PetsHotel: Cat owners need to know that this establishment is not equipped to meet cats' needs. We had never boarded our cats before but we thought the safest, most comfortable option for our cats was to house them at PetsHotel. When I made the reservation, I was told that two cats could fit comfortably in one room, and I asked for the curtains to be drawn because my cats are very shy with others. I was told the curtains would be drawn. When I dropped the cats off, the person working the desk barely acknowledged us and engaged in no greetings with our cats. There were three pools of urine on the floor (at 7:30 A.M.). When a dog was brought in for its stay, both people working the desk (including the person helping us) greeted the dog and used excited voices in welcoming the dog and its owner. Right away I could see that dogs and cats were treated differently here, but I also understand that some people are dog people while others are cat people. I asked to see the rooms where my cats would be housed. We were denied but told that they look just like the one on display (in the window). I again reiterated that we would like our curtains closed and we were told that this wish would be accommodated. We called on the evening of 6/13 to check on the cats and were told that two of them had not used the kitty box yet. We were told to call back the next day, and when we did we were told that the two cats were continuing to have the same problem. We then decided to have the cats picked up early by a family member (my mother in law) on the afternoon of 6/15, since the lack of using the kitty box indicated that they were in some type of distress. Although I had to wait on hold during each phone conversation from anywhere from 15-25 minutes each time, at this point, I would not be writing a review. My cats were stressed; the hotel was busy--but no one seemed to be failing to do their jobs. When my mother in law arrived at 3:30 on 6/15 to pick up the cats, she was told that two of them would not come out of their rooms. They had my brother in law (not the person I added to the contact list) put on gloves, come to the back, and attempt to get the cats out of their rooms. He had us on the phone during this episode, and we could hear workers yelling and cats screaming. It was very stressful to hear this commotion from such a far distance. No one from PetsHotel ever called us. It was my BIL's responsibility to get them out and to be in contact with us. We asked him why the staff were not helping him and he indicated that he was told that the main girl working was allergic to cats. (If this fact doesn't give the letter reader pause, then I am obviously wasting my effort here.) My brother in law was only able to get two cats and he left the other two there. When I arrived to pick the other two cats up the following morning, I asked for a supervisor and began to relay my dismay that the staff was not able to handle a stressed cat, further stressed my cats and the surrounding cats out in their actions, and had people who are allergic to cats in charge of caring for these pets. A manager came out and defended the actions of the staff (although he hadn't been working when the incident occurred) and defended the fact that someone allergic to cats was in their employ. He was concerned about the safety of his staff (and, trust me, I don't want anyone to be scratched by my cats either), but expressed no concern for my cats. I was then asked to come and remove the cats from their rooms because the person working had been unsuccessful again. The "rooms" where my cats were kept are nothing like the ones I was shown. They are small cages with the same wood shelf in the model room. There is no bedding. The kitty boxes had not been cleaned, and the "rooms"/ cages are stacked on top of one another. The room was incredibly small (the size of a very small bedroom or large closet) and housing approximately 15 cages. I asked the worker why she had indicated that the curtains would be drawn when there are no curtains on these cages, and she indicated that she thought I meant the one in the window! The show window/room is clearly a deceptive practice and two workers outright lied to me about the rooms in which my cats would be staying. The staff working here are not trained to work with stressed cats, either in calming them to use the litter box, being able to handle them to get their cages, or being able to be in the same room with them (and not allergic!). In error, I assumed that a pets' hotel staff would be trained and actually care about my pets. If I merely wanted to board my cats in a kennel, I would have done so and paid less. I know my cats would not do well in a kennel, in small cages surrounded by a large number of other cats, and unsupervised. I chose an establishment that purports to be a hotel, with nice rooms for pets and trained, caring staff. I, and most importantly my cats, received none of this. read more

When I walked in I believe her name was Rolanda or something similar she greeted me with the biggest and warmest hello. When I reached the checkout she greeted me again and once again it was extremely friendly when I gave her my number for my rewards she is then greeted me with my name. She is everything that anyone in customer service should strive to be. It doesn't matter what I need now is this Petsmart is the one I'm going to. read more

