Best Friends Pet Hotel Reviews Summary

Staff and Service

Pros:

• "The staff are super friendly and great with the dogs."
• "Gotta tell you, Yina Moreno the assistant manager made me and my puppy feel at ease dropping her off for her stay."
• "Alexsis reassured me that my pup would be well taken care of."
• "Eddie does a FANTASTIC JOB every single wash and cut!"
• "The staff is great and they follow directions given as they pertain to my babies."
• "They treat the dogs (and you) so kindly and are always so receptive to any requests I have."
• "Whenever we have had questions, staff are super helpful and quick to get back to us."

Cons:

• "I never got a call back."
• "No one answered the phone for the entire day on the drop off or pick up day."
• "They HABITUALLY do not answer the phones during their listed operating hours."
• "They didn't call or pick up their phone for two damn days!!!!!"
• "Making appointments over the phone, and overall communication with their staff has completely dropped."
• "When we called to ask if this is normal they were very uninterested in talking with us."
• "Communication is critical, and Best Friends did not attempt to communicate with us."

Cleanliness and Facilities

Pros:

• "The kennel was easy to find and there's plenty of parking."
• "They have a clean business environment, and also provide boarding services."
• "The cleanliness of the place was amazing you would never know it was a Pet Hotel!"
• "The facilities are immaculate, staff incredibly nice."
• "The lobby area is spacious and clean and all the staff members were very kind and professional."

Cons:

• "When he opened it during pick-up, it smelled horrible."
• "It was hot, humid and dark."
• "The cats are stuck in these small little lockers in what's called cat condos just inches from their litter box."

Management and Policies

Pros:

• "The ONE thing they did right last time was that they covered all his vet bills via their Healthy Pets plan."
• "Upgraded my dogs to better accommodations, less stress, less chance of catching anything."
• "Best Friends maintains very flexible reservation policy and will not charge anything or keep my credit card info before check in."

Cons:

• "Made a repeat reservation for my pit bull 2 weeks ago, received a call today, 2 days before Thanksgiving, that they have changed their policy."
• "The final straw, was when one of the people at the front desk told me that my dog wasn't even staying in camp for the whole day anymore, even though I was still paying for it!!"
• "Sadly, new management and almost daily policy changes have caused Best Friends to slide downhill fast."
• "Ever since the change in management this place has gone down hill."
• "Best friends has really lost its familial appeal and feels much more cold corporate."
• "We did contact Management, who was mildly apologetic over email & expressed that they were 'short staffed' & 'working things through'. When a family member responded back, no-one bothered to reply."
• "I hope Best Friends HQ will immediately investigate this issue, determine if there was foul play, and terminate all employees involved with the poor communication and care of our beloved Bandit."

Animal Care and Safety

Pros:

• "Best Friends is the one can most relief my concerns and worries."
• "My family left to go on vacation for a week and I brought them to Best Friends Pet Hotel in Greenbrook/North Plainfield. It was the best thing that we could ever do."
• "We used Best Friends for the 4th of July weekend. I was extremely satisfied as to how my dog was treated."
• "Our pets stay at Bestfriends was awesome starting from our check in with Kim the hotel manager who was very polite and professional."
• "It seems like the staff put a lot of care into the well being of the dogs which definitely makes me feel more at ease."
• "Best Friends assessed her to make sure she was a friendly pup; to keep her and other dogs safe."
• "The accommodations are nice and our dog never seems upset or traumatized-just well taken care of happy to see us."