It's funny that in this businesses description on Yelp and in the sign on their window Curbside Pick-Up and Drop-Off is available, yet when I showed up today to drop my dog off the person at the front desk made me come inside. After pointing out the curbside option to her she refused and made me enter to answer 3 questions in person that could have just as easily been done over the phone when I called to alert them I was there. She also had her mask just over her mouth not her nose. This was sheer laziness and irresponsibility. Updated: The manager reached out to me and confirmed curbside is still in effect and improper mask use will not be tolerated. She also upgraded my dogs room which was appreciated. Thank you for addressing my customer service concerns promptly. I have changed the review from 2 stars to 4 stars to reflect this and since my dog always seems to enjoy himself there! read more

*Please read and reconsider using* We thought this would be a good option for occasional overnights, and the location next to the train station was convenient. However, we had a lot of problems from the beginning. We have an older chocolate lab that gets along with every dog she met. The first time we picked her up from a overnight she had scabs on her ears, and we were told that other dogs were humping her in the general play area, I guess biting her ears at the same time. (We have never seen this happen to her before). I asked why those dogs were not separated and they said they didn't notice soon enough. The second time it happened again, and preemptively separated her from the rest of the pack by keeping her in the kennel all day. I didn't think that was fair vs. removing the aggressors. I asked if she had at least been given a walk or some kind of play time to offset being kennel all day, and they said no that would have been extra. I was upset because no one notified of this and we would've gladly had paid if needed. Most recently we had her boarded overnight and called in advance to let them know we would be coming for an after hours pick up, which they said was fine. Apparently that message never got to the person who was on the overnight shift. When we got there, no one answered. We knocked, called, and rang the doorbell for a half an hour, and no one was in the building. About an hour later, we got a call from the person who was on the shift who apologized and said they had stepped out for dinner. This is very upsetting considering the advertised 24 hour person care, and if no one was in the building for over an hour, who was there to watch if something happened like a fire or a fight or a health concern? On top of it, that person is the director of the facility and should have known better not to leave the premise. Have your dinner in a break room, but don't leave the building for over an hour unattended. We went back the next morning to get her and the staff did not even know she was still there! It blows my mind they have no record of the dogs in their care? At the end of the day the facility is not run professionally, the care is questionable, the management is irresponsible, and there's false advertising about availability and on-site protection. If you love your dog, please reconsider boarding here until things change. read more

** Please Read Before Bringing Your Dogs to Pooch Hotel** The new manager, Sue Reda, is absolutely HORRIBLE. She takes **no accountability** for anything. She missed fed my dog -- and I can't help but worry, what if it had been medication instead? This isn't just frustrating, it's dangerous. Other clients have noticed issues too. One of my friends' dogs was completely forgotten -- how are we supposed to trust they're even being let out for potties or cared for? To make things worse, I personally saw a pit bull mix placed in the small dog group. I have nothing against the breed, but that is absolutely not a small dog! -- it's unsafe and reckless. I'm sharing this because I care about the safety of all our pets. Please, **reconsider before trusting Pooch Hotel with your dog** under its current management. To Sue Reda: This isn't the job for you. Please reconsider this position -- it is NOT meant for you. The care of people's beloved pets is a serious responsibility, and this role demands far more attention, compassion, and professionalism than what's currently being shown. read more

Booked an appointment for grooming with nothing but problems from the get go. Moved here from the Bahamas, had all the correct paperwork for Homeland Security, regarding vaccinations, rabies certificate, etc. Get a call from the groomers a couple of days before the grooming, stating that the rabies certificate wasn't good enough as there was no lot number on the vaccination that they used (which was a 3 year booster, good until 2027). If the paperwork is good enough to import my dog, clearly it enough information for a wash and haircut. Needless to say, the night before the grooming, Murphy's appointment was canceled due to the groomer being "sick". Not the most intelligent staff that I spoke to, not able to think outside the box. After speaking to the vet in the Bahamas, he gave me the name of the vaccine manufacturer (which was on the rabies certificate) and they said okay all good and we will see you for Murphy's grooming. Not at all impressed by the service I received on the phone, basically insinuating that it was a false certificate, or incomplete. I was referred to Pooch Hotel from a friend of a friend (which had never been to the establishment). Don't book for a grooming if you are from outside of the USA, they don't seem to be able to read or decipher out of country rabies certificates, as we all know that is a very difficult task. read more

