are in it for most of the day. Or perhaps people that never bother to check the cameras. read more

Left my dog there for 2 nights, when I picked him up he was covered in poop. I asked them to clean him up, they brought him back out, he was still covered in poop (although they cleaned up the 2 spots I pointed out). I left them with his food since he has a sensitive stomach and based on the poop he took when I picked him up, they didn't feed it to him. If 0 stars was an option that would be what I rate them. read more

ANIMAL NEGLECT! My regular place was full so we went here. The buy in was the overnight person. The first three days he was there, the Webcam showed him in his room. Never in a playgroup as we were told 3 to 5 hours of play per day. Yesterday he was out of his room for 7 minutes. In that time he was the only dog in the room. The person in there didn't play with him at all. Just sat on their phone. I emailed them asking for a call. Nothing. I finally called my regular place. They said they'd take him the rest of the time I'm away and even pick him up from this prison. DO NOT SEND YOUR DOG HERE! read more

I've been bringing my dog Scout here for boarding since she was a puppy and she's always done well! The staff are very kind, and never mind me emailing or calling to check on Scout. She's very happy to see whoever is working when I drop her off, so I know they take good care of her! I love logging into the Pooch Cam to see the dogs playing. Bottom line is the staff at the Pooch Hotel allow me to not worry on vacation, and for that I'm grateful! read more

My dog Chloe loves it here! The only place where I have ever picked her up and she wants to stay in daycare. The staff is excellent and well accommodating. I can pick her up at any time 24/7 as long as I notify them in advance. The daycare is perfect for her as she is a small Maltese with small dog syndrome and all dogs in her group are small as well. I can not thank them enough for caring for Chloe while I'm away. The prices are great for this area and well worth knowing my dog is being taken care of well. I used to go to red dog day spa but Chloe seems to like this place better. She knows the staff by now and seems to feel comfortable. Do not get turned off by the parking lot as this is a great place for boarding. In addition, they don't mind me calling to check up on Chloe and the staff all love their jobs read more

Pooch Hotel Newton - Pet Training Near Me - Newton, Massachusetts

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I brought my dog for a daycare at 1 pm and after that I was checking web cameras online but didn't see my dog. I called the Pooch hotel and the employees were not able to figure out why my dog is not in the playgroup. He was locked for two hours in a cell, while I brought him to play. People who work there just forgot to take him and no one noticed until I called! Is it acceptable? He spent 40-50 minutes playing with his friends and then was taken back to the cell.That was his second time at Pooch Hotel and later, one of the supervisors told me that on his profile he was still "under the evaluation " status. First, who is responsible for not updating his profile properly? Second, I don't see any connection between being "under the evaluation" and being locked up for two hours. Even if the employees thought that he is under evaluation, why no one still didn't interact with him? I am deeply frustrated and don't think that I will ever bring my dog there again. read more

1. I had a neighbor tell me his dog refuses to go back to Pooch Hotel -- something happened and she gets freaked out entering in their lobby. That made me nervous since his dog is not prone to freakouts. However, it was peak vacation season and I didn't realize how fast other boarding/daycare places filled up. 2. When I arrived, the young lady did not seem to know or realize that it was our first time. I actually brought up that I had filled out the paperwork I found online for new dogs coming to Pooch. She didn't offer any kind of welcome, information, or even a tour since it was our first time. I found that odd and a bit offputting. 3. I forgot about webcam access and read online that I was supposed to receive the access/login information when I checked my dog in. My husband called them to get access information and they told us that they would email us. They did not email us. When I first reached out to Pooch about boarding Brady, I emailed them and someone emailed me back, but I still thought maybe they had the wrong email for me. I emailed them at that same email, and no answer. I completely understand that they are busy and maybe couldn't get to it right away, but 2 days after the phone call and email and nothing came through for webcam access. Thus, the perk of a webcam access really meant nothing since we couldn't even use it to see Brady. 4. Every dog owner can tell when their dog is acting "off." Brady has been off since coming home. To clarify, Brady has been boarded before for several days and he's gone to doggie daycare before at a different place -- and after those instances, he comes home perfectly happy (albeit tired) and his goofy self. Since he's come home, he seems sad or mopey. He did come home smelling like pee, which I didn't like. The other times we've boarded him or doggie daycare at a different company, he didn't come home smelling like pee. I won't be sending Brady back. read more

