PetsHotel Henrietta

Petsmart PetsHotel red flagged my dog (Labrador retriever) and failed to let me know. I only found out when I tried to create another reservation and was told over the phone today. My dog has anxiety and is on a few medications to help. I was instructed by an employee to have him seen by his veterinarian for possible adjustment of his medication, which I did, but failed to tell me I can’t ever board my dog there again. Not very happy excuse that was a shock and because it’s a convenient location which I can no longer use for him.

I tried to board my two cats here while I was in Europe for 10 days. When I dropped them off, my cats were obviously a little freaked out having been in the car and their carriers - usually that means the vet. When they've been in this state in the past, they usually calm down within 24 hours. As soon as I dropped them off, the people at the check in desk told me cats notoriously don't board well there and I'd have to send someone to pick them up if they didn't settle in. I had elected to board the cats because I didn't exactly have someone to check on them for that length of time. I understand wanting to warn pet parents about this - it's ultimately better for the pets - but the way this information was conveyed to me was last minute and stated rather rudely. If you know that cats don't board well there, why do you even offer it? Lesson learned on my end and fair warning to other cat owners - find a cat sitter instead and save yourself the headache.

They confirmed my stay with two different reservation specialist. They asked for dogs medication takes which I offer and spelled the name/dosage. Both representatives confirmed my dogs stay. Then when their email system emailed the incorrect stay date, I called back and they confirmed the correct day/our stay again. Upon arriving to the check in desk I asked why he’s on these medications, and that we’d need to call his vet to confirm he doesn’t have a UTI. I was also told a dog his age isn’t usually welcome to be boarded. A vet was not in the office our regular office when we called, so I left the line and contacted an urgent care vet we visited recently which confirmed he does does not have a UTI. I waited in line for another 45 -60 minutes while another group was checked in. I was then told the manager would need to be called and they were unable to accommodate my dog and his medications. From start to finish was about 1.5 hours corralling my dog and my toddlers while being told inconsistent information and ultimately denying a confirmed reservation. I’m pretty furious with Petsmart and will never return.

My dog came home happy, acring herself and did well during the stay because of the great service!! Got an update, and everyone was super kind, knew my dog and made me feel so comfortable.

We tried to take our two puppies here when we went on our trip. The workers are not trained properly and our dogs are fearful and need some TLC. They were unreasonable with any reasonable accommodations we would request, and rude with answers not explaining why, just because. We didn’t even get them through the doors. Be cautious.

After using their services for about a week I can confirm that they do good work. There are little things that I am sure some patrons might get more annoyed at than myself and I'd argue that their price point is rather high, but overall they earned a strong 4 star in my book.

Took our dog here as a back up plan. They were able to accommodate our dog with a short notice, legit life saver! He did great! We will be bringing him back!