UPDATE: (changed from 1 star to three) I had reached out (email) to "corporate" before writing the review below. Have now received a nice response 1) apology, 2) 2 night credit for presidential suit, 3) a Hope/request that they will rebuild trust, and 4) they will talk to the people involved to improve process/experience in future. Doesn't completely make up for my lost holiday weekend away. And, it was a lovely email and a nice gesture. Thank you! ORIGINAL REVIEW: My experience: Went online. Did an inquiry as directed. Received an email saying there was availability. Yay! Booked online. Yay! Called and confirmed all good. Yes, all good. Received email all confirmed. Yay! Late at night (day before dropping off pup) received an email: subject line said cancelled appt Bc over sold and in the email body it says we understand ur plans changed so we cancelled as you requested. Huh? I never asked for a cancellation. Called and emailed. Received an email saying, the person who confirmed my stay is new and we are overbooked. Didn't offer a different room or anything. PS wasn't sure I believed them Bc I checked online, says rooms available. (So either online is not accurate or people or both). If they can't handle reservations how can they handle my pup? PS holiday weekend. Couldn't find anyone to watch our dog. Had to cancel plans. Very sad family. First vaca since covid. Disappointing. read more

We recently moved to CT and have been boarding our dogs with Pooch Hotel Norwalk. I booked for Thanksgiving holidays early and paid my deposit as I knew this would be a busy time. I recently called to make an adjustment to my booking and was told that my booking had been canceled by me. NO WAY would I have done this as we had flights to visit our family already booked months ago. I remember them calling me to confirm my booking and I told them that yes we definitely still needed the booked stay. I don't know if when they called someone overheard them ask about my dogs by name and then they called pretending to be me or if the person calling inadvertently canceled our booking. I NEVER canceled this booking. They were completely unapologetic and didn't care that I was so upset. They had an "oh well" attitude. Do not rely on boarding bookings here - you too could be totally surprised and in a lurch. read more

Like its "people hotel" counterparts, I firmly believe that an establishment of this sort can only be as good as the team it employs to run and deliver its services. And let me say without hesitation, the Norwalk team at Pooch Hotel is out of this world -- teeming with talent, compassion and a palpable sense of true love for the 4-legged friends they serve. From start to finish, we enjoyed top-notch hospitality, friendly and attentive customer service, and better quality care and than we have at most two-legged hotels! Their "puppy cam" monitoring capabilities give nervous pup-parents like us peace of mind through a bit of nosy surveillance. Every time we watched Shea, our 7 year old bichon, either in his room or at play, we witnessed angels at work. Perhaps most touching was watching our admittedly fussy eater at meal time - when a staff member saw Shea having trouble with his dinner, we watched as he proceeded to sit down in his room beside him and hand feed Shea his entire meal. We were so touched by his and everyone's genuine commitment to a true "pup-centered" approach! We are so grateful to have the Pooch Hotel in our backyard. Until now, being a pet owner has admittedly kept us back from traveling, but we won't hesitate to check in again next time we want to get away! read more

Pooch Hotel Norwalk - One of Pooch Hotel's angels in action, hand feeding dinner to our fussy eater. - Pet Groomers Near Me - Norwalk, Connecticut

I made a reservation on April 16th to drop my dog off for Daycare on May 4th for my sons baptism and 1st birthday party. They asked for my vets info which was given so that they could get his vaccination record. Since then I received zero communication. This morning I left 3 voicemails between 9 and 930am to call me to confirm. Zero communication. I called at 6:10pm and they confirm my the reservation but didn't have the vaccination record yet. It's been 3 weeks and no one communicated that as I could have gotten it sent over at any point. My vet opens at 9am and my sons baptism is at 930am so there is not enough time to get this done. Now I had to hire someone to take my dog for the day. As someone who would have been a new customer, your level of customer service is subpar at best and the level of communication is non existent. read more