Overall, I would recommend Pooch Hotel. The people are nice, my dog is excited to go and they have great hours. The drop in daycare option is super convenient for people who have irregular schedules, like I do. Now, I've had some ups and downs with Pooch Hotel. They had a painful ownership transition last year that led to some frustrating policy and management changes (thankfully rectified, for the most part). Prices went up. Sometimes the dog is smelly coming back. The place isn't perfect. However, the people that run the day-to-day care about my dog and have made their best effort to address small issues that have come up along the way. Happy dog, nice people and convenience have made up for occasional snafus. I find Pooch to be a great option for all day care. read more

I was weary of leaving my pup here based on the mixed reviews, but thought I would give it a shot because of the location. I had a great impression at drop off. We talked about feeding my dog lunch, her temperament, and I was assured they would write up a report card about the details of her first day for me to review upon pickup. I was glad they would do a temperament test to see how she interacted with other dogs and how they would react to her before throwing her in the mix. I dropped her off at 7:45am and called to check in at noon, because the playroom cameras were not live to view. I was told that she had been isolated since drop off and her temperament test would be at 1, and she would get to play after that. They person on the phone was unable to tell me if my dog had been crated, in a room alone, or taken for a walk at all. Upon pickup, the report card was empty and no one was able to tell me how her day was. When they handed her leash to me it was crusty and smelled like urine, which is certainly not how I left it 9 hours earlier. Pros- the first day was free so it wasn't worth complaining. Cons- I actually have no idea how my dog was cared for, and apparently neither did anyone else. I would have been furious if I paid for daycare and knew she was kept in isolation without exercise for half of the day. I also have no idea how her leash was urine-soaked. I won't be returning to find out if it happens twice. read more

Update 8/23: Just left the Animal Hospital ER. One (so far) of our dogs now has kennel cough from his boarding stay at Pooch Hotel. He is vaccinated and this just supports how disgusting this place is. read more

This was such a sad, awful experience. The location was clearly overbooked for school vacation week. I paid to have a presidental room so I could look in on my dog and thank goodness I did. She was supposed to have play sessions 3 hours in the morning and 3 in the afternoon. Turns out because they had so many dogs sessions were cut in 1/2 and I was never informed. I only figured it out because I kept checking the camera and my dog was not only in her room, but one day shredded her bed and one day shredded her pillow. I had to call both times to get someone to go clean them up so I am not sure if they have cameras everywhere how they did not see the beds being shredded. We got my dog out early. I am sure the people are very nice there, however they seemed short staffed and overworked. Never again. read more

Really disappointed in this place. Last month, we left our dog here for 6 days. Every day on the webcam the employee was on their cell phone and never engaging with the dogs. Upon pickup we went to the local dog park for a quick playtime before heading home and she passed out after 4 fetches, this has never happened to her, she's almost 9!!! We have her water and monitored her and she was fine but she was obviously dehydrated. When I called to ask/mention this, they said they always have water available but something was up. When we got home, we noticed she had no voice :( she must have been barking so much, makes me so sad. I also didn't like that they took me from her to go upstairs to her "room", I would have liked to get her settled in myself. For the price, I was expecting more and definitely don't recommend this place. read more

Use the below checklist if you visit the Pooch Hotel, 1 - The smell of Urine and chemicals. 2 - The overwhelming amount of dogs barking, drowning out the attendants. 3 - The pier 6 feel of the parking lot. 4 - The lack of access to the outside to the dog convicts. 5 - A level 7 of apathy from the workers. Sidenote: Do not use googlemaps to get here, it insists that you can drive directly in from the highway. Note, you can't. read more

