I had to board my 2 cats for 3 months at very short notice moving countries. I'm autistic and I'm not easy to work with but I found great attention to detail and clear information given. I didn't have to ponder anything. It was all explained with care via email and website. one of my cats is elderly and was being bullied by the other. This was immediately noticed and dealt with so that they could both have a good experience. The elderly cat was also identified while there as having a sensitive digestive system (which id recently been noticing but had not had the time to find answers for). The Shangri-La noticed and changed his food so that he could digest it. Usually when I have to board my cats they both lose weight. But at Shangri-la they put weight on. This meant that they had better reserves when the international moving company collected them for their flight. I notice things other people don't notice. If I'm honest I prefer animals to humans. If anything, I felt understood and I was rightly able to trust this place with my precious animals. Others have said that staff are rude. I'd say that they're simply very direct and clear about what they give and what they wish to receive in return. This is completely understandable and reasonable. It is consistent and fair. My animals arrived and survived their arduous trip to another country because of the reserves they built up and the good condition they left Shangri-la in. I took the time to leave this review to tell our story. It was merited. read more

Do not leave your cats in this facility! I was denied the opportunity to pick up my own pets due to a hour delay on my flight, which I understood would incur a late fee. On the day of my travel, I reached out via email, but received no response because I had no signal. Upon landing, I received a call stating they had read my email but that no one would be available to allow me to collect my cats, meaning they would have to stay another night. They expressed the only option is picking them up the following day, i then explained that I work in London and that it was inconvenient for me to find no one present at the cattery, especially when I expected just a late fee is charged for such situations. Additionally, one of my cats has a medical condition, which heightened my concern. The representative informed me that the owner had an important appointment that would last most of the night so no one will be on the property, which I feel is a common occurrence. I expressed my discomfort with leaving my cats alone on the property overnight, and was met with the dismissive response that they would not be alone since there were other cats with them, comparing the situation to when they leave them alone on the property while they're shopping or having a hair cut. This response was not only disrespectful but also completely ignored my concerns. As stated in the government guidelines for cat boarding licenses clearly state in Section 5.9 that "The animals must not be left unattended in any situation or for any period likely to cause them distress". They later admitted in checking on the cats between 6-10:30am and 2-5pm as they want a few hours for lunch which goes against another guideline "The licence holder or responsible person must visit the cats at regular intervals no more than 3 hours apart (from 8am until 6pm)". I am extremely frustrated and very surprised they still have a license. Being denied the chance to collect my pets is one issue, but leaving them without anyone on the property, especially considering their medical needs, is entirely unacceptable. read more

Won't be letting my cat stay here again. Really weird business attitude without any care for your cat. Stay away if you can , you just get ignored on any updates on your pet and no idea what hands they are in when you have to lob them off at the door in marched order times . Ordered to the side for dogs to come through... weird , unprofessional and rude . read more

If you want poor customer service from a very rude business owner then you'll find it here. I used this cattery last year and was shocked by the frosty response when dropping my cats off but had no choice by this point. Owner more interested in money than answering any questions I had. This year I made the mistake of booking again out of convenience, but due to the hostile owner during this booking I have chosen not to board my cats here again. Can't help but feel uncomfortable with the behaviour of the business owner. It seems she's more interested in her dogs by the way than the cats she's responsible for. Go elsewhere if you can. read more

Unacceptable customer service, the owner has issues with anger and a severe lack of social etiquette. The owner seems to be more concerned with your money than actually looking after your cats. The whole time we felt that our cats staying at the Shangri-La Cattery was an inconvenience for them - the phrase "The customer comes first" is replaced with "The owners social life comes first". Such a shame as it is a good venue but after the owner was so rude to us we will never be taking our cats there and would strongly recommend that you don't either. read more

Used Shangri-La Cattery as my usual cattery was sadly fully booked. The cattery itself if nice, however the overall experience was very disappointing. Firstly, their initial communication was terrible, contacting me by text message with very little in the way of friendliness or care. I asked the owner to confirm how much my cat's total stay would be and I was told 'Prices are on the website'. We had to make two trips to the cattery prior to booking in my cat to fill out the appropriate forms, and had to return as we did not take the microchip number and vet details. At no point did the owner in any prior communication tell me that this was necessary in order to make a confirmed booking (we usually take all the details when we drop off the cat). On both visits we found the lady to be extremely rude and lacking in any kind of customer care. After eventually booking my cat in and dropping her off, i received a text message telling me that half way through her stay she would be moved from a standard room to a luxury room as that was all they had available - shouldn't I have been told about this beforehand?! On return from holiday we rang the cattery to advise them that we will be 30 mins later than planned due to a delayed flight and we were told 'Sorry, we are closed at that time on a Sunday, you can pick up your cat tomorrow at 9.30am'. I found the cattery to be completely inflexible, rude and unprofessional. To add to the experience, on arrival to collect my cat I was told 'We had to give Millie wet food as she wasn't eating..', when i specifically requested wet AND dry food on the booking form. To top it off they then tried to charge me for the extra day!! Overall a terrible customer experience. I really hope our cat was happy there as I certainly wasn't. I won't be using again. read more