Three stars simply because they do not let dogs outside to relieve themselves. If you're like me, you naively though dog daycare was a good idea for long work days so the dog doesn't have to wait all day to go. It's unclear from their website - but Pooch Hotel is entirely indoor and they expect the dogs to go to the bathroom inside. If you have a housebroken dog, like me, this is basically forcing them to wait uncomfortably u til they have an "accident" and/or training your dog not to be housebroken any more. Outside 10-minute walks - which they insist on calling "hikes" even though the place is in the middle of a parking lot - are $15 and you can't control when they go out. In my case, they took my dog out 45 minutes after I dropped her off and then she waited 6 hours for me to pick her up, at which time she literally dragged me outside to relieve herself. Three stars because place is clean and staff is nice. But, really, without bathroom breaks, what's the point??? read more

The Pooch Hotel in Norwalk is fine if nothing goes wrong with your dog while it is there. We've used them for about 3 years for daycare and boarding. Usually our dog came back tired and happy, and the staff for the most part was pleasant and seemed to care about the animals. However, there have been 3 times that our dog has been injured while in their care that we did not receive prompt and accurate notification for. For how much they charge, the lack of communication is inexcusable. The most recent experience we had while boarding our dog has eliminated my confidence in them completely and I won't trust them to care for my dog again. We had one incident a couple of years ago where we noticed after we got home that our dog had a cut on his head that had been treated. We called PH back and they responded adequately that they had meant to tell us at pick up but since it was later on and a bit busy it was overlooked and they apologized and gave us a free day of daycare. Fine, so we gave them another chance. This time, while out of the country, I received a email from PH that my dog had an allergic reaction TWO DAYS AGO and his mouth was swollen and bleeding from where he had been scratching. They said they tried to call us, but didn't get a response (because we were out of the country) and asked if they could they give him Bendaryl. Instead of emailing us, calling the vet, or calling our emergency contact, they let him suffer for two days. As soon as I received the email, I immediately called PH back but was sent to voicemail where I left a message, and I also responded to the email. Later the next morning I still had no response so we called them again and were able to get in touch with PH. They had no reason for us as to why the vet or our emergency contact wasn't notified for 2 days. I eventually was able to listen to my voicemail, where the first one stated our dog was scratching himself to the point of bleeding due to stress (not typical for him). The second voicemail mentioned an allergic reaction. Either way it is enough that if he was swollen and bleeding this warrants a call to our emergency contact or vet if they couldn't get a hold of us. Then, immediately after returning home with our dog, I noticed he was unable to run up the stairs and was limping. I called PH back and asked what happened but they told me nothing happened and I didn't notice him limping while I was picking him up. I said the limp was only noticeable when he was going upstairs, so of course I didn't notice it while I was picking him up since there weren't any stairs. They responded defensively that there were stairs leaving the building and if I wanted to come back I could look at the cameras that showed he wasn't limping when he went down them. I said regardless of whether he was seen on cameras limping or not, obviously something happened, so I wanted to know what it was. They were insistent and defensive that they didn't see him limping, and showed little concern. They weren't able to tell me what happened. After speaking to another manager she reviewed the tapes in the suite he was placed I to see how he could have injured himself. He was jumping to look out the window after being confined to the room where he could be monitored more closely (not). He was jumping for hours since he was locked in a room all day instead of out with the other dogs. After looking at the tapes she saw where he injured himself and then afterwards he could be seen limping getting in and out of the raised bed. Once he injured himself he stopped jumping and then remained in bed, which would have been seen if he was really being monitored as closely as they claimed. They also should have noticed this and giving him a bed he didn't need to jump into, causing him further pain for the remaining time of his stay. For having spent thousands of dollars at Pooch Hotel, the lack of communication regarding our dog's injuries is inexcusable. It is worth the effort to find other means to look after your dog, because if something happens to your pet, you cannot count on PH to give you accurate and quick information. read more

Very friendly staff and clean facility. Play time is monitored by staff member in with the dogs who cleans up after them immediately. They separate the dogs for play time according to size and temperament. When I go in the staff knows the dogs by name and they clearly form a bond with each dog. Basically, they are dog people and play with the pets. They check behavior and won't put aggressive dogs into the play area when they are aware of it. I think they observe each new dog first. All the dogs I've seen coming and going are happy so that says something about how comfortable they are in that setting. Best part is it's right at the train station! Drop off and catch the train and pick up after work for doggie daycare. Perfect! They train, groom, daycare and board. read more