Overall, we really like Pooch Hotel. We use the daycare and pick-up/drop-off services relatively frequently (we have erratic schedules). The other reviews have me a little nervous that something could go wrong in the future, but we are currently enjoying Pooch and have no plans to switch. I wanted to add my two cents: Pros: - Our pup always looks happy when we see her on the cameras :) - She hasn't come home sick in the year we have been utilizing Pooch - Pick-up & drop-off is extremely convenient and perhaps the main reason why we love Pooch so much. The drivers are really friendly and they always send me a picture when they drop off our pup which is very comforting. I don't worry about her in the van - Consistently asks for updated vet records - Staff is sooooo friendly Cons: - The lobby smells ferociously bad. Our pup doesn't come home any dirtier than other daycare services (she actually has a white underbelly/legs and they stay white!) but she does smell a little. It is to be expected with a daycare and solved with a bath but can't we get some air ventilation!? I could use a gas mask when we go in, it's that bad... - Sometimes when we request a bath/groom it isn't entered in their system and we have to follow up to make sure she gets it. Not a dealbreaker. read more

I'm new to town and was in need of a dog boarder for when I was going on vacation. My dog has frequented boarders and we've had mixed experiences, some great others not so great. I have a large dog who is high energy and gets along with dogs of all sizes. Our not so great experience have been at places that charge extra for daycare (on top of boarding) and then limit their playtime to only a few hours. After doing some research, I decided to give Pooch Hotel a try. I was a little skeptical at first since they're a chain, but we had a great experience. They offer boarding service which includes day care. I was able to make my reservation online and received a prompt email confirmation. The staff was more helpful with all my questions and always quick to respond. The place is very clean, the staff is super friendly and my dog loves it. He comes home exhausted. We'll definitely be back to visit Pooch Hotel. read more

I am in love with the Pooch Hotel. More importantly, my puppy Stella is in love with the Pooch Hotel. She's a regular at their daycare and has boarded with them a number of times as well. She comes home happy - and perhaps more importantly, tired! - every time. Since adopting Stella last spring, we have tried a number of different daycare and boarding options in the area and I find Pooch to not only be the safest, but the friendliest of all as well. They know her by name and snuggle her as if she was their own. They can tell me down to the minute how her day went and if they notice anything with her behavior or health that seems amiss. I also appreciate the fact that they give all pups "downtime" around noon to let them nap and give them a break from play. Pooch will also give Stella her carry-in lunch while she rests in her suite for no additional charge. To address some of the concerns expressed by other reviewers - I find Pooch to be the cleanest facility for daycare and boarding I have ever seen. Have you seen those other places that use couches and rugs?! All surfaces at Pooch are non-porous and the entire place is sanitized daily. I don't necessarily agree that one should criticize if their dog gets sick - that responsibility lies with other owners who bring a sick dog in. I know that if Stella were ever observed to be ill while in their care, they would separate her from the pack and call me right away. Besides, we take her with us everywhere, and there are countless other places we visit that she could pick something up as well. Also - say what you will about the Big Corporate Monster, but I find the fact that they are owned by PetCo to be a benefit. An established company means better accountability - at least when compared to my experience with other daycare/boarding facilities. Plus, the price of her care is credited towards our PALS rewards, which means that for every $50 we spend, Stella gets a new chewy toy. Puppy for the Win! read more

First day at daycare and so far so good! I have been watching the webcam and the team there has been nothing but loving towards my girl. I cried on and off all day as I watched complete strangers care for my tiny puppy. Thank you! read more

My dog loves coming here. He doesn't even look back when I hand him over to the sweet people who work there. He just goes off tail wagging and trotting along with them. The place is always clean and tidy. His little "home" where he is is perfect for him. They have an amazing range of sizes for them and they get play time! They have a whole area where they can run around together for several hours a day! It's an amazing place and I wouldn't think to take my little guy any where else. read more

