Best Friends Pet Hotel — Local services in Ashland

Don't waste your time. We went to book with Best Friends as we see the vet next door. We were told ok after preliminary calling and asking general questions. When we called back to book we were told we could not because our dog had cancer REMOVED 3 years ago and is currently cancer free. We then spoke with our vet who thought this was ridiculous since we had recent blood work that showed she was cancer free, our vet spoke with them and explained our dog was perfectly fine to stay with them and we were able to book our dogs stay. Then we receive another call from them stating that it was canceled due to their policy that no matter when a dog has had health issues they cannot stay with them, AGAINST the recommendation of our vet. They stated if a 1 year old dog had cancer and it was removed and was healthy from then on even at 11 they could not stay with them. They admitted that if we had lied and not said our dog had cancer then she could have stayed there. Absolutely asinine policies from corporate that they cannot even explain or back when asked pressing questions. HORRIBLE communication and terrible policy.

Just so everyone knows, their policy supersedes a veterinarians medical diagnosis. In other words, if a Vet tells them one thing and proves it to be a fact with medical evidence, their policy says they can and will ignore that diagnosis and do what they think is good for the dog. They are letting untrained people diagnose your dog. It’s very dangerous to have someone not trained in animal medicine make medial decisions for your dog. They will tell you “our policy is for the safety of the animal.” That is a huge lie. They don’t care about the health of your dog. They only care about the liability of their own business. DO NOT USE THIS PLACE. The manager Alfredo has the worst communication with the staff and also customers. Do not trust what Alfredo says. Make sure everything is in writing. Alfredo will tell you everything is fine then change it without notice. Be very careful...

I have boarded my cat here for years. This last time, the staff was not friendly. I could feel negative vibes the second I walked in to check in my cat. The woman behind desk was not friendly and didn’t smile. I tried to review what I wanted for my cat (play time, nail clipping). She basically walked in back without ending our conversation and her colleague had to take over. I specifically asked his nails be clipped day before he went home because in past, he’s not been ready when I went to pick him up. I confirmed before I left.

Today, I came to get him and was told by the same unfriendly woman that his nails hadn’t been clipped yet. When I asked why I was told they didn’t have time yesterday. Um, i requested 10 days ago. She said they were booked yesterday with dogs. A simple call this morning to let me know and provide a time he would be ready was all they needed to do to avoid my displeasure. When I inquired about playtime, they said he didn’t always feel like playing. I sent her m with several ball type toys. He loves to chase them when you throw them. Although might be accurate, my guess is they were too short staffed for active play.

Additionally, a man walked in to book grooming for his dog with same woman. I witnessed her being unfriendly and didn’t even tell him the different options. He had to ask.

Not the same place as it once was. The staff was always so friendly and thorough. It’s unfortunately changed and not for better. Seriously considering finding another boarding place over giving them another...

I just picked up my two dogs from here. This is only the second time we have boarded with them. The first time, we didn’t have a great experience but my partner and I figured it could’ve just been an off day or new staff. Nope. The environment when we walked in there was VERY negative from the staff. We were told that we would get a call when the dogs were ready to be picked up. When it got to within an hour of this place closing, we figured they must’ve forgotten or be busy and we would just head over there and hope the dogs were bathed. When we are about five minutes away, a staff member called us asking, “are you going to pick up your dogs?” We said we had been waiting for a call and this staff said, “my associate called you and left a message.” My partner and I both checked our recent calls, voicemails, and even texts and had no such phone call in our records. When we got there, the attitude just got worse. When we asked how the dogs did over their stay, we got a shrug and a, “you’ll get a report card… I think they ate well.” This was so discomforting to know we had left our dogs in the care of someone so uncaring. Also, we hadn’t gotten a report card the first time we boarded with them, so were not anticipating getting a second one. I didn’t want to spend more than five minutes of my time in this hostile and unfriendly environment so I can’t imagine how my dogs must have felt being there for days. If you care for your pets at all, you’ll keep them far away...