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I boarded my two year old puppy at the Pooch Hotel (that is her in the picture) from 05/07/15 to 05/12/15. I love this place and so does my dog. My dog got play time everyday with other puppies for no additional charge. The standard room is a very good size. I brought her bed, blanket and a couple of toys. I got eveything back when I picked her up which is a major plus because I have boarded her with other facilities and half of her stuff went missing. All of the people that I met here really nice. The price is very good for what you are receiving....... I really like this place and would board her here again. I would recommend this place to anyone who needed a good place to leave their dog while they are out of town, 8). read more

My dog goes to Pooch Hotel 5 days a week and loves it there. I feel at easy while I am at work knowing that my 10 month old chihuahua is being cared for by such kind and caring staff. The first day I dropped my dog off there I was a nervous wreck. The staff was so kind and answered all of my questions and listened to me babble on about leaving her for the first time. Haha! I recommend this daycare to anyone looking for a place for their four-legged baby to go. read more

There are pros and cons to my initial experience. Pros: seemingly clean facility, spacious and no cage like containment that I saw. Video web cams allow you to watch your dog at play from your cell or pc. Nice groomer. Grooming result better than most in the area. Pricing is amicable with others if not better for day care. Cons: day 1 and day 3 I forgot to bring food and that's because our place in Stamford provided it daily. I was told there was house food option when I signed up but was not told until day 3 that there were additional costs for this. I found out after the cashier rang me up and recited the services. Another thing I was not told was how grooming pricing works. For several breeds they price the same for a bath only and a bath with haircut. Doesn't matter how your dogs coat looks or if it's not long hair though the breed is characterized as long hair period. Also found this out by the check out cashier too. Also, I requested a late in day bath so my dog with anxiety would not be left in a suite for too many hours (6:30am-7:00pm was their typical day). I called to check on this and was told they had gone into bath earlier that afternoon. Therefore not only had I paid for day care, they sat in a suite for almost five plus hours! by time I collected my dogs the anxious one- he looked like he was through it all because he drooled excessively. The intake people were a cr^p shoot with welcoming personalities. Asking questions felt like a burden almost each time, unless it was with the manager. Staff got visibly annoyed and used a tone insinuating I should know the answers. One was annoyed they couldn't reach the manager and expressed it was a common issue as I'd I'd find that amusing. One on day 3 the check in person was insistent that my dogs weren't in their system and had no shots even after I had there there for two days already. I missed my train waiting to see what wad going on worth my dogs. Eventually they pot them in a hotel suite waiting for manager to get in. They never called me to say it was resolved either once they reached the staff who entered them in system. I had to call. Speaking of which it took almost two and half hours to even get anyone other than voicemail. When I asked if they provide a daily report they replied with "it's not something people generally request", I find that very hard to believe. There is no daily report card or summary for new dogs in camp to at least know how they did for the first few days. In fact as an owner I'd want to know to support my continuing to go there that they are ok! Lol. For example, they went to bathroom ok with being inside all day etc? Last thing I need is my dogs not adjusting or happy. They also tell you about webcams which is a selling point but they never said you needed to request an email link to it do you wait like an idiot until you call them they will email one but only after you call asking for it lol. Lastly a lot of dogs are in the camp room. most according to what i see in the web cam are put into the "small dog" play area & there is like one person most times in there. The large dog run upstairs is pretty much empty. There is apparently a third camp room but not sure WHY it's not used when dogs exceed a certain number in the smaller room to accommodate the space need. If you cram thirty dogs varying old to young or large to small in one tiny space something is bound to happen. Also I was surprised no initial dog personality evaluation was done to see if the dogs could even go to camp when signing up. Overall: it's convenient to have it there as day care alternative but we didn't finish the first week.I'm glad I didn't do the ten pack but then again the money I was paying daily was ridiculous with the add ons and when you calculate the grooming wad over$100 for BATHS. They said there was a second dog discount but I didn't SEe it on my receipt but by day 3 I wasn't ready for yet a third q &a session asking for explanation and being told "I'm not sure". The positive thing was the grooming result though I was very displeased that I specifically said to the manager " I'd prefer to do bath only to same money" and the manager never told me about the pricing being the same. Common sense I would've gotten the fulfill grooming if I was paying it do that tells me they looked to make money! So after these things, I decided not to return and if I need to use it I'll go as needed for a few hours only or a groom once a month. read more