Our first visit to a separate facility left me nervous, but our first time here, at Pooch Hotel with Niko was amazing! The staff was very nice! I called to get his vaccine paperwork through, they were able to contact his vets office and get that done. I also let them know that he's on a raw diet. The woman on the phone was very sweet, she said they have a freezer and they're able to accommodate his feeding preferences. Dropping him off was sad because he didn't want to go, but Niko seemed way happier when we picked him up compared to his stay at the last facility. The young man who brought Niko down told us how he did during the bath and why his harness wasn't on properly, that I really appreciated. The little things like that really made a difference to me. The woman who checked us out gave us a report card detailing how he did, how he interacted with others and his energy level etc. I was so grateful because the last place didn't seem to have anything at all to say about his stay. Along with his first daycare visit, Niko had a full bath and a de-shedding session. They did an amazing job with him! It's been two weeks and he still has a nice coat. I am definitely planning another visit, maybe boarding for three nights this time! I did hear about the camera to view the pups playing but I found that out after the visit. Niko has his own system when to use the bathroom, he has a bell that's attached to the door and every time he needs to go outside, he'll ring the bell. Niko came back and for two days straight, he urinated around the house with no effort at all to ring the bell. I take full responsibility for that, as it was my job to manage that and communicate with the staff. Before our next visit I will for sure contact the staff and see if there's any way we can get Niko to use the bell or specifically take him outside every so often. Overall, it's worth driving 30-45min to drop my puppy off, well worth the money too. I know he's in good hands with the staff at Pooch Hotel. read more

Pooch Hotel Newton - Siberian Husky_10months - Pet Training Near Me - Newton, Massachusetts

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I boarded my dog for one night on July 4, 2017. This was the first time I had used Pooch Hotel. The location is right off the highway, but the building is not in a prime location. There is also very limited parking. Walking into the building, the place smells terrible. It absolutely reeks of urine. The woman working at the front desk could have cared less about working there. She took quite sometime to check me in. I wanted to take my dog back myself and get him set up. This was not allowed. He was taken out of my arms. I asked that he be carried properly and have his back supported. The man ignored me. I was not given access to the webcam despite paying for a presidential suite. I called four times over multiple hours before finally getting someone. The plush bedding provided in the presidential suite is a towel. There is nothing plush about it. I would have brought my dog his kuranda bed had I known. I did ask that he not be taken in the playroom with other dogs. I have no way to know if they listened to this. There is no outdoor area for dogs. A fenced in outside play yard would have been nice. All the dogs use the bathroom in one of the three indoor playrooms. I cannot even think about how this is sanitary. My dog smelled like urine as well. He needed a bath as soon as he got home. It is clear that no one took any care of him. I left specific instructions with everything from 6am to 10pm on his care. I doubt anyone ever looked at it. He needed three different medications, one being his eye medicine, which is incredibly important. I have no way to know if he got it. I tried to explain upon check in how to give it to him. I was cut off, and the woman proceeded to ignore me while she rifled through his bag. My dog is an 18y.o. pug. I am incredible cautious of him, how he is cared for and anyone I leave him with. I had a last minute doctor's appointment out of state and was forced to board him. I did try to get him into other places that sounded much nicer. I will not be using any Pooch Hotel location again. The company could care less about the care of my dog. read more

Unfortunately, I have to edit my review --- We've been bringing our 5-year old dog here for boarding and playcare for the past two years. Some of the staff is very friendly, and others not-so-much. Occasionally the place seems rather dirty. Our dog has come out of the place dirty and smelly a few times. I don't love that play time is more limited compared to other places we've tried. It's something like 9-12 and 2-5, with crating at all other times, and no outside space for the dogs. We loved their old groomer, but she left a few months ago. They also have a pick-up and drop-off service for an extra fee. We haven't tried it yet, though. The last several times we've gone, the staff seemed to be confused about pricing and rules for pick-up/drop-off. The business was just recently taken-over by new management, which has made it even worse, and more expensive. Every time we call to speak to someone, they can't answer our question and promise to have someone call us "within the hour" to clarify things, but they never call back. Every-time we go in to drop-off or pick-up our dog, there's some kind of confusion about something. I don't really feel like the service is good enough for me to feel safe leaving my dog there anymore. We'll likely look into other options. read more

I booked a reservation months ago. They had all his health records. A few days before I had to check my dog in I got an email saying he needed a rabies vaccine 48 hours before I dropped him off. He was scheduled a vaccine after the date and I couldn't get an appointment before with such short notice. They then told me I wouldn't be able to bring him. Making a reservation months ago they could've given me a heads up before instead of waiting last minute. read more