I brought my dog here to be taken care of for 7 days. After 7 days, I come to pick him up and one of the staff tells me that my poor pup began to sound "hoarse" which I noticed he was breathing heavily and she continues to say that he threw up TWO DAYS into his stay and was eating less from each feeding. Yet, I'm only hearing this now when I pick up my dog AFTER I pay the $200+ for the stay. Not to mention, I take a peek at where the pets stay and it honestly looks more like an unsanitary shelter. The lady who brought my dog to me also handed the "pawgress" report which was BLANK. The next day I bring my dog to vet and he says that my little guy has an ear infection AND kennel cough. In short, this PetSmart Pet hotel is VERY unprofessional when it comes to letting an owner know if their pet is doing okay or not and obviously needs to make better precautions when boarding dogs. I paid $225 for my pup to be properly taken care of... instead he got 14 days worth of medications. read more

Took my very hyper German shepherd/Australian cattle dog to the Doggie Day care for the first time here. OMG!!! best day ever. The staff was wonderful with my dog and had great awesome response about my. read more

I was boarding my two cats at this location for 14 days due to my business trip to oversea. And I was unexpectedly back one day early to pick them up, the cats kennels were all mess and dirty, my cats running around between pee and poo. And most impressive that they were in the window show room which behind the reception desk, who whatever come to window side all can saw that . Who whatever work there were not pay attention to them. When I ask them why this kind situation happen, they respond was they do not expect I back early to pick them up, or I won't see this. Story manager Mr. Les Hiltona apology to me and promise me that hotel division manager Name Jason will call me next day to explain to me why all these happen. Until now for few weeks pass, I am not hear any reply from both of them and not any one from store. After that $ 448 boarding fee payment to them, all I get from them was they mistreat my pets,and not given dam on their client who make sure won't use their service ever again and never shop at that store. Be aware their ad, it is not real pictures you see on boarding your love pet. read more

I have left my sweet dog there several times and I really like the staff and the location. I used to leave her at the Brea store, but like the Ontario place better - it's seems cleaner and the staff seems a bit nicer. read more

Just left the Ontario Petsmart WITHOUT getting my moderately long-haired Havanese dog groomed for the second time in two weeks. I have been taking my dog to this location every 4-6 weeks for the past 3 years (for either clipped short for summer or long hair bath/grooming) and never experienced what happened 2 weeks ago. The first time they refused to bathe or groom her because they said she was matted. Now being a long haired dog she did have slight matting. I brush her about every other day so some matting is inevitable. I was pretty angry at the time but chose not to make a scene at the time. I took her home and spent 10 minutes brushing out what matts she had. Why couldn't they do the same thing? I've paid a matting fee before and would have done so again (grudgingly) but without argument cause there was light matting. She was in the same condition she is always in when I take her for bath and grooming svs. So I take her in for her appt today, pre brushed, but determined to talk to a manager about the previous appt. Today, the intake girl comments that her skin looks irritated from brushing!?! I asked to speak with a manager and as grooming manager was off today I spoke with store manager who basically said he had to abide by what groomers recommend. I understand that on the face of it I might look like the unreasonable one but I made an appointment to have my dog BATHED AND GROOMED! I pay for bathing and grooming! And today the say no they don't groom, they bathe! So why am I paying up to $60 for a bath? Over the last 3 years I've spent a lot of money on grooming service and all the supplies and toys she needs. I will NEVER enter the Ontario PetSmart store again and may never patronize a PetSmart again. read more

Petsmart employees were rude when I was returning an item (in the original package). They took my credit card for proof (after drilling me with questions beyond reason) but then walked back to an office with my card! This was not necessary and they obviously don't have concern for one's privacy. I had also left our dog at the daycare and she was bitten through the skin but no one ever told us about it-we discovered it at home. If you want your dog to have a horrible time, possibly get bitten and get sprayed with water then this is the daycare for you. We will take our business elsewhere! read more