Our dog's bed which had remained clean and without stains was returned to us FILTHY. I cannot believe how disgustingly dirty it was and it makes me question the cleanliness of the facility. Considering the dogs do not go outside during their stay I cannot imagine where the filth came from. It's clear that the staff do no maintain their facility. Additionally, our dog was also returned to us with bloodshot, runny eyes. No one had notified us of his condition and this further supports how filthy their facility is. He was not in this condition when we dropped him off. In addition to the cost of boarding we then paid for vet services to treat our dogs condition. Despite all of this I contacted Pooch Hotel and spoke with Michael a supervisor in hope he would reassure me this would not happen again and gave him a chance to explain how things would be handled differently if we were to consider using them again. He didn't provide much of a solution, little reassurance and I'm left with zero confidence that my dog would be well cared for. I will never use Pooch Hotel again. read more

My dog has been going there since he was a puppy and even once stayed for an entire month while we were out of the country and they treated him like their own. This is the only place I'll trust! Our beloved boxer gets so excited when he gets to go to Pooch Hotel! read more

Called multiple times to speak to groomer and make a appointment. Phone system answers and provides 3 options to route your call - one of which is "customer service". Most times call goes into voicemail box where I left 2 messages and no one called me back. Called fourth time and finally got through to someone who apologized for no one getting back to me, took all my info down, said groomer had time on Friday but would call to confirm - and then NOTHING. Called on Thursday - no one picks up... routed to generic customer service mailbox. There is no groomer option on the phone menu. On the appointed Friday morning, called again twice, sent to voicemail. On the third try , miraculously an annoyed girl answered the phone who transferred me to the groomer. Hallelujah - but wait. Groomer knows nothing about my trying to reach him - never got any messages - and BIG SURPRISE - I was misinformed, because there are no appointments available today. And you want me to leave my doggies here ????? Um I don't think so. read more

Never before have I dealt with such incompetence. Let's say you did tell us when we booked the overnight that our test records are out of date (I don't believe you did), your claim that you sent me reminder emails when you don't even have my email on file is laughable. But even if you had done all that, none of it would have conveyed that you changed you policy to require documentation of the results of a fecal test (our vet calls us with results and has never given written documentation), where before (for years) you were fine with the documentation of the test being performed. So, thanks for showing not the slightest bit of reason or common sense on Thanksgiving. I wasted even more time giving you an email to keep on file which was just plain stupid of me, because I will never ever use your services again. Not for short trips, not for long trips, not for grooming. read more

One star is over rating this place. I dropped my dog off on a friday and when we picked her up on a sunday she was completely dehydrated and she had a raw spot from a muzzle on her chin. The people that amswer the phone will not own up to any wrong doing. If you love your dog DO NOT BRING THEM HERE. They do not show you the area where the dogs are kept. I have contacted the better business bureau about investigating there business practices. I have never been more upset with how my animal was treated in my life. read more

All dogs here are confined to the building. By no means shall any dog be able to leave the building other than with the owner or authorized person. Staff members are not allowed to take dogs out. So simply, if your dog is so well behaved that she/he will not relieve themselves indoors they will have no means of urinating or defecting. Two stars for the fact the dogs aren't able to be anywhere outdoors, and the business can't have the flexibility to make common sense decisions. Pooch Hotel is a DBA of Petco. read more

New management has ruined a nice experience. Biggest day care change ( besides a 50% price increase) is a limit of two hours play time with other dogs. Two hours mandatory in a cage! Not for me. read more

I was able to have a great relaxed vacation knowing my four legged child was being well taken care of. I called many times to check on her and the staff was very nice and gave me details every time about her day. When I had service I checked on the video feed from my dogs room and caught many staff members loving my dog, playing ball with her and cuddling with her. I was very happy with there service!! read more

Pooch Hotel Norwalk - Pet Groomers Near Me - Norwalk, Connecticut

Pooch Hotel takes excellent care of my best friend, Moxie. Everyone knows who she is and takesgreat care of her, I love that I can watch her in play and in her room at night while she's sleeping. I travel often for work and the only thing that makes it easier to leave is knowing Moxie is in such good hands at Pooch. read more

