I had a terrible experience and I certainly wouldn't recommend this kennel. This was my first time using a kennel, as my two 13-year-old dogs have always stayed in people's homes through sites like MadPaws. I wasn't sure what to expect, but what I encountered was far worse than I imagined. Two days before the booking, I discovered that their system had only registered one dog, which I put down to their poorly designed website. When I made the booking, I clearly entered the pick-up time as 5.30pm. I also spoke to multiple staff members in the week leading up to the stay, and not once did anyone mention this would be an issue. Yet when I arrived to check them in, the staff member was incredibly rude. She blamed me for the pricing error and threatened that she would not admit my dogs without a confirmed pick-up time on Sunday -- otherwise I'd have to pay for another night. I told her I couldn't provide a time until we had changed our flights home, and made it clear that I wasn't paying them any more money. After a heated back-and-forth, we agreed I would email the pick-up time once confirmed. I sent it through late Friday night, yet I still received a phone call asking when the dogs were being collected. On top of that, the staff member refused to let my dogs have the blanket I had brought with me that had my scent on it to comfort them. This was especially upsetting as their website states this is allowed, and I had been reassured of the same by another staff member on the phone just two days earlier. To make matters worse, when I returned home, one of my dogs (who never gets sick) developed a chest infection, leaving me with $600 in vet bills. I called to let them know, but they didn't even bother to follow up and check on her. The whole experience was stressful, upsetting, and unprofessional. Never again and I would not recommend this place to anyone who cares about their pets. read more

I would give zero stars if possible. I had a bad experience with Hanrob a couple of years ago when my golden retriever came home with severe conjunctivitis which he didn't have when they picked him up for boarding. Two years later I decided to give Hanrob another chance given vets supposedly recommend them and the pick up and drop off is convenient for me as I'm very busy with work. I had advised Hanrob that my dog had skin allergies and required certain food for sensitive skin. They said they would feed him their brand of sensitive skin food and if he reacted badly to that they would buy the usual Royal Canin Anallergenic food I feed him. Rocky came back today stinking terribly and on inspection has a severely infected skin rash covered in pus under his chin which he didn't have before Hanrob picked him up for boarding. Hanrob clearly neglected their duty in looking after my dog and I am extremely unhappy with them. I will never be using their services again! read more

My dog stayed there many years ago for 6 weeks. She received training also from a famous trainer. When I picked her up, she was unrecognisable and ignored me. I was told an illegal metal pronged collar was used to "train" her and the trainers were bragging about it. She eventually returned to herself but always had anxiety for the rest of her life. I have never put a pet there since!!! Dog trainers think they are superior to others when they really need to have respect for the gifts that dogs are and who they are being entrusted with to care for. read more

My beloved dog DIED at Hanrob. A beautiful, healthy and happy 4yo Great Dane. As I read the reviews on this site the same problems keep on resurfacing. I wish I could say my dog will never go back there, tragically however, she never got to come home. Had it not been for the fact that I am a veterinarian, a specialist surgeon in fact, I think how my dog died would have been swept under the carpet. Imagine being woken up at 6am by one of the workers and being told 'I'm sorry but your dog has passed away'. These are the facts that through a long and tiring process I learned: - At the time of boarding, Hanrob stated '24 hour veterinary care available'. This was the number one reason I sent my dog here. They stated, when I spoke with reception staff, that animals were monitored throughout the night. This was clearly not true. My dog had a post mortem which showed she had a condition in which it would have taken her hours to die. She died a slow and very painful death that HAD she been monitored, she could have been saved by a veterinarian. - My credit card was charged on occasions without my authorization. I was charged a 'medication fee' - later told this was incorrect - and then later through my own insistence learned my dog was medicated, without my authority and knowledge because she had diarrhea - My dog boarded for almost three weeks. She did not eat hardly anything in the beginning and she had diarrhea intermittently throughout her stay. None of this was relayed to me when I called to check up. I was told everything was fine. The post mortem confirmed that my dog had no food in her intestinal tract which was also very inflamed proving she had diarrhea and was unwell. - I had requested that my dog be exercised four times a day. I was charged for this. I later learned from the manager that a mistake had occurred and this had not happened. She only received 2 x 10-15 minute toilet breaks for 2 and 1/2 weeks. Not appropriate considering she was a full grown healthy adult Great Dane. I have taken legal action against Hanrob and will do everything in my power to inform the public of the great mistakes this company has made. I am writing to let you know that I don't think its fair to spend so much money to board your animal when they are not being looked after to what your expectations are. Everyday I wish I had never sent her there. The guilt of this will remain with me forever. read more

My dog always comes home fit and happy after holidaying at Hanrob. The staff are wonderful and make such a fuss of him. He is blind now and the staff take this into account when caring for him. My husband and I are able to go on holidays without having to worry about his care. We know he will be having a good time too when he is at Hanrob. Great job guys!!! read more

'We make customer service our priority' is an interesting slogan - i paid a lot extra for my dog to stay in a suite so he would not be stressed out - I contacted them multiple times over the 3 days he was there and NEVER received a response. I asked in one of my emails what the cost of a bath was - they bathed him and charged my credit card without ever responding to my question NOR how my dog was. Who knows if he even stayed in a suite and he came back a highly strung dog. They obviously read the emails (being that they gave him a bath in response to me asking the cost) - and chose not to respond to me. They credited me back the money EVENTUALLY when I threatened to go to fair trading and then gave me the 'gift' of a free bath next time - as if I would book it again. Extremely unsatisfied - was a stressful 3 days due to moving but even more so that they did this. read more