The only person why deserves 5starts in the grooming department is Audrey. She's always been flexible and kind when taking my puppy, she was also the only one who paid any attention to cleaning up his peepee areas and paws CORRECTLY. It's been two weeks I've been trying to take him to her but I'm not even mad she's busy. The last time I took my puppy he saw raiyanna how ever you spell her name. Needless to say she sucked. BAD. He's been going in about every 2-3 weeks just for trims and 20$ can't even get him a peepee trim or paw trim I guess, anyway. He turned 4 months it was time for his rabies shot, the ORDEAL they've made about that. I said okay well he'll get it no big deal, the girl said as long as he's back by 11 from his 10am appointment he's fine. Well I ended up not taking him back I said ehh why make them rush he can come in next week. Oh all of a sudden this other girl sitting on her ass talking doing nothing while dogs are in the back says it's considered an open wound and he can't be groomed. Then has the audacity to say "he comes here a lot huh" ya not anymore buddy. Not sure who that one was but I'm sure she'll know when she reads this. But good to know petsmart is no longer trusted unless with Audrey but since she is barely every available I'll find me another spot. I used this for the convenience as I live in the complex across the way but I'll give my 20-60$ to others a bit more experienced and less lazy. Open wound my ass. read more

This review is for the pet hotel. I am very happy with our first visit there. We left our 2 dogs there for 5 nights. After the first night, they noticed my senior dog had blood in her urine. They immediately called my wife a couple times to notify her of this. We authorized them to take her to the vet (which is next door inside petsmart). Huge plus that there is a vet Banfield inside petsmart in case of situations like these. Both the hotel staff and banfield were keeping us posted on our dogs situation while we were on vacation. I feel like this was a blessing in disguise because she only pees on the grass and we wouldn't have noticed this at home. I felt like their staff was very nice and helpful and checked on our dogs every time we called to check on them. I would recommend them to anyone wanting to board their dog or cat in the area. I feel like their staff really cares about taking care of the dogs and cats and do a good job. I am taking my dogs back in 2 weeks for 5 nights again and feel comfortable leaving them there knowing they will be well taken care of. read more

I would give 0 stars if I could. I just recently moved to the the area and was debating between taking my dog to Petco which is where he went before we moved, or Petsmart which is closer to where we live now. I took my dog to get groomed for the first time at this location instead of Petco which is our usual go-to because this was closer and it was a HUGE mistake! They gave my dog back still damp and said they had a hard time drying his butt so only his butt would be wet. WRONG! His whole body was and he didn't even smell like he was just groomed. Within a matter of 2 days his skin was broken out under his armpits, on the backs of his legs, and under his neck area. This has never happened before out of all the time my dog has been getting groomed wth Petco. My dog was itching nonstop to the point that he made his skin bleed and got scabs from him scratching so badly. Took him to the vet and back to Petco to get his usual cleaning and he's been getting better with his skin rash. I'm seriously disappointed with their service and wish I would have taken the time to read reviews. We are going to make the 20 minute drive to take him to the nearest Petco where they have quality service instead of PetsMart which is conveniently located 1 mile away. read more

I took my Golden Retriever to Pet Smart for grooming. I switched from one that because the staff was rude and unfriendly and went to another Pet Smart on the other side of town. They talked me into the Furminator package at 75.00. My appointment was at 6:00 and was told it would be 2 hours. I got back there at 8:00 and she wasn't finished. No biggy, Ill shop. They were finished at 8:30. I paid and left. When I got home I realized they had not trimmed around her paw pads and done the sanitary trim as promised. I called them and they said to bring her back. I had no time for that so I can take care of it myself. 3 days later I realize that my dog has bumps and scabs on her back. I called to find out if this can happen from the furminator package. The girl said it happens sometimes if they brush them too hard. I told her my dog was itchy and miserable and she said to give her benedryl (which I had already done)and if I needed something from the doctor to let them know and they could help with expenses. Why don't they explain this to begin with? I feel terrible they brushed her so hard she has to go through this. Shes miserable. Never again. Trying a new non Pet Smart groomer next time. read more

my dog got kennel cough after boarding. :( if you don't want your dog to get sick, don't board them here. when i went to check on my dog, it was in daycamp and the staff was drawing pictures on a board instead of playing with my dog. read more