Our dog Tucker LOVES THIS PLACE! We call it school for dogs:) They do a great job with the dogs and all of the employees treat the dogs with TLC! read more

Pooch Hotel Norwalk - Pet Groomers Near Me - Norwalk, Connecticut

I LOVE Pooch and my dog, Dexter loves it even more. Dexter is a 7 month old Siberian Husky/Golden Retriever mix so he has a great amount of energy and is very wild. On the days I have to work late, I send him to Pooch (which happens to be right down the block from where I work) and he comes home exhausted! I especially love that I can watch him play on their webcam. The facility is clean and the staff is extremely friendly and helpful. They are genuinely excited to see Dexter in the morning and have him ready for me when I go to pick him up. I would recommend Pooch Hotel to anyone that needs a daycare for when they are at work or for a dog that just needs exercise and socialization. Pooch Hotel is the ONLY daycare I would ever send Dexter! read more

Never will I ever go back to this run down establishment. My dog went for dog camp here about two to three times a week for the past month. Today I went and brought her this morning before work and came back after work hoping to grab her and go. Everything took a turn for the worst and seems as though they could not locate my dog. They brought out a random dog not once, but twice asking if I was sure this wasn't my dog ... Then they went on asking are you sure you brought her today? When they lady handed me my dogs leash, but with the wrong dog at the end of it. Obviously she was there at one point in the day. They let me look at four "suites" where they put the day care dogs for pick up where my dog was no where to be found. These suites look like jail cells by the way. A half hour later they bring my dog who was upstairs in overnight stay.. apparently the morning crew entered her into the system wrong. Not once did they apologize or try making me feel at ease. I was terrified and clearly very upset the entire time. What an awful customer experience. Needless to say my dog will never go back there. This place really needs to get their act together and learn how to get organized. They should also think about a better system for the dogs to use the bathroom because a 2 by 3 foot fake grass square is really disgusting. read more

Have to dogs and left them there for 3 days in a suit, they didn't take my dogs often out to PE and when the guy was there to have the dogs out he didn't even organized their beds, the guy was very colt to the dogs (my dogs are sweet and love people their are golden retrievers) , my dogs got very depressed in this place because the people who take care of them aren't nice to the dogs they just do it . One of my dog is younger and smaller the other one and need to eat less but they were feeding them not careful and the little one was eating the large dog portions. The place looks good but smells PE everywhere! The place stinks!! That's meaning they don't clean well and this is an invitation for disease and bacterias. When you go there to pick up your dog they take a long take to bring my dog to me l wait over an hour, other people were waiting also and some people got there after me and had their dogs before me. They have play area there for dogs and one employee told me that they are not responsible if they dogs getting into a fight when l hear that l don't agree to have my dogs to play with other dogs because it sounds very unprofessional to have a bunch of dogs together and they don't check their personalities to put nice dogs with nice dogs and the agressive ones didn't belongs there but they don't care that why there's some "accidents ' there. When the employee told me that can happen l just don't trust this stinks place. Soon l brought my two beautiful dogs home l have to give them a bath because l left a clean and smelling good dogs and got two stinks one. This place needs to clean up and be more professional. Never going back there again. read more

I was so nervous to board our girl, Abby. She is a rescue and I was so worried she would be scared and think we weren't coming back. Well, we couldn't have left her in better hands! the staff made sure she was comfortable and having a good time! They truly cared how she was. We loved the video camera feature in her room! Was lovely to check in on her! We will be back for sure! read more

We have never boarded our two dogs Bear and Shadow, aged 11 and 9 and were naturally concerned about their stay. The staff were very informative, warm and friendly when I dropped the dogs off. The facility is spotless! The webcam availability during their 'playtime' was a great feature as we could see them interacting with the other dogs - it calmed any anxiety I had about their activity level and well-being. It was reassuring to see them every day! When I picked them up several staff members took the time to talk about how they enjoyed our dogs and that was a GREAT personal touch!! Will def. board them again knowing that they were well cared for!! Thank you so much! Shadow and Bear took a very long nap when they got home!!! read more

Our dog, Lumen, could not love this place more! We tried other doggy daycare options when we first moved to Norwalk, but always felt she came home anxious. We finally landed at Pooch Hotel almost two years ago and haven't turned back since. Lu absolutely ADORES the staff here and is treated with such love and care. It makes my husband and me feel confident dropping her off in the mornings knowing that she is going to spend all day playing with her "friends" and other humans who she trusts. She is the most adored dog in the planet at home and she still prances into daycare, totally content with being away from us all day. Sure she comes home smelling like other dogs and she plays hard, but she's a dog! People cannot expect to take their dog to play with other dogs for 6+ hours and come home squeaky clean. We (and Lu) LOVE Pooch Hotel! read more

Our golden retriever, Nell just spent four days and nights at Pooch Hotel and came home well cared for and tired:) We always trust that she is in good hands. read more

Pooch Hotel and its staff are the greatest. My dog fully agrees. He has been at The Hotel since he was 4 months old; highly recommend sending puppies to socialize. I have a very well-adjusted adult dog who enjoys all people with no social anxiety and resulting poor behavior. read more

I used Pooch Hotel since they opened. It was very happy with it. However, after they were acquired about a year ago and management changed, there were a lot of changes to the worse. 1. Hours became very inconvenient - we used to drop our dog off at the train station right before the first train and could pick him up before midnight (very good for people working in the city long hours). Now you have to pick him up before 8pm and not everyone can cut off at 6pm from New York 2. It's impossible to get to them trough the phone. It's constantly on a voicemail, doesn't matter what time of the day you are calling. 3. Management is rude. I spoke with a Laura, don't know if she is a manager or a front dest person, but when I told her that I couldn't not get anybody on the phone for more than an hour and I couldn't remember anytime I could get beyond voicemail anytime of the day, her response for ...hmmm. interesting... She practically said, use voicemail, we are busy, you are not only our concern. I used to use their service several times a week until those changes, now, I am there barely once a month, only when I absolutely have to. From a place who cared about dogs and owners, it because place that doesn't care if their customers are satisfied or not. read more

Great place! Friendly helpful staff and very clean. Especially great location. Mickey will be a regular ! Love the web cam!

The pooch hotel is the best thing that I've ever given my baby! I have a 9 year old very lonely yorkie that didn't have much experience around other dogs and even though I tried other dog camps none was as interactive and personalized as this! They group the dogs based on temperament and how active they are which was nice to have him exposed to bigger dogs, not just other tiny happy ones. The staff is super friendly especially with the dogs and they have a live camera fhat u can watch from a cell or tablet which was awesome so I can see for myself that my baby was actually taken care of and having a good time!! read more

Best in the business. Reliable with an outstanding, caring, and attentive staff. Every dog is treated like it's their own. Great with daycare and grooming - recently switched to them for grooming from another provider. Never feel a moment of hesitation sending my dog there. read more

Raskel spent two nights at the hotel, and seemed to have a great time. He has never been boarded before since we got him from the shelter, so I was concerned, but the staff made sure that he was taken care of. read more

Overall I like the concept, the staff are very friendly and the place seems clean. Like others, I have some issues with this place: every-time I pick my dog up, she immediately runs outside and urinates, and is always incredibly thirsty... This is very out of character and I believe it's because they do not take the dogs outside or provide individual water bowls. I have not found another service which offers 24 hr collection, so right now I'm stuck with the pooch hotel... read more

Generally happy with this place. We've been using them for about the past 18 months, so have a history of leaving our lab here 4-5 times. With the exception of the first time when he came home with a cough, other experiences have been fine (lots of exercise and interaction with other dogs that we can see on their webcam). Customer service is always very friendly when checking the dog in and picking him up. One thing that has been a somewhat frustrating is the recent change in price structure where they charge by the hour if the dog is not picked up by noon. On balance I'd say that's offset by the flexibility of 24/7 structure of dropoff/pickup! read more

Picked up our dog and he could barely walk. Employees said they just noticed him limping a little when they brought him out. By the time we got home he would not walk at all and his paw was swollen and bleeding. We called and no one would provide an explanation, including the manager. They said they saw nothing happen and were not liable. The lack of accountability is infuriating and its so disappointing that a kennel that claims to be so much more can't even keep our dog from getting seriously injured. read more