"The staff seemed friendly and it was nice being able to watch my dog online during group play."
"All of the staff are friendly and he is always so happy to see them at drop off."
"The staff is super friendly and loving to my fur baby."
"The staff is friendly and accommodating."
"They are always professional and always there if I have any questions or concerns."
"The staff at best friends made me feel so at ease."
"Very friendly staff and an excellent grooming center."
Cons:
"They take the dogs and throw them into kennels before they allow them to play at camp."
"Worst service I have ever experienced in my life. I will NEVER EVER EVER be returning back to Best Friends Pet Hotel AGAIN!!!!"
"Care for my dog was good. Customer service regarding rates always quoted wrong. Manager tried to blame staff."
"Positives: my dog comes back clean and looking pretty. Negatives: staff is difficult and not accommodating."
"The moment we walked in the door the staff was extremely rude and unwelcoming."
"First off, they NEVER answer the phone."
"The employees act stressed out, overworked and unhappy."
Cleanliness and Facility
Pros:
"Very clean kernels."
"Clean accommodations and activities for the furry friends."
"They do keep a clean place and will accommodate requests for group or individual play when you have overnights."
"Facility is modern, clean and the staff is friendly and totally on top of everything."
"The facility is clean and there are always cute themed days for the pups to align with the holidays."
"The facility is clean and well maintained."
"Best Friends in Berlin, NJ is always immaculate in appearance and smells pleasant all the time."
Cons:
"Worst place to take your pet. Took my Dog she was 20lbs going in left 17lbs after a few days and she came back coughing."
"It felt like I was dropping both of my dogs off at the SPCA."
"3 times in a row my dog has gotten sick after leaving this location."
"I have to question whether they are using flea/tick killer to treat their kennels."
"Flea infestation. Best way to describe it. I left my dog there for the weekend, and now my dog and my cat are flea ridden."
"When I picked my dog up after a week she had pee stains on her paws and what looked like either feces or vomit on her fur."
"A year ago, we boarded our two guinea pigs here and they received excellent care. I just picked them up from a week's stay, and the condition of their cage is deplorable."
Cost and Policies
Pros:
"Good prices, great attention to your pet, love being able to see me dog on the pet cam."
"We really do feel comfortable and safe bringing our dog here and love the level of service that we receive."
"Great pricing, great staff, and most important, my pets were in the best shape of their lives when I got them!"
"The price point is very fair and the customer service experience is coupled with lots of TLC for my rather neurotic dog."
"Great place for dog and cat care. My animals seem well cared for here and the staff is very friendly."
Cons:
"Was unaware of a minimum stay/cost policy, was charged for days instead of nights."
"I show up and next they tell me it’s going to be $250. How did it go from $160 to $250?!"
"We tried to get a grooming appointment for the pick up day and they were booked."
"I also paid for his nails to be trimmed, which the employees told me they had no record of him actually getting them trimmed, but charged me anyway."