"A little fishy/incomplete service"

NOTE: Stars awarded for the members of staff, seemed really lovely, friendly, understanding, caring and clearly work hard for the customer and the litte doggos! [5 stars for the work they did]

Things that could be improved
1. My dog was there for a week, didnt seem like she was showered/brushed. She's a mucky Jack Russell but even for her, she was horribly unkept when I saw her again.

2. I booked and paid for webcam service. They didnt have any available for the first day, so my dog was given a non webcam room. They rang me the next day and convinced me that she is happy in the nonwebcam room. I would have been selfish to move her, from the description offered. The lady on the phone mentioned I'd get my money back.

3. A month later, no refund. When I chased it up, I was told "We dont really do refunds". It's the first time I've heard of a business not returning money for services that they didnt complete. After prodding a little, I was told that I will only get it the next time 'they do bank stuff' which will be in another 28 days.

4. I was told that I'd recieve as many pictures as I like during her stay because of the webcam drama but I was sent the same picture from Day 1 whenever I asked. :/

Finally, not a massive deal
5. My dog had come into season on the last day of her holiday and the poor thing was just left to her own devices, she was dropped off by a pet taxi without a nappy. A little TLC is not too much to ask for the price.

Update:

I recieved the refund pretty promptly mostly because I knew the Angie would have chased it up for me and also I asked how they get around the Consumer Rights Act implications of not offering refunds...

"What a truly exceptional place"

What a truly exceptional place, amazing staff (especially Angie on reception) fantastic facilities, wouldn’t hesitate booking again. Thank you Elmtreekennels for looking after my babies 👏🏻👏🏻👏🏻

"I have nothing but good things to say."

I have nothing but good things to say about Elmtree. It's very fairly priced, the team are responsive and clearly love animals, and gave us regular updates on how our pup was doing. Andy, who does pickups and dropofffs, was kind and approachable.

We've had some negative experiences with leaving our dog with other people and so long as we live in London I don't think we'd ever consider anywhere else at this point.

"Highly recommended"

Our cat has been going to Elmtree for six years and we wouldn’t take him anywhere else. We’re very anxious cat parents, but the team at Elmtree, especially Natalie, Rebecca and Lauren are so nice and always provide us with updates on how our fur baby is doing. We often have a number of queries and requests and Elmtree always understands and doesn’t treat us like we’re too demanding. They really love animals and that has always been super important to us. We were a bit concerned about the whole Covid situation and leaving our cat at Elmtree during the pandemic, but we were so impressed by the measures that were taken to protect staff and visitors. We can really highly recommend it!

"Our doggies are booked for another stay…"

Our doggies are booked for another stay with Elmtree. Thank you Elmtree for taking the time to chat to me for over 30 mins regarding the doggies etc, they enjoyed their previous stay and are looking forward to the next. Honestly... I know our doggies will be so happy with you guys....It is just a different experience with Elmtree, staff are amazing. I feel relaxed going away knowing that the doggies are in good hands - Thank you. Patricia :)

"Elmtree 5 star!"

Hi, I cannot speak highly enough about this wonderful hotel, the level of service received from all staff was truly 5 Star!! a special mention has to given to Mandy (Dog handler) she was very caring & understanding to the needs for our treasured family member Hugo making him feel comfortable, relaxed & happy this helped Hugo enjoy hes time - holiday at the Elmtree Hotel. We received regular daily updates of how Hugo was getting on which helped us enjoy our holiday knowing he was well cared for,happy making new friends, Mandy even when the extra mile allowing us to collect Hugo on our return after the official hotel closing time, I can confidently recommend this Hotel as a very safe & enjoyable environment for pets to stay. Thank you to all the Elmtree Hotel.
Mr D Flora

"Just used Elmtree for the first time"

Just used Elmtree for the first time, brilliant, our dog was happy and contented , settled in at home really well

"Best Kennels around"

Staff are excellent, very friendly. Used them for the last 7 years and never worry leaving my dog with them

"Committed!"

The people working at Elmtree Luxury Pet Hotel are committed to make sure that you're reassured for leaving your pet and that the pet is fine and well taken care of. They answered all my questions, went the extra mile for me and my requests and were always caring and supportive. I was very anxious and they put my mind at ease. Didn't mind answering my questions a thousand times and they sent me pictures and videos of my cat. Thank you so much!

"Cannot Praise You Enough!"

it started with me sobbing into the arms of Andy the Hotel chauffer as my dog was screaming in the back of the van! I have a very loving temperamental 3 yr old rescue staffie, who has never been away from his mummy! I nearly cancelled the holiday there and then, in fact, I told anyone that would listen, that I would rather leave my husband at the kennel and take the dog with me! Andy reassured me my Alfie would be fine, and he was soooo right. from the minute he got there I was getting daily videos, pics and messages from Jade and Sian, the wonderful kennel maids who looked after him so well, I was especially worried as, due to his start in life, Alfie cannot stand other dogs but Elm Tree are so professional and organised that he was not subject to stressful situations, in fact each daily photo that arrived, Alfie was all smiley face! I WOULD NOT let my baby go anywhere else now and I have already booked him in for next year! thank you such Elmtree staff, you